Mukati
- Chii chinonzi CRM masisitimu mumashoko akareruka
- Izvo zvaunoda kuziva nezveCRM-masisitimu munzvimbo yekutanga
- Ko CRM system inoshanda sei?
- Ndeapi mabhenefiti eCRM masisitimu
- Izvo bhizinesi rinoda CRM masisitimu
- Zvinoita here kuita pasina CRM system?
- Ndeapi data anounganidza CRM masisitimu?
- Mienzaniso yehukuru hweCRM masisitimu muNyika Yedu muna 2022
- Nhanho-ne-nhanho mirairo yekushandisa CRM system
- Iko kukanganisa kukuru kana uchishandisa CRM system
- Mibvunzo nemhinduro dzakakurumbira
A CRM system chirongwa chinochengeta data rese pamusoro pevaripo uye vangangove vatengi (mazita, vanobatika, nhaurirano nhoroondo) uye inogadzirisa ruzivo urwu. Anenge ese emazuva ano maCRM anokwanisa kuita otomatiki akawanda emazuva ese mabasa, kuunganidza uye kuongorora manhamba, kupatsanura hwaro hwevatengi, kuronga zviito, nezvimwe.
Chii chinonzi CRM masisitimu mumashoko akareruka
CRM-system inomirira Customer Relationship Management, iro rakaturikirwa kubva kuChirungu rinoreva "customer relationship management". Asi otomatiki software haisi kungoverengera hukama hwevatengi, mashandiro ayo akawedzera. Sekutaura kwekufananidzira, CRM ndiyo inotenderera yesangano. Chekutanga pane zvese, iyo yakananga catalog yevakontrakta - vatengi, vatengesi uye vanobatana.
Izvo zvaunoda kuziva nezveCRM-masisitimu munzvimbo yekutanga
A universal CRM system haiwanzo. Sezvo mutemo, mamwe mapurogiramu anoita mamwe mabasa zviri nani pane mamwe. Zvichienderana nekugona kwayo, chero CRM system inowira mune imwe yeanotevera mapoka:
| Inoshanda CRM system | Inobatsira kuita zvezuva nezuva zvekambani maitiro uye otomatiki mabasa enguva dzose |
| Analytical CRM system | Inochengeta dhatabhesi ine ruzivo rwakadzama nezvevatengi uye bhizinesi maitiro |
| Collective CRM system | Inowedzera kushanda kwekudyidzana uye kutaurirana pakati pemadhipatimendi akasiyana ekambani |
Nenzira iyi, inoshanda CRM system ichave mhinduro yakanakisa kune avo vari kuita zvekutengesa nekushambadzira uye vanoda kuita otomatiki mafambiro ebasa vachishandisa software kuita zvemazuva ese mabasa.
Mukudzosa, analytical CRM inogadzirisa mafambiro ebasa asina hukama zvakananga nevatengi. Chinangwa chayo chikuru ndechekuongorora, kuvandudza kusimudzira uye kupa simba kwevashandi mukati mekambani.
Collective CRM system ine chinangwa chekuzadzisa zvinodiwa nevatengi kuburikidza nekudyidzana pakati pemadhipatimendi ese mukambani (tsigiro yehunyanzvi, dhipatimendi rekutengesa, dhipatimendi rekushambadzira). CRM yakadaro inokutendera iwe kugovera ruzivo, kutonga uye kugadzirisa rwendo rwevatengi.
Ko CRM system inoshanda sei?
CRM inobatsira kurongeka zvine hunyanzvi maitiro ebhizinesi - iri ndiro basa rayo guru. Kunze, sisitimu yakadai inofanana neyakajairwa Excel spreadsheet inochengeta base yevatengi. Iyo purogiramu inongoratidzira data sezvo vashandi vanoronga kudyidzana kwavo nevatengi. CRM inobvumira chero mushandi kutungamira mutengi, kunyangwe kana mumwe maneja akambotaura naye.
Mabasa echirongwa anogadziriswa maererano nekutungamira kwedhipatimendi rekutengesa - sarudzo huru yehurongwa ndeyekumira uye optimization yebasa remutungamiriri kuti ataure nevatengi.
