CRM system: How to build and potential
CRM stands for “Customer Relationship Management” which roughly translates to customer relationship management. It can be understood simply as the way a business manages its interaction and communication activities with its customers to form a loyal customer relationship with the business.
Why is the CRM system a business concern?
CRM is a customer relationship management system, a business strategy that businesses use to minimize costs and increase profits by reinforcing customer trust, satisfaction and loyalty. Customer relationship management systems gather information from all data sources in an organization or business to provide administrators with a new overview and direction based on analytical data. .
Objects using CRM system
Although the organizational structure and operating procedures in each agency or business are completely different, every department in it can get the benefits that a CRM system brings. Many people assume that a CRM solution is only for sales and marketing departments, but that is not true. Every part of the business, from employees to administrators, can benefit from the benefits of implementing a CRM system.
Create database, install CRM
Parameter setting, system configuration setting.
Statistics on the business situation of enterprises
Build advertising campaigns
View employee work reports and track each employee’s work progress
Full summary of potential customer information
Build a daily work plan
Create and track sales opportunities
Create customer quotes when needed
Building a customer relationship management system (CRM)
Business strategy and customer strategy are the two most basic and important elements in the strategy of building a CRM system. Below is the CRM strategy matrix, showing the different levels that businesses can adopt over time.
The company will focus on strategic products and distribution channels without paying attention to customers.
Provide additional services and customer support
Businesses will focus on supporting customers more and begin to differentiate in the treatment of customers. Businesses can choose to build a customer care system, implement telemarketing, build a simple customer management system, and automate sales and marketing.
Collect more detailed, more quality customer information
Businesses can build and execute marketing strategies that are personalized and focused on the real needs of their customers to build their loyalty to the product. Enterprises can develop a more detailed information and behavior management system to ensure a better understanding of them and their needs. Activities may include: customer potential assessment, competitor response assessment, customer loyalty management, scoring (membership card), risk management go out.
To do this, businesses need to segment their customers in more detail, offering different benefits to different customers (the nature of the CRM system); Identify and manage methods for cross-selling and up-selling to increase profits.
This is the ultimate goal of implementing a CRM strategy in an enterprise. Each different customer will be cared for, treated differently and receive different values from the business.
Activities that can be implemented in this phase: One-to-One marketing, integrated systems (email, phone, sales automation), integrated multi-channel interaction management with customers ( Zalo, Facebook, Instagram, Messenger…)… From there, businesses will have a panoramic view of their customers, their transaction history with the business, thereby reflecting the activities of each employee, each department and evaluate the quality of these activities,
For each business, based on industry characteristics, business characteristics and internal capabilities, they will choose the most suitable CRM system development strategy.
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