Application Components
 Campaign Planning
 eMail Campaign Programs
 WebSite Updates for Features, News, Announcements
 e-Coupons
 e-Newsletters
 Online Content Management
(e.g., Marketing Collateral)
 Telemarketing
(scripts, contact management, customer profiling)
 Marketing Reporting and Analytics
User Communities
 Marketing Department
 Client Delivery and Fulfillment Teams
 Telemarketing
 Management
Application Components
Sales Force Automation
(i.e., Contact Management, Sales Process Methodology,
Forecasting & Planning, Sales Reporting & Analytics)
Order Management (Online, Offline)
Telesales (scripts, contact management, customer profiling)
eCommerce Order Processing and Fulfillment
Product/Service Configuration Tool
Price Quoting Tool
Billing/Invoicing
Competitor Profiling
Cross-sell/Up-sell
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Application Components
 Customer Call Center Support
(i.e., Inquiry - Problem Resolution, Customer Re-orders,
Customer Order Placement, Customer Order Status Query)
 Web-Self Service
(i.e., Re-orders, Pricing,
Product-Service
Configuration etc.)
 FAQ's
 Knowledge Database
 Technical Support
 Returns Management - Reverse Logistics
 Customer Support Reporting and Analytics
User Communities
 Customer Service Representatives
 Fulfillment Operations
 Management
 Customers, Partners
and Vendors
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