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    Kalab Tenadeg
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    A sales CRM is software used by sales and marketing teams to track and manage the sales process from lead generation to deal management. It allows users to measure metrics like revenue opportunities and customer lifetime value. A customer service software enables customer support, success, and other customer-facing teams to provide omnichannel support and strengthen customer relationships through the use of features like automated workflows and a 360 degree view of customers. Key metrics for this type of software include customer satisfaction, effort scores, and retention and loyalty forecasting.

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    Support and sales

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    A sales CRM is software used by sales and marketing teams to track and manage the sales process from lead generation to deal management. It allows users to measure metrics like revenue opportunities and customer lifetime value. A customer service software enables customer support, success, and other customer-facing teams to provide omnichannel support and strengthen customer relationships through the use of features like automated workflows and a 360 degree view of customers. Key metrics for this type of software include customer satisfaction, effort scores, and retention and loyalty forecasting.

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    © All Rights Reserved
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    6 views2 pages

    Support and Sales

    Uploaded by

    Kalab Tenadeg
    A sales CRM is software used by sales and marketing teams to track and manage the sales process from lead generation to deal management. It allows users to measure metrics like revenue opportunities and customer lifetime value. A customer service software enables customer support, success, and other customer-facing teams to provide omnichannel support and strengthen customer relationships through the use of features like automated workflows and a 360 degree view of customers. Key metrics for this type of software include customer satisfaction, effort scores, and retention and loyalty forecasting.

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    © All Rights Reserved
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    of 2

    Parameters Sales CRM Customer service

    software

    Definition A sales CRM is a A customer service


    customer relationship software enables
    management software businesses to offer
    that is necessary for customer support and
    tracking and managing strengthen customer
    processes in the entire relationships throughout
    sales and lead creation the customer journey,
    cycles. especially post purchase.

    Business functions Sales and marketing All customer-facing teams


    teams are the teams that including support,
    use a sales CRM most customer success, and
    frequently. even sales teams can
    benefit from using
    customer service
    software.

    Profiles - Sales representative - Customer service


    - Account executive representative
    - Sales manager - Account manager
    - Director/VP of sales - Customer support
    - Chief revenue officer manager
    - Customer success
    manager
    - Chief happiness
    officer/chief experience
    officer

    Key features - Contact lifecycle stages - Omnichannel support


    - Lead generation - Intuitive self-service
    - Lead nurturing - 360 degree customer
    - Deal management view
    - Sales forecasting - Automated workflows
    - Win-loss analysis and resolutions
    - Reporting and analytics - Proactive assistance
    - Reporting and analytics
    Business benefits and - Revenue opportunities - Customer satisfaction
    metrics measured - Profit forecasting management
    - Customer lifetime value - Customer effort score
    analysis
    - Churn analysis
    - Net promoter score
    analysis
    - Customer retention and
    loyalty forecasting

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