2023年10月16日

Some practical advice on using CRM to effectively manage the sales process

By iclick | 未分类

Some practical advice on using CRM to effectively manage the sales process

iclick
2023-10-16

According to the survey data, 85%+ of sales directors believe that the sales process has a significant impact on sales growth. With the development of the business and the expansion of the sales team, an effective sales process can help enterprises define a clear sales roadmap, grasp the sales rhythm, and effectively convert potential customers into transaction customers. So when we choose a CRM system, or consider implementing a CRM customer management system, the first concern is sales process management.

This article will discuss how sales teams can effectively manage sales processes and phases, and provide some practical advice.

Understand sales processes and stages

Sales process refers to the process of generating sales opportunities for target customers, conducting sales activities in response to sales opportunities and producing results.

In order to effectively manage the sales process, enterprises will divide the entire sales process according to important links such as “lead discovery”, “business opportunity follow-up” and “order making”. The common stages are: potential customers – establishing contact – demand communication – business quotation – bidding – signing cooperation. Generally, depending on the industry attributes and management requirements of the enterprise, the sales process will have different adjustments. Sales phase division and data maintenance are also fundamental components of sales funnel analysis.

Using CRM system,

Manage sales process effectively

So how do you create a “sales process roadmap”? Each company’s sales roadmap is different, depending on its industry, type of customer, decision-making process, and so on. But the way roadmaps are produced is common.

First, you need to understand your customers’ needs and buying behavior, as well as their decision-making process, and “think in tandem” with your customers. Then, break the sales process into multiple stages and set clear goals for each stage. At the same time, sales work is inseparable from team coordination, team members need to be clear about their roles and responsibilities, and regular training and guidance to ensure that the sales team’s understanding of the process is consistent.

No matter what industry you are from, the reasons for considering WeChat are as follows:

What does scrm mean? What are the features of SCRM?

By iclick | CRM, WeChat Marketing

What does scrm mean? What are the features of SCRM?

iclick
2023-10-16

The common CRM (Customer Relationship Management) system is no stranger to everyone, and we often call it customer relationship management. SCRM has one more S than traditional CRM, but this S (Socail) has greatly changed the operation model of CRM, in other words: customer management behavior is more focused on the social scene.

Different from the traditional CRM system, scrm opens up social tools and integrates social networks; In addition, on the basis of opening up social networks and social tools, more attention is paid to the extension and expansion of this function, which is also the reason why scrm can advance in the current era of big data.

Enterprises generally have the needs of customer relationship management in business scenarios such as marketing, sales and management. For example, some enterprises hope to solve the problem of process management through scrm system, improve customer loyalty, and solve the problem of sales business management. On the other hand, scrm not only refers to a large, complete IT project system, but also can be a tool application based on a single functional module, or a secondary development of the mainstream network platform. There are also solutions that focus on vertical areas, such as wechat marketing platform, marketing assistant APP, customer management CRM, etc.

Social networking tools commonly used abroad are not available in China. Instead of Facebook and Twitter, Chinese users use social media such as Weibo, Moments and QQ. Therefore, if CRM system wants to become scrm, it needs to connect with wechat, Weibo, QQ and other domestic social networks, and use social networks to obtain customers for enterprises and create business opportunities.

scrm’s biggest difference is that it focuses more on the customer and how to fully realize the social value of each consumer, which is the focus of business process innovation. In addition, in addition to the revenue contribution value, scrm will also comprehensively record and incorporate data such as the degree of consumer participation and influence into the analysis dimension, so as to form the strategy and model that is most conducive to brand and sales transformation.

What are the features of SCRM?

The focus is still on the wechat ecosystem. The development of SCRM based on wechat ecosystem relies on the two lines of personal wechat and corporate wechat.
Consumer-centered: Focus on business process innovation on how to give full play to the social value of each consumer.
Enterprise marketing automation management: With the continuous improvement of factors such as data open environment, data model capability and marketing more dependent on data-driven awareness. SCRM has become a digital brain and marketing engine that constantly brings the transformation and data of new consumers through the behavior and data of old consumers, and has become the strategy and execution focus of both offense and defense in the entire marketing management.

