CRM software’s core functionalities involve managing potential and current customer relationships. Powerful marketing tools like social media management, online promotional campaigns and automated emails are part of the CRM suite that fuels lead generation.
Once leads become customers, CRM software also manages the sales order creation and support processes, like help desk and call center. Business analytics, such as purchasing trends and loyalty metrics, are other out-of-the-box features.
At a high-level, most CRM software contains the following feature sets:
  • Marketing
  • Automated marketing emails
  • Online campaign management
  • Social media management
  • Lead management
  • Sales support
  • Call center
  • Order confirmation
  • Fulfillment inquiries
  • Purchasing trends and analytics
  • Loyalty management