The difference between scrm and crm

The differences between scrm and crm are as follows:

First of all, the concept is different.

1, CRM emphasizes the management of customers.

2, and SCRM is to run a cooperative relationship with users * * *, rather than just treating customers as a management object.

As mentioned above, CRM is more of an internal workflow optimization tool, which integrates the workflow and documents of internal sales, customer service and after-sales departments. For customers, the focus of CRM is how to manage customers. Customers rarely interact with enterprises except by telephone, sales staff, email and website.

SCRM will regard customer data as the company's most important marketing asset, and customers, as a part of the enterprise management system, will get to know customers more comprehensively by sketching customer portraits, constantly optimize the full-contact marketing experience, and work together with customers to establish cooperative relations, so as to enhance customer value and realize the success of the enterprise.

Second, the goals are different.

1, CRM is mostly an internal management tool, which is used to assess the performance of sales personnel and standardize the service of service personnel. Traditional CRM mostly sells software systems or provides SaaS online CRM to record customer records one by one. The information is filled in by the seller, customer service and after-sales personnel, and the system generates some reports.

2.SCRM is an extension of user-oriented enterprise marketing system. SCRM regards every contact point with customers as an opportunity to communicate with customers and a way to understand customers, so as to continuously provide content that meets customers' needs and influence customers from different aspects.

At the same time, every customer's social network is also integrated into the enterprise's marketing system. This is something that traditional CRM cannot do. For example, Boyang Interactive's small program mall and small program membership card are integrated with the genes of all-staff marketing, which can easily realize all-staff marketing.

Third, the demands are different.

The key of SCRM is to actively attract consumers through communication and interaction. In traditional CRM, there are more real-time one-to-one interactions besides telephone, email and visit. To some extent, interaction and trust are the core of SCRM.

Boyang Interactive SCRM not only interacts with customers through the combination of various modes of communication, but also emphasizes the positive recognition and trust of consumers on the brand caused by these interactions and their own experiences (including consumption experience, service experience and communication experience). Because of trust, there will be longer-term cooperation and all-staff marketing.