CRM, Customer Relationship Management or Customer Relationship Method are all methods that are used to make the most effective, most effective and profitable relationship with the customers or potential customers.
Today, product management has left its place to customer-oriented management, CRM, together with globalization. At the same time, the increase in product costs also led the companies to more customer-oriented sales. This has led to the necessity to use marketing channels more effectively. Companies need to follow the course, see the mistakes made and adopt a customer-oriented management strategy in order to work successfully. Although CRM is a management style, CRM software has the biggest share among these methods. Therefore, CRM software comes to mind when it comes to CRM. But CRM isn’t just about software.
CRM stands for Customer Relationship Management. Its purpose is very simple: it is defined as developing business relationships. It enables us to get to know our customers closely and to perform our daily work in a planned and organized manner. The concept of CRM is based on understanding the customer, providing product and service support in line with their demands and needs, and keeping the existing customers in hand. In addition, CRM is a form of management that aims to establish long-term and profitable customer relations and is included in all units of the company. Customer Relationship Management is widely used today. This is due to increased competition and the commercial market environment. Firms have started to adopt this form of management to gain more customers and be superior to their competitors.
A classic CRM solution includes many features for easy follow-up from the first contact with potential customers to the end of sales. Business executives use CRM solutions to manage sales organization and evaluate sales performance. Sales teams use CRM to prepare proposals, create order tracking, reach past sales and record all information. Employees within the company can access this information at any time.
Customer Relationship Management has many advantages for businesses. CRM creates a sense of awareness and reliability for businesses while strengthening relationships with customers.
Benefits of CRM
There are 10 critical factors for the success of CRM.
The main idea behind CRM is to treat customers separately and to behave differently. Customer-oriented CRM has the following main objectives:
Main Objectives of CRM
The CRM process starts with listening to customers first. It determines how the customer wants a business, what products he expects, and how he wants them to reach them. Afterwards, strategies are developed and customer analysis is performed in accordance with these requests. Customer Management System consists of 4 phases.
The aim is to define the target group and to divide it into groups. Customer selection is important because each customer exhibits distinct characteristics and contains different values. In this process:
The main goal here is to make sales to the customer in the most effective way.
It aims to retain existing customers until they win potential customers. At this stage, the aim is to increase the customer’s dependence on the enterprise, to ensure the continuity and loyalty of the relationship.
Steps are taken to maintain the loyalty and profitability of the earned and existing customers for a long time and to increase the amount of spending made by the customers. Efforts are made to obtain new benefits from the customers who are provided with continuity.
It aims to keep a profitable customer by winning it.
It aims to analyze and evaluate customer behavior and customer data in a strategic and planned manner.
It is CRM management that deals with various services such as sales, marketing and face to face with the customer.
CRM is a form of management that evaluates and optimizes the value between the customer and the enterprise and interprets it as a whole.
Customer relationship management starts with developing customer relations. This process is evaluated in 3 stages.
This is the stage where no communication has been made with the customer and the information of the customer has not been collected. Here, customers purchase products and services at service points called verilen Customer Contact Point..
It is an integrated solution consisting of certain components as a result of the cooperation with the vendor companies that can offer solutions that meet the objectives of the company. These components are: Data warehouse, professional services, consulting services, inquiry and access tools.
At this stage, customer touch points will also benefit from these analyzes and customer-specific behavior will be possible.
CRM Software is used to increase the profitability of sales from big businesses to small businesses. It records customer information such as e-mail, phone, website, social media profiles. It also keeps track of other developments such as recent activities of the enterprise. CRM software was created to listen to customers and develop new strategies for sales. It is used to protect existing customers and to reach new customers to gain new customers. At the same time, it is the general name of the transactions carried out in order to create loyal customers that depend on the brand and product. Thanks to CRM software, the customer feels special, which creates dependence on the brand and product.
What should be considered when choosing CRM software?
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