No matter what industry you are from, the reasons for considering WeChat are as follows:

Exploring the Power of CRM and SCRM in Modern Business

By iclick | 未分类

Exploring the Power of CRM and SCRM in Modern Business.

iclick
2023-08-22

Customer Relationship Management (CRM) and Social Customer Relationship Management (SCRM) have emerged as critical factors for achieving success in today’s digital and information-driven business landscape. These two strategies not only contribute to enhancing customer experiences but also strengthen connections with customers, fostering business growth.

CRM is a comprehensive strategy aimed at effectively managing and nurturing customer relationships. It encompasses various aspects, from customer acquisition and satisfaction management to customer retention. By collecting, analyzing, and leveraging customer data, enterprises gain a better understanding of customer needs and preferences, enabling the provision of more personalized services and products. This not only elevates customer satisfaction but also increases customer loyalty and repeat purchase rates, thereby facilitating long-term business growth.

SCRM represents a further development from traditional CRM, emphasizing the use of channels such as social media and online communities to engage with customers. With the proliferation of social media, an increasing number of customers express opinions and share experiences on these platforms. SCRM leverages this information to enable real-time and direct interactions. By monitoring customer feedback, responding to queries, and participating in online discussions, enterprises establish effective communication channels and deepen customer relationships. This open and interactive approach not only enhances customer engagement but also provides additional opportunities for brand promotion.

The strength of CRM and SCRM is also evident in their ability to provide more accurate market segmentation and target customer groups. By effectively managing customer data, enterprises can identify which customers are more likely to become loyal patrons, enabling the concentration of resources on these customers. Additionally, through the analysis of customer behaviors and feedback, businesses gain insights into market trends and changing demands, providing robust support for product development and adjustments to marketing strategies. This refined market positioning and customer analysis capability allows enterprises to better meet market demands and enhance operational efficiency.

To harness the power of CRM and SCRM, enterprises need to invest appropriate resources and effort. First and foremost, the establishment of a comprehensive customer database is essential. This involves collecting and organizing customer information, transaction histories, and contact records. Secondly, investments in technological infrastructure are necessary to ensure data security and privacy protection. Additionally, employee training is crucial to enable them to effectively utilize CRM and SCRM tools for meaningful customer interactions.

CRM and SCRM hold significant potential in modern business. They not only contribute to improved customer experiences and loyalty but also offer opportunities for precise market positioning and business growth. However, to fully realize the potential of these strategies, enterprises need to invest in areas such as data management, technological infrastructure, and employee training. With the continuous development of technology and evolving business environments, CRM and SCRM will continue to play a pivotal role in enterprises, creating more opportunities for sustainable growth and success.

What are wecom scrm and SCRM?

By iclick | CRM, WeChat Marketing

What are wecom scrm and SCRM?

iclick
2023-07-06

Wecom SCRM and SCRM

SCRM can manage customers at different levels and guide user transformation at different levels. In theory, enterprises should subdivide customers step by step to achieve resource allocation. Most companies divide customers into potential customers, ordinary customers, loyal customers, member customers and other categories according to loyalty, and have been working hard to realize the gradual transformation of customers. SCRM systems can easily help enterprises achieve this effect. Through the content disclosed by customers and interaction records, SCRM can carry out a multi-dimensional portrait of customers and intelligently divide the stages of customer loyalty.

Wecom SCRM refers to using WeCom (Enterprise WeChat) as a tool and platform for Social Customer Relationship Management (SCRM) within a company. SCRM is an extension and upgrade of traditional Customer Relationship Management (CRM) that aims to leverage social media and social networks to facilitate closer and more interactive communication with customers.

Wecom SCRM utilizes Enterprise WeChat, an enterprise-level communication tool, to achieve real-time communication, information sharing, and relationship building with customers. It provides a more convenient and efficient way for companies to maintain close contact with customers and enhance customer management and service.

