Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing. While the term CRM generally refers to a software-based approach to handling customer relationships, SalesBabu CRM stress that a successful CRM effort requires a holistic approach. CRM can be implemented without major investments in software, by exploring the advantages of hosted CRM to take full benefits of a CRM strategy. CRM is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM helps bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

Sales force management systems are information systems used in marketing and management that help automate sales and sales force management functions. They are frequently combined with a Marketing Information System, in which case they are often called Customer Relationship Management (CRM) systems. Sales Force Automation Systems (SFA), typically a part of a company’s customer relationship management system, is a system that automatically records all the stages in a sales process. SFA includes a contact management system which tracks all contact that has been made with a given customer, the purpose of the contact, and any follow up that might be required. This ensures that sales efforts are not duplicated, reducing the risk of irritating customers. SFA also includes a sales lead tracking system, which lists potential customers through paid phone lists, or customers of related products. Other elements of an SFA system can include sales forecasting, order management and product knowledge. SFA must be fully integrated in all departments that deal with Sales & customer service management.

Implementing a customer relationship management (CRM) solution has major benefit of developmenting better relations with your existing & prospective customers, which can lead to:

• Develop better communication channels
• Collect vital data, like customer details and order histories
• Create detailed profiles such as customer preferences
• Deliver instant, company-wide access to customer histories
• Identify new selling opportunities. Increased sales through better timing due to anticipating needs based on historic trends identifying needs more effectively by understanding specific customer requirements
• identifying which of your customers are profitable and which are not

This can lead to better marketing of your products or services by focusing on:

• effective targeted marketing communications aimed specifically at customer needs
• a more personal approach and the development of new or improved products and services in order to win more business in the future
• cross-selling of other products by highlighting and suggesting alternatives or enhancements

Ultimately this could lead to:

• enhanced customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow
• increased value from your existing customers and reduced cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of sales
• improved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways

Once your business starts to look after its existing customers effectively, efforts can be concentrated on finding new customers and expanding your market. The more you know about your customers, the easier it is to identify new prospects and increase your customer base. Even with years of accumulated knowledge, there's always room for improvement. Customer needs change over time, and technology can make it easier to find out more about customers and ensure that everyone in an organisation can exploit this information.

On Demand Software i.e. Software as a Service (SaaS) is the most powerful and exciting development in enterprise software in over a decade. SaaS solutions solve many of the problems that have long plagued traditional enterprise software offerings, such as large upfront license fees, long implementations, complicated upgrades, and poor support. Fundamentally, the SaaS model simply provides better value to customers. Software as a service solutions can be accessed on-demand in order to meet a wide range of customer needs. The significant advantages of on demand solution includes:

• Lower Costs: Annual subscriptions are based on usage. The total cost of software and services is typically a fraction of the cost of enterprise software alternatives.
• Faster Deployments: Fast deployment & Implementation.
• Lower Risk The SaaS approach significantly reduces risk. “Test drive” programs allow companies to evaluate whether the software fits their specific needs. Enterprise alternatives require large upfront capital outlays without a real understanding of the software.
• Higher Customer Satisfaction SaaS is truly a “service” business model, which means that on demand solution is keenly focused on providing exceptional value to attract and retain satisfied customers.
• New features delivered automatically
• No new hardware or software required
• No IT support or maintenance required
• Better scalability: Successful businesses are continually changing and growing, Employee growth, transaction growth, the launching of new products and services, mergers and acquisitions, or any number of business events can dramatically and suddenly alter business needs.

ERP stands for Enterprise Resource Planning. ERP is a way to integrate the data and processes of an organization into one single system. Usually ERP systems will have many components including hardware and software, in order to achieve integration, most ERP systems use a unified database to store data for various functions found throughout the organization. ERP intregrates the functionality & information flow of different departments like Sales, Purchase, Inventory, Production, Quality Assurance, ...

Service & Support Management delivers the visibility, control and automation needed to deliver quality service & support, manage risk and compliance, maximize return on investments leading to enhanced Customer Satisfaction & streamlining of Service & Support operations. It includes the management of AMC, Service Calls to Customer, PMC - Preventive Measurement call, PMS - Preventive Measurement Service, Replacement, Warranty, etc.