What are the advantages of using CRM to manage services?

CRM can take customers as the center, realize the management of customer-related information and processes, and fully support the internal management processes of enterprises, and realize relevant business intelligence on this basis. The basic contents include customer information management, customer complaint consultation and handling, customer product service (maintenance, etc. ) management. Through process management, enterprises can accept and schedule service tasks almost in real time. At the same time, the relevant functional departments and institutions of the enterprise realize collaboration through this platform.

Enterprises that have customer information and use application systems to manage this information have the following advantages:

(1) Increased satisfaction leads to an increase in customer retention;

(2) Identify the customers with the highest profit contribution and deal with them accordingly;

(3) Reduce the marketing cost through effective targeted marketing activities;

(4) Guiding potential consumption to appropriate sales channels;

(5) Providing correct products to increase sales (cross-selling/vertical selling);

(6) Achieve a higher return on investment; By increasing the profit of each sale;

(7) Simplify the sales cycle manipulated by the internal workflow of the department;

(8) Reduce repetitive operations through centralized activities;

(9) Reduce errors caused by multiple uncoordinated customer interaction points and save costs;

(10) Use the communication channels that customers like to increase their understanding of customer needs;

(1 1) Refer to previous contact records with other customers and communicate with current customers;

(12) Evaluate future sales, marketing and customer service activities based on the analysis of past performance;