The key features and functions of Wecom SCRM include: Customer interaction: Through Enterprise WeChat, companies can engage in instant communication and interaction with customers, including text messages, voice messages, images, and videos, to improve customer satisfaction and loyalty.

Customer management: Wecom SCRM offers customer information management functionalities, including customer profiles, communication history, and purchase records, enabling companies to gain comprehensive insights into customers and facilitate refined customer management.

Marketing activities: With the broadcast function of Enterprise WeChat, companies can send marketing and promotional messages to customers, attracting their participation and purchases, thus enhancing sales and market influence.

Social sharing: Wecom SCRM integrates the content and information from Enterprise WeChat with social media platforms, facilitating rapid information dissemination and social sharing, thereby expanding brand influence and exposure.

Data analysis: Wecom SCRM provides data analysis and reporting capabilities, enabling companies to analyze customer behavior, market trends, and marketing effectiveness, and supporting decision-making with data-driven insights.

In SCRM, “s” is mainly reflected in social.

By iclick | 未分类

In SCRM, "s" is mainly reflected in social.

iclick
2023-07-04

The “social” in SCRM is mainly reflected in social media marketing and social enterprise collaboration.

The popularity and rise of mobile Internet and its devices is an indispensable reason. Mobile intelligent devices promote the communication and connection between people. Especially, with the birth and development of social media, more and more consumer groups are deposited in social media, which also changes the way enterprises manage customers. From the traditional one-to-one interaction between enterprises and customers, it has evolved into the complicated interaction between customers and customers and enterprises.

In addition, traditional enterprises can only understand customer preferences through fixed and one-way methods such as market research, and even pay for third-party services to understand target users. Not only does the authenticity of data samples with a long feedback cycle remain questionable, but the cost performance of this research method is indeed worrying. However, due to the emergence of social media, enterprises can reach customers directly and directly grasp the needs of target users and make timely adjustments, so that enterprises can avoid many detours.

So, what’s the difference between SCRM and CRM?

Traditional CRM is to understand the needs of users as one of the means to achieve enterprise goals, and focuses on letting users directly consume to achieve sales purposes. However, this link is extremely fragile in the current social environment, and users have become immune to the “forced consumption” of one-way output, and the effect of maintaining customers is far less than before. Therefore, the management object of CRM is only a single consumer, and the user is more like a “tool person” who only pays money in the transaction process.

In contrast, SCRM is more centered on the user itself, focusing on the value of the social network behind the user. It can automatically analyze the user’s transaction data and portrait, and attach specific social labels, so as to push more accurate marketing content in the future and realize the automation and elaboration of marketing.

In other words: compared with traditional CRM, SCRM is a tool upgrade that conforms to modern interpersonal communication methods.

SCRM can capture/integrate multi-platform user data to accumulate a more comprehensive user portrait

Based on big data technology, SCRM analyzes user data from different channels, and then realizes the identification of the same customer identity in different channels through data integration, thus accumulating a large number of accurate user portraits.

SCRM can dig deep into the user circle and community, targeted personalized services

SCRM can further realize the effect of deep digging of high-value customers by labeling, painting and subdividing groups for customers, so as to conduct more accurate personalized customer modeling according to the characteristics of their circles, and realize personalized service and even 1V1 one-way interaction.

SCRM can manage users at different levels and guide users to convert layer by layer

SCRM system can help enterprises to distinguish customers into potential customers, general customers, high intention customers, transaction customers and other different customer groups with the degree of intention and consumption power, so as to achieve the effect of customer transformation step by step. And through the open content and interaction records of customers, multi-dimensional portrait of customers, intelligent division of the life cycle stage of customers, formulate corresponding marketing actions, to achieve accurate screening, faster conversion and transaction.

What does scrm mean? What are the features of SCRM?

