What is CRM?

CRM is the abbreviation of customer relationship management. IT is a comprehensive IT technology and a brand-new operation mode. It originates from the new business model of "customer-centered" and is a new management mechanism aimed at improving the relationship between enterprises and customers. By providing comprehensive and personalized customer information to the sales, marketing, service and other departments and personnel of the enterprise, strengthening the ability of tracking service and information analysis, establishing and maintaining a series of effective "one-on-one" relationships with customers and business partners, the enterprise can provide faster and more thoughtful quality services, improve customer satisfaction, attract and maintain more customers, thereby increasing turnover, and effectively reducing the operating cost of the enterprise through information sharing and optimizing business processes. Generally speaking, CRM is to use software, hardware and network technology to establish an information system for enterprises to collect, manage, analyze and utilize customer information.

The functions of customer relationship management are mainly divided into four parts:

1. Customer information management records the customer information contacted by all departments and owners in the enterprise for unified management, including customer type classification, basic customer information, customer contact information, tracking records of enterprise sales personnel, customer status, contract information, etc.

2. Sales management

Make marketing plans, record, classify and identify various channels of contacting customers (including traditional marketing, telemarketing and online marketing), provide management for potential customers and evaluate the effects of various marketing activities. The most important thing in CRM marketing management is to realize the transformation of 1 right 1 marketing from "macro marketing" to "micro marketing".

3. Sales management

Functions include telephone sales, on-site sales and management of sales commission, and support the access of mobile communication equipment or PDA of on-site sales personnel. Further expanded functions include helping enterprises to establish online stores, supporting online settlement management and interfacing with logistics software systems.

4. Service management and customer service

Functions include product installation files, service requests, service contents, service outlets, service charges and other management information, and record the whole service process in detail. Support door-to-door service and self-service to help realize customer care.