In CRM system, these detailed customer information can restore customers' personality characteristics and shopping preferences. CRM can form customer classification through the analysis of comprehensive customer information, help enterprises to provide targeted products or services, improve customer satisfaction and realize the benefits of enterprises.
1, CRM helps enterprises make decisions.
The business development of an enterprise in a specific customer environment is closely related to its business strategy. Therefore, information is the basis of decision-making, and knowing ourselves and ourselves can be in an invincible position. If an enterprise wants to be a "winning general" in the market and maintain the hard-won customer relationship, it must grasp the customer information comprehensively, accurately and timely, and know its customers as well as its own products.
CRM system can help enterprises accurately grasp customer information, provide accurate and scientific basis for enterprise decision-making, and avoid decision-making deviation caused by misjudgment. Accurately locate the company's resources on the main problems faced, help enterprises to formulate correct business strategies and stabilize customer relations.
2.CRM helps customers score.
The information generated by customers and enterprises in the transaction process is the most important. CRM system forms customer data analysis according to the customer's personal information and transaction information in the system. Through analysis, enterprises can better understand their customer groups, identify how much value they have, and identify high-quality customers who contribute a lot and ordinary customers who contribute a little. In this way, enterprises can manage different levels of customers according to the value and contribution they bring to themselves. Provide different services for different levels of customers, and decompose them one by one to improve enterprise efficiency.
3.CRM helps customers communicate.
Traditional unified advertising, unified marketing and unified service can not achieve targeted communication with customers, and even widen the distance between enterprises and customers. With the increasingly fierce market competition, having complete customer information is not only conducive to understanding and selling customers, but also conducive to communicating with customers.
CRM system can grasp the detailed customer information, so as to grasp the customer's personality and conduct one-to-one communication between enterprises and customers. CRM system can carry out targeted advertising according to the different characteristics of each customer. Generally speaking, the feedback rate of large-scale promotion can only reach 2%-4%, but on the basis of understanding customer information, the feedback rate can reach 25%-30% through CRM system screening and targeted marketing.
4.CRM improves customer satisfaction.
In order to gain customers' confidence in the fierce competition market, enterprises need to meet customers' needs and preferences to the greatest extent, and start to formulate marketing strategies by grasping customers' demand characteristics, purchasing tendencies and operating conditions.
CRM system can record customers' trading behavior in real time, which is convenient for internal employees to check, so as to find problems in time and prevent customers from losing. For example, CRM will display the data of customers' decreasing orders, which is convenient for enterprises to find out in time and make home visits before competitors, and at the same time, it will launch certain preferential strategies to save customers in time.
CRM system is an important carrier for enterprises to collect and sort out customer information. Complete customer information can help enterprises make different levels of decision-making and management, strengthen communication with customers to achieve customer satisfaction, and ultimately improve enterprise efficiency.