Iyo CRM system inovhara ese madiki mabasa anoitwa nemaneja. Rondedzero yake yezvekuita inoita seizvi:
- Gadzira zvinyorwa uchishandisa matemplate
- Kugamuchirwa kwechikumbiro
- Kutumira meseji kune mutengi
- Chizvarwa chemabasa evatariri
- Gadzira online report
- Kuverenga mutengo webasa
- Transaction date tracking
Ndeapi mabhenefiti eCRM masisitimu
Kuunzwa kweCRM kunowedzera huwandu hwevatengi, kunowedzera kutendeuka uye kunotungamira mukuwedzera kwekutengesa kwekudzokorora. Zvakanakira software zvakawanda.
- Chekutanga, mushandisi-inoshamwaridzika interface kushanda nevatengi. Iyo CRM sisitimu inochengetedza mutengi, inounganidza nhoroondo yekudyidzana navo, inoongorora mwero wekuvimbika kwevatengi kukambani uye inogadzirisa maitiro ekutengeserana nevatengi. Nekuda kwekuita uku, chirongwa ichi chichabatsira kusarasikirwa nemutengi aratidza kufarira kambani.
- Kubatsira kwechipiri ndiko kugadzirwa kwemishumo yekuongorora mune online mode. Nerubatsiro rweCRM, unogona kudzora mafambiro uye basa revashandi vekambani. Iyo sisitimu zvakare inobvumidza iwe kuronga hurongwa hwebasa uye zororo revashandi, ongorora nhanho dzekutengesa funnel uye ubvise nzira dzisingabatsiri dzekushambadzira - yakakosha module ine chekuita neizvi, iyo inokutendera kuti utarise nzira yemutengi kubva pachikuva. yekupinda saiti kuti upedze kutenga.
- Imwe kukosha kwakakosha kwesoftware ndeye workflow automation. Nekuda kwebasa iri, mutoro kune mamaneja wakadzikiswa zvakanyanya uye zvikanganiso nekuda kwekusateerera kwevashandi zvinobviswa. Iyo sisitimu inorekodha zvese zviito mudhatabhesi uye inozivisa mamaneja ekambani nezve nekukurumidza mabasa (ita yakakosha kufona kana kutumira tsamba). CRM system maturusi zvakare inorerutsa kutonga kwegwaro kuburikidza nemukati matemplate uye zvinyorwa.
Izvo bhizinesi rinoda CRM masisitimu
A CRM system ichava mubatsiri akakosha kune ese mabhizinesi madiki uye makuru ekubata. Pane akakosha maficha ezvese chiitiko chinoda software. Chokutanga pane zvose, mukuru wekambani anofanira kufarira hukama hwenguva refu nevatengi, nekuwedzera kwekudzokorora uye kuwedzera kwekutengesa, uye zvakakosha kuti achengetedze nhoroondo yekubatana nevatengi, kunyora tsamba uye mafoni.
Zvakare, iyo software ichave yakakosha mune chero kambani mune iyo inoda otomatiki kutumira e-mail uye SMS mameseji. Semuenzaniso, iyi nzira yekudyidzana nevatengi inokodzera chero chitoro chepamhepo kana kunetiweki chiteshi chegesi chine vashanyi vayo venguva dzose. Kutenda kune otomatiki, iyo sisitimu ichakwanisa kukorokotedza vatengi pamazuva avo ekuzvarwa uye mamwe mazororo, kuvazivisa nezve kuenderera mberi kwekusimudzira uye kutumira zvakakosha.
CRM inoshandisawo hwaro hwevatengi kugadzira zvakajairwa zvinopihwa, sekupa mutero wega wega zvichienderana nekutenga kwapfuura kana kukurukura nezvesevhisi nyowani yakambokumbirwa nemutengi. Semuenzaniso, iyo software ichabatsira ese madiki madiki masitudhiyo uye makuru emitambo ma complex.
Kazhinji, chirongwa chakadaro chinobvumira chero maneja kuti agadzirise uye agadzirise mabasa, kudzora kuita zvinoenderana nenguva yakatarwa uye kutarisa mashandiro emushandi wega wega - uye zvese izvi zviri kure.
Zvinoita here kuita pasina CRM system?
