What is the function of crm? Which expert can explain ~

What is the function of CRM? There are many answers.

But Zhike CRM's answer is that the function of CRM is not to manage the relationship between you and customers, but that your management is related to customers.

Let me lift a chestnut first.

? In a small restaurant, the boss is familiar with the personnel accidents in the restaurant area, handing out cigarettes, making tea, toasting and chatting to attract customers. However, the food tastes terrible. Therefore, the boss can only work harder to pass cigarettes, make tea, toast, chat and wrangle to maintain the sitting rate. -This is the relationship between management and customers.

In another small restaurant, the boss is not good at words, nor does he smoke or drink. However, he carefully recorded the tastes and preferences of each customer, and determined the cuisine and vegetable price according to the habits and approximate income of people who often come to eat in this area. Cuisine has a variety of tastes, which can be automatically recommended according to customers' historical consumption records, paying attention to customers' feelings, and the decoration and sanitary conditions meet the requirements of most customers. -This is the relationship between management and customers.

Honestly, which one would you go to?

There are many similar examples, so let's go back to the enterprise level for further discussion. As we all know, enterprises can achieve development with the help of the experience and resources of leading brothers in the initial stage, but not every leading brother has such experience and resources, and there is no guarantee that the experience and resources will continue to be effective. At this time, it is necessary for many enterprises to understand the market itself by analyzing the individuals (customers) who make up the market.

For example, by looking at and analyzing the previous sales reports, you find that some customers in your customer base are outstanding, and then you are likely to do this:

1. Recruit more sales staff and focus on developing such customers. It is best for these salespeople to be familiar with such customers and be able to chat with them. Enterprise management recruitment.

2. This kind of customers are particularly outstanding in Xiamen, accounting for more than 30%. Please organize a meeting to discuss whether to open a sales service point in Xiamen. (development strategy)

3. Through historical data, you find that most of these customers know about your enterprise and products through some kind of publicity means, so you decide to increase investment in this kind of publicity means. (market strategy)

4. You sort out the previous sales methods for this kind of customer system, and combine your suggestions to make the sales process more standardized and effective, so as to improve the success rate of signing orders and shorten the cycle by this means. (Sales process management for different customers)

5. Through customer query records, you find that customers are not satisfied with the current service process of the enterprise. Through the analysis of process nodes, you find an improvement scheme, so you plan to delete or optimize the efficiency of a service node. (Efficiency optimization)

? Here are some simple management measures related to customers, which are prompted by customers' behaviors. So, this is the discussion of the board of directors, from the customer base. The main function of CRM should also be: to enable enterprises applying CRM to formulate corresponding management activities by understanding customers, and to accelerate these management activities by means of information technology, so that enterprises can seek greater benefits.