Customer relationship management system (CRM) is the use of information science and technology to automate marketing, sales, and service activities. A way of management and operation. Customer relationship management is both a management concept and a software technology. Customer-centric management philosophy is the foundation of CRM implementation. The overall model of the Brocade customer relationship management system module is:
Help enterprises to comprehensively manage customer resources, reduce the loss of customer resources, while enabling users to grasp detailed information about customers at any time, and improve work efficiency.
Basic customer information: Record and manage basic customer information.
Contact information: Record information about managing customer contacts.
Customer business information: Record and manage customer business information, including customer status, customer needs, existing resources, etc.
Customer credit management: Provides credit management such as customer credit limit setting and credit analysis adjustment.
The marketing module provides complete marketing activities and marketing planning functions. Enabling the marketing department to execute and manage a variety of marketing activities through various channels, while tracking the effectiveness of the activities, recording market information obtained from multiple channels, collecting competitor data, research reports, and markets Analysis reports, product information, etc.
1. Marketing plan management: Formulation, approval and tracking of annual marketing plans and marketing expense plans.
2. Sales plan management: Formulate, decompose, approve and track annual, quarterly or monthly sales plans.
3. Market plan management: Formulate, approve and track the annual market plan.
Marketing activities: Provide detailed management of the entire process of formulation, approval, implementation, summary, reimbursement of marketing activities.
Peer information: records management competitors and competitors' service and price information.
According to the marketing organization structure, different users efficiently manage the daily work of sales through the unified platform provided by the system, improve the automation of the sales process, reduce the operating costs of the enterprise, increase the transparency of sales work, and reduce the risks caused by the loss of sales staff. , Sales executives can keep abreast of the progress of sales activities.
Sales opportunity management: comprehensively manage all relevant information about sales opportunities, such as related customers and contacts, expected products to be sold, competitors' situation, changes in opportunities, changes in sales status, quotation history, etc.
Sales activity management: Provides management of the entire process of formulation, approval, implementation, summary, reimbursement of sales activities.
Sales order management: Entry and approval of sales orders.
Competitor management: Record management of competitors and product information of competitors.
Comprehensive management of all aspects of customer service, users can fully grasp the information about customers, arrange active care plans in a targeted manner, and at the same time can quickly and efficiently respond to customer service requests, improve customer service quality, and increase customer satisfaction.
Service request management: Record and maintain customer complaints, service requests, and other requirements, and allocate resources such as manpower and facilities required for services.
Customer service activity management: Provides management of the entire process of formulation, approval, implementation, summary, reimbursement of customer service activities.
Provides statistical analysis from customers, areas, sales opportunities, products, expenses, orders, sales performance, etc., and also provides convenient and flexible custom report functions, which can generate various corporate reports and provide necessary data for decision makers To provide a basis for decision-making.
Customer related statistics: including customer group statistics, customer area statistics, customer contribution statistics.
Sales opportunity related statistics: including sales opportunity status statistics, sales opportunity time distribution statistics, sales opportunity success rate statistics, sales opportunity success and failure factor statistics.
Performance related statistics: including sales progress status statistics, regional performance statistics, product performance statistics.
Expense-related statistics: Including overall sales staff statistics, detailed usage cost statistics, business trip and activity cost statistics.
The value of the Brocade Customer Relationship Management System module is:
Through management interaction with customers, strive to reduce sales links, reduce sales costs, discover new markets and channels, and improve customer value, customer satisfaction, customer profitability, and customer loyalty, and achieve higher end results;
Achieve workflow driven, make the system a platform for daily marketing management, and obtain the required marketing information in a "natural" and "invisible" way. The decision analysis data required by the marketing system drives the generation of information and data required for decision-making through the collection, collation and classification of daily work information;
Achieve effective management and control of customer resources and business opportunities, make the company aware of the entire customer life cycle, reduce the risk caused by the loss of sales staff, enable sales staff to reflect the value of one day in the company's service, and improve employee-customer contact Efficiency and customer feedback rate;
Realize the company's marketing system management, integrate norms and systems into the system, and provide a unified platform for communication with customers, so that everyone has a law to follow, a rule to follow, and carry out daily work in accordance with the rules and procedures formulated by the system. Quickly improve the quality of personnel and team spirit to ensure market stability and sustainable development. On the other hand, strengthen interaction with customers and increase customer trust, satisfaction and loyalty;
Realize integrated application with business systems, organic integration of internal and external resources to form a complete supply chain. Order information can be obtained through online sales, customer care and services, and customer information is updated at the same time; application system is used to analyze order data, operation data, etc., and formulate marketing plans.