Sales

Improve sales planning and management by setting up territories and teams for optimal organizational efficiency. Post sales best practices and tips in a centralized web location. Create price lists, discounts, and unit groups to streamline offer management. Use strong role- and group-based permissions for easy information distribution.

Capture and track all lead details in one system. Automatically associate e-mail messages with relevant leads/opportunities. Assign leads and tasks automatically. Simplify lead qualification, scoring, and conversion. Easily segment data to generate leads from your customer base.

Close deals faster by centrally tracking key data and attributes for each deal. Create and monitor customized offers and pricing for each opportunity. Better track and position against competitors. Use leading sales methodologies like Miller Heiman, SPI, and TAS.

Track all activities and interactions for each contact or account. Identify influencers, constituents, allies, and roadblocks for each account. Quickly identify cross-sell and up-sell opportunities. Track contract renewal dates and details. Define the parent-child relationships that depict complex organizations.

Easily track the sales pipeline for improved financial planning. Increase accuracy of revenue projections with individual or roll-up forecasting. Track revenue goals by dates, fiscal periods, or other predefined criteria. Identify key trends for deals won/lost and optimize the sales process.

Improve productivity with personal, team, or organizational workflows. Automatically create or assign tasks and activities when rules are triggered. Automate simple or multilevel approvals. Automate scoring and distribution of leads. Set alerts for key events to take proactive measures.

Empower your sales force with real-time access to customer data from any Web-enabled device. Better prepare for customer meetings via real-time account details. Rapidly respond to customer requests while on the road. Discover new up-sell/cross-sell opportunities right on the spot.

Customer Service

Boost agent productivity with the intuitive user interface. Improve first-call resolution with access to customer histories. Automatically identify and delete duplicate records. Simplify adding, changing, and managing contact information. Model one-to-many, many-to-one, and complex relationships to provide great service. Gain actionable insights.

Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact. Use rules-based routing and escalation to speed first call resolution.Plan and complete case activities manually or automatically and record them for future reference. Deliver appropriate service fast with an at-a-glance view of each customer’s history and service contracts.

Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings. Gain insights to help sell more support contracts. Create a contract repository to streamline case management. Give agents a view of the current status and service eligibility for each customer.

Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository. Share staff expertise and easily publish, store, and access the Knowledge Base information. Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response.

Define services with related resources and work schedules to increase precision. Save time with easy, visual scheduling. Get a centralized view of service workers’ calendars and resources to optimize scheduling. Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.

Create personal, workgroup, departmental, or federated workflows with a handy wizard that reduces reliance on IT. Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent. Provide consistent handling across geographic locations with support for multiple languages and currencies.

Deliver notifications and alerts through mobile devices to update customers on service schedules and appointments. Access and send CRM customer service data via any Web-enabled device. Enhance customer service with better communications between field service and office staff.

Closely monitor customer service and support processes with dashboards and scorecards. Identify and address issues and refine key performance indicators (KPIs). Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers. Use built-in reports or create custom reports with a Report Wizard.

Marketing

Effortlessly import data from other sources.Use predefined data-mapping rules or create new ones on the fly. Confirm data import status with automatic e-mail notification. Intelligently cleanse your data to eliminate duplications and decrease your cost per engagement (CPE).

Use natural language queries to instantly segment customers or prospects. Create highly targeted lists and associate them with campaigns. Set up personal or public data views for reuse. Easily share target lists with colleagues or vendors. Export lists into multiple formats for bulk e-mail or direct-mail communications.

Plan and track activities, tasks, budgets, and details for each marketing activity. Tailor messages and offers to highly targeted lists. Save time and money with reusable campaign templates. Set up product catalogs, price lists, and discounts for optimal offers. Use predefined workflows to streamline approvals.

Initiate and distribute campaigns and communications instantly. Use embedded Mail Merge capabilities to instantly send mass communications. Manually or automatically assign tasks or leads to individuals or groups. Create on-the-fly campaigns with the Quick Campaign Wizard. Create rules to trigger responses based on customer interest.

Track and manage all event and customer details on one central platform. Holistically manage event planning and execution from beginning to end. Track details related to venues, rooms, event sessions, speakers, and sponsors. Track key metrics and measure the return on investment to optimize future events.

Capture and store responses and leads in one place for easy tracking. Score responses using predefined algorithms. Instantly assign leads with full interaction history to the right sales person. Track responses across communications channels, linking them to campaigns and lead sources. Convert responses to leads and opportunities with a few mouse clicks.

Track, manage, and optimize search-engine marketing efforts. Improve data quality by routing leads to a lead-staging area. Identify the revenue impact of each keyword. Research and purchase keywords, and then optimize bids for the highest placement. Create landing pages and data forms without any coding.

Boost productivity with personal, team, or organizational workflows. Dynamically assign tasks to the right person using configurable rules. Accelerate approvals using predefined workflows. Automate actions with triggers based on events, time, or business logic. Set alerts and reminders of campaign milestones to inform appropriate people.