Dzimwe nguva kuitwa kweCRM system kunogona kusaunza mabhenefiti anobatika uye kukanganisa kushanda kwakagadzikana kwemaitiro ebhizinesi akatosimbiswa. Dzimwe nguva mari yekushandisa uye kuchengetedza software yakadaro haina kurongeka uye haishande.
Semuenzaniso, software haizodiwi nebhizinesi rakadaro umo chete vatengi vakawanda uye vatengesi. Zvakare pasina CRM inogona kuita monopolists - pasina makwikwi, hapana chikonzero chekuvaka chigadziko chevatengi, nokuti yakatogadzikana. Kune nzvimbo dzebhizinesi umo kutengesa kunotariswa kupfuura uye random mutengi threadsemakofi emumugwagwa.
Asi makambani akawanda emazuva ano, kunyange kana asingafariri kukura kwevatengi vavo, vazhinji vanoda kuvandudza kushanda uye kuvimbika kwevatengi, kuvandudza kushamwaridzana pakati pemadhipatimendi, kutarisa zviratidzo zvinokosha paIndaneti - munyaya iyi, CRM system ichava yakanaka yakabatanidzwa mhinduro.
Ndeapi data anounganidza CRM masisitimu?
Chekutanga pane zvese, CRM masisitimu anounganidza data rako pachako -Iyo software inosanganisira ruzivo rwevatengi, demographic uye geographic data, uye ruzivo rwune chekuita nezvinangwa zvekambani kuburikidza nemibvunzo kana ongororo yevatengi. Zvakakosha kucherechedza kuti CRM system inzira iri nyore uye yakachengeteka yekuchengetedza data rako pachako - kana matanho ese akatorwa, mukana wekudonhedza data haubatanidzwe.
Mukuwedzera, software inounganidza data pane zvose Kutengesa. Kubva pane ruzivo rwekutengeserana, unogona kuona mari uye mari, pamwe nekukurumidza kubhadharwa kwevashandi uye kuti mutengi anokurumidza sei kuvabhadhara.
Uyewo CRM inounganidza kutaurirana data. Inoyera nguva yekupindura kwevatengi kune maemail, mafoni, uye mamwe mameseji, uyezve inoverenga nhamba yeanouya uye anobuda mameseji. Izvi zvichabatsira kutevedzera, uye mune ramangwana ongorora kuti ndeipi nzira yekudyidzana vatengi vanosarudza kakawanda. Saka, iwe unogona kuwana nzira yega kune wese munhu. Semuenzaniso, ma-introverts achasarudza email, kutaura uye kufara, nepo vanhu vakabatikana vachisarudza hurukuro dzefoni. Izvi zvinobvumira kambani kuita kuti kutaurirana kugadzikane, bhizinesi-kufanana uye kusashandura kuita spam inogumbura.
Mienzaniso yehukuru hweCRM masisitimu muNyika Yedu muna 2022
Nhasi kune nhamba huru yeCRM masisitimu, ese ane gore uye emunharaunda kuchengetedza. Iwo makuru eCRM masisitimu muNyika Yedu muna 2022 ndiwo anotevera zvirongwa:
| Bitrix24 | Huge mashandiro: kubva 1C kusvika CRM. Mitero mishanu, nzira dzekutengesa dzekubatsira kuburikidza nenhume dzepakarepo uye masocial network, tsigiro yemareji emari epamhepo uye chero mhando dzekubhadhara, kubatanidzwa neYandex Go (dhirivhari) uye warehouse accounting. Yakakwana kumabhizinesi epakati uye makuru. |
| mega plan | CRM ine nyore uye mushandisi-inoshamwaridzika interface. Zvirongwa zvina zvinoshanduka zvine muyedzo wemazuva gumi nemana. Basa guru rinosanganisira: kuronga, kutengesa kutengesa, kutaurirana pakati pevashandi (odhiyo / vhidhiyo), kubatanidzwa ne14C. Kune avo vanoshanda kuburikidza neWhatsApp, iyo sisitimu inongozadza iyo mutengi base nekugamuchira meseji kubva kunhamba itsva. CRM yakadaro inokodzera mabhizinesi madiki uye epakati. |
