Isofthiwe ye-CRM ekhethekileyo iya kukuvumela ukuba ulandelelanise kwaye uququzelele oonxibelelwano lwabo kunye nabathengi bamanje kunye nabathengi . Iproofthiwe ivumela abasebenzi bakho ukuba bagcine ulwazi malunga nabaxumi kunye nokusebenzisana kwamakhasimende okuza kufumaneka ngabasebenzi kumasebe ahlukeneyo ngaphakathi kwenkampani yakho.
Kukho iinkalo ezintathu apho inkampani yakho inxibelelana nabathengi bakho.
- Abafowunelwa kwi-Front Office - Ezi zinto zibandakanya ukuqhagamshelana ngqo nabaqeshwa bakho nabathengi bakho abangabandakanya iifowuni, i-imeyile, imiyalezo esheshayo kunye noqhagamshelwano olujongene nobuso.
- Imisebenzi yee-Back Back - Ezi ziinkqubo ezisetyenziselwa ukuququzelela i-ofisi yangaphambili, njengezoxhumo zezezimali, ukuthengisa, ukuthengiswa kwamakhasimende kunye nokuthengisa.
- Uqhagamshelwano loShishino - Abasebenzi bakho baya kusebenzisana nabathengi nabathengisi ngeenkonzo zokunxibelelana, imicimbi yezoshishino kunye nemibutho yoorhwebo.
Izinto eziphambili ze-CRM
I-CRM ingaphulwa phantsi kwinani leenxalenye ezahlukileyo apho abaninzi abathengisi beekhompyutha bavelise amaphakheji.
Kwizona nkalo, kukho imimandla emithathu ebalulekileyo ekulawuleni ubudlelwane bamakhasimende; Inkonzo yabathengi, i-Sales Force Automation kunye noLawulo lweNkampu.
Inkonzo eyenzelwe
Umsebenzi weenkonzo zabathengi kwinkampani yakho imele imisebenzi yangaphambili yeofisi edibeneyo nabathengi bakho.
Ezi ziinkqubo zoshishino ezivumela inkampani yakho ukuba ithengise iimveliso kunye neenkonzo kubaxumi bakho, xhumana nabathengi bakho ngokubhekiselele ekuthengiseni nasekujonganeni neemfuno zentengiso yeenkonzo zokuthengisa zabathengi bakho. Ukusebenzisana ngalunye nomthengi kubhalwe kwaye kugcinwe kwisofthiwe ye-CRM apho ingafunyanwa ngabanye abasebenzi xa kuyimfuneko.
Sales Force Automation
Isebe lokuthengisa lenkampani lakho lihlala likhangela amathuba okuthengisa nabathengi abakhoyo nabatsha. I-software yokuthengisa ngokuzenzekelayo yeprojekthi ye-CRM ivumela amaqela okuthengisa ukuba abhalise umnxeba ngamnye kunye nabathengi, iinkcukacha zoqhagamshelwano kwaye xa kulandelwa ukulandelelana. Oku kunokunika amandla okuthengisa ngokusebenza kakuhle njengoko kunethuba elincinane lokuphindaphinda kwemizamo. Amandla abasebenzi ngaphandle kweqela lokuthengisa ukuba bakwazi ukufikelela kule datha baqinisekisa ukuba banolwazi oluqhagamshelanisiweyo kunye nabathengi. Oku kubalulekile xa abathengi baqhagamshelana nabasebenzi ngaphandle kweqela lokuthengisa ukwenzela ukuba abathengi banikwe inqanaba elifanelekileyo leenkonzo zabathengi .
Ulawulo lweeNkampu
Iqela lokuthengisa lithembela kubathengi abathengi ngethemba lokuphumelela ishishini elitsha . Inkqubo ethatyathwe liqela lezentengiso lidla ngokugxilwa kwiphankaso, apho iqela labathengi abathile lijoliswe kwiinkqubo zokumisela.
Aba bathengi baya kufumana izinto ezijoliswe ekuthengiseni kwaye ngokuqhelekileyo iintengo ezikhethekileyo okanye amanani anikezelwa njengenzuzo. I-software ye-CRM isetyenziselwa ukurekhoda iinkcukacha zephulo, iimpendulo zabathengi kunye nohlalutyo olwenziwe njengenxalenye yephulo.
I-CRM eDumile
I-software ye-CRM iye yathandwa kwiminyaka engamashumi amabini edlulileyo kwaye inani leephakheji ze-software ziye zaziwa ngeli xesha. I-Siebel Systems yasungulwa nguTomas Siebel emva kowe-1993 kwaye yavelisa iiphakheji ezithandwayo ze-Sales Force Automation kunye ne-CRM. Ngo-2002, iSibel yalawula i-45% yemarike ye-CRM kwaye ngo-2005 ithengwa yi-Oracle.
I-Epiphany yasungulwa ngexesha elifanayo njengoSiebel kwaye iqalisa ipakethe ye-CRM ethandwa kakhulu. I-Epiphany yathengwa yi-SSA ngo-2005, eyathengwa nge-Infor ngo-2006. Iprojekthi ye-CRIP ye-Epiphany ngoku idayiswa njenge-Infor CRM Epiphany.
I-Salesforce.com yikratshi ehamba phambili ye-CRM engekho isofthiwe yendabuko efakwe kumxhasi, kodwa inikwe kwi-intanethi, ebizwa ngokuqhelekileyo kwi-software-njenge-service (SaaS). I-Salesforce.com yasungulwa ngo-1999 kwaye ngoku inabathengi abangaphezulu kwama-55,000.
I-SAP , eyaziwa ngokuba ngumthengisi weprogram yocwangciso lwezoqoqosho (ERP) software, inikeza ipakethe eyaziwayo kakhulu ye-CRM. Umkhiqizo we-CRM we-CRM udla ngokuthengwa ngamashishini ase-SAP abathengi ngenxa yokukhululeka kokuhlanganiswa.