What the Customer Management Processes Do

What the Customer Management Processes Do

The opentaps Customer Management Processes are designed for sales representatives, sales managers, and customer service representatives to manage the sales and customer service work of an organization. Its key functions include:

•	Track sales leads
•	Qualify sales leads and convert them into accounts
•	Track contacts at accounts
•	Enter and track sales opportunities from prospecting to final closing
•	Create and manage quotes for customers
•	Create and view sales orders
•	Generate and manage sales forecasts
•	Manage customer service requests (cases)
•	Send and manage emails within process contexts
•	Track activities and work including meetings, calls, emails
•	Create and deploy marketing programs such as online customer surveys
•	Facilitate account team communications and coordination

Figure 3 illustrates the concept of the business process groupings that are used in the framework of a unified enterprise database, immediately available management information via a dashboard and numerous real-time status reports, and very importantly, the teamwork venue including business context, plans and actions, and and integrated communications tools.

Together, these facilities for Customer Management provide the very modern and capable system that a dynamic and growing business requires in order to achieve first rate customer service and a leadership level of business results.

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