PIVOTAL RELATIONSHIP

computer software for use in the total management of customer relationships, namely, customer communications by facsimiles, telephone, E-mail and a global computer information network; customer contact management, namely, storage of customer personnel information and addresses; classification of contacts by type; scheduling of appointments and tasks; recording of customer interaction; maintenance of a communications log; automatic generation of follow-up activities; automatic notification of important events and customer interactions; sales management, namely, qualification and distribution of leads; conducting of telemarketing campaigns, trade shows, seminars and direct-mail campaigns; organization of team selling, namely, assigning sales opportunities to teams; assigning tasks to team members; tracking sales results; generation of repair and warranty work orders and maintaining special handling notes for customers; product or service order and invoice management, namely, maintenance of product lists and price lists; cataloging of parts and products, generating and sending order confirmation; tracking status of orders; printing of invoices; generation of sales graphs; and sale forecasting; time and expense; administration, namely, tracking of billable time and expenses; calculation of billable fees; generation of reports on expenses; human resource management, namely, storage of employee personnel and work histories; tracking of vacation and sick days; maintenance of sales quota and commission sales information; tracking of employee reviews; and maintaining of employee benefit plans; word processing; inventory management; and accounting