MIS 2101 Chapter Notes - Chapter 6: Lead Management, Call Centre
24 May 2018
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Choosing a CRM Software: A Buyer’s Guide
• CRM software was originally designed to help businesses build and maintain
relationships with new and existing customers
• Evolved from simple contact management system into robust tool that helps users
manage sales, marketing, point-of-sale (POS), accounting, vendor and other types of
operational data
• Used to find leads, follow up with prospects and nurture them through the sales
pipeline
• Used to maintain customer loyalty
• Generally, expect to pay for CRM on a per-user, per-month bases or can try for free
• What features should you look for in CRM software?
o Lead management and sales
o Marketing
o E-commerce
o Reports/dashboards
o Call center
o Workflows/approvals
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