Business Computer Applications Practice Test

The main idea here is that CRM systems are built to manage relationships with customers across the entire lifecycle: attracting interest, guiding the sale, and supporting the customer after purchase. Marketing is the function that creates awareness, runs campaigns, captures leads, and nurtures potential buyers. Sales then takes those leads, tracks opportunities through the pipeline, manages forecasts, and closes deals. Customer service handles post-sale support, handles service requests or tickets, and maintains ongoing engagement to keep customers satisfied and loyal. When you combine these three areas—marketing, sales, and customer service—you cover the end-to-end experience a business has with customers, which is the core purpose of a CRM. Logistics isn’t a typical CRM function because it’s more about supply chain and operations than managing customer relationships. Analytics is a capability often included in CRMs, but it’s not usually listed as one of the three core functional areas; it supports all three by turning data into insights. So the best-fit trio that defines a CRM’s primary scope is marketing, sales, and customer service.