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Editor to share with you what the role of the crm system, I believe that most people do not know much about it, so share this article for your reference, I hope you can learn a lot after reading this article, let's go to understand it!

Crm system refers to "customer relationship management system", which refers to the use of software, hardware and network technology to establish an information system for enterprises to collect, manage, analyze and utilize customer information. Customer relationship management system based on advanced management ideas, the use of advanced information technology to help enterprises finally achieve customer-oriented strategy.

Customer relationship Management system (Customer relationship management, referred to as CRM) refers to the use of software, hardware and network technology to establish an information system for enterprises to collect, manage, analyze and utilize customer information. Take the management of customer data as the core, record all kinds of interactive behaviors between enterprises and customers in the process of marketing and sales, as well as the status of various related activities, and provide various data models to provide support for later analysis and decision-making.

Basic framework:

The customer relationship management system, which integrates the idea of customer relationship management and advanced technological achievements, is a powerful assistant for enterprises to realize customer-centered strategy. A complete and effective CRM system should include the following four subsystems.

(1) customer cooperation management system

Customer relationship management system should highlight the concept of customer-centered, first of all, customers should be able to communicate with enterprises in various ways, and customer cooperation management system has this function.

(2) Business operation management system

Every department in the enterprise needs to contact with customers, and the marketing, sales and customer service departments have the most frequent contact with customers. therefore, the customer relationship management system needs to provide support to these departments. the business operation management system arises at the historic moment. The business operation management system mainly realizes three basic functions: marketing, sales, customer service and support.

(3) data analysis and management system

In the data analysis management system, data warehouse, data Mart, data mining and other work will be realized, on the basis of which business intelligence and decision analysis will be realized. This system is mainly responsible for collecting, storing and analyzing all kinds of information of market, sales, service and the whole enterprise, understanding customers in an all-round way, and providing a basis for enterprise market decision-making, so as to straighten out the relationship between enterprise resources and customer demand and improve customer satisfaction. To achieve the goals of mining new customers, supporting cross-selling, retaining and retaining old customers, finding key customers, and supporting personalized services for specific customers.

(4) Information technology management system

As the functional modules of CRM and related systems are guaranteed by advanced technology, the management of information technology has become the key to the successful implementation of CRM system.

Features

Customer relationship management system based on advanced management ideas, the use of advanced information technology to help enterprises finally achieve customer-oriented strategy, such a system has the following characteristics:

(1) Advanced nature

Customer relationship management system involves a wide variety of information technologies, such as data warehouse, network, multimedia and many other advanced technologies. At the same time, in order to achieve omni-directional communication and interaction with customers, call centers, sales platforms, remote sales, mobile devices and Internet-based e-commerce sites are required to combine these different technologies and functional modules with different rules into a unified customer relationship management system, which requires different types of resources and specialized technical support. Therefore, the customer relationship management system has the characteristics of high technology.

(2) comprehensiveness

The customer relationship management system includes four subsystems: customer cooperation management, business operation management, data analysis management and information technology management, which integrates the requirements of sales, marketing and customer service behavior optimization and automation of most enterprises. the use of a unified information base to carry out effective communication management and implementation support, so that transaction processing and process management become a comprehensive mode of business operation.

(3) Integration

Because of its powerful workflow engine, CRM solution can ensure that the tasks of all departments and systems can be dynamically coordinated and seamlessly connected. Therefore, the integration of CRM system and other enterprise information systems can maximize the component functions of each system of the enterprise, achieve cross-system business intelligence, comprehensively optimize the internal resources of the enterprise, and improve the overall information level of the enterprise.

(4) Intelligent

The maturity of customer relationship management system can not only realize the automation of business processes such as sales, marketing and customer service, reduce a large number of human logistics, but also provide enterprise managers with the analysis and integration of all kinds of information and data. to provide a strong basis for decision-making. At the same time, the business intelligence of customer relationship management adopts centralized management of business processes and data, which greatly simplifies the deployment, maintenance and upgrade of software; the Internet-based customer relationship management system enables users and employees to access the enterprise anytime and anywhere, reducing a lot of transaction costs. After the integration of customer relationship management system with other enterprise management information systems, business intelligence will be brought into full play, and enterprises will discover new market opportunities, improve product pricing schemes, and increase customer loyalty, thereby increasing market share.

These are all the contents of the article "what are the functions of the crm system?" Thank you for reading! I believe we all have a certain understanding, hope to share the content to help you, if you want to learn more knowledge, welcome to follow the industry information channel!

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