How to use CRM to tap customer value

In today's era of customer first, it is very necessary to know and understand the real needs of customers in time and listen to their voices. Only by taking customers as the center can we bring more value to enterprises and maximize their interests. To do a good job in customer management, we need to always think about our customers. In customer management, we should analyze customer data and track customer information, and at the same time let customers feel a good service environment. Doing this well will definitely benefit the enterprise. CRM focuses on the management of customers, creating customer value for enterprises and realizing customer orientation.

In recent years, the development of CRM system in China is in full swing, and more and more enterprises begin to use CRM system to manage customer relationship and gain more benefits. Today, let's analyze how enterprises use CRM to get more value from customers.

First of all, CRM system comprehensively analyzes customer value.

CRM customer relationship management system has strong automatic management ability, which can comprehensively and systematically sort, archive and manage customer information. In the process of contact between sales staff and customers, customers' preferences and needs can be excavated according to the data information recorded in the system, and the consumption situation of customers can be analyzed in combination with the types, prices and purchase frequencies of products purchased by customers.

Determine the value of customers, put different labels on customers, and divide customers into high-value customers, low-value customers and intermediate customers. When new products are put on the shelves or enterprises carry out promotional activities, it is judged whether to push the introduction of new products according to the correlation between the purchased products and new products.

Second, the CRM system keeps track of customers all the time.

CRM system can provide services and support for all aspects of pre-sale, sale and after-sale. When communicating with customers, we can record customers' needs at any time, consider problems from customers' point of view, find and solve problems, and can also serve as a reference for future product development or product upgrade.

Thirdly, CRM system helps to manage old customers.

All kinds of contact information of old customers are recorded in the CRM system, and sales staff can follow up and pay a return visit to old customers through online chat, email communication, SMS communication and telephone contact. CRM system also supports sending blessing messages or emails to specific customers on a regular basis, promoting daily communication with customers, enhancing feelings and promoting secondary purchase and recommendation.

Only by satisfying customers can enterprises realize greater value. The value of an enterprise comes from new and old customers. We can effectively manage customers through CRM, improve customer value, identify new and old customers, adopt different marketing strategies for different customers, meet customer requirements to the maximum extent, and make customers truly satisfied from the heart.