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CRM (Customer Relationship Management) is

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Have you heard the term CRM? CRM or Customer Relationship Management is a new approach in managing corporate relationships with customers at the business level so as to maximize communication and marketing through managing different contacts.

This approach is taken to increase customer loyalty to the company as well as continuous added value.

Today, CRM implementations almost always use information technology to attract new profitable customers until they have an attachment to the company.

One example of a CRM on the market is, which is an Omnichannel CRM for accelerating sales and customer service.

Definition of Customer Relationship Management (CRM)

Customer Relationship Management (CRM) is a business strategy that aims to improve and optimize interactions between companies and customers.

CRM helps companies better understand customer needs and preferences and maintain good relationships with them.

In its implementation, CRM can involve various technologies and business processes such as customer data collection, data analysis, sales management, customer service management, as well as communication and interaction with customers through various channels such as email, telephone or social media.

By using a CRM system, companies can increase customer satisfaction, gain greater profits through up-selling and cross-selling, and build long-term customer loyalty.

In today's digital era, the use of technology for CRM is becoming increasingly important and plays a crucial role in ensuring the success of a company's business strategy.

The Purpose of CRM in Business

CRM is made for various purposes which ultimately achieve the ultimate goal of business, namely making a profit.

Following are some of the objectives of having a CRM (Customer Relationship Management):

  • Improving the relationship between the company and existing customers to increase the company's revenue.
  • Providing complete information about customers to maximize customer relationships with the company through up selling and cross selling so as to increase profits by identifying, attracting and retaining customers who provide the most added value to the company.
  • Using integrated information to produce satisfactory service by utilizing customer information to meet customer needs so as to save customer time.
  • Generate consistency in procedures and processes for delivering answers to customers.
  • Functions Of Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is a system used to manage interactions and relationships between a company and its customers.

The main function of CRM is to assist companies in increasing customer satisfaction and loyalty by improving customer experience, expanding market share, and increasing company profitability.

Some of the main functions of CRM include:

Monitor interactions with customers

CRM helps companies monitor every interaction with customers, including marketing, sales and customer service activities.

By monitoring these interactions, companies can understand customer needs and preferences and provide a quick and effective response.

Manage customer information

CRM helps companies manage customer information, such as purchase history, preferences and contact information.

With this information, companies can adapt the products and services offered to customer needs and personalize interactions with customers.

Customer data analysis

CRM assists companies in analyzing customer data, such as buying trends, behavior and customer preferences.

With this information, companies can identify new opportunities in the market and improve marketing and sales strategies.

Improve operational efficiency

CRM can also help companies improve operational efficiency by automating some administrative tasks such as data archiving and order processing.

By using CRM properly, companies can increase customer satisfaction and strengthen customer relationships, so as to improve the company's reputation and increase business profitability can provide even better service to customers by utilizing various important information about these customers.

Reduce Costs

With the implementation of CRM, sales and service to customers can have a specific and focused scheme and can target services to the right customers at the right time.

Thus, the costs incurred will be detailed properly and will not be wasted which results in reduced costs.

Increase Operational Efficiency

Ease of sales and service processes will reduce the risk of declining service quality and reduce cash flow expenses.

Improved Time to Market

The application of CRM will enable companies to obtain information about customers such as data on customer purchasing trends that can be used by companies to determine the right time to market a product.

Increased revenue

As mentioned above, proper CRM implementation will increase customer loyalty, reduce costs, improve operational efficiency and increase time to market which will ultimately lead to increased company revenue.

At first glance, this is not much different from the public relations of a company, but actually these two parts are very different.

CRM prioritizes relationships with customers, while public relations prioritizes the company's image in the eyes of customers. These two parts can work side by side but cannot be combined.

Components in CRM

CRM (Customer Relationship Management) also has several components, among which are:

  • Customer. All parties who will, have, and are currently using the services provided by the company, both in the process of viewing, purchasing and maintenance.
  • Connection. When companies want to build relationships with customers, two-way communication is needed. The goal is to provide long-term satisfaction for both parties.
  • Management. Customer relationship management focuses on managing and improving relationships. With a solid relationship between the company and the customer it will help the company in developing competitive advantage.

Stages in CRM

CRM (Customer Relationship Management) consists of several phases and stages, namely:

Acquiring New Customers or Acquire

There are several ways to acquire new customers:

  • Provide convenience for customers when buying certain products needed, such as responding to customer wishes quickly and providing timely delivery of ordered goods.
  • Promoting the products offered by the company by giving a good initial impression to customers, because this greatly influences the assessment of the company.
  • The purpose of this stage is to offer a good product through satisfying service to customers.

Adding Customer Value or Enchance

Companies must be able to create close relationships with their customers by listening to every customer complaint and improving service. As for improving relationships with customers themselves, it can be improved through.

Up Selling, which is offering the same product but has a better quality.

Cross Selling, which is a sales strategy by offering complementary products to goods already owned by customers.
Maintain Customers or Retain
Providing useful supporting services and applications so that customer satisfaction and loyalty are maintained. Customers will also trust the company because they get good service.
Provide time to listen to every customer need, such as serving customer dissatisfaction with the products offered by the company. That way, companies can correct mistakes for service improvement.
Also read: The Importance of a Customer Database for Business Success

CRM (Customer Relationship Management) Software Solutions in Indonesia

For affordable CRM solutions in Indonesia, you can try using Qontak – Cloud CRM & Call Center Software Solutions in Indonesia.

Qontak can be integrated into a Call Center (IP-PBX VOIP) so that it becomes a better integrated system from telemarketing to field agents.

Apart from that, you can also monitor the process from Pre-Sales (Leads management, Customer & Survey Management) to Post-Sales (Service & Project Management).

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