The CRM system for small business can realize the online platform system of customer relationship management. CRM is the abbreviation of Customer Relationship Management. The CRM system can help companies establish, develop and maintain customer relationships, attract customers more efficiently, improve customer retention, enhance customer loyalty, and extend the life cycle of customers in the company, thereby promoting business growth and maximizing customer benefits.
Here are the articles to explain, What is a CRM system for Small Business? It has a few functions below.
From the perspective of the system level, a CRM system is a means of information technology. Enterprises can improve the business relationship with customers through systematic data collection, management, and analysis, and assist the operation, growth, and sales forecast of the sales department of the enterprise.
Enterprises use the CRM system to comprehensively improve the management of their business processes, to achieve the purpose of reducing costs and increasing efficiency, providing faster and more thoughtful high-quality services, and developing customers.
What are the functions of CRM system for small business?
The CRM system mainly includes three functions: customer management integration, sales management integration, and after-sales management integration.
Integrated customer management
Customer management is a prerequisite for a CRM system. The CRM system can help enterprises store a large amount of customer information in a unified manner. And present it clearly through a unified format, standard classification, and strict authority. It is not only the basic information such as the customer’s name and phone number. But also can completely record every communication of the customer from the initial contact. Process, all of which permanently store in the system and not affected by personnel changes or departures.
Sales management integration
Untimely documentaries, unscientific methods, low sales efficiency, etc. These are common management problems in the effect process. The CRM system can comprehensively track and monitor in real-time the whole process from sales leads, customer follow-up, sales signing, contract payment collection, and after-sales service to relationship maintenance. At the same time, in cooperation with various follow-up, to-do, schedule, comment, and other real-time reminders provided by the system, sales staff can follow up with each customer in an orderly, accurate, and efficient manner, avoid missing orders, forgetting orders, and losing orders, shorten the sales cycle, and improve sales efficiency. Sales success rate.
Integration of after-sales management
The CRM system generally integrates customer service, care, return visits, complaints, suggestions, and after-sales knowledge base, complete records, and real-time monitoring of the whole process of after-sales service continuously improving service efficiency and quality and achieving the purpose of enhancing customer satisfaction and return rate. At the same time, after-sales maintenance is also an important part of after-sales. By providing a complete set of functions such as after-sales maintenance reception, acceptance, processing, and dispatching. The CRM system realizes maintenance process automation and process visualization. Which can help companies greatly reduce service costs and tap business opportunities. Bring a new round of sales and help companies find new profit growth points.
How to do a good job in customer management?
Establish customer relationships.
To create a customer relationship is to make valuable customers want to buy the company’s products or services. Convert them into potential customers as soon as possible, so that they can become formal customers by purchasing products. Using the CRM system to manage sales leads can discover potential and valuable customer leads. Promote the conversion of information, and help salespeople establish a good relationship with customers.
Maintenance and management of customer relationships.
To maintain a good customer relationship, customer relationship maintenance requires business personnel to provide products and services that satisfy customers. Those customers who agree with the company’s products and services will bring more benefits to the company than ordinary customers, and such customers must maintain. Customer relationship management is to manage customers through the CRM system and find valuable customers. Then conduct a comprehensive understanding of customers through data analysis, provide targeted products and services, make customers feel valued, and customer relationships are naturally very stable.
Repair customer relationships.
In the process of cooperating with customers, there are often some “episodes”. Respond to and solve problems in time to avoid customer loss. A customer relationship management system can provide all information about a customer, including all interactions with a business. So that the service department can directly understand the customer’s situation and effectively solve the problem for the customer.
Methods and Strategies of Client Management
Re-classify existing customers and set strategies according to customer value
The primary problem of customer management is to adopt effective methods to classify customers effectively. The standard of classification depends not only on the size of the customer. But also on the value contribution of the customer to the enterprise. When you define and measure customer value, you can effectively classify and label customers.
Marketing and sales according to customer purchase factors
Regardless of how products and services market and sell to customers, customers have unique intrinsic purchasing determinants. Effective marketing and sales require an effort to explore and prioritize these buying factors.
Only by identifying and sorting the purchasing factors of different types of customers can we “manage” customers’ transactions well when developing and maintaining customers. Of course, this method of purchasing factor analysis can also use in different purchase scenarios and transactions of the same customer, with repeated demonstrations and targeted.
Manage specific customers according to product share/growth analysis
Customer management should have a high degree of classification of different customers and be detailed enough to manage specific customers according to product share/growth.
If the total number of customers of the enterprise is not many, it is best to detail each customer; if the total number is large, at least diamond, strategic and potential customers should be detailed. Otherwise, it is easy for us to only see the superficial performance, ignore the potential competitive risks, and lag behind the growth of customers. These two are the most in-depth insight into customer management.
