Operational CRM
Operational CRM provides automated support to "front office" business processes (sales, marketing and service). Each interaction with a customer is generally added to a customer's history, and staff can retrieve information on customers from the database as necessary.
Sales force automation (SFA)
SFA automates some of a company's critical sales and sales force management tasks, such as forecasting, sales administration, tracking customer preferences and demographics, performance management, lead management, account management, contact management and quote management.
Customer service and support (CSS)
CSS automates certain service requests, complaints, product returns and enquiries.
Enterprise marketing automation (EMA)
EMA provides information about the business environment, including information on competitors, industry trends, and macroenvironmental variables. EMA applications are used to improve marketing efficiency.