Original title: introduction to crm customer relationship management system
Customer relationship management originated from "contact management" in the early 1980s. It is used to collect and sort out all the information related to customers and enterprises, so as to improve management and marketing efficiency. Later, when dealing with the relationship with external customers, enterprises found that customer relationship management without software support was inadequate, so CRM customer relationship management came into being.
Since Gartner Group, an American consulting company, put forward the concept of customer relationship management in 1993, there have been many different opinions on what is customer relationship management. Here are some typical definitions.
The concept says that CRM is not a software package, a data warehouse, a call center, or a network. It is not a customer loyalty project, a customer service project, a project to obtain customers, or a project to win customers. CRM is a set of philosophy.
Strategy theory: CRM is a kind of business strategy. It integrates customer information through information technology to provide enterprises with a comprehensive, reliable and complete customer perception. It makes all interactions between customers and enterprises meaningful and helps maintain and expand mutually beneficial relationships. The purpose of CRM system is to improve customer service, enhance customer satisfaction and maintain good customer relations through the combination of business process and technology.
According to the system, customer relationship management is a set of principles and systems that focus on customers throughout the customer cycle. The goal is to reduce the sales cycle and sales costs, increase revenue, find new markets and channels needed to expand business, and improve customer value, satisfaction, profitability and loyalty.
According to the plan, CRM is the sum of management methods and solutions of information technology, software and hardware system integration. It integrates the marketing concept on the software through information technology, combines the technical factors such as the Internet, data mining, artificial intelligence, call center and marketing management, and provides a systematic, integrated and intelligent solution for enterprise sales, customer service, and marketing decisions.
There are still many definitions of CRM customer relationship management. It seems that it is not easy to define CRM. It can be seen that CRM covers a wide range, many angles and deep levels. There are a thousand kinds of CRM in the heart of a thousand people, which is worth knowing from many different perspectives.
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