What Are the Different Types of Customer Relationship Management Strategies?

The CRM strategy (The CRM Strategy), also known as Customer Asset Management or Customer Interaction Management, is an important strategy for customer relationship management (CRM).

Customer relationship management strategy

Right!

CRM is short for Customer Relationship Management in English, which is generally translated as "customer relationship management". CRM originated in the United States, and the concept of CRM was first proposed by Gartner Group. Since the 1990s, the tide of the Internet and e-commerce has developed rapidly. Different scholars or business organizations have different views on the concept of CRM.

The original creator of this concept believes that CRM is a business strategy, which effectively organizes enterprise resources according to the classification of customers, cultivates customer-centric business behavior and implements customer-centric business processes, and uses this as a means Improve corporate profitability, profits and customer satisfaction.

IBM believes that by improving product performance, enhancing customer service, increasing customer delivery value and customer satisfaction, CRM has established a long-term, stable, and trustful relationship with customers, thereby attracting new customers, maintaining old customers, and improving efficiency. And competitive advantage. ^[1]

With the rapid development of information technology, the Internet adaptation has also increased year-on-year. Enterprises can use the Internet to communicate and manage customers. This is not the same as the traditional corporate communication model and has its unique characteristics. ^{[3] The} details are as follows:

Customer Relationship Management Strategy Virtualization

The use of the Internet for customer relationship management has its own characteristics of virtualization. This feature is often due to its unique ability to handle large amounts of information on the Internet. It gathers people who are far away on the Internet, conducts after-sales service and product use surveys, so that it has both products and enterprises. Further understanding, companies can even involve customers in the use and design of products. Therefore, the characteristic of virtualized customer relationship management is that it can use the Internet for long-distance communication and contact. Sales companies can also use this channel to establish direct contact with customers, get rid of the problem of intermediaries, and save capital investment.

Customer relationship management strategy reduces transaction costs

Because the customer's management system can use information-based processing techniques and methods to determine business issues, customer relationship management can easily be digitalized. Moreover, this digital processing requirement also meets their needs. At the same time, the cost of using the Internet is also lower than that of traditional management system applications. Therefore, regardless of the size of the enterprise, you can find the management method you want to respond to, thereby reducing the cost of investment and better maintaining customer relationships. Help enterprises to create benefits and values, promote enterprise development, and then promote social progress. ^[2]

Customer Relationship Management Strategy Globalization

Because the communication of the Internet is global, and the information of the entire world can be transmitted and exchanged, therefore, the fundamental management of customers on the Internet of information technology can easily make them no longer be restricted by regions. In other words, using the Internet to manage customer relationships has its global characteristics.

Customer relationship management strategy is fast-paced

Because companies need a lot of information to manage their customers, using the Internet to transmit and manage information on the Internet is the most convenient and efficient management mode. These have all played a role in managing customer relationships, improving business efficiency, and accelerating information progress. Unique role.