Functional highlights of CRM in the service industry, the main functions of the CRM system

The main functions of CRM include the following three aspects:

Sales automation.

CRM SFA can help you improve your sales performance and get more money. It automates your sales behavior, freeing you from repetitive operations and allowing you to focus more on finding leads, placing orders, and retaining customer relationships.

Big data analysis CRM comes with a business opportunity analysis system, based on the current situation of the market and competitors, using the most advanced big data analysis technology, which can help discover new business opportunities in the market, and at the same time integrate the customer resources of various online and offline channels of the enterprise, tap potential target customers, and help enterprises achieve a huge breakthrough in performance.

Marketing automation.

CRM CRM software can effectively plan marketing campaigns, conduct direct mail sales, track marketing spend, and optimize the lead generation process.

Customer Service & Support.

CRM provides many functions of customer service and support management (desktop help), such as service support (fault notification), Q&A (knowledge base), service support assignment and escalation based on workflow rules, and easy deployment of ** service support to help solve customer problems quickly. In addition, CRM lets customers send their requests to a specified email address and automatically converts customer emails into service support.

Service Support & Q&A enables organizations to streamline their customer service support processes and integrate sales and service support within the same system. Integrate sales and pre-sales support management to help organizations resolve customer issues faster, increasing customer satisfaction and loyalty, while increasing opportunities for cross-selling and reselling.

The overall characteristics of CRM are as follows:

Customer-centric;

a new management mechanism to improve the relationship between enterprises and customers;

The function can be continuously expanded according to the actual needs of the company, which is fully in line with the individual needs of the enterprise;

Compatible with PCs, tablets, mobile phones, mobile applications at night, supporting various data interfaces;

With real-time tracking, you can see how your customers are tracking and how you're selling.

Different types of CRM have different characteristics:

Operational CRM: Basic CRM, which is good at collecting and sorting out relevant information of customers, including customers' individual information, purchase records, purchase preferences, communication history, etc., it will organize them together and store them in the database, so that the company's employees can query them with one click at any time;

Analytical CRM: Unlike an operational CRM that collects data, an analytical CRM analyzes data and draws some important conclusions for drafting reports and making better decisions. This type of CRM uses powerful techniques such as data mining, pattern recognition, association, etc.;

Collaborative CRM: Integrates external stakeholders (e.g., merchants) and shares valuable customer information with them. The rationale is obviously to improve communication, gather information that can be used to target potential customers and make offers.

In fact, the characteristics of each CRM are different, taking Zhibang International CRM as an example, its characteristics:

1. Mainly customer-centric, information technology as a means;

2. It can establish a database of marketing, sales, service and support information related to customers to help enterprises control and follow up business opportunity information in real time, 3. Optimize marketing models, sales processes, collaboration strategies, service support and call centers;

4. It can conduct in-depth mining and analysis of customer data to discover valuable customers, potential markets, demand characteristics and behavior patterns;

5. It can maintain and strengthen customer loyalty, and quickly improve the response speed of service and support;

In short, it can realize the whole process of automated management of marketing, sales process, customer service and other activities. Some CRM can only achieve one of these functions, but Zhibang can realize the integrated management of sales and customers, and improve the efficiency of the enterprise in all aspects.

1. The marketing CRM system can centralize the internal management of the enterprise and control the work of personnel in a timely manner. It can also collect, count, sort out and analyze market demand information in real time, so that enterprises can grasp market trends in a timely manner, respond to market renewal in a timely manner, and carry out targeted marketing activities.

2. Marketing CRM eliminates the traditional paper submission for approval and improves work efficiency. The system can also collect and sort out customer information through the marketing module, realize the classification, grading and regional management of customers, and carry out accurate marketing promotion for customers with different needs, characteristics and values, so as to give full play to the maximum value of marketing.

3.Realize enterprise automation management. Customize workflows with the ability to automatically set reminders for major transactions, automatically create tasks, and set up email notifications using predefined email templates.

So that the business never misses every important piece of information. In addition, the marketing CRM can also be used to operate the company's business on mobile devices such as mobile phones, which can be easily completed at your fingertips and can be worked anytime and anywhere. Don't be afraid to delay the progress of the work.

4. Realize the submission and review of documents, with custom review processes and formulas. Sales automation can improve the accuracy and rapid implementation of marketing planning through intelligent review processes, workflow engines, and formula customization. Marketing CRM systems can create workflows based on market information to automatically assign new leads to a salesperson based on set criteria.

It greatly improves the efficiency of marketing work.

With the change of enterprises' marketing needs, the strictness and rigor requirements for marketing are getting higher and higher. Therefore, marketing CRM is an effective way for enterprises to achieve more effective product promotion, which can help enterprises obtain more accurate and valuable business opportunities, so as to enhance the mining of valuable customers and improve the sales efficiency of enterprises. It can enable enterprises to form their own marketing management process and improve the success rate of marketing.

Using a CRM system (Customer Relationship Management System) has the following benefits for sales efforts:

Better understanding of customers: CRM systems can help salespeople understand information such as customer needs, preferences, purchase history, and complaints, so as to better understand customer needs and pain points, and provide more targeted services and products.

Higher sales efficiency: CRM systems can automate sales processes, such as follow-up emails, reminders of sales opportunities, etc., improving the efficiency of salespeople and allowing them to focus more on communicating with customers rather than tedious administrative tasks.