| amoCRM | CRM ine nyore uye intuitive interface, hapana mapeji ekuwedzera, kufamba kwese kunosanganisira mabhatani masere - hapana nguva inodiwa pakudzidziswa uye kugadzirisa. Iyo sisitimu yakagadziridzwa kuti ishandiswe pamapiritsi uye mafoni. Zvirongwa zvitatu - chimwe nechimwe chinosanganisira manejimendi ekutengesa, otomatiki yekutengesa funnel, APIs uye ekuwedzera. Iyo software yakakodzera kune madiki uye epakati mabhizinesi, kunyanya, ekutengesa kweB2B. |
| "RosBusinessSoft" CRM | Iyo CRM system inovhara nzvimbo dzese dzezviitwa zvekambani kubva pakatanga kuonana nemutengi kusvika pakutumira zvinhu. Iyo software inosanganisirawo module yekushambadzira. Inokubvumira kuronga uye kuongorora kushanda kwemashambadziro ekushambadzira, kutumira maemail uye SMS. Kune marudzi maviri emarezinesi ekusarudza kubva: rendi nekutenga. CRM yakagadzirirwa kushandiswa nemabhizinesi madiki uye epakati. |
| RetailCRM | CRM yakagadzirirwa zvitoro zvepamhepo. Kubatanidzwa neanozivikanwa masevhisi uye masevhisi (kune anopfuura 90+) rubatsiro mune izvi. Iyo software inopa yekumisikidza otomatiki yekutengesa funnel, analytics chikamu (izvo zvigadzirwa zviri nani uye zvakanyanya kutengeswa, zviratidzo zvekushanda). Iyo sisitimu inogona kugadzirwa yega yega kune bhizinesi rako, kana iwe unogona kushandisa yakagadzirira-yakagadzirwa mhinduro dzinounzwa pawebhusaiti yemusanganisi. RetailCRM inopa zvirongwa zviviri chete: zvemahara, zvine mashoma mashandiro, uye akabhadharwa. |
Nhanho-ne-nhanho mirairo yekushandisa CRM system
CRM-system inobatsira kugadzirisa matambudziko mazhinji ekambani: inogadzirisa mishumo uye inodzora basa revashandi. Usati waunza software yemazuva ano mubhizinesi rako, unofanirwa kugadzirira zvizere iyi nhanho nhanho:
1. Sarudza pane zvinangwa uye zvinangwa zvekambani
Nhanho yekutanga uye yakakosha ndeyekunzwisisa kuti ndezvipi zvinangwa uye zvinangwa izvo kambani inoteedzera - izvi zvichakubatsira iwe kusarudza inobatsira software. Semuyenzaniso, zvinangwa zvekambani zvinogona kunge zviri zvekumisikidza mutengi, kuwedzera shanduko yezvikumbiro zvekutengesa chigadzirwa, otomatiki mafambiro uye kuzivisa, kuvandudza dhairekitori rekutengesa, kuwedzera kudzokorora kutengesa, pamwe neyakajeka interface yekuongorora. mapurojekiti ekambani.
2. Verenga bhajeti yekutenga software ine rezinesi uye funga nezvezvinopihwa kubva kune CRM vatengesi
Tevere, iwe unofanirwa kuona hudiki uye hwakanyanya mutengo uye funga kupihwa kubva kune CRM vatengesi, zvichienderana nezvinodiwa nekambani. Semuenzaniso, kusarudza sarudzo dzinoenderana nebhajeti yako, unofanirwa kuziva iyo data yekuisa: mutengo wepamwedzi wekugadzirisa software, kana mutengo wekutenga rezinesi rakazara. Izvo zvinodiwawo kufunga nezve mutengo weiyo IT zvivakwa (maseva, mamwe software, makore matekinoroji).
3. Ongorora muenzaniso webhizimisi
Munguva yekuongorora maitiro, zvinodikanwa kuunganidza ruzivo rwese nezve bhizinesi maitiro uye kupatsanura muzvikamu zvinoda otomatiki pakutanga.
Pakangoitwa kuongororwa uye maitiro ebhizinesi achitsanangurwa, nyanzvi yekubatanidza kubva kukambani yekuvandudza inovaendesa kuCRM system.
