1. Introduction

2. Concept

3. Introduction for serverl system
     CRM System    Marketing    Data Analysis    Control Ability  

4. System Security
     Operation authority setting    Automatic data backup    Security control for remote branch office access  

5. Four Advantages
     1.Highly accessible database    2.Third-party service providers    3.Energy consumption    4.Cost-effectiveness  

6. Main Features
     Highly controllable database    Higher security    Real-time data update    The price may be higher    Not easily interfered by external factors    Return on investment    Sales Process    Customer sharing    Increase revenue    Management system  

7. System Advantages

8. Main Functions
     1. Schedule management    2. Lead management    3. Product management    4. Quotation    5. Order management    6. Invoice management    7. Knowledge base management    8. Ticket management    9. System administrator rights management    10. The operator has the appropriate module permissions  

9. Project Steps
     1. Establish business plan    2. Establish a CRM team    3. Analyze customer needs and carry out initial construction of information system    4. Evaluate the sales and service processes and clarify the application needs of the enterprise    5. Choose the right plan, invest resources in comprehensive development, and advance in stages    6. Organize training    7. Use, maintain, evaluate and improve  

10. Deployment Model
      Deployment Module    Local deployment  

11. Solutions
      1. Project establishment (project awareness, identification of target customers)    2. Project tracking (visiting customers, understanding needs)    3. Technical confirmation (technology, quality, supply)    4. Business confirmation (quote, delivery)    5. Contract signing (customer confirmation, signing contract)    6. Supply and payment (sample, small batch, batch)    7. After-sales management (complaint handling)    8. Regular return visits (demand discovery)    9. Project expansion (demand extension)  

12. Customer Relationship Management System

Introduction

Customer Relationship Management System (CRM) is based on the management of customer data, using information science and technology to automate marketing, sales, service as well as other activities^[1].

Customer Relationship Management System (CRM) establish a system for collecting, managing, analyzing and utilizing customer information to help enterprises.^[2]

Customer relationship management is both a management philosophy^[3] and a software technology^[4].

The customer relationship management system mainly has a highly controllable database, higher security, real-time data update, etc., and provides functions such as schedule management, order management, invoice management, and knowledge base management.

Concept

CRM (Customer Relationship Management) is a new management mechanism based on the "one-to-one theory of customer relationship" to improve the relationship between enterprises and customers. Customer relationship management is a process that to improve the core competitiveness of enterprises, use the appropriate information technology and Internet technology to coordinate the interaction between the company and the customer in sales, marketing and service, and the ultimate goal is to attract new customers, retain old customers and turn existing customers into loyal customers, increasing market share.

The first country to develop customer relationship management was the United States. This concept was originally proposed by the Gartner Group. In the early 1980s, there was the so-called “Contact Management”, which collects all the information that customers contact the company. In 1990, It evolved into Customer Care, which includes telephony service center support for data analysis.

The purpose of the CRM system is to establish a relationship with each customer in order to meet the special needs of each customer, to understand the different needs of the customer through contact with the customer, and to carry out "one-on-one" personalized service on this basis. Usually CRM includes sales management, marketing management, customer service systems, and call centers. "Customer-centric", improving customer satisfaction, cultivating and maintaining customer loyalty, it is becoming increasingly important in today's e-commerce era. Customer relationship management is a new management mechanism to improve the relationship between enterprises and customers. More and more enterprises use CRM to increase revenue, optimize profitability and improve customer satisfaction.

Statistics show that the size of the SME CRM market in 2008 has reached 800 million US dollars. In the next five years, this market will grow rapidly to $1.8 billion, accounting for more than 30% of the entire CRM market.

The CRM system mainly includes a traditional CRM system and an online CRM system.

Introduction for serverl system

CRM System

1. New customer access to the maintenance and marketing of the old customer.

2. Docking with multi-sectoral businesses such as sales, marketing, promotion, planning, and personnel.

3. Optimize all business links, reduce customer loss in all aspects, and company costs.

Marketing

1. RFM model: last consumption, consumption frequency, consumption amount.

2. Customer information data: credit, impression, industry characteristics data, consumption habits.

3. Cross-selling: find the right person, talk, do the right thing, accurate sales of related products.

Data Analysis

1. Marketing analysis, comprehensive analysis of marketing results, effective differentiation of potential, intention, and transaction customers, comprehensive data after the event.

2. Provide a comprehensive analysis of customer distribution, development trends, spending power, consumption characteristics, evaluation, etc., to support decision-making.

Control Ability

1. The order status is updated in real time, reminder, abnormal single tracking, easy to get.

2. Product evaluation tracking, improve baby optimization ability.

System Security

The security or stability of the CRM system is highly concerned by the enterprise, and three things should be noted before selecting the system.

