What is a customer information management system? Detail point

Crm (Customer Relationship Management) is customer relationship management. This concept was first put forward by Gartner Group, but it has recently become popular in enterprise e-commerce.

The main significance of CRM is to improve customer satisfaction through in-depth analysis of customer details, thus improving the competitiveness of enterprises. Mainly includes the following main aspects (7P for short):

Profiling (customer profile analysis) includes the level, risks, hobbies and habits of customers.

Persistence (customer loyalty analysis) refers to the degree, persistence and change of customer loyalty to a product or business organization;

Profitability (customer profit analysis y) refers to the marginal profit, total profit and net profit of products consumed by different customers;

Performance (customer performance analysis) refers to the sales of products consumed by different customers according to categories, channels, sales locations and other indicators;

Prospecting (customer future analysis) includes the future development trend of customer number and category, and the means to win customers;

Product (customer product analysis) includes product design, correlation, supply chain, etc.

Promotion (customer promotion analysis) includes the management of advertising, publicity and other promotional activities.

Simply put, CRM is not a technology or a set of software, but a customer data management system based on a large data warehouse. Implementing CRM is a very complicated system engineering. Implement it in the marketing, sales, service and technology of the enterprise.

Technical support and other areas related to customers. The guiding ideology of CRM is to systematically study customers in order to improve the service level to customers, and its ultimate goal is to improve customer satisfaction and loyalty, and constantly strive for new customers and new business opportunities.

Industry brings more profits.

We believe that CRM is the general name of the theory, practice and technical means to identify, acquire, maintain and increase "profitable customers". It is not only an internationally leading enterprise management theory and strategy, but also an enterprise centered on "customer value".

Operation practice is also a kind of management software that can effectively improve enterprise income, customer satisfaction and employee productivity with the help of information technology.