What are the advantages and disadvantages of CRM customer relationship management function?

CRM customer relationship management system can help enterprises take customers as the center, reorganize customer management and service processes through technical means, strengthen communication with customers, constantly tap new customers, retain old customers, and improve customer loyalty and value. At the same time, through the management of the sales team, improve the team's execution and enterprise operation level, in order to maximize customer value and create more benefits for the enterprise.

At present, the mainstream way for enterprises to manage customer information is to use CRM customer relationship management system. CRM can display customer information most intuitively, and sales staff can search it in the first time. Its customer support and service management system can closely link customer support personnel with the market and improve efficiency more effectively.

CRM has the following four advantages in helping enterprises manage customer information:

Collect customer-related information

Customer data and information are the key and basic parts of CRM system. On the one hand, using CRM can collect basic customer information and record the clues of basic information, on the other hand, it can also provide functions such as customer data management, clue recording and management, and customer product life cycle management. Moreover, CRM accounts can be stored in the cloud, and even if the sales staff leaves, they can't take away customer information.

Provide contract services to customers.

The service contract management module can help customers create and manage customer service contracts, so as to ensure that customers can obtain the service level and quality equivalent to their expenses. The contracts provided by CRM for enterprises include contact files, dynamic customer files, task management and rule-based solutions to key problems.

Analyze customer service data

After the customer data is stored in the database, the service statistical analysis and decision support module can analyze and process the customer service data. Based on big data, CRM can analyze customers' historical data and predict customers' preferences, so as to carry out targeted marketing. Moreover, we can also take targeted services for customers by summarizing the problems existing in customer service and the direction that needs improvement.

Processing all kinds of information with the help of network functions

By extending its business to the web, enterprises can also make full use of the convenience brought by e-commerce to conduct e-marketing, e-sales and e-service activities. Enterprises can conduct email marketing through CRM, or get clues directly from the website through online clue forms.