What Is a CRM Software Product?

CRM is a continuous process of continuously strengthening communication with customers, continuously understanding customer needs, and continuously improving products and services to meet customer needs. CRM focuses on communication with customers. The business of a company is customer-centric, not traditionally product- or market-centric. In order to facilitate communication with customers, CRM can provide customers with a variety of communication channels.

crm software

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. After 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.

What should be paid attention to the security of software? The following description uses a related software as an example.

Operation permission setting

Users in different positions in different departments of the enterprise can set different operation permissions. For example, ordinary salespersons can only see their own customer information, contract orders, receivables, expenses and other data, and the sales department head or office director The branch manager can see the relevant data of his team members, and the boss and the sales director can see all the data; the salesperson cannot see and use the functions and data related to purchasing; and vice versa.

Automatic data backup

Can be set to automatically back up at a fixed time every day. The system automatically packs all data into the backup directory of the server's hard disk. One backup file per day. Any number of backup files can be stored according to the size of the hard disk. Using a U disk or a mobile hard disk to copy backup files in the directory can increase the insurance factor. In the event of an accident, only a recent backup file is required to restore all data.

Security control of offsite branch access

Use VPN software or equipment to package and encrypt data transmitted on the Internet, improve access speed, prevent data from being stolen and leaked, and perform identity verification. Only devices and users who have passed remote access authentication can connect to the company's server .

Customer Resource Management

Support batch import of customer data, support multiple

1. General manager or deputy general manager responsible for the market

Read real-time reports and statistics

Forecast sales

Forecast market

Launch and track marketing plans

Identify and promote the best workflow

Determine the CRM software user pyramid and permissions policies

Develop or supervise product price manuals, etc.

Overseeing the development of the knowledge base

Request new reports, charts, workflows, etc.

2 .

1. Establish a business plan : Before considering the deployment of a "customer relationship management (CRM)" solution, the company first determines the specific business goals to be achieved using this new system, such as improving

Advertising industry

1. Improve customer loyalty and prevent

I. Value to daily business personnel:

1. The organization and recording of customer information, the business dealings with customers, and the negotiation and negotiation of contracts.

2. Provide records and statistics of schedule work, save working time, improve work efficiency, and standardize process work.

3. Customizable reminders for working hours and customer information.

4. Follow-up work can be performed according to customer information statistics, and analyze which customers have potential business opportunities. It can also understand the progress of work and customer communication at a glance, which can more easily promote sales results.

5, can be set according to work needs to receive / send e-mail, and SMS platform custom reminder and other settings services.

6, can prompt corporate announcements, personal daily office workflow submission, filing, application, review.

Second, the value impact on the middle managers of enterprises:

1. Can dig out the most valuable customers and distinguish the good and bad customers through the daily work data statistics of business / sales staff.

2. Various analysis reports can be obtained based on the daily work data records of business / sales staff.

3. Perform various types of analysis on customer composition, sales funnel analysis, cost analysis, advantages and disadvantages analysis, and management of record statistics such as after sales.

4. The notification system reminder can increase the affinity between enterprises and customers, enhance customer loyalty to products, find the most valuable customers, carry out targeted marketing activities, and bring considerable benefits.

5. Check and record the work progress of daily business staff to better manage the team.

6. It can better distinguish the work contact records of key customers, remind and check the business staff's next work follow-up and give suggestions.

7, more systematic management of product purchases / sales, more convenient to query and get the number of products in stock.

Third, the value impact on corporate leaders / decision makers:

1. Prevent the loss of customers due to the departure of business staff and avoid the loss caused by humans. You can clearly understand the progress of the contact between employees and customers through records.

2. Better strengthen the internal management of the enterprise, and clarify the work authority and work supervision.

3. It can analyze the product trend through various financial statements and sales reports, sales analysis area, differences between the pros and cons of business personnel, and daily working rules of staff.

4. Improve the customer service management that can be customized, enhance customer loyalty, and add to the relationship between enterprises and customers.

5, better save working time, improve work efficiency, and more easily strengthen the internal management system.

6, through the daily staff to enter the correct data to determine the future sales situation and sales performance analysis chart, sales area analysis chart.

7. The system reminds the financial accounts receivable, accounts received, accounts that should be recovered, etc.

8. When the staff is away on business, they can also check their work through the convenient inquiry of CRM to eliminate the delay of work efficiency due to the influence of different places.

To sum up, the impact of CRM on enterprises is very extensive, especially on a sales-oriented company. It also significantly improves the work efficiency of different groups of people in the company, and uses systematic management to target the company. Promotion of marketing activities, various analysis reports, and improvement of internal management will bring considerable benefits.

Foreign CRM software products are at the high end, and some have strong consulting and analysis capabilities, but the products are less adaptable; some are more gorgeous and noble, with complete functions and flexible; but the only thing that people worry about is the high amount of foreign CRM products, the contract amount Often at millions or even millions of yuan, ordinary companies cannot afford it.

For domestic CRM software with independent intellectual property rights, the brand effect is relatively large. Based on their upgraded customer base and strong market penetration, they have a relatively large share in the Chinese CRM market. The products are easy for customers to accept in terms of step-by-step implementation, the openness of the software structure and its interfaces, and data conversion. The software price and implementation cost are low, but there is a gap between the software with complete functions, comprehensiveness, and maturity and the well-known foreign ERP software.

With the deployment of 3G mobile networks, CRM has entered the mobile era. Mobile CRM is a technology that implements CRM using wireless networks. It migrates public customer relationship management functions from the original CRM system to mobile phones. Mobile CRM system has the superiority that traditional CRM system cannot match. The mobile CRM system frees the business from the constraints of time and place, communicates with the company's business platform anytime, anywhere, effectively improves management efficiency, and promotes the growth of corporate benefits. Tencent EC Software, a well-known domestic manufacturer, applies CRM software to mobile platforms. It integrates 3G mobile technology, smart mobile terminals, VPN, identity authentication, geographic information system (GIS), Webservice, business intelligence and other technologies into one mobile CRM product.

To this day, the globalization of cloud computing has enabled traditional CRM software to be gradually surpassed by Web CRM (also known as "online CRM", "hosted CRM", and "on-demand CRM"). More and more customers are turning to the Web to manage business applications such as CRM.

According to statistics, in 2007, the total sales of the CRM software market in China reached 320 million yuan, of which the market capacity of China's manufacturing CRM was 180 million yuan. China's high-end markets, such as petrochemical, telecommunications, power, banking, and insurance industries, have basically been divided up by SAP and Oracle, while small and medium-sized markets are launched by the two giants each of their own SME versions, and domestic manufacturers Smoked all around.

At the same time, foreign CRM software giants are also actively deploying the Chinese market.

Although the adoption rate of CRM in China is not very high, quite a few companies have listed CRM as their next IT plan. The CRM software market is dominated by large management software vendors. The technology boom in SaaS has set off a suit for small and medium-sized enterprises. The wind of corporate online CRM applications.