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1. CRM
Capability
Your Company Name

2. CRM Capabilities Model with Resources and Performance
2
Resources Performance
Customer
Orientation
Customer- Centric
Organizational
System
CRM
Technology
Business performance:
• Market Share
• Sales Growth
• Customer Satisfaction
• Text here
Controls: Industry (Service vs
Goods) Firm Size
Competition Intensity
CRM Capabilities
• Customer Interaction
Management Capability
• Customer Relationship
Upgrading Capability
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Capabilities
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3. CRM Capabilities with Marketing and Sales
3
A
1 2
4 3
Sales
• Assign Leads
• Qualify Leads
• Convert Leads
• Track Opportunities
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Order
• Deliver Product
• Produce invoice
• Add Text Here
Support
• Manage Complaints
• Conduct Training
• Provide Services
• Develop Knowledge Base
• Add Text Here
Marketing
• Run Campaign
• Generate Leads from Database
• Text here
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4. CRM Capabilities with Opportunity and Lead Management
4
Customized Views of Information
• CRM system provide business management
dashboards
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01
Opportunity Management
• Access opportunity data
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02
Lead Management
• Easily import leads
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03
Marketing Campaign
Management
• Highly effectively management of multi-
channel campaigns
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04
Email Nurture Marketing to
Marketing Automation
• Integrated system with automate email
marketing
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05
Customer Services and
Support Management
• CRM system provide 360 degree help
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06
Intuitive Interface
• User-friendly interface
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07
Workflow and Process
Management
• CRM automate workflow processes
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08
Account and Contact
Management
• Identify multiple contacts and accounts
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09
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5. 5
CRM Icon with
Four Customer
01
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your audience’s attention.
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02
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your audience’s attention.
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03
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your audience’s attention.
Text Here

6. 6
01
Marketing Automation
• Lead reporting and analytics
• Website search engine optimization
• Campaign and email management
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03
Customer support and service
• Ticket management
• Customer portals
• Time tracking
• Knowledge management
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02
Sales force automation
• Order management
• Opportunity management
• Sales forecasting
• Compensation management
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Different Capabilities
Involved in CRM Application
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audience’s attention.

7. Different Types of CRM Capabilities
7
0102
03 04
• Deliver Product
• Produce invoice
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• Manage Complaints
• Conduct Training
• Provide Services
• Develop Knowledge Base
• Add Text Here
• Run Campaign
• Generate Leads from
Database
• Add Text Here
• Assign Leads
• Qualify Leads
• Convert Leads
• Track Opportunities
• Add Text Here
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8. 8
Icon of CRM with
System and Customer
01
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your audience’s attention.
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02
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your audience’s attention.
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03
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your audience’s attention.
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9. Implementation Model of CRM Capabilities
9
Technology
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Process
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audience's attention.
People
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Knowledge and Insight
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CoreCustomers
ChannelsforStakeholderCommunications,
Transactions&Logistics
Leadership and Culture
Business Model, Strategy and Structure

10. Major CRM Capabilities with Customer Support and Service
10
c
Marketing
Automation
• Lead reporting and
analytics
• Website search engine
optimization
• Campaign and email
management
• Text Here
Sales Force
Automation
• Order management
• Opportunity management
• Sales forecasting
• Compensation
management
• Text Here
Customer Support
and Service
• Ticket management
• Customer portals
• Time tracking
• Knowledge management
• Text Here
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11. Various Capabilities of CRM Software
11
CRM Strategy
and planning
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01
Opportunity Management
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04
Sales Forecasting
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02
Sales Management
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05
Lead Management
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03
CRM Analytics
and Reports
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06
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12. 12
Thank
You
Address
# street number, city, state
Contact Number
0123456789
Email Address
emailaddress123@gmail.com