Operation authority setting

Users in different positions in different departments of the enterprise can set different operation rights respectively. For example, ordinary salesmen can only see their own customer data, contract orders, receivables, fees and other data, and the sales department supervisor or office director, the branch manager can see the relevant data of the team members he belongs to, the boss and the sales director can see all the data and the salesperson can not see and use the functions and data related to the procurement.

Automatic data backup

It can be set to automatically backup every day at a fixed time. The system automatically packs all the data and backs up in the backup directory of the server hard disk. One backup file per day can store any number of backup files according to the size of the hard disk. Usually, you only need to backup from the server hard disk frequently. Use the U disk or mobile hard disk to copy backup files in the directory to increase the insurance factor. In the event of an accident, only one recent backup file is required to restore all data.

Security control for remote branch office access

Using VPN software or devices, you can package and encrypt data transmitted over the Internet, improve access speed, prevent data from being stolen and compromised, and identify users. Only devices and users who access authentication through remote access can connect to the company server.

Four Advantages

The CRM system running in the cloud may be the best choice for enterprises, but only if the scale of the enterprise is relatively small. Cloud CRM systems can greatly improve the operational efficiency of growing companies, while making it easier for employees to work every day.

1.Highly accessible database

Accessing data to the cloud network allows employees to complete access at greater distances. Cloud networks can make shared connections easier if different offices or departments need to share information. When the salesperson goes out with the customer, they can still access the company's database through the mobile device to find the information they want.

2.Third-party service providers

The involvement of external service providers can effectively alleviate the pressure of routine maintenance work. Service providers can monitor the process of system configuration and testing, as well as manage enterprise application data.

3.Energy consumption

Cloud CRM systems can save more energy for the storage of enterprise data and information. The amount of energy consumed to store data on an Internet server is significantly less than on a local private server.

4.Cost-effectiveness

Cost issues may be the main reason why many small businesses are turning to cloud CRM. Cloud CRM is charged in the form of payment according to the number of users on a monthly or yearly basis.

Main Features

Larger, more complex companies may be less inclined to use cloud CRM for a number of reasons. If a company has sufficient resources to support the operation of the local CRM system, then the company can use local CRM to track customer and principal information in a more secure manner.

Highly controllable database

The local CRM system allows companies to control customer information to the highest level. When companies have the ability to set up private servers, there is no need to build databases on public Internet servers.

Higher security

The local CRM system comes in handy if the information stored by the enterprise is for internal use only or is under high control through service level agreements. A similar situation, such as a medical institution, should not be outsourced to an external service provider when dealing with sensitive patient data.

Real-time data update

Although the automated enterprise application of cloud computing CRM is indeed a very practical tool for some enterprises, there are still other companies that prefer to directly control the update process of their data.

The price may be higher

In some cases, the fee-based program does not save the company money, therefore the local CRM system is more cost-effective. If the daily database of the enterprise database is very large, the internally installed system may be more economical.

Not easily interfered by external factors

Delivering routine maintenance to external service providers to deal with it can actually ease the pressure on business managers, but it also makes companies vulnerable to connectivity issues with service providers. Information systems installed inside the enterprise can effectively reduce the chances of inaccessibility to the database.

Choosing the right CRM system is critical to the business, or the right CRM has become an integral part of the business system. Customer related data is a decisive factor in the development of the business. Therefore, the way in which these data and information can be managed in order to maximize the business is an urgent problem for every company. In making the final decision, the business manager must first clarify what the consequences of each choice are and what positive or negative reasons are there to make or not make such a choice.

Return on investment

It turns out that CRM brings a positive return on investment to SMEs. The communication, procurement and interactive information collected by the system deepens the understanding of the company, simplifies knowledge management, and uses this knowledge to increase sales and increase returns.

Sales Process

CRM improves the sales process for SMEs and provides a guarantee for the success of sales activities. It shortens the sales cycle and strengthens the opportunity management of potential customers. Eliminate the losses caused by improper management of potential customers in the past. The information is more concentrated, and the sales staff is more targeted. By analyzing these customer transaction information, the success rate of future transactions has been greatly improved. CRM enables SMEs to more easily forecast sales performance and measure business performance. It can deepen horizontal and vertical sales opportunities, create a platform to evaluate sales processes, identify emerging issues, the latest trends, and potential opportunities to directly or indirectly enhance a company's profitability.

