CRM Glossary (Urgent )

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Some how, I don’t know how! I have found myself working in CRM.
I’m a Marketing undergraduate and have some idea of the information I’m getting, but I’m finding terminology In CRM related documents a bit confusing, I live in Mexico and it’s kind of hard to get good up to date books here and this is kind of urgent, so I would greatly appreciate any help you can provide.
Especially on a glossary of terms.
Also if you know where to get an on-line crash course on CRM would be great.
Thanks in advance
Dinko
[email protected]

Dinko Herrera

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13th Dec 2001 03:57

Thanks a Million Mr. Forsyth.
I have found the Bible very helpful.
However on the acronyms slide it says:"For brief descriptions of many acronyms you can go to our Web site" could you refer me to where on your site I can find them?
Also I get a bit confused when reading about Users, Clients, Management, those terms refer to Management of the CRM Company, or to the Management of the Client Company? As for Clients does it mean the End-Clients or the Company which is the client of the CRM Company? Etc.
I figure that in CRM circles there are certain rules as to the nomenclature each player in the line of business has. (Did I make sense?)
Still there are some CRM terms which I can relate to Marketing terms and/or figure out what they mean. But for example; what is the difference between, Telemarketing and Telesales. Or are there CRM specific meanings apart from the obvious in terms like: incident assignment/escalation/tracking/reporting, problem management/resolution, order management/promising, warranty/contract management.
So can you help me any further?
Thanks in advance.
Dinko

Thanks (0)
avatar
12th Dec 2001 09:30

Dinko,

You'll find a 3-part 'CRM Bible' which walks you through the various elements of CRM published on the CRM-Forum at the following link:
http://www.crm-forum.com/library/pre/pre-040/

The authors are a UK company, Pyinna.

You can download this for reference, or see it on-line.

I hope it helps you.

Regards,

Richard Forsyth
The CRM-Forum

Thanks (0)
avatar
12th Dec 2001 09:30

Dinko,

You'll find a 3-part 'CRM Bible' which walks you through the various elements of CRM published on the CRM-Forum at the following link:
http://www.crm-forum.com/library/pre/pre-040/

The authors are a UK company, Pyinna.

You can download this for reference, or see it on-line.

I hope it helps you.

Regards,

Richard Forsyth
The CRM-Forum

Thanks (0)
avatar
13th Dec 2001 03:57

Thanks a Million Mr. Forsyth.
I have found the Bible very helpful.
However on the acronyms slide it says:"For brief descriptions of many acronyms you can go to our Web site" could you refer me to where on your site I can find them?
Also I get a bit confused when reading about Users, Clients, Management, those terms refer to Management of the CRM Company, or to the Management of the Client Company? As for Clients does it mean the End-Clients or the Company which is the client of the CRM Company? Etc.
I figure that in CRM circles there are certain rules as to the nomenclature each player in the line of business has. (Did I make sense?)
Still there are some CRM terms which I can relate to Marketing terms and/or figure out what they mean. But for example; what is the difference between, Telemarketing and Telesales. Or are there CRM specific meanings apart from the obvious in terms like: incident assignment/escalation/tracking/reporting, problem management/resolution, order management/promising, warranty/contract management.
So can you help me any further?
Thanks in advance.
Dinko

Thanks (0)