Better management of sales opportunities: CRM systems can help salespeople better manage sales opportunities, such as tracking sales progress, evaluating sales potential, success rate of sales opportunities, etc., so as to improve sales conversion rate and performance.

Better collaboration and communication: CRM systems allow sales teams to collaborate and communicate better, such as sharing customer information, exchanging sales strategies and sales progress, etc., thereby improving the team's cooperation efficiency and work quality.

CRM is a scientific and comprehensive information-based enterprise customer management system, which can help enterprise sales teams manage customer information in a refined manner to achieve target sales performance.

Take the 8Manage CRM system as an example, it can help businesses to:

Fine-grained customer information management to help identify business opportunities.

Improve sales funnel management and effectively monitor opportunities.

Prioritize opportunities and improve focus.

Improve the opportunity follow-up process to drive deal success.

8Manage CRM analyzes how CRM lead management can help all aspects of sales, helping enterprise sales teams to progress from opportunity identification to follow-up in a standardized sales process, and finally to facilitate sales transactions.

1. CRM is a business strategy that maximizes long-term value through the selection and management of customers. CRM needs to support effective marketing, marketing, and service processes with a customer-centric business philosophy and culture.

2. CRM is about developing and promoting business strategies and supporting technology to fill the gaps in customer acquisition, growth and retention.

3. CRM is an information industry term that refers to methods, software, and Internet facilities that help enterprises manage customer relationships in an organized manner. For example, a company may build a database of customers to describe relationships adequately.

4. CRM is an Internet-based application system. It integrates user information resources through the reorganization of enterprise business processes, manages customer relationships in a more effective way, and realizes the sharing of information and resources within the enterprise, thereby reducing enterprise operating costs and providing customers with more economical, fast and thoughtful products and services.

The core value of CRM is to help enterprises win revenue and future, which is mainly reflected in the following aspects:

1. Make customer assets tangible.

Customers are undoubtedly the foundation of enterprise development, CRM system has a strong customer information management ability, can record customer information in detail, centralized management and sharing of customer information, to prevent the loss of customer resources or data due to business adjustment or personnel flow; At the same time, the CRM system can ensure the integrity of customer information and accumulate valuable wealth of the enterprise. Through this information, enterprises can classify and manage customers, distinguish various types of customers, such as loyal customers, potential customers or general customers, etc., so as to take a more reasonable way to communicate, reduce unnecessary time costs, and improve sales success.

2. Shorten the sales cycle.

In order to ensure the smooth realization of sales targets, enterprises need to establish a sales management system that pays equal attention to results and processes. An important value of CRM is to shorten the sales cycle, reduce the cost of sales, improve the success rate of sales, and in turn, increase the revenue of the business. CRM can establish, query customer leads, more accurate record of customer needs, sales staff can find the best time to sell customers according to customer needs and customer follow-up stage, so as to reduce costs and increase sales revenue.

3. Improve customer stickiness and repurchase rate.

The development of any enterprise is inseparable from the support of customers, so in the same way, customers also need better services to achieve long-term cooperation. With the CRM system, the salesman no longer has to spend time to analyze when to call the customer, send an email, and do not have to wait for the customer's reply, the software can give the most reasonable tips at any time, so that the salesman can identify the best time to contact the customer, arrange their time reasonably, and improve customer service satisfaction, which will inevitably improve the company's sales efficiency and service efficiency in the long run.

Fourth, provide systematic data.

CRM records the key data of the enterprise very comprehensively, and through the analysis and statistics of big data, draws regular conclusions, and comprehensively evaluates the customer's scale, industry, transaction volume, profit contribution, service and other indicators, so that the managers of the enterprise can see the entire sales progress, sales process and sales results, and then make the most appropriate decisions.

The CRM system can not only improve the work efficiency of employees, maintain the relationship between new and old customers, and promote the promotion of sales, but also analyze the data in the system, so as to assist the enterprise in making decisions and improving sales performance.

To put it simply, the use of CRM is more standardized in the sales process.

As a simple example, suppose your company has 20 salesmen, each salesperson is responsible for a region or how many customers, if these customers are old customers, it is okay, if it is a customer developed by the salesperson himself, does the management want to know how far the developed customers have progressed?

What's the situation?

What causes development failures?

Will there be a collision with other internal salespeople?

If a salesperson leaves, will the company still have all of the salesperson's customer information?

This series of problems can be solved by CRM, CRM is not only a set of software, but also a new management concept to improve, to achieve marketing automation, sales automation, office automation, automatic report generation, accurate sales.

Many salespeople think that CRM is used by leaders to monitor their work, but in fact, this is a very serious mistake and misunderstanding, which also leads to some CRM implementation difficulties or project failures.

In fact, CRM is a great help for salespeople. The traditional way of customer recording is nothing more than two kinds, one is an electronic document, word, excel and the like, and the other is more primitive and recorded in a notebook. The trouble comes, how to record the situation every time you contact a customer?

Not every customer can do it all the time; Excel or notebook records are easy to lose, and if you lose your data once, you know how painful it is.

In addition to the effective and safe management of customer information, it is very important to remind the sales staff on time to visit some key customers in a timely manner.

The above is just the application function that all CRMs have, a higher level, such as Zhike CRM, analysis and decision-making CRM, can be detailed everywhere various sales reports, customer statistics, enterprise diagnosis, 28 analysis, etc. Analyze the situation of the enterprise from multiple aspects such as sales, customers, and business conditions. When you know what kind of customers are easy to do and what customers in what regions are easy to do, your strength will not be offset.