Operational Customer Relationship Management (CRM) 客戶關係管理:::

Operational Customer relationship management (CRM) 客戶關係管理 provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database when necessary.

One of the main benefits of this contact history is that customers can interact with different people or different contact channels in a company over time without having to describe the history of their interaction each time.

Consequently, many call centers use some kind of Customer Relationship Management (CRM) 客戶關係管理 software to support their call center agents.

Operational Customer Relationship Management (CRM) 客戶關係管理 processes customer data for a variety of purposes:
▪ Managing Campaigns
▪ Enterprise Marketing Automation
▪ Sales Force Automation

Source: http://en.wikipedia.org/wiki/Main_Page