What are the processes of customer relationship management system?

Customer relationship management under the network environment Abstract: With the development of modern science and communication technology, the Internet is gradually entering people's lives, and the information on the Internet is becoming more and more abundant. Now, when e-commerce is booming on the Internet, only rich information content can no longer meet the needs of merchants and customers. Merchants are increasingly concerned about how to establish an effective value chain with customers and generate more benefits; What users care about is whether they can get the most effective service. Therefore, in pursuit of sending the right information to the right object at the right time, CRM (Customer Relationship Management) has become a hot topic. Keywords: Customer relationship management application status has been successfully implemented. 1. The concept of customer relationship management Customer relationship management (CRM) is a continuous process of constantly strengthening communication with customers, constantly understanding customer needs, and constantly improving and perfecting products and services to meet customer needs. With the advent of the era of global network economy, the strategic goal of enterprises is customer-oriented. The positioning of enterprise CRM information model and system is based on the following three points: paying attention to the excess short-term income of customer life cycle value, paying attention to customer loyalty and excess customer satisfaction, and paying attention to customer retention rather than customer acquisition. Second, the content of customer relationship management In order to win high customer satisfaction and establish a long-term good relationship with customers, various tasks should be carried out in customer management. (1) customers analyze who the customers are, the basic types of customers, the different demand characteristics and buying behaviors of individual buyers, middlemen and manufacturers, and on this basis, analyze the influence of customer differences on enterprise profits. (2) Providing personalized services In order to retain customers, we must provide customers with fast and satisfactory services, which requires sales personnel to master professional knowledge, be familiar with the market and understand customer needs. Research and analysis of trading customer data has become an effective way to achieve success. (3) Actively communicate with customers. Customer information exchange is a two-way information exchange, and its main function is to achieve mutual contact and influence. The process of customer management is essentially a process of information exchange with customers, and effective information exchange is the way to establish and maintain a good relationship between enterprises and customers. (4) Correctly handling complaints is also very important for the correct handling of complaints, which can turn the disappointment of customers due to mistakes or mistakes into new opportunities and show the brand image of real estate brokerage enterprises that operate in good faith and serve customers. Even if the problem is not caused by the fault of the brokerage company, the company should explain it in time. If you can help customers solve the problem, it will be better to leave a good impression on customers. (5) Retain customers with good relationships and establish long-term cooperative relationships. In order to establish and maintain long-term and stable relationships with customers, we first need a good foundation, that is, to gain the trust of customers; At the same time, we should distinguish different types of customer relationships and their characteristics, and establish customer organizations, analyze customer relationships frequently, evaluate the quality of relationships, and take effective measures to maintain long-term friendly relations between enterprises and customers. Third, the application status of customer relationship management At this stage, there are very few enterprises that can successfully apply CRM technology and CRM management ideas to enterprise management. At present, there is not a powerful enterprise application integration scheme for CRM applications. A complete CRM scheme needs to be closely integrated with marketing, sales tracking, customer service, ERP, SCM and other systems. There is no such complete CRM application package in the market, so users must develop their own application integration scheme. (1) Enterprise's own reasons 1. The business plan is not comprehensive. Problems in the overall planning process. First, some enterprises have not carefully examined the overall needs of enterprises and only considered local applications, which may lead to the selection of systems that are not suitable for the needs of future enterprises; Many enterprises' CRM strategies only pay attention to the single CRM demand of a certain aspect or a certain department, or only pay attention to the difficult solutions of CRM, but fail to make a comprehensive business plan for the deployment of such solutions from the perspective of CRM demand of the whole enterprise. Second, there is a tendency to directly enter the software selection stage without carefully evaluating the current process. 2. Imperfect project team and lack of a sound CRM development team are the problems existing in the start-up of many enterprises. Without a good project team, there is no ability to understand and study the problems existing in the existing marketing, sales and service strategies of enterprises, let alone find out reasonable improvement methods. 3. Choose a CRM solution quickly. A complex CRM solution has three important elements: software, technology and suppliers. In product selection, enterprises face many problems, the most obvious problem is to hastily choose CRM software and its suppliers. Many companies have not listed the advantages and disadvantages of various CRM products, so they choose them in a hurry. At present, under the condition that the quality of products and services of various software manufacturers is mixed, it is an important guarantee for CRM implementation to choose a supplier with rich development experience, good communication, quick response to the requirements and needs of enterprises and good pre-sales, in-sales and after-sales services. 4. Enterprise employees do not support it. After the enterprise spent several million yuan to establish the CRM system, the original popularity suddenly declined when it was actually implemented, and the employees of the enterprise did not support it, because the enterprise had to pay a great price to fully integrate CRM into its work. Many enterprises are not fully prepared for this, but,