Input and output of the hottest small business CRM

2022-08-14
  • Detail

Input and output of small business CRM

managed CRM application is another attractive choice for small enterprises, because this way enables small enterprises to obtain CRM capabilities without paying a high price for the entire software. The strong development experienced by rightnow technology and the two top companies in the custody market is attributed to small and medium-sized enterprises

although all software, services and consulting that focus on customer management and customer relationship management have some simple theories to support them. However, it is the same to establish a meaningful and easy to reuse customer contact method and obtain enterprise benefits by improving customer loyalty and product recommendation

of course, it is easy to solve in theory. What is more complex than "why" is "how" to use the CRM system. A series of tools, training materials and management methods have been developed in the CRM market to help solve the problem of "how" to use the CRM system

for small companies without thousands of customers, how to plan CRM applications is a headache, but it should not become a stumbling block for small companies to adopt CRM applications

after purchasing the primary version of CRM and training employees, any small enterprise can manage their customer relationships and promote customer loyalty by using the latest and mature tools

about enterprise leaders

the reason why the executive vice president of sap, the global initiator of CRM, caused this kind of phenomenon, DARC dencker Rasmussen, President, said: "before studying how to use CRM applications and services, company leaders must designate a person or a team to be responsible for starting CRM applications"

at the same time, he also said: even for small companies, it is necessary to supervise the implementation of CRM, because some things can only be handled by some people, and if possible, it is best to be handled by one person

in the past, encaker Rasmussen has seen some companies try to start CRM on the basis of department level, resulting in multiple CRM administrators and multiple CRM systems, and finally a complete chaos, because one of the strengths of the latest CRM tools is that these tools have the ability to release customer information across Department boundaries, but the way of multiple CRM systems has no cross department effect

for example, a good CRM system will be able to obtain customer information from sales representatives. This customer information can automatically enter the financial system and create a new customer record in the financial system. From the moment the new customer record is established, the marketing department that wants to carry out regional promotion can access this new customer record, which is conducive to the marketing department to formulate promotion measures closer to the market. The development department that decides to develop new products can also access this new customer record, which is conducive to developing new products that are more attractive to the customers that the sales department is trying to attract

in the case of multi CRM system, it will be very difficult or even impossible for departments to share data. If some personalized functions are added to these CRM systems, it will make those transactions that could have been processed in a flow-through manner more complex

dencker Rasmussen said, "many companies are realizing that giving CRM to individuals or a team can promote more cooperation among employees. Everyone in the company will benefit from centralized customer information. This overall and collaborative way of work is also what the company and every employee need."

about toolkit

once the CRM project is launched, it will be time to consider integration tools. There are countless tools to choose from. However, most tools are for large enterprises. A fact that can best meet the needs of small enterprises and reduce research costs is that those large-scale software such as Oracle and SAP can also be applied to small enterprises, but they are more used to orderly save thousands of customer data of large global companies

it is usually the best choice for small and medium-sized enterprises to use a stand-alone, packaged software or a hosting service. Several related applications can meet the needs of small and medium-sized enterprises in managing contacts and customer accounts, marketing, documents, orders, invoices, meeting minutes and so on

although these packaged software can be used directly like a black box, they can also be customized by the software provider according to the needs of the company at the time of purchase. For example, terrasoft is a customized development package that can be customized according to customer sales goals and business processes. Terrasoft's development kit also enables companies to customize forms, record details, and reports

hosting CRM applications is another attractive choice for small businesses, because this way enables small businesses to obtain CRM capabilities without paying a high price for the entire software. The strong development experienced by rightnow technology and its two top companies in the custody market is attributed to small and medium-sized enterprises

rob Bois, an analyst at AMR Research Institute, said, "small and medium-sized enterprises occupy a large market share in the custody market. The software plus service model can enable companies to quickly find suitable CRM without spending too much it budget."

another advantage of using managed services is that you can get uninterrupted and real-time technical support. For example, the company provides a forum for customers, which means that customers who subscribe to this service will get instant support services if they have problems in the process of operating the CRM system

Bonnie criter, vice president and general manager of salesforce's service and support department, said, "the forum is diffuse, which is why enterprises continue to seek multiple support channels from their support institutions."

about training

once these CRM tools are implemented, most of the remaining CRM implementation work is to improve the efficiency of employees and customers. For some companies, customer information can be kept confidential to the greatest extent, because these customer records are maintained by the sales team or CRM hosting service provider. But their employees should be able to use CR very skillfully. In fact, the user selection depends on the cost-effective M system, whether the system is an application or a managed service

in most cases, service providers are taken for granted as training service providers. In the process of selecting service providers, companies should not only understand the implementation costs and alternative services, but also ask questions about training services

sometimes, service providers provide the service of "training trainers", which means that they will train the company. In 2004, LANXESS invested 300million euros in its flagship plant in Antwerp, Belgium, and a limited number of employees who can go back and share knowledge with other departments. Mr. dencker Rasmussen of SAP suggested that these people should be selected carefully

although this will tend to choose the leaders of various departments, it is more beneficial to choose and train employees who are good at analyzing complex concepts and imparting training knowledge to the majority of employees. On the basis of correct management, tools and training, small enterprises can establish an infrastructure to maintain customer loyalty as long as they bear a very small risk of return on investment. (end)

Copyright © 2011 JIN SHI