By iclick | CRM

What does scrm mean? What are the features of SCRM?

iclick
2023-06-08

The common CRM (Customer Relationship Management) system is no stranger to everyone, and we often call it customer relationship management. SCRM has one more S than traditional CRM, but this S (Socail) has greatly changed the operation model of CRM, in other words: customer management behavior is more focused on the social scene.

Different from the traditional CRM system, scrm opens up social tools and integrates social networks; In addition, on the basis of opening up social networks and social tools, more attention is paid to the extension and expansion of this function, which is also the reason why scrm can advance in the current era of big data.

Enterprises generally have the needs of customer relationship management in business scenarios such as marketing, sales and management. For example, some enterprises hope to solve the problem of process management through scrm system, improve customer loyalty, and solve the problem of sales business management. On the other hand, scrm not only refers to a large, complete IT project system, but also can be a tool application based on a single functional module, or a secondary development of the mainstream network platform. There are also solutions that focus on vertical areas, such as wechat marketing platform, marketing assistant APP, customer management CRM, etc.

Social networking tools commonly used abroad are not available in China. Instead of Facebook and Twitter, Chinese users use social media such as Weibo, Moments and QQ. Therefore, if CRM system wants to become scrm, it needs to connect with wechat, Weibo, QQ and other domestic social networks, and use social networks to obtain customers for enterprises and create business opportunities.

scrm’s biggest difference is that it focuses more on the customer and how to fully realize the social value of each consumer, which is the focus of business process innovation. In addition, in addition to the revenue contribution value, scrm will also comprehensively record and incorporate data such as the degree of consumer participation and influence into the analysis dimension, so as to form the strategy and model that is most conducive to brand and sales transformation.

What are the features of SCRM?

The focus is still on the wechat ecosystem. The development of SCRM based on wechat ecosystem relies on the two lines of personal wechat and corporate wechat.
Consumer-centered: Focus on business process innovation on how to give full play to the social value of each consumer.
Enterprise marketing automation management: With the continuous improvement of factors such as data open environment, data model capability and marketing more dependent on data-driven awareness. SCRM has become a digital brain and marketing engine that constantly brings the transformation and data of new consumers through the behavior and data of old consumers, and has become the strategy and execution focus of both offense and defense in the entire marketing management.

Four functions of wechat scrm marketing

By iclick | CRM, WeChat Marketing

Four functions of wechat scrm marketing。

iclick
2023-06-07

Wechat scrm marketing is a mobile marketing method based on wechat platform, which can manage user information, realize user personalized management, provide good user experience and have the advantage of quickly acquiring new users, and become one of the important marketing methods indispensable for the development of many enterprises. So, what does it do?

1. Management of fans

Fans are wechat friends who do business with companies and have a certain degree of fame. Wechat community and wechat public number, circle of friends and other channels play an important role in the marketing process, enterprises can provide users with a variety of forms of interaction through these channels, to achieve “fans” from “passive acceptance” to “active attention” to “active interaction”, to help enterprises enhance user stick ability.

Targeted user acquisition

Nowadays, the user activity of wechat platform is very high, but for enterprises, how to quickly and efficiently acquire users has become the key. However, for many companies, the traditional method is to push the promotion information directly to the user’s wechat signal. Nowadays, wechat public accounts have many different types of accounts to help enterprises effectively complete advertising. Wechat public number can also have many ways to promote, as long as you choose to promote your own corporate brand, so that you can get users more targeted.

Product function output

In wechat scrm marketing, users can not only display content through the wechat public account, but also interact with the wechat public account and community, such as directly commenting on the relevant content in the chat, liking and other opinions. Wechat scrm can also achieve marketing goals through some other forms. For example, in wechat for user information display services and corporate brand promotion and recommendation. In addition, wechat also provides many other forms of functions, such as interactive Q&A, social group chat and so on.

The content of marketing is to communicate with customers in the process, enterprises need to constantly think, summarize and summarize the problem. In the scrm mode of wechat, enterprises can systematically sort out the marketing words when interacting with customers, which is convenient for follow-up communication, saving time and effort and has good effect. For potential customers, enterprises can carry out follow-up work through wechat marketing channels; For old customers, through marketing words to convey corporate brand image, product advantages, service advantages, and product potential value points to customers; For new customers who do not pay attention to users, enterprises can attract users’ attention and introduce new customers through marketing tactics.

