What is Customer Relationship Management?

Customer relationship management is a management software for enterprises to distinguish customer needs.

Customer relationship management refers to the process of using corresponding information technology and Internet technology to coordinate the interaction between enterprises and customers in sales, marketing and service in order to improve their core competitiveness, so as to improve their management methods and provide customers with innovative personalized customer interaction and services.

The ultimate goal is to attract new customers, retain existing customers, and increase the market by turning existing customers into loyal customers.

Customer relationship management is a method and process of acquiring, retaining, and increasing profitable customers. Customer relationship management is not only a brand-new, internationally leading, customer-centered enterprise management theory, business concept and business operation model, but also a specific software and implementation method that uses information technology as a means to effectively improve enterprise revenue, customer satisfaction and employee productivity.

It is not a business between oneself and customers to have dealings, it should be a good friend relationship, and it is a good salesman to be able to do this, which is customer relationship management.

Customer relationship management (CRM) is a system used to manage a company's interactions with current and future customers. It typically involves employing technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

CRM was first developed in the United States, and the concept of CRM was first proposed by Gartner Group. After the 90s of the 20th century, with the tide of the Internet and e-commerce, it has developed rapidly. Different academics or business organizations have different views on the concept of CRM.

No matter how CRM is defined, "customer centricity" will be at the heart of CRM.

On the basis of the concept of CRM, from the three levels of sales concept, business process and technical support, CRM can be defined as: CRM is a combination of modern information technology and business ideas, which uses information technology as a means to form an automated solution through the important combination and design of customer-centric business processes to improve customer loyalty and ultimately improve business operation efficiency.

A well-designed CRM has the following features:

1. Relationship management is a customer-oriented function, providing service response based on customer input, one-to-one solutions that meet customer needs, direct communication with customers and customer service centers to help customers solve problems.

2. Sales team automation, which can be used to perform activity analysis, automatically track customer account records (for repeat or future sales), and coordinate sales, marketing, call centers, and retail stores to automate sales teams.

3. The adoption of technology, this function refers to following the development trend of technology, as well as the use of the latest value creation technology, to comprehensively update valuable customer information. This function uses data warehouse technology to aggregate transaction information to fuse relevant information, and then merge the information with CRM solutions, as well as KPIs (Key Performance Indicators) for Tihuai Mountain.

4. Opportunity management. This capability helps companies manage undesirable developments and demand, and create accurate sales models that integrate sales history with sales.

5. Application support. A quality CRM will provide application support through the merchant's application programming interface (API) or from third-party companies. These applications quickly interconnect existing software systems in the enterprise, eliminating the need for expensive custom integrations.

Customer relationship management refers to the process of coordinating the interaction between enterprises and customers in sales, marketing and service in order to improve their core competitiveness, so as to improve their management methods and provide customers with innovative personalized customer interaction and services. Whoop

For commercial banks, through the implementation of customer relationship management, the bank can truly establish the "customer-centric" business philosophy, and through the implementation of customer-oriented business strategies, so as to achieve active financial innovation according to the changes in customer needs.

Through the comprehensive analysis and mining of a large number of customer data, we can identify high-quality customers, conduct customer segmentation, provide high-quality and personalized services for different customers, improve customer satisfaction and loyalty, and ultimately realize the dual improvement of the bank's profit and core competitiveness.

Key features of CRM CRM before chaos:

1. Customer management: manage the whole life cycle of customer files, this function allows users to view and maintain customer information anytime and anywhere, and when the information changes, it will be synchronized and notified in time; Customers can be shared with one click, which is convenient for sales handover. Protect sales materials through a perfect authority mechanism, and change the person in charge with one click to avoid the loss of customers caused by employee resignation.

2. Business opportunity management: Talk about sales opportunities to make funnel visualization to help the best performance for management. It visually shows the dynamics of the opportunity, the sales results, to guide the team in proper management.

3. Product management: Treat a certain part of the enterprise (may be a product, product line, service, brand, segmentation, etc.) as a virtual company's enterprise management, with the goal of achieving long-term customer satisfaction and competitive advantage.