客户关系管理CRM的功能可以归纳为三个方面：市场营销中的客户关系管理、销售过程中的客户关系管理、客户服务过程中的客户关系管理，以下简称为市场营销、销售、客户服务。
1、CRM系统在市场营销过程中
客户关系管理系统在市场营销过程中，可有效帮助市场人员分析现有的目标客户群体，如主要客户群体集中在哪个行业、哪个职业、哪个年龄层次、哪个地域等等，从而帮助市场人员进行精确的市场投放。
客户关系管理CRM也有效分析每一次市场活动的投入产出比，根据与市场活动相关联的回款记录及举行市场活动的报销单据做计算，就可以统计出所有市场活动的效果报表。
2、CRM系统在销售过程中
销售是客户关系管理系统中的主要组成部分，主要包括潜在客户、客户、联系人、业务机会、订单、回款单、报表统计图等模块。
业务员通过记录沟通内容、建立日程安排、查询预约提醒、快速浏览客户数据有效缩短了工作时间，而大额业务提醒、销售漏斗分析、业绩指标统计、业务阶段划分等功能又可以有效帮助管理人员提高整个公司的成单率、缩短销售周期，从而实现最大效益的业务增长。
3、CRM系统在客户服务中
客户服务主要是用于快速及时的获得问题客户的信息及客户历史问题记录等，这样可以有针对性并且高效的为客户解决问题，提高客户满意度，提升企业形象。
主要功能包括客户反馈、解决方案、满意度调查等功能。应用客户反馈中的自动升级功能，可让管理者第一时间得到超期未解决的客户请求，解决方案功能使全公司所有员工都可以立刻提交给客户最为满意的答案，而满意度调查功能又可以使最高层的管理者随时获知本公司客户服务的真实水平。
有些客户关系管理软件还会集成呼叫中心系统，这样可以缩短客户服务人员的响应时间，对提高客户服务水平也起到了很好的作用。
市面上很多的客户关系管理软件都会有很多其它功能，比如办公管理、行政管理、进销存等等，但是这些系统只是为使用者更加方便而产生的，其实与真正的客户关系管理没有任何的关系。
翻译：
What are the functions of the CRM system
Customer Relationship Management The functions of CRM can be summarized into three aspects: customer relationship management in marketing, customer relationship management in sales process, customer relationship management in customer service process, hereinafter referred to as marketing, sales, customer service.
CRM system in the marketing process
Customer relationship management system in the process of marketing, can effectively help marketing personnel to analyze the existing target customer groups, such as the main customer groups concentrated in which industry, which occupation, which age level, which region and so on, so as to help marketing personnel to carry out accurate market release.
CRM also effectively analyzes the input-output ratio of each market activity, and calculates the effect statements of all market activities according to the collection records associated with market activities and the reimbursement documents for holding market activities.
CRM system in the sales process
Sales is the main component of customer relationship management system, including potential customers, customers, contacts, business opportunities, orders, payment receipt, report chart and other modules.
Salesman through recording communication content, establish schedule, query appointment reminder, quickly browsing customer data effectively shortened the working time, and large business reminder, sales funnel analysis, performance indicator statistics, business stage division and other functions can effectively help managers to improve the entire company’s single rate, shorten the sales cycle, so as to achieve the maximum benefit of business growth.
CRM system in customer service
Customer service is mainly used to quickly and timely obtain customer information and customer history records, so as to solve problems for customers in a targeted and efficient way, improve customer satisfaction and enhance the corporate image.
The main functions include customer feedback, solution, satisfaction survey and other functions. The automatic upgrade function in customer feedback enables managers to get overdue and unresolved customer requests in the first time. The solution function enables all employees of the company to immediately submit the most satisfactory answers to customers. The satisfaction survey function enables the top managers to know the real level of the company’s customer service at any time.
Some CRM software also integrates call center systems, which can reduce the response time of customer service staff and improve customer service.
Many customer relationship management software on the market will have a lot of other functions, such as office management, administrative management, purchase, sale and storage, but these systems are just for the convenience of users, in fact, there is no relationship with the real customer relationship management.
