Which of the following capabilities is typically found in major CRM software products?

In the context of major Customer Relationship Management (CRM) software products, the correct answer emphasizes the broad functionality that such systems typically offer to facilitate business operations and improve customer interactions. CRM systems focus primarily on managing customer data, enhancing customer relationships, and supporting sales management.

While returns management, order management, and account management can all be relevant to customer relationship strategies, account management stands out as a core feature of CRM systems. Account management focuses on maintaining and enhancing relationships with customers, tracking their activity, managing interactions, and ensuring a high level of service. This capability is integral to the overall purpose of CRM systems, which is to create and nurture strong customer relationships.

Returns management and order management may also be parts of a broader customer service and business operation context, but they are more typically associated with supply chain management or enterprise resource planning (ERP) systems rather than being the hallmark of CRM capabilities. Therefore, focusing specifically on account management aligns closely with the principal functions of CRM software, making it the most applicable choice among the options presented.