Today, many companies attach great importance to Customer Relationship Management (Customer Relationship Management), and more and more companies are turning to this type of system to help manage customer relationships, thereby increasing turnover and promoting business development. If your company doesn’t already have a customer relationship management system, it’s worth considering one. This article will give you an idea of the benefits of a customer relationship management system.
As we all know, the lifeblood of a company lies entirely in its customers, and its source of income all depends on customers. Whether you can retain customers is very important, and customers who have “helped” you in the past have the best chance of becoming repeat customers and giving you business again. Therefore, many companies will retain customer information, try to build a good relationship, and notify them of new product launches.
In the past, customer information was mostly recorded in files, or at most simple software such as Excel. If it is a small company, this old method is okay, but if it is slightly larger and has thousands, tens of thousands, or even millions of customers, a multinational company may even have hundreds of millions. How can it be possible to use the old method to maintain customers? relation?
With the development of technology, especially the advent of cloud technology, customer relationship management CRM systems have emerged. This type of system can be fully “automatic”. The system not only contains the customer’s information, but also the relationship between the customer and the company. Records, such as what products have been purchased, what opinions are there, and even the whereabouts of customers on the website are recorded. Today’s CRM systems have evolved to include artificial intelligence (AI), which can automatically promote or sell products based on customers’ preferences or personalities.
Since more and more companies are using the CRM system, and all large companies are using it, it can be seen that it must be very beneficial. The benefits include the following:
Retain old customers
For many companies, old customers have the best chance of bringing business, especially if your products or services are of high quality and old customers feel they are “good” after trying them. Usually, if there are any new products, they have the best chance of bringing you business again. “Help”. They can be said to be the foundation of the business.
The biggest advantage of the CRM system is that it can maintain the relationship with the customer. It does not mean that once you do a business, you will never have contact with them again. When you can maintain long-term interactions with customers through the CRM system, over time, many customers will become long-term customers, have a relationship with the company, and will naturally give you frequent business.
If the company successfully retains a group of old customers, or even long-term customers, the cost of publicity or promotion for such customers is much lower than that of developing new customers, and the old customers may also become word-of-mouth and indirectly bring new customers. The “80/20 rule” pioneered by the economics master Pareto is world-famous. According to this rule, 80% of a company’s revenue comes from these 20% of long-term customers.
Since today’s CRM system is almost fully automated, it can greatly save manpower, material resources, and of course time. Therefore, companies can greatly reduce publicity costs by spending a small portion of the cost to retain old customers.
Build your brand
The CRM system can maintain the relationship between the company and its customers, contact them at regular intervals, and send blessings or various discounts on important occasions. This can make the company’s brand more humane and highlight “customer first”, and customers will naturally Most of them are very disappointed.
These systems can carry out different publicity campaigns according to the company’s brand strategy to make customers have a better impression of the company. This is another advantage of the CRM system.
Big data analysis
CRM systems store large amounts of data. As mentioned above, what products a customer has purchased, what consumption habits they have, and their whereabouts on the website or app can all be seen at a glance. Today technology companies are talking about “big data”, which shows how important these data are.
These systems can analyze a large number of customer data at the same time, identify different trends, and even automatically draw a variety of charts to facilitate company management and sales departments for analysis, which is useful for predicting sales and formulating appropriate publicity campaigns. Very helpful.
If you have paid attention, you will find that more and more large companies today have membership systems and hope that customers will download apps to join. Behind these tricks, the CRM system is actually at work. As long as you successfully join the membership, we can send you discounts from time to time, build a good relationship with you, and retain you as a customer. The membership system is also a good sales strategy and even allows you to save points to attract you to spend more.
The cloud is broken into parts
CRM systems can be said to have developed more vigorously because of cloud technology, because many large companies do not have just one office, especially multinational companies, with business all over the world. Cloud technology can allow branches or offices in different places to connect to The same database allows customer information to be unified and facilitates overall management.