What are the methods of customer relationship management?

Standing in the marketing point of view, the enterprise has two main tasks, one is in retaining old customers, the other vigorously attract new customers. The main methods of retaining old customers include:

Enhancement

After the twenty-first century, many companies have changed from "product-centered" to "customer-centered". As a result, we can see that the current enterprises pay more attention to customer relationship management. Some industry insiders believe that the entire call center is the central task of customer service and relationship management, so called a subsystem of the call center system for the CRM system. With the continuous development of call centers and CRM, the application of call centers to manage customer relations is undoubtedly the focus of development today.

Businesses that lose an old customer need 8-9 new customers to compensate for the loss, so it is more cost-effective to retain customers than to exchange them. The call center focuses on all the customer information materials of the company and provides tools such as customer profiling and business analysis to assist the enterprise in identifying the most valuable customers, finding out their needs and letting them be satisfied, so as to improve the degree of customer service and let them all become the loyal customers of the enterprise.

The call center can be through the depth of customer information discovery, analysis, to develop suitable customer needs and decisions; at the same time, regular communication with customers or potential customers, closer to the distance between the enterprise and the customer; in addition, perfect after-sales service management can further improve customer satisfaction. Therefore, it can be seen that the call center CRM system on the enterprise has a very important role.

Major benefits

Successful application of CRM system will bring measurable and significant benefits to the enterprise. U.S. independent IT market research organization ISM (InformationSystemsMarketing) for 13 years to track the application of CRM to the impact of the enterprise, through the implementation of a large number of CRM enterprise tracking survey, resulting in a detailed, quantifiable list of benefits, thus proving that in the CRM system of money, time, manpower investment is justified.

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1. Within the first three years of implementing the system, each sales rep's annual gross sales increased by at least 10 percent. This gain was possible because salespeople were more productive (e.g., more time to visit customers and implement strategies) and more effective (e.g., salespeople improved the quality of their sales visits by focusing more on valuable customers and better understanding their needs).

2. Within the first three years of implementing the system, general marketing and sales expenses and administrative expenses are reduced by at least 5%. Because the company and marketers can be more targeted to the target customers to distribute the information they need to choose the communication channels, rather than having to go as in the past, the mass distribution of expensive printed materials and information to all existing and potential customers, due to the traditional way of targeting is not very strong, is bound to plant a wide variety of thin harvest, high costs.

3. Within the first three years of implementing the system, the sales success rate is expected to increase by at least 5%. This is because salespeople will be able to identify and select opportunities more carefully and abandon the bad ones early so that they can focus on those with a high success rate.

4. In the process of applying the system, the value of each sale increases by at least 1% of the marginal profit. Because salespeople can work more closely with a carefully selected customer base that is as focused on value selling as they are on discounting, salespeople tend to discount less.

5. Customer satisfaction increases by at least 5 percent. Because customers who get the information they need faster, customers who get better service, and customers who are happy to build a relationship marketing and salespeople are able to provide more satisfaction.