Customer sharing

CRM provides a great way for SMB employees to access shared knowledge bases. It provides employees with relevant information conveniently and effectively, helps them make the right decisions, and also strengthens the relationship between the company and the customer, identifies the future needs of the customer as well as tries to meet these needs. With the historical data of customers in this database, companies can better understand customer behavior, analyze customer preferences, and provide better products and services in a targeted manner.

Increase revenue

CRM allows SMEs to understand which channels will help them increase their revenues, and how to integrate the various facilities, technologies, applications, markets, etc. in the company. As a key CRM component, Sales Force Automation (SFA) can directly or indirectly exploit customer buying potential and increase corporate profitability. In addition, CRM can help SMEs increase customer satisfaction, build more loyal customers, and strengthen their competitive advantage. It helps SMEs optimize their business activities such as e-commerce and advertising strategies, manages and analyzes customer portfolios, and improves the effectiveness of market activities. By integrating processes such as order, customer service, sales, payments, warehouse and inventory management, packaging, and returns, CRM significantly reduces the operating costs of SMBs, saving time and resources.

Management system

A CRM system is based on a comprehensive customer relationship management foundation, combined with sound product management and financial management, and a simple and practical office management, which is perfectly integrated with the company's customer relationship maintenance and development. The management platform of customer, product, finance, after-sales service, team management, performance appraisal, and daily office collaborative work makes the customer management of the whole enterprise into a unified and standardized management.

The system is based on the B/S architecture, the number of users is not limited, and the use period is not limited. Including customer, contact, product, contract, payment, after-sales, schedule, announcement, knowledge base, memo, personalized website, mail group, chart statistics, automatic reminder, team management and other functional modules, SQL Server database.

System Advantages

1. The account is free to set up, the number of users is not limited.

2. Permanent use, unlimited use period, lifetime free technical support.

3. Completely independent management platform, do not need to rent any server, you can install it anywhere you need.

4. Based on B / S architecture, the Internet, local area network, local computer can be used, no need to install the client, can be covered in an unlimited range.

5. Powerful data management and statistical analysis functions, according to the various information created, and quickly query the required statistical information and corresponding histogram, line chart, pie chart.

6. Independent team management system, so that you can see the whole enterprise, the whole team situation at a glance.

CRM has built a complete customer-centric database of customer, marketing, sales, service and support information to help companies understand management channels and establish and optimize front-end business processes, including marketing, sales, and product services. Support, call center, etc. The system enables deep analysis and mining to identify the most valuable customers, new markets and potential customers, creating business opportunities. The system's scalable and connectable features can be seamlessly integrated with enterprise SCM and ERP systems, enabling real-time data exchange, enhancing relationships between enterprises and suppliers, partners, and customers, accelerating customer service and support response speed, and enhancing The competitive advantage of enterprises in the era of e-commerce.

7. The tracking of sales opportunities, you can easily understand the follow-up of each sales opportunity. Quickly develop customer follow-up strategies. - and on the detailed page of the sales opportunity you can see the details of the contact activity, quotation, contract, and service order.

Main Functions

1. Schedule management

2. Lead management

3. Product management

4. Quotation

5. Order management

6. Invoice management

7. Knowledge base management

8. Ticket management

9. System administrator rights management

10. The operator has the appropriate module permissions

Project Steps

First, the successful implementation of the Customer Relationship Management System (CRM) must have some prerequisites and foundations, the most important of which must be understood and supported by senior leaders. Under normal circumstances, the vice president of sales, vice president of marketing or general manager of the company should be the supporter of the project. He sets clear goals for the CRM project and provides support for the time, funds and other resources needed to achieve the goal. And in the course of the project, especially when encountering difficulties and problems, we must adhere to the incentives and support of the project team.

Second, the implementation team of the customer relationship management system should be a well-organized team. Members of this team must not only fully understand the business processes of the company, fully understand the technical solutions, but also be good at linking the technology with the specific problems that need to be improved, and selecting the right technology based on the problem, instead of adjusting the process blindly. Adapt to the requirements of technology. On the other hand, the team members are also good at communication, so that the project team can grasp more facts, so as to ensure that the developed CRM system can adapt to the needs of the enterprise to the greatest extent, so that users can adapt and accept the future more quickly of the new project.

Third, CRM is a full-time project. CRM is not really a project team, but a full-time job. All employees of the company can recognize the value of the customer relationship management system, and work hard to fully promote the CRM project. If some of these individuals or groups are treated negatively, the value of the CRM project will not be fully reflected. For example, if the account manager feels that the customer information is not important and is not willing to enter it in detail and is not willing to update it in time, then the customer service center will not be able to obtain the correct information for contact and analysis; and if the product developer believes that the customer opinion of the customer service center is not worthwhile. As a mention, new products cannot be integrated into real customer needs.

