Operational CRM technologies support day-to-day customer interactions and data management.
Contact management is the specific technology used to store customer information, track interactions, and manage future sales opportunities.
Application in the Scenario:
Maintaining customer data and identifying prospective customers for future sales are core functions of contact management systems in CRM.
Why Other Options Are Incorrect:
Option A (Cross-selling): Cross-selling is a sales strategy, not a CRM technology.
Option B (Campaign management): Campaign management focuses on organizing marketing campaigns.
Option C (Call scripting): Call scripting aids in customer interactions but does not manage customer data.
References:
Operational CRM Tools Overview – Zoho CRM
Contact Management Best Practices – Salesforce
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