Sales CRM

Sales CRM is the part of the CRM solution that manages the commercial side of the customer relationship, from initial opportunity through to a fulfilled order and ongoing contract.

Role of Sales CRM in CRM

Sales CRM closes the gap between sales, fulfillment, and service by bringing them onto the same platform. A service agent handling a billing dispute can see the original order and its history. A fulfillment team responding to a change request can act without waiting for information to be passed manually. When a customer's contract approaches renewal, the sales team is notified automatically.

Sales CRM manages the lead-to-cash lifecycle through applications covering lead and opportunity management, CPQ, order capture, order fulfillment and operations, and post-sales contract management.

Sales CRM across the CRM portfolio

Table 1. Sales CRM connections to CRM products and solutions

Connection	Sales CRM role	CSM / FSM role
Order case management	Creates order cases when issues arise with an order, such as quantity changes, delivery updates, or billing discrepancies.	CSM provides the case management framework that Sales CRM extends for order-related issues. Service agents handle order cases in CSM Configurable Workspace.
Shared customer data	Order, contract, and entitlement data created in Sales CRM is available to service agents without manual synchronization.	CSM maintains the shared customer data model. Agents can see what the customer has ordered and what they are entitled to.
Field service fulfillment	Triggers work order creation in FSM for order types that require on-site installation or configuration.	FSM receives work orders from Sales CRM fulfillment workflows and dispatches technicians to complete the required on-site tasks.