It brings in the leads and guides them through the process of qualifying.
- Outbound lead management – cold calls, direct mail, advertising etc
- Inbound lead management – SEO, Social Media etc
It refers to the piece of work created in the system that processes and catalogs customer service requests.
- Event registration
- Assignment of ticket
- Tracking of the ticket
- Sending ticket status
- Closing the ticket
When CRM manages the customers, ERP manages the business. It’s a sequence or progression of steps that are necessary to complete a business process.