Ezweni lanamuhla lebhizinisi, ubudlelwano bamakhasimende abubalulekile nje kuphela, bubalulekile kubalulekile ukuqinisekisa impumelelo. Kwezomnotho umhlaba wonke kanye nemakethe yokuncintisana ngokuya, ukugcina ukuxhumana okusebenzayo namakhasimende kuba i kuqala amasu anoma iyiphi inhlangano. Le nselelo ithola a isixazululo kumathuluzi okuphatha ubudlelwano bekhasimende, aziwa nge-CRM (Ukuphathwa Kobudlelwano Bekhasimende). Le ndatshana ayihloli nje kuphela ukuthi iyini i-CRM, kodwa futhi nendlela yokuthuthukisa ukusetshenziswa kwayo, izinzuzo ezinikezayo, nokuthi ayini amathuluzi angcono kakhulu. kuyatholakala emakethe
Iyini i-CRM futhi kungani ibaluleke kangaka?
I-CRM iyi-a uhlelo noma imodeli eklanyelwe ukuthuthukisa i- ukuphathwa yokusebenzelana kwenkampani namakhasimende ayo amanje nangase abe khona. Ngamanye amazwi, i-CRM isebenza njenge isikhungo somyalo lapho lonke ulwazi oluhlobene namakhasimende lurekhodwa, luhlelwe, luvunyelaniswe futhi luhlaziywe. Lokhu kuhlanganisa idatha yokuxhumana, umlando wokusebenzelana, izintandokazi, imikhuba yokuthenga, nokunye okuningi. Lolu hlelo luhlose ukuthuthukisa ubudlelwano bamakhasimende, ukukhuthaza ukwethembeka futhi, ekugcineni, ukwanda ukuthengisa.
Okubalulekile: Ukuqaliswa kwe-CRM akusizi nje kuphela izinkampani ezinkulu, kodwa futhi nezinkampani ezincane neziphakathi. Ikuvumela ukuthi wazi amakhasimende akho ngokujulile, uwanikeze ukunakwa komuntu siqu futhi, ngaphezu kwakho konke, ulindele izidingo zawo. izidingo. Lezi zici ziyizici ezinqumayo zokugcina ukuncintisana kunoma iyiphi imboni.
Isibonelo, ngokocwaningo lwe-SuperOffice, ukusebenzisa i-CRM kungakhuphula amazinga okuguqulwa nge- 300% futhi kuthuthukiswe amazinga okugcinwa kwamakhasimende 47%. Ngokunikezwa kwale datha, akumangazi ukuthi izinkampani eziningi ngokwengeziwe zisebenzisa lezi zixazululo ukuze zilawule ukusebenzisana kwazo namakhasimende.
Izinzuzo eziyinhloko zokusebenzisa i-CRM
Izinzuzo zokusebenzisa i-CRM enkampanini zidlulela ngalé kokugcina idatha. Okulandelayo, sihlola i- izinzuzo ezibalulekile:
- Ukufakwa phakathi kwedatha: I-CRM inikeza inqolobane eyodwa lapho kugcinwa khona yonke idatha yekhasimende efanele. Lokhu kwenza kube lula ukufinyelela ulwazi noma kuphi nanoma nini.
- Inqubo yokuzenzakalela: Ikuvumela ukuthi wenze ngokuzenzakalelayo imisebenzi ephindaphindayo njengokuthumela ama-imeyili noma izikhumbuzi, okuyinto mahhala isikhathi sokuthi abasebenzi bagxile emisebenzini yamasu.
- Personalización: Isiza ukuletha ukuzizwisa komuntu siqu kumakhasimende ngokusekelwe kulokho abakuthandayo nokuziphatha komlando.
- Ukusebenzisana: Ukwenza ngcono ukuxhumana nokusebenzisana phakathi kweminyango ngokunikeza ukufinyelela okwabiwe olwazini.
- Ukuhlaziya nemibiko: Ihlinzeka ngezibalo ezinemininingwane namamethrikhi angukhiye ukuze kukale ukusebenza komkhankaso nokubikezela amathrendi esikhathi esizayo.
I-CRM njengobuchwepheshe, inqubo kanye namasu
Umqondo we-CRM ungahlukaniswa ngezindlela ezintathu eziyinhloko:
I-CRM njengobuchwepheshe
Kulo mongo, i-CRM iyithuluzi lesofthiwe eliqoqa, lihlele futhi lihlaziye ulwazi mayelana namakhasimende. Amasistimu athuthuke kakhulu ahlanganisa ukusebenza okusekelwe ukuhlakanipha okufakelwayo, izibalo zokubikezela kanye ne-automation ethuthukisiwe.
I-CRM njengenqubo
I-CRM ingaqondwa futhi njengesethi yezinqubo ezisungulwe inkampani ukuze iphathe ngempumelelo ubudlelwano bamakhasimende. Lokhu kuhlanganisa kusuka Ukuthwebula Idatha ekuhlukaniseni nasekuzenzeleni amasu.