Under these three preconditions, the basic steps for implementing a CRM project are as follows:

1. Establish business plan

Companies must clearly understand their needs for CRM systems and how CRM systems will affect their business activities. On the basis of accurately grasping and describing the needs of enterprise applications, enterprises should develop a top-level business plan and strive to achieve an organic combination of reasonable technology solutions and enterprise resources.

2. Establish a CRM team

After the establishment of the CRM project, the enterprise should form a team in time. The team can select from each department that intends to use the CRM system to form a representative. In order to ensure the team's ability to work, early training of the program and promotion of the CRM concept should be carried out.

3. Analyze customer needs and carry out initial construction of information system

The CRM project team must have an in-depth understanding of the different needs or service requirements of different customers, understand what the interactions between the business and the customer are, and how people want it to work. The collection of customer information and the initial construction of the residential system is to establish customer information documents, which generally include the original records of each household, statistical analysis data and corporate input records. Enterprises should choose to determine the content of different customer files according to their own management decision-making needs, customer characteristics and ability to collect information to ensure the economic and practicality of the files.

4. Evaluate the sales and service processes and clarify the application needs of the enterprise

Under the condition of clearly understanding the needs of customers, analyze, evaluate and reconstruct the original business process of the enterprise, and formulate a new and standardized business process. In this process, employees should be consulted extensively to understand their understanding and needs for sales and service processes, and to ensure the participation of business executives. After refactoring the process, you should determine the functionality of the various modules you need from the perspective of each department's application, and let the end user find the features that are beneficial to them and what they want to use.

5. Choose the right plan, invest resources in comprehensive development, and advance in stages

Enterprises are considering application software and implementation of service providers on the premise of considering whether software vendors have a sufficient understanding and solution to the problems they are trying to solve, and paying full attention to the functions that their solutions can provide. Then, put in the corresponding resources to promote the installation, debugging and system integration of software and solutions in the enterprise, and organize software implementation.

The CRM solution should be implemented in a gradual manner, because the enterprise can adjust the CRM system at any time according to its business needs without interrupting the end user's use of the system. The so-called gradual approach refers to the implementation of a solution in sections. When more functions are needed, it is added to the system continuously, which avoids confusion in system implementation. If necessary, you can test against a group of users to determine if new features are necessary and effective. In this way, the software system is deployed in the enterprise according to the needs, and then integrated with other application systems.

6. Organize training

Enterprises should implement corresponding training for CRM programs. The training targets mainly include sales personnel, service personnel and management personnel. The purpose of training is to make the use objects of the system master the usage methods and understand the management and maintenance needs after the implementation of the solution. The CRM system can run successfully.

7. Use, maintain, evaluate and improve

Enterprises use new systems, such as data monitoring systems that measure management performance, internal management reporting systems, decision-making data, and analysis systems to analyze business operations. In this process, companies must work with system vendors on the system. The effectiveness of the evaluation is carried out, problems are found in use, and different modules are corrected to continuously improve their applicability.

Deployment Model

Deployment Module

CRM provides a very flexible cloud deployment model. In this cloud, CRM vendors maintain all application requirements, including servers, bandwidth, upgrades, and database backups. With cloud mode, businesses can afford no overhead or maintenance. However, this model also has certain limitations. In cloud mode, if you need to back up, you must pass the request to the vendor, and the backup is used to restore the SQL database. Custom development must use the module generator, and a particularly large amount of data may incur additional costs.

Local deployment

Local deployment of CRM is simply to install CRM in your own hardware environment, which requires you to prepare your own database, bandwidth and network environment. With the local deployment model, database administrators can choose to deploy CRM outside of MySQL and choose to use SQL Server or Oracle databases, which may be a big deal for companies that already have experience with SQL Server or Oracle services or regular backups. Hot spot. Similarly, by choosing a CRM local deployment model, organizations will find it easier to integrate with third-party applications, especially financial software, ERP, or other reporting systems that gain the ability to modify programs and styles outside of the module generator. The cost of providing such flexibility in local deployment is that the enterprise has to bear the cost of hardware, bandwidth, and database upgrades.

Solutions

The general business processes of a project management company are:

1. Project establishment (project awareness, identification of target customers)

2. Project tracking (visiting customers, understanding needs)

3. Technical confirmation (technology, quality, supply)

4. Business confirmation (quote, delivery)

5. Contract signing (customer confirmation, signing contract)

6. Supply and payment (sample, small batch, batch)

7. After-sales management (complaint handling)

8. Regular return visits (demand discovery)

9. Project expansion (demand extension)

Customer Relationship Management System

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