What is the role and function of customer relationship management?

1. Improve marketing effectiveness.

2. Provide decision-making support for production and R&D.

3. An important means of providing technical support.

4. Provide decision-making support for financial strategies.

5. Provide a basis for timely adjustment of internal management.

6. Make reasonable use of the resources of the enterprise.

7. Optimize enterprise business processes.

8. Improve the rapid response and adaptability of the enterprise.

9. Improve corporate services and improve customer satisfaction.

10. Improve the sales revenue of the enterprise.

11. Promote the change of corporate culture.

12. Integrate with instant messaging software to communicate with customers quickly.

The definition of customer relationship management is: in order to improve the core competitiveness, enterprises use the corresponding information technology and Internet technology to coordinate the interaction between enterprises and customers in sales, marketing and service, so as to improve their management methods and provide customers with innovative personalized customer interaction and service process. The ultimate goal is to attract new customers, retain existing customers, and increase the market by turning existing customers into loyal customers.

The main roles of customer relationship management are as follows:

Increase sales. Increase profit margins. Increase customer satisfaction. Reduce the cost of sales in the market.

Its functions are mainly as follows:

1. Customer management 2, contact management 3, sales opportunity management 4, customer tracking management 5, contract management 6, statistical analysis.

However, there will be some differences in the functions of different companies' products. For example, the most popular "HelpWin Network" is customer relationship management based on SaaS model**. It is simple and easy to use, and can achieve efficient customer relationship management for users, which is embodied in the following:

Customer relationship management and network management.

Daily planning and task management.

Matters & Project Management.

Team communication and collaborative management.

1. The role and function of customer relationship management:

1) Good customer relationship management can enable enterprises to gain a strong competitive advantage, maintain a high market share under the same cost of sales, gradually reduce the transaction cost of enterprises, and obtain a leading edge in cost.

2) Through customer resource management, customer information can be fully integrated, information can be fully shared, and customers can be provided with more efficient and thoughtful services; Optimize the business process of the enterprise, and implement the concept of "solving the needs of customers" into all aspects of the enterprise.

3) The resources created by customer relationship management have a compensatory effect on the development of the company. For enterprises, the major customer enterprises that constitute the distribution channels have their own business objectives, policies and development strategies, and win the strong cooperation of these members, and ensure that their actions promote the development of the company, so that the company can obtain synergies.

2. Customer relationship management: It is a continuous process of continuously strengthening communication with customers, constantly understanding customer needs, and constantly improving and enhancing products and services to meet customers' needs.

The importance of customer relationship management is reflected in the following two aspects:

(1) CRM can improve the efficiency of business operations, reduce costs, and improve the level of enterprise operation.

On the one hand, through the integration of customer information resources, resources are shared between different departments within the company, and customers are provided with faster and thoughtful high-quality services from Rinshi.

On the other hand, the value of the customer is different. It is a well-known practical truth that 80% of the company's profits come from 20% of its valued customers. Customer relationship management can help enterprises find valuable customers through the quantitative evaluation of customer value, and there will be more'Focus on investing in valuable customers and improve the operating level of enterprises.

(2) CRM is conducive to mining the potential value of customers, improving customer loyalty, and then expanding the sales market.

Many customers lose because the best business does not care for them enough. For customers, the competitiveness and high-quality products provided by the company are definitely key, but the customer is more interested in the care and attention of the company. The degree of care that the business has for its customers can be reflected in many details of business operations.

With the increasingly fierce competition in the market, doing a good job in customer relationship management is one of the important tasks of enterprises, so what is the role of customer relationship management? Below I have compiled an article on the role of customer relationship management for you, I hope it will be helpful to you.

Customer relationship management refers to the effective integration of human resources, business processes and professional technology, and finally establishes a one-to-one marketing model based on learning relationships with customers, which can maximize customer satisfaction and loyalty. The core idea of CRM is "one-to-one marketing", which is to put the customer at the center of the entire customer lifecycle. Businesses can use the appropriate channels and communication methods to communicate with customers according to their preferences, and can fundamentally improve the effectiveness of employees' communication with customers or prospects.

Customer relationship management represents the sum total of a set of theories, methods, technologies, capabilities and software used by an enterprise to develop long-term relationships with customers and improve the performance of its customer-centric operations.

The implementation of customer relationship management has the following roles in improving the management level and competitiveness of enterprises:

First, good customer relationship management can enable enterprises to gain a strong competitive advantage, and can maintain a high market share under the same cost of sales. Lead.

Second, through customer resource management, customer information can be fully integrated, information can be fully shared, and customers can be provided with more efficient and thoughtful services; Optimize the business process of the enterprise, and implement the concept of "solving the needs of customers" into all aspects of the enterprise.

Third, the resources created by customer relationship management have a compensatory effect on the development of the company. For enterprises, the major customer enterprises that constitute the distribution channel have their own business objectives, policies and development strategies, win the strong cooperation of these members, and ensure that their behavior promotes the development of the company, so that the company can obtain synergies.

This is customer relationship management, and its core is customer value management, through"One-to-one"Marketing principles, to meet the personalized needs of customers of different values, improve customer loyalty and retention rate, to achieve continuous contribution to customer value, so as to comprehensively improve the profitability of enterprises.

Customer relationship management plays the following role in improving the management level and competitiveness of enterprises

First, good customer relationship management can enable enterprises to gain a strong competitive advantage, maintain a high market share under the same cost of sales, gradually reduce the transaction cost of enterprises, and obtain a leading advantage in cost.

Second, through customer resource management, customer information can be fully integrated, information can be fully shared, and customers can be provided with more efficient and thoughtful services; Optimize the business process of the enterprise, and implement the concept of "solving the needs of customers" into all aspects of the enterprise.

Third, the resources created by customer relationship management have a compensatory effect on the development of the company. For enterprises, the customers who constitute the distribution channels have their own business objectives, policies and development strategies, and to win the strong cooperation of these members, and to ensure that their behavior contributes to the development of the company, so that the company can obtain synergies.