I-CRM njengesu
Okokugcina, i-CRM ifilosofi yebhizinisi ebeka ikhasimende kuqala kuzo zonke izinqumo nezinqubo. Le ndlela ayifuni nje ukwanelisa iklayenti, kodwa ukulindela ezidingweni zakho ukuze udale ukwethembeka kwesikhathi eside.
Ama-CRM amahle kakhulu futhi akhokhelwayo
Kunezinketho eziningi ezitholakalayo emakethe, kusukela ku izixazululo zamahhala kumathuluzi e-premium anemisebenzi ethuthukisiwe. Lapha sethula ukuhlaziya kwezinye zezinketho ezinhle kakhulu:
1. I-ZohoCRM
Idizayinelwe ikakhulukazi amabhizinisi amancane naphakathi nendawo, I-CRM ye-Zoho inikeza isixazululo esisebenziseka kalula esinezici ezithuthukile njengokuzenzakalela komsebenzi, ukuhlaziya idatha nokuphathwa kwenkundla yezokuxhumana. Nakuba inguqulo yayo yamahhala inemikhawulo, izinhlelo zayo ezikhokhelwayo ziyi enokuncintisana kakhulu.
I-2. Salesforce
I-Salesforce ingenye yezinketho eziphelele nezidumile, ezilungele izinkampani ezinkulu ezifuna ukuphatha ubudlelwano obuyinkimbinkimbi bamakhasimende. Inikeza yonke into kusukela ekuhlaziyweni kwesikhathi sangempela kuya ukuhlanganiswa namanye amathuluzi afana ne-Slack ne-Google Analytics.
3. IMicrosoft Dynamics
Uma usuvele usebenzisa amathuluzi e-Microsoft, i-Dynamics iyindlela engcono kakhulu yokuhlanganisa i-CRM yakho ne-Office 365, i-Outlook nezinye izinsiza zenkampani.
4. I-HubSpot CRM
Ilungele ukuqala namabhizinisi amancane, i-HubSpot inikeza ukusebenza okuqinile mahhala. Okwakhe gxila Ukusebenziseka nokuhlanganiswa kwayo namathuluzi wokumaketha kuyenza ibe ukukhetha okuhle kakhulu.
Ungayikhetha kanjani i-CRM efanele yenkampani yakho
Ukukhetha i-CRM efanele kuncike kuwe izidingo ezithile. Nazi ezinye izici ezibalulekile okufanele uzicabangele:
- Usayizi wenkampani: Khetha i-CRM engakala uma uhlela khula ngokushesha.
- Ukuhlanganiswa: Qiniseka ukuthi i-CRM ingahlanganisa namathuluzi akho amanje.
- Ukusetshenziswa kalula: Khetha isixazululo esinembile ukuze abasebenzi bakwazi ukusithatha kalula.
- Ukusebenza: Chaza ngokucacile imisebenzi oyidingayo, njengokuzenzakalela, ukuhlaziya noma ukuphathwa komkhankaso.
- Isabelomali: Linganisa izindleko-inzuzo, ucabangele kokubili izimali zokuqala kanye nezindleko eziqhubekayo.
Ukuze uthole ulwazi olwengeziwe mayelana nendlela yokuhlanganisa i-CRM enkampanini yakho, ungathintana nendatshana yethu ethi Izindlela ezihamba phambili ze-CRM.
Ukusetshenziswa kwecala: Ukuqaliswa ngempumelelo kwe-CRM ezinkampanini
Enye yezindaba eziyimpumelelo ephawuleka kakhulu ngeye-STAjets, inkampani yezindiza ekwazile ukukhulisa imali engenayo 41% ngemuva kokusebenzisa i-CRM. Lokhu kube ngenxa yekhono lethuluzi lokuphatha kahle ifaneli yokuthengisa nokuhlinzeka ngezibalo zesikhathi sangempela.
Lapho utshala imali ku-a Uhlelo lwe-CRM, amabhizinisi awagcini nje ngokwenza imisebenzi yawo yangaphakathi kodwa futhi aqinisekisa ukuzizwisa okuphakeme kumakhasimende awo. Imakethe yanamuhla ayifuni imikhiqizo emihle kuphela, kodwa futhi nobudlelwano obuqinile nobomuntu siqu nabathengi. Kulo mongo, i-CRM ingaphezu kwethuluzi: iyi-a inzuzo yokuncintisana kubalulekile.
Ukuhlanganisa i-CRM emisebenzini yebhizinisi kuwukutshalwa kwezimali okunesu elingaguqula indlela izinkampani ezisebenzisana ngayo namakhasimende azo. Lokhu kuqaliswa kungaba yisici esihlukanisayo esiqhuba impumelelo eqhubekayo emakethe yokuncintisana.