The document outlines the key functions and subsystems of customer relationship management (CRM), including marketing, sales, and services and support systems. It details specific activities and tools within these subsystems, such as lead generation, dealer management, and customer care services. The emphasis is on various marketing strategies, sales processes, and support mechanisms to enhance customer relationships.

1. CRM Subsystems

2. Main CRM Functions / Systems
1. Marketing System
2. Sales System
3. Services and Support System

3. Key SubSystems and Activities
Marketing :
Lead Generation Activities
Social Media / Web Marketing
Focus Product Campaigns
Market Incubation
ABM
Vertical Marketing
Mid Market Marketing
Big Data / Analytics

4. Sales SubSystems
● Lead Management System
● Dealer Management / Deal Registration
● Dealer Web / Reseller Portal
● Multimedia service platform (MSP)
● Software Industry Specific Activities
○ Discovery Workshop
○ Design Labs
○ POC
○ Pilot
● Loyalty Card / Management

5. Services & Support Subsystems
● Customer Care (traditional Call Center + Field Staff)
● eCare ( Web based, Community Support)
● Ticket Management
● ITIL based Support : Incident, Problem, Service Request,
Root Cause Analysis
● Automating data entry, creating knowledge base
● Marketing Support Packs, Spares, enhancement

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