CRM customer management system, also called customer relationship management system, is an application system that takes customers as the center and uses information technology to apply advanced management thinking of enterprises.
Customer resource channel is an important part of an enterprise's market opening. Using advanced management thinking combined with existing network communication technology is to enhance the competitiveness of the enterprise, avoid resource waste, realize the integration of enterprise market, sales and service, improve the efficiency of staff, better serve customers, and enhance customer recognition Satisfaction is the most effective tool to enhance customer stickiness and loyalty. Through the analysis of customers, we can judge their purchase motivation, intention, purchase frequency, likes and other crowd portraits, so as to achieve one-on-one personalized service.
CRM customer relationship management system often has the following major functions:
Customer function
In sales activities, whether it is offline or online, salespersons can obtain basic information about customers. The first step is to establish a file for customers. Analyzing the source of customers, customer types, and product recognition is an effective way to improve sales performance, At the same time, provide guarantee for one-on-one maintenance and post service of customers.
service function
Enhancing after-sales service personnel's service awareness of customers is an effective way to establish corporate image and increase customer stickiness and loyalty. When receiving customer feedback, you can quickly find the past purchase records, and submit the feedback problems to after-sales service personnel at the first time to provide corresponding after-sales support services at the first time, At the same time, the customer service personnel can pay a return visit to the work of the after-sales service personnel, which not only makes the customer feel concerned but also establishes the brand image.
Marketing function
The more sufficient the planning of marketing activities, the analysis of competitors and the preliminary preparation of competitive product investigation, the more favorable the later market expansion will be. The marketing function is a management tool to assist marketing personnel in carrying out various marketing activities, such as the preparation content of marketing activity plans, the scope and time of activities, the budget of activity funds, and the list of invited personnel. Marketers can make timely adjustments based on current nodes and market dynamics to deal with daily emergencies.
Voice call function
The voice call function is a collaboration function that integrates software and hardware. It can seamlessly connect the agent and CRM customer management system. One button outbound calls save repetitive and tedious work, improve the working efficiency of marketing personnel, and bid farewell to the traditional landline telephone to manually enter the phone number, and then manually record the call content, The voice call function can automatically upload the call recording at the moment of hanging up the phone. With the maturity of the current voice assistant technology, voice can be converted into text at the same time.
In the past years, CRM customer management system was the standard configuration for large enterprises, but with the promotion of Internet application technology, it has now become an indispensable tool in daily office work. Based on previous case studies, the value of CRM customer management system for enterprises is immeasurable, which reduces labor, improves work efficiency, and avoids waste of customer resources CRM customer management system plays an important role in such problems as customer loss caused by employee turnover. After all, customers are the guarantee for an enterprise to survive.