4. Kusarudza nhamba yevashandisi
Mushure mekunge kuongororwa kwaitwa uye mupi wesoftware asarudzwa, zvinodikanwa kuti uone huwandu hwevashandisi vehurongwa - izvi zvinodiwa kuverenga marezinesi akatengwa uye kugadzirisa kuwana. Rondedzero yacho inogona kusanganisira vashandi venguva yakazara, vashandi vari kure, freelancers, mamaneja, uye matekiniki.
5. Kuiswa kweCRM system uye kubatanidzwa kwayo mumabhizinesi maitiro
Mushure mekubudirira kupedza matanho ese ekushandisa CRM system nekuimisa, inoramba ichidzidzisa vashandi vakakosha kushanda nesoftware uye kushandisa iyo yakapihwa mashandiro kusvika pakakwirira. Zvakakosha kucherechedza kuti vazhinji vanogadzira vane basa rekutsigira rinobatsira nenyaya dzakaoma.
Iko kukanganisa kukuru kana uchishandisa CRM system
- Chikanganiso chekutanga uye chikuru ndiko kushaikwa kwehurongwa mumabhizinesi maitiro. Kana kambani ikasagovera mabasa uye isingatsananguri mashandiro emushandi wega wega, saka kuiswa kweCRM system pachayo hakuzoponesi kambani kubva mumhirizhonga. Usati wachinja kuCRM, zvinodikanwa kumisikidza ese mabhizinesi maitiro musangano.
- Chikanganiso chikuru chechipiri ndeyekukanganisa kuvakwa kwekutengesa funnel (nzira yemutengi kubva pakupihwa kwekambani kusvika pakutenga) yekutengeserana. Semuenzaniso, kune matanho akawandisa ekutengeserana ayo mutengi asati agadzirira kuita kana kuti anodzokororwa nemazwi akasiyana. Iwe unofanirwa kuongorora yako yekutengesa funnel kuti uone kana paine redundancy mairi. Sezvo mutemo, makambani achangotanga kushandisa CRM anotambura neizvi.
- Kukanganisa kunotevera ndiko kusanzwisisa kwekukosha kweCRM system nevashandi mukambani. Izvo zvinodikanwa kuita misangano yakati wandei uye uudze vashandi izvo iwe pachako zvaunoda kuwana kubva mukuitwa kwehurongwa, izvo zvavachawana uye nemhedzisiro iyo kambani yese ichawana.
- Uye chinhu chekupedzisira chinogona kukanganisa basa ndechekuwedzera minda isingakoshi muCRM interface. Semuenzaniso, nhamba huru yeminda yakasikwa, iyo pakutanga inoita seinodiwa, inogona kukanganisa basa nesoftware. Mushandi ane chekuita nekuitwa kweCRM anofanirwa kugara achifunga zvinodiwa nevashandi vekambani uye matambudziko anomuka kuitira kuti vagadzirise sisitimu yacho vari voga, kana kutumira zvikumbiro zvekugadzirisa kune mugadziri kana musanganisi.
Mibvunzo nemhinduro dzakakurumbira
Vapepeti veKP vakakumbira kupindura mibvunzo inowanzoitika yevaverengi nezve CRM masisitimu Tatyana Gazizullina, Executive Director weCRM masisitimu anobatanidza MOSC.
Ndeapi maficha anofanirwa kuve neakanakisa CRM masisitimu?
• customizable tsika minda kuronga uye kuchengeta mutengi mashoko;
• kubatanidzwa (zvichida zvakadzika) neIP-telephony, kuitira kuti usapotsa mafoni uye teerera kune zvinyorwa zvekukurukurirana;
• kubatanidzwa nemafomu pawebhusaiti uye mapeji ekumhara kuti utore pakarepo vatungamiriri;
• kubatanidzwa nevatumwa pakarepo, chats uye chatbots kutaurirana nevatengi pandima yavo.
Pane dzimwe nzira dzeCRM masisitimu?
Ndeipi CRM sarudzo - gore kana yemunharaunda - yakavimbika?
Asi makore-akavakirwa maCRM akachengeteka chero bedzi iwe uchitevera yakapusa cybersecurity mitemo. Iwe pachako unogovera mazinga ekuwana kune vashandi, chengetedza shanduko yenguva dzose yepassword uye kuvimbika kwavo. Bonus - vashandi vanogona kushanda kubva chero kupi uye kupindura kune vatengi meseji nekufamba pakati pemisangano.