1, customer relationship management is a guiding ideology and concept of enterprise management, which considers customers as important assets of enterprises and emphasizes the importance of customer care.
2. Customer relationship management is an innovative enterprise management model and operating mechanism, which can improve customer satisfaction and loyalty by improving business processes and interaction with customers, thus increasing the market share and profitability of enterprises.
3. Customer relationship management is the sum of information technology, software and hardware system integrated management methods and application solutions in enterprise management. It uses advanced information technology and internet technology to realize effective communication and interaction between enterprises and customers, and improve customer service level and enterprise operation efficiency.
These three levels are interrelated and complement each other. Management idea is the forerunner of CRM. Without correct management concepts and guiding ideology, effective customer relationship management is impossible. Management mode and operation mechanism are the cornerstones of CRM, which provide organizational and process guarantee for enterprises to implement customer relationship management. Information technology and application solutions are the support of CRM, providing technical and tool support for enterprises to achieve the goal of customer relationship management.
CRM usage:
1, customer information management: CRM system can centrally manage the basic information of customers, such as name and contact information. , so that business personnel can fully understand the customer's situation.
2. Sales management: Through the CRM system, enterprises can manage sales leads, business opportunities and sales forecasts, helping salespeople to better track and manage sales business.
3. Marketing management: CRM system can be used to formulate and implement marketing plans, track and evaluate the effects of marketing activities, and help enterprises improve marketing efficiency and effectiveness.
4. Service management: CRM system can record and manage the whole process of customer service, including customer consultation and complaint handling, thus improving customer satisfaction.
5. Data analysis: CRM system can deeply analyze a large number of customer data, help enterprises understand customer needs, behaviors and trends, and provide data support for enterprise decision-making.
6. Customer care: Through the CRM system, enterprises can regularly care for customers, such as sending holiday wishes and preferential information, thus enhancing customer loyalty.