There are technologies to help automate things like customer relationship management (CRMs) and transaction management tools.
Deep customer interactions: Ability to facilitate the full transaction online; sophisticated CRM for personalization, retention and cross-sell; and expansion to mobile native.
With less incentive weight given to the immediate in-store transaction, one could imagine a CRM system that links a customer's future purchases to the salesperson who recruited this customer -- a development opening the door to a completely different commission system.
For such analytics, brands start by bringing together e-store transactions, site visitation, app usage, CRM interactions and digital ad campaign data into a "user store" with a single, united profile for each customer.
The idea is that any mobile phone can become a point of sale, and those mobile transactions can tie into back-end accounting, CRM, and other enterprise systems.
In this paper we present a case study of six applications (Sage 200, Gold-Vision CRM system, E-Commerce System, Gold-Vision Connect System, Realex Transaction and Spindle Document Automation Tool) within an enterprise.
While in some areas, mapping the IT cost per transaction will be easier than others, the benefits of an ERP or CRM system are a whole lot easier to quantify than the benefits of a knee replacement.
In addition to support for transactions, it also offers tools for managing other aspects to the business, such as payroll, inventory tracking, CRM, and more.
This paper uses the results of recent UK electronic government CRM programs to show that the focus for many local authorities has so far been systems integration, CRM-enabling call centers and the provision of routine transactions online.
For CRM purposes I use Salesforce.
