Classification of CRM:
1. According to different types of customers, CRM can be divided into BtoB CRM and BtoC CRM. The customers managed by bto CRM are enterprise customers, and the customers managed by bto CRM are individual customers. The CRM of BtoB is the content of most CRM in the market, and it is needed by enterprises that provide enterprise product sales and services. Enterprises that provide personal and family consumption need the CRM of BtoC.
2. According to the different emphases of CRM management, it can be divided into operational CRM and analytical CRM. Most CRM is operational CRM, which supports every link of CRM daily workflow, while analytical CRM focuses on data analysis.
Extended data:
The role of CRM:
1, improve employee efficiency:
CRM system, born from customer relationship management, can help enterprises to enter customer information. When the number of customers in an enterprise reaches a certain level and employees want to process customer information and follow up different customers, CRM system can be used to provide services for customers quickly and accurately. For example, sales staff can use each functional module of crm system to conduct comprehensive and orderly pre-sale, mid-sale and after-sale management for customers.
2. Cultivate loyal customers:
The core concept of CRM system is "customer-centric". Enterprises can satisfy customers by meeting the individual needs of different customers. At the same time, enterprises can attract and cultivate a large number of customers by strengthening customer relationship management, so that satisfied customers can be transformed into loyal customers, thus establishing long-term and stable relationships with customers and forming unique resource advantages and competitive advantages of enterprises.
Baidu Encyclopedia-Customer Relationship Management