The four functions of wechat scrm marketing help enterprises increase business efficiency and enhance marketing capabilities. Of course, its functions are not limited to the above four aspects, and enterprises will explore more aspects in practice.

the marketing automation management platform.

By iclick | Marketing Automation

the marketing automation management platform。

iclick
2023-06-06

Marketing automation is software that performs, manages, and automates marketing tasks based on big data. It supports most marketing processes, including lead development, segmentation, lead generation and scoring, relationship marketing, cross-selling and up-selling, and more.

Components of marketing automation management platform:

1. A central marketing database: Marketing decisions without data can be scary, but making decisions based on flawed data can make it easier to get the wrong end of the stick, so the collection and storage of marketing data is also important. The central marketing database is the place where all marketing data is stored, such as detailed customer information, interactive behavior, etc., and is the “record system” of all marketing information.

2. Participative marketing engine: Currently, consumers’ consumption concept is changing, forming participative consumption. They care not only about features, but also about the experience of buying products, so brands must always be focused on maintaining a good experience for consumers. A participatory marketing engine is a marketing process and dialogue environment for creating and managing channels. Think of it as the “orchestra conductor” of our interactions with our customers.

3. Analytics engines: Collect huge amounts of data and use it to your advantage. Analytics engines are an effective way to test, measure, and optimize marketing ROI. We can think of an analysis engine simply as a tool for us to learn what works, what doesn’t, and what can be improved.

What is a marketing automation platform? 3 marketing automation platform recommendation。

By iclick | Marketing Automation

What is a marketing automation platform? 3 marketing automation platform recommendation。

iclick
2023-06-05

What is a marketing automation platform? 3 marketing automation platform recommendation, let enterprise marketing twice the result with half the effort。

The value of a marketing automation platform

2.1 Service pain points

1) Unintegrated data: ️ has accumulated a large amount of member data and customer data, but it has not been effectively integrated

2) Extensive management: marketing activities are still wide-spread and extensive, with high cost and even aversion to customers

3) Business risk: The whole life cycle of customers is relatively dependent on labor, which leads to the risk of human departure and high labor cost

4) Low marketing efficiency: marketing execution relies on manual labor and cannot efficiently execute multiple marketing scenarios at the same time; In the process of marketing development, real-time insight is not timely, unable to timely capture the marketing dynamics

5) Effect evaluation is difficult: the follow-up evaluation of marketing relies heavily on manual labor, and the pressure of data processing is great; It is not convenient to do AB test and cannot dynamically adjust the marketing plan。

2.2 Value

Improve marketing efficiency and reduce marketing costs.
Rich user portraits to achieve precision marketing
Diversified contact points to achieve personalized marketing
Rich data dimension, real-time understanding of marketing effects, capture high-quality customers

Recommended! Let the enterprise marketing with half the effort twice the result of 3 marketing automation platform

Now, the Internet traffic has become increasingly saturated, the difficulty and cost of enterprises to get customers is rising. More and more enterprises want to find ways to improve marketing efficiency, and gradually aim at some marketing automation platforms. Compared with traditional marketing, using marketing automation platform for marketing activities has many advantages, such as tracking the data obtained by the whole process and all channels, automatically executing repetitive operations that used to cost a lot of manpower, and more refined operation and transformation of clues.

For those enterprises that are still in the preliminary stage of understanding marketing automation, how to choose the right platform in the complicated market environment? What are the hot marketing automation platforms? What are their respective characteristics? Hope the following content can give you some reference.

1 Marketo

Marketo is a relatively mature marketing automation platform, which is most suitable for medium-sized enterprises with a large demand for marketing functions.

