How to manage customer relationship?

Reprint the following information for your reference.

Main steps of customer relationship management

1. Make a business plan

Before considering the deployment of "Customer Relationship Management (CRM)" scheme, enterprises should first determine the specific business objectives achieved by using this new system, such as improving customer satisfaction, shortening product sales cycle, and improving contract turnover rate. That is, enterprises should understand the value of this system.

2. Establish a CRM workforce

In order to successfully realize the CRM scheme, managers must also consider the business of the enterprise as a whole and establish an effective staff. Each department preparing to use the sales system scheme needs to select a representative to join the work team.

3. Evaluate sales and service processes

Before evaluating the feasibility of CRM scheme, users need to spend more time planning and analyzing their own specific business processes in detail. To this end, it is necessary to solicit opinions from employees extensively to understand their understanding and needs for sales and service processes; Ensure the participation of senior management to establish the best scheme.

4. Clear the actual demand

After fully understanding the business operation of the enterprise, it is necessary to determine the required functions from the perspective of sales and service personnel, so that end users can find the functions that are beneficial to them and that they want to use. As far as product sales are concerned, enterprises mainly have two user groups: sales managers and salespeople. Among them, the sales manager is interested in market forecast, sales channel management and sales report submission; Salespeople want to quickly generate accurate sales and sales suggestions, product catalogs and customer information.

Select suppliers

Make sure that the selected suppliers fully understand the problems your enterprise is trying to solve. Understand the functions that its solution can provide and how to use its CRM solution. Ensure that each software and hardware facility submitted by the supplier has a detailed written description.

6. Development and deployment

The design of CRM scheme needs the joint efforts of both enterprises and suppliers. In order to realize this scheme quickly, enterprises should first deploy those functions that are most needed at present, and then add new functions to them in stages. Among them, priority should be given to the needs of employees who use the system, and the system should be tested for a certain user group. In addition, enterprises should also establish corresponding training plans for their own CRM projects.

Consideration factor

The sum of annual expenditures invested by small and medium-sized enterprises in CRM application is not inferior to that of large enterprises, but for most small and medium-sized enterprises, it is not an easy task to choose a cost-effective and functional solution.

If your small and medium-sized enterprises are evaluating the application of CRM, it is suggested that the following six factors should be considered according to the company size and business needs before making a purchase decision.

ask

Before you start to compare various CRM applications, you must first decide which functions and features you need in the software to help you solve problems and achieve your goals.

budget

Many small and medium-sized enterprises have insufficient budgets, so the focus of finding solutions is to strike a balance between price and function.

Before you start to contact the manufacturer, determine the budget range you can afford. Only those product manufacturers who can provide the functions your enterprise needs and whose quotations are within your budget can be included in your shortlist. Don't be influenced by sales representatives to choose more advanced CRM applications, which will lead to a large budget overrun. In fact, many functions may not be used by your enterprise.

3. consider IT resources.

How much pressure will the implementation of CRM application bring to your IT team? Do you have enough manpower to implement and maintain it? Do they have the appropriate skills or have received enough training to support the project?

If the answers to the above questions are no, then the preset CRM application may not be suitable for your company. You can turn to hosting or on-demand CRM to minimize the burden on the IT team.

background

Does the manufacturer you choose have relevant cooperation experience in your industry? Can they provide products specially designed for your industry? Suppliers who know your industry background will help to further build your solutions and processes and maximize the value of CRM applications.