CRM is a method and process to acquire, maintain and increase profitable customers. CRM is not only a brand-new, internationally leading, customer-centered enterprise management theory, business philosophy and business operation mode, but also a concrete software and implementation method to effectively improve enterprise income, customer satisfaction and employee productivity by means of information technology.
CRM improves and enhances the performance of the whole customer relationship life cycle to the greatest extent. CRM integrates customers, companies, employees and other resources, effectively and structurally allocates and reorganizes resources, so as to facilitate the timely understanding and use of relevant resources and knowledge in the whole customer relationship life cycle; Simplify and optimize various business processes, so that the company and employees can focus on the important aspects and core business of improving customer relationship and performance in sales, service and marketing activities, and improve employees' quick response and feedback ability to customers; It also brings convenience to customers, who can quickly obtain personalized products, solutions and services according to their own needs.
CRM is a means, whose fundamental purpose is to reduce operating costs and improve sales revenue, customer satisfaction and employee productivity by continuously improving customer relationship, interaction mode, resource allocation, business process and automation. The ultimate goal of an enterprise is to maximize profits, and good customer relationship management is the means to achieve the above goals. From this point of view, it can be said that ——CRM application is based on the interests of enterprises, and at the same time it is convenient for customers and makes them satisfied.
In marketing and enterprise management, CRM will be first applied to sales organizations and service organizations of various enterprises, bringing you long-term value-added and competitiveness.
The risk is that the team lacks a culture of advice, trust and performance, and there is insufficient communication between teams. What was supposed to provide work efficiency was finally given up for this reason, and the investment was not rewarded. My clients always talk from the perspective of consultation. Tell him that you must be prepared. Generally speaking, the risk is inevitable, but it can be controlled. There are many human factors, so we should do ideological work well. It should not be conveyed to the sales staff that "CRM" is above "restricting and managing us is a burden!"
Let the sales staff feel: "CRM is the collector of real-time data and the participant and executor of sales activities. This is a good tool and is very helpful to my work. "
In 1 enterprise, the long-term development strategy is compatible with the long-term development strategy of the enterprise.
2 enterprise internal management process tools to strengthen the management process
3 Integrate customer resources and collect various customer information sources.
4 sales opportunity mining and performance improvement, used for personalized information mastery and feature analysis.
5. Users communicate with partners to establish the corresponding standardized management system.
6 departments work together to coordinate the management and information integration of various departments.
Only through this kind of communication can we integrate enterprise resources, improve enterprise operation efficiency, strengthen management consciousness and process, tap sales opportunities, improve sales performance, improve the relationship with customers, retain customers and realize cross-regional distributed management and control.