With customers as the center and information technology as the means, realize the informatization, automation and integration management of marketing, customers, sales, products, services, etc., help enterprises manage customers in a unified manner, meet personal needs, maintain customer relations, prevent customer loss, simplify sales processes, and improve sales performance SCRM management system is both a management idea and a management technology.
1、 Customer management integration
Problems encountered in the sales process of traditional enterprises:
The traditional manual, manual and paper-based customer management mode, where the customer name, company, landline phone, mobile phone, address and other information are recorded in various departments, personnel and equipment. The enterprise does not know what customers are, what customers need, and cannot provide personalized needs
The targeted solution of the SCRM management system:
Customer relationship management software can help enterprises store massive customer information in a unified way. Through unified format, standard classification, strict authority, and clear presentation, it not only provides basic information such as customer name and phone number, but also completely records every communication process since the first contact with customers. All these will be permanently stored in the system and will not be affected by personnel changes or resignations. first-class The SCRM management system can also recycle customer resources through customer data transfer, customer redistribution and other ways to help enterprises accumulate customer resources, accumulate management experience and make full preparations for subsequent sales links.
2、 Integration of sales management
Problems encountered in the sales process of traditional enterprises:
Untimely tracking, unscientific methods, low sales efficiency, etc. are common management problems in the effect process. The SCRM management system can comprehensively track and real-time monitor the whole process of sales leads, customer tracking, sales visa, contract repayment, after-sales service and related maintenance. At the same time, cooperate with various real-time reminders provided by the system, such as tracking, to-do list, agenda, comments, etc., to promote the sales staff to track every customer orderly, accurately and efficiently, avoid missing, forgetting, and losing orders, shorten the sales cycle, and improve the sales success rate.
The targeted solution of the SCRM management system:
For example, in In the SCRM management system, by waiting for investigation, mail, contact, and attention, you can continuously decompose and quantify the sales plan, and track and monitor the execution status of sales tasks and sales personnel in real time. The system also provides follow-up strategies such as collection without contact, interval without contact, follow-up without success, follow-up with overdue recovery, collection with overdue recovery, and voluntary abandonment of sales personnel, so as to realize the recycling of customer resources. In addition, the system also provides a real sales intelligence tool - customer cooperation and contact, and automatically according to the list of customers most suitable for enterprise sales big data cooperation. Advanced sales ideas and follow-up methods based on real data will improve sales accuracy, efficiency and performance.
3、 After sales management integration
Problems encountered in the sales process of traditional enterprises:
Enterprise customers include potential customers, target customers, successful customers, members VIP, channel merchants, dealers, agents, etc. are a large and diverse group. Each category and each customer has a unique personality, and then involves historical purchase, consumption, payment collection and other records. Without advanced SCRM management system to manage, it is impossible to fully understand and grasp customer needs, problems, pain points, etc., and it is difficult to find key customers, It is also impossible to allocate time scientifically and reasonably, and personnel focus on maintaining core customers, which is not conducive to the long-term competitiveness of the company.
The targeted solution of the SCRM management system:
advanced The SCRM management system generally integrates customer service, care, access, complaints, suggestions, and after-sales service knowledge base, fully records and monitors after-sales service in real time, improves service efficiency and quality, and achieves the goal of improving customer satisfaction and return rate. At the same time, after-sales service is also an important part of after-sales service. By providing a set of functions such as after-sales service reception, acceptance, processing and dispatch, the SCRM management system realizes the automation and visualization of the service process, helps enterprises significantly reduce service costs, tap business opportunities and bring new sales
4、 Data analysis integration
Problems encountered in the sales process of traditional enterprises:
In the process of operation and development, various problems and problems will appear. The root causes of the problems are mainly information problems, such as insufficient information, information confusion, information management difficulties, statistical analysis of insufficient information, insufficient information support for investment decision-making and management division.
The targeted solution of the SCRM management system:
ripe CRM system can not only fully realize the automation of business processes, but also provide strong support for some management decisions. Because customer relationship management has obtained and deepened the information of a large number of customers, it has carried out a perfect intelligent analysis of the market and customer needs through the successful construction of data warehouse and data mining, providing reference information for management decisions, thus improving the effectiveness of management decisions. In addition, CRM's business intelligence can also improve the pricing method of products, improve market share and find market opportunities.
The SCRM management system can analyze the key data of the enterprise in real time, and the statistical charts can clearly show the data and development trends related to the market, sales, customer service, etc., providing effective data support for enterprise management and decision-making.
