1, advanced
Customer relationship management system involves a variety of information technologies, such as data warehouse, network, multimedia and many other advanced technologies.
At the same time, in order to realize all-round communication and interaction with customers, it is necessary to organically combine call center, sales platform, remote sales, mobile devices and e-commerce websites based on the Internet. These functional modules with different technologies and rules need different types of resources and specialized technical support to be combined into a unified customer relationship management system. Therefore, the customer relationship management system has the characteristics of high technology.
2, comprehensive
Customer relationship management system includes four subsystems: customer cooperation management, business operation management, data analysis management and information technology management. It integrates the requirements of sales, marketing, customer service behavior optimization and automation of most enterprises, uses a unified information base for effective communication management and execution support, and makes transaction processing and process management an integrated business operation mode.
Step 3 synthesize
Because of its powerful workflow engine, CRM solution can ensure that the tasks of various departments and systems can be dynamically coordinated and seamlessly connected. Therefore, the integration of CRM system with other enterprise information systems can maximize the component functions of each enterprise system, realize cross-system business intelligence, comprehensively optimize the internal resources of enterprises and improve the overall information level of enterprises.
4, intelligent
The maturity of customer relationship management system can not only realize the automation of sales, marketing, customer service and other business processes, but also reduce a large number of human logistics, and also provide managers with the analysis and integration of various information and data, providing a strong basis for decision-making.
At the same time, the business intelligence of customer relationship management adopts centralized management of business processes and data, which greatly simplifies the deployment, maintenance and upgrade of software; Customer relationship management system based on Internet enables users and employees to visit enterprises anytime and anywhere, which reduces a lot of transaction costs.
After the integration of customer relationship management system with other enterprise management information systems, business intelligence will be brought into greater play, which will provide support for enterprises to discover new market opportunities, improve product pricing schemes, improve customer loyalty and thus increase market share.
Extended data
CRM is a business strategy based on enterprise development strategy, which is customer-centered, not product-oriented, but customer-demand-oriented. Information technology is the means to realize CRM, which also shows that information technology is not all or necessary for CRM.
In order to redesign the business process, CRM has carried out customer-centered business process reengineering (BPR) based on information technology (CRM system).
In the construction of core competitiveness, in order to win the competition and grow rapidly, enterprises establish the concept of customer-centered, which includes judging, selecting, striving for, developing and maintaining the complete business strategy of customers; Paying attention to customer relationship, optimizing organizational system and business process, and improving customer satisfaction and loyalty can effectively improve efficiency and profit.