In general, the purpose of CRM implementation is to automate and optimize all processes of interaction with customers through effective management of customer information. As a result, it builds productive, mutually beneficial relationships with customers and increases the value of the customer base by attracting and retaining profitable customers.
At each stage of interaction with customers CRM performs certain functions, allowing to solve specific tasks.
- At the marketing stage, CRM capabilities allow you to identify potential customers by sending out product information, analyze customer needs and predict customer behavior through research and surveys, and maintain a history of each customer interaction for more effective collaboration.
- One of the functions of CRM is the automation of the sales process which allows you to control all stages of the transaction. Information about the status of the order is available in real time. CRM allows you to optimize workflow on transactions, schedule tasks, provides a quick exchange of information between employees and customers.
- An important function of CRM – customer service management after the completion of the transaction, which involves automating the processes of planning and controlling the delivery of goods, providing feedback, dealing with complaints, tracking service requests.
- Finally, the introduction of CRM makes it possible to automatically analyze the data on the work of the company, which allows you to quickly and competently plan business strategies.
It’s important
CRM capabilities allow you to develop effective incentive models for profitable customers, offering them discounts, bonuses and other benefits. This ultimately increases customer loyalty and strengthens the customer base. At the same time automatic data analysis helps to identify one-time customers, which saves company resources and reduces costs.
