SFA, typically a part of a company's customer relationship management system, is a system that automatically records all the stages in a sales process.
This software includes a contact management system which tracks all contact that has been made with a given customer, the purpose of the contact, and any follow up that might be required.
This ensures that sales efforts won't be duplicated eliminating the risk of irritating customers. This software also includes a sales lead tracking system, which lists potential customer lists, or customers of related products.
An integral part of any SFA system is company wide integration among different departments. If SFA systems aren't adopted and properly integrated to all departments, there might be a lack of communication which could result in different departments contacting the same customer for the same purpose. In order to mitigate this risk, SFA must be fully integrated in all departments that deal with customer service management In addition to developing the system.
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