Which of the following is classified as an operational CRM application?

Operational Customer Relationship Management (CRM) applications are designed to support the frontline business processes that engage directly with customers. Each of the listed applications plays a crucial role in facilitating these engagements, which is why the correct answer encompasses all options.

Sales Force Automation (SFA) modules streamline the sales process by managing customer interactions, forecasting sales, tracking leads, and automating routine tasks for sales teams. This module directly assists sales personnel in optimizing their efforts in acquiring and retaining customers.

Call center automation modules enhance the customer service experience by managing interactions through various channels, such as phone calls, emails, and chat. This automation helps in efficiently routing calls, managing wait times, and ensuring that customer queries are resolved effectively, thus supporting operational efficiency.

Web-based customer self-service modules empower customers to access information and services on their own, reducing the need for direct interaction with customer service representatives. This capability increases customer satisfaction by allowing users to resolve issues or find information quickly at their convenience.

By incorporating all these elements, operational CRM applications provide a holistic approach to managing and enhancing customer relationships across different touchpoints, making option D the most comprehensive and correct choice.