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Cross-selling Selling additional products or services Up-selling increasing the value of the sale Analytical CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers Sales and use of Operational Technology the sales department was the first to begin developing CRM systems with sales force automation Sales Force Automation a system that automatically tracks all of the steps in the sales process Sales management CRM system Automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts Contact Management CRM system maintains customer contract information and identifies prospective customers for future sales Opportunity management CRM system target sales opportunities by finding new customers or companies for future sales Contact center (call center), web-based self-service system (click-to-talk), call scripting system Customer Service Technologies Automatic call distribution, interactive voice response, predictive dialing Common features included in contact centers