1.0 Overview of CRM Module

The CRM Module was developed to centralize customer interactions, optimize lead generation, and provide businesses with actionable insights. It offers a comprehensive suite of tools for managing every stage of the customer lifecycle while integrating data from multiple sources for a unified view. Below are the core functionalities and their key features:

2.1 Core Features and Functionality

1. Sales Funnel Integration:

   • SEO & Lead Tracking: Supports LD-JSON, Facebook Pixel, Google Pixel, LinkedIn Pixel, and TikTok Pixel to drive lead generation through SEO and AdWords campaigns.

   • Visitor Tracking & URL Shortener: Tracks visitor behavior and generates shortened URLs for improved tracking.

   • Sales Lead Management:

     • Captures leads in the CP-Commerce Module.

     • Automates lead creation in the SFA Applet, triggering tailored customer journeys or directing them to UCC (Unified Customer Communication).
       
       

2. Customer 360:

   • Contact Maintenance Applet: Maintains a centralized database of contacts, including segmentation of customers, members, and sales leads.

   • Full Transactional History: Provides a detailed history of customer transactions using:

     • BLG ERP Module.

     • Virtual ETL Applet for syncing data from external systems.
       
       

3. Touchpoints Management:

   • UCC Applet: Consolidates customer interactions across various channels such as:

     • Mobile Apps.

     • Web and Mobile Web Platforms.

     • Point of Sales (POS) systems.
       
       

4. Customer Journey:

   • Digital Marketing Integration: Tracks and nurtures customer journeys through:

     • Newsletter subscriptions and topic-based targeting in CP-Commerce.

     • Consumer behavior analysis, such as product interest tracking.
       
       

5. Customer Service:

   • Issue Tracker Applet: Streamlines issue management and customer support.

   • RMA (Return Merchandise Authorization): Handles return and exchange processes efficiently.

   • Statements and Billings: Provides detailed statements for customer transactions.
     
     

6. Analytics and Insights:

   • Segmentation: Analyzes customer segments to refine marketing efforts.

   • Adwords ROI Tracking: Tracks return on investment for ad campaigns.

   • Customer Churn Analysis: Identifies patterns and risks of customer attrition.
     
     

7. Robotic Process Automation (RPA):

   • Automates repetitive tasks with custom scripts and reminders, improving operational efficiency.