El CRM (Ukuphathwa Kobudlelwano Namakhasimende) Kuyithuluzi elibalulekile lanoma iyiphi inkampani efuna ukuthuthukisa ubudlelwano bamakhasimende ayo. Ukuqaliswa kwayo okulungile nokusetshenziswa okulungiselelwe kusiza ngcono ukuxhumana, ukwethembeka kwamakhasimende y ukwandisa ukuthengisa. Nokho, ukuze CRM ibe usizo ngempela, kubalulekile ukulandela uchungechunge imikhuba engcono lokho kukuvumela ukuthi usebenzise ngokugcwele amandla abo futhi ugweme amaphutha ajwayelekile.
Izinzuzo ze-CRM ebudlelwaneni bamakhasimende
I-CRM ephethwe kahle inikeza inani izinzuzo lokho kungenza umehluko ekuqhudelaneni kwenkampani. Phakathi kwezinzuzo eziphawuleka kakhulu yilezi:
- Ukuhleleka okungcono nokufinyelela olwazini: Ibeka phakathi idatha yekhasimende, umlando wokuthenga, ukusebenzelana nokuthandwayo.
- Isevisi yamakhasimende esebenza ngempumelelo kakhulu: Kusivumela ukuthi siphendule ngokushesha nangendlela eqondene nawe kakhulu ezidingweni zamakhasimende.
- Ukuthuthukisa inqubo yokuthengisa: Ikusiza ukuthi uphathe abaholayo namathuba ebhizinisi ngempumelelo kakhudlwana.
- Ukwenza kube ngokwakho ekuxhumaneni: Isiza ukuhlukaniswa nokuthunyelwa kwemiyalezo ethile ngokuya ngephrofayili yekhasimende.
- Inqubo yokuzenzakalela: Yehlisa imisebenzi ephindaphindayo, okuvumela amaqembu ukuthi agxile ezenzweni zamasu.
Thatha inqubo yoqeqesho ngokungathi sína
Elinye lamaphutha amakhulu uma kusetshenziswa i-CRM akuqeqeshelwa abasebenzi ngendlela efanele. Kubalulekile ukuthi ithimba lonke likuqonde ukubaluleka kohlelo futhi lizibophezele ekusetshenzisweni kwalo ngendlela efanele. Ukufeza lokhu:
- Yenza izikhathi zokuqeqesha ezenzelwe indawo ngayinye yenkampani.
- Khuthaza ukufunda okuqhubekayo ngokusebenzisa izifundo kanye nemibhalo yangaphakathi.
- Khetha abaphathi bangaphakathi abakwazi ukuxazulula ukungabaza futhi baqondise ozakwabo.
Ukwenza kube ngokwakho kanye nokuvumelana nezimo ekuphathweni kwe-CRM
Yonke inkampani inakho izidingo ezithile, ngakho-ke kubalulekile ukwenza ngendlela oyifisayo i-CRM ukuze ilingane nezinqubo zakho. Ezinye izihluthulelo zokufeza lokhu zihlanganisa:
- Lungiselela izinkambu zangokwezifiso ezisuselwe kudatha ehambisana kakhulu nebhizinisi lakho.
- Yenza ngokuzenzakalelayo izenzo ezinjengokulandelela, izikhumbuzi nezaziso.
- Hlanganisa amathuluzi ahambisanayo, njenge-ERP, isofthiwe yokusekela noma izinkundla zokumaketha.
Lalela ngozwela futhi uthuthukise isevisi yamakhasimende
I-CRM akuyona nje isizindalwazi, kodwa iyithuluzi le Thuthukisa ukusebenzisana kwamakhasimende. Ukuze wenze lokhu, kubalulekile ukukhuthaza ukuxhumana okuzwelayo nempumelelo. Kuyanconywa:
- Rekhoda futhi uhlaziye ukusebenzelana ukuze uqonde kangcono izidingo zamakhasimende.
- Qeqesha abasebenzi ngezindlela zokulalela ezisebenzayo.
- Sebenzisa amathuluzi wokuphendula okuzenzakalelayo ukuze ulungiselele isikhathi sokuphendula.
Ukwelashwa kwe-VIP kumakhasimende abalulekile
Ngaphakathi kwesisekelo samakhasimende, kukhona ezinye ezidinga a ukwelashwa okukhethekile ngezinga labo lokwethembeka noma umthelela wabo ebhizinisini. Ukuphatha lokhu ngendlela efanele:
- Khomba amaklayenti anamasu futhi uwanikeze abaphathi abazinikele.
- Nikeza izinzuzo ezikhethekile, njengezaphulelo ezikhethekile noma ukufinyelela okubalulekile ekusekelweni.
- Yenza ukulandelela komuntu siqu nokuthatha isinyathelo ngokushesha.
I-automation yokuthuthukisa izinqubo
Izici ze-CRM ezizenzakalelayo zikusiza ukuthi unciphise isikhathi osichitha kuso imisebenzi ephindaphindwayo kanye nokwenza ngcono ukusebenza kahle. Ezinye izenzo ezinconyiwe zihlanganisa:
- Ukuthumela ngokuzenzakalelayo ama-imeyili okwamukela, okulandelela nawokwethembeka.
- Setha izikhumbuzi zokuxhumana ukuze ugweme ukuphuthelwa ngamathuba ebhizinisi.
- Sebenzisa ukugeleza komsebenzi okusiza ukuphatha izehlakalo nezicelo.
Ukukalwa kwedatha nokuhlaziya ukuthuthukisa isu
I-CRM ihlinzeka ulwazi olubalulekile okuvumela ukukhangisa, ukuthengisa kanye namasu okusiza amakhasimende. Amanye amamethrikhi abalulekile afaka:
- Izinga lokugcinwa kwekhasimende: Ihlola ukwethembeka kwekhasimende enkampanini.
- Isikhathi sokuphendula sethimba lokusekela: Ikala isivinini sokuxazulula imibuzo nezinkinga.
- Ukuguqula amathuba abe ukuthengisa: Hlaziya ukusebenza kwezinqubo zebhizinisi.
Ukuze usizakale ngale datha, kubalulekile ukuba nemibiko evamile futhi wenze izinguquko kuhlelo ngokusekelwe emiphumeleni etholiwe. Ngokusebenzisa lezi imikhuba engcono, izinkampani zingakwazi ukuguqula i-CRM yazo ibe umngane wamasu ozisiza ukuqinisa ubudlelwano bazo namakhasimende futhi zithuthukise imiphumela yebhizinisi labo.