The main functions of the platform include marketing automation (improve marketing efficiency and conversion rate through automatic grouping of users and automated marketing plans), AI prediction and data expansion system (recommend content corresponding to visitors through data supplement, user behavior tracking and AI prediction), marketing data BI system (connect various data in enterprise marketing process, Form visual data Kanban, carry out ROI tracking, improve enterprise decision-making ability).

It is worth mentioning that it is a single tool that provides email automation. But it can take full advantage of email automation by integrating with other tools, so Marketo supports a wide range of interfaces and a freer experience. For example, it integrates well with Salesforce, and many of its marketing solutions are ready-to-use.

2 HubSpot

Like Marketo, HubSpot offers a full suite of digital marketing tools to truly participate in the marketing process, targeting marketing executives at small and medium-sized businesses with 10 to 1,000 employees.

The platform functions cover three categories, the first is always centrally located automated marketing system, which provides SEO, social media, web page production and optimization, website scoring and other tools products; The second is CRM, which visualizes data and automatically tracks customer behavior. Finally, there is the sales system, which serves as a tool to connect sales people with customers.

One of its biggest highlights is that it provides some free functions related to CRM. However, because it is free, it still has fewer functions compared with professional CRM systems. In order to get a better experience, you may have to buy other products of his family.

3 Iparllay

The platform is one of the marketing automation platforms in the Chinese market, providing one-stop SCRM marketing automation solutions to help enterprises succeed in gaining customers, mainly for large and medium-sized enterprises in the B2B and B2C industries.

The platform is further divided into three functional categories: Marketing automation platform (an all-channel customer acquisition tool for potential customer cultivation and MA all-channel interaction at the same time), social sales platform (social communication between sales team and customers, intelligent social sales tool based on enterprise marketing), system docking platform (data automation, social data docking and integration with data from other three platforms).

The core of iparllay to maintain its competitiveness lies in the stability of its products, the strong openness of its platform and the constant updating and accumulation of customer cases.

CRM customer management method: Create personalized service

By iclick | CRM

CRM customer management method: Create personalized service。

iclick
2023-05-31

With the intensification of market competition, customer management has become an indispensable part of enterprise development. The emergence of the CRM (Customer Relationship Management) system provides enterprises with a brand-new way of customer management. How to use CRM systems to improve customer satisfaction and customer loyalty has become a problem that enterprise managers need to think about.

First, customer classification management

The CRM system can classify customers into different categories, such as potential customers, important customers, and high-value customers, according to their different needs, values, behaviors and other factors. For different customers, enterprises can develop different marketing strategies and service programs to improve customer satisfaction and loyalty. At the same time, enterprises can also use CRM systems to subdivide customers, understand customer needs and feedback, timely adjust the service plan, and improve the quality of service.

Establish customer files

CRM systems can help enterprises establish customer files, including customer basic information, transaction records, service records, etc. Through customer archives, enterprises can deeply understand customer needs, behaviors, preferences and other information, and provide personalized services for customers. At the same time, customer archives can also help enterprises analyze customer value and potential, develop targeted marketing strategies, and improve sales and customer loyalty.

Customer interaction management

CRM systems can help enterprises establish multiple channels of interaction with customers, such as phone calls, emails, text messages, social media, etc. Through customer interaction management, enterprises can timely understand customer needs and feedback, and timely reply to customer questions and complaints. At the same time, enterprises can pass on their brand image and values to customers through customer interaction management to improve customers’ cognition and trust in the enterprise.

Iv. Customer value assessment

CRM systems can help businesses assess the value and potential of their customers. Through customer value assessment, enterprises can understand customers’ purchasing power, loyalty, recommendation degree and other information, and provide customers with personalized services and marketing strategies. At the same time, customer value assessment can help enterprises identify high-value customers and potential customers, develop targeted marketing strategies, and improve customer loyalty and sales.

In short, CRM systems can help enterprises establish customer management systems, and improve customer satisfaction and loyalty. In practice, enterprises need to develop their own CRM system and customer management strategies according to their own characteristics and customer needs, constantly optimize the customer management system, and improve the competitiveness of enterprises.

iclick

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