How to conduct customer relationship management 2000-word paper

The following information is reproduced for reference

Main steps of customer relationship management

1. Establish a business plan

Before companies consider deploying a "customer relationship management (CRM)" solution, they must first determine the specific business goals to be achieved by using this new system, such as improving customer satisfaction, shortening the product sales cycle, and Increase the closing rate of contracts, etc. That is, companies should understand the value of this system.

2. Establish a CRM workforce

In order to successfully implement a CRM solution, managers must also consider the company's business as a whole and establish an effective workforce. Each department that intends to use this sales system solution needs to elect a representative to join this staff.

3. Evaluate sales and service processes

Before evaluating the feasibility of a CRM solution, users need to spend more time planning and analyzing their specific business processes in detail. To this end, it is necessary to solicit the opinions of employees extensively to understand their understanding and needs of the sales and service process; to ensure the participation of the company's top managers to establish the best solution.

4. Clarify the actual needs

After fully understanding the business operations of the company, it is necessary to determine the required functions from the perspective of sales and service personnel, and let the end users find out what is beneficial to them. The functionality you wish to use. As far as product sales are concerned, there are two major user groups in the enterprise: sales managers and sales personnel. Among them, sales managers are interested in market forecasting, sales channel management, and submission of sales reports; while salespeople hope to quickly generate accurate sales and sales recommendations, product catalogs, and customer information.

5. Choosing a Supplier

Make sure the supplier you choose has a solid understanding of the problems your business is trying to solve. Understand the functions its solution can provide and how to use its CRM solution. Ensure that each soft and hard facility submitted by the supplier has a detailed description.

6. Development and deployment

The design of a CRM solution requires the joint efforts of both the enterprise and the supplier. To make this happen quickly, companies should deploy those features that are most needed right now and then add new features to them over time. Priority should be given to the needs of the employees using the system, and the system should be tested against a specific user group. In addition, companies should also establish corresponding training plans for their CRM solutions.

Consideration factors

The total annual expenditures invested by small and medium-sized enterprises in CRM applications is not inferior to that of large enterprises. However, for most small and medium-sized enterprises, it is necessary to choose a cost-effective and functional one. The solution is not an easy task either.

If your small and medium-sized enterprise is evaluating a CRM application, it is recommended that before making purchasing decisions, it should be based on the company's size and business requirements, and consider the following six factors.

Requirements

Before you start comparing various CRM applications, you must first decide what functions and features you need in the software to help you solve your problems and achieve your goals.

Budget

Many small and medium-sized enterprises have limited budgets, so the focus when looking for solutions is to strike a balance between price and functionality.

Before you start contacting vendors, determine the budget range you can afford. Only those product manufacturers that can provide the functions your business needs and whose quotations are within your budget can be included in your candidate list. Don't be swayed by your sales representatives to choose a more advanced CRM application, which may lead to a significant overspending on your budget. In fact, your business may not be able to use many features.

3. Consider IT resources

How much pressure will implementing a CRM application put on your IT team? Do you have enough manpower to implement and maintain it? Do they have Appropriate skills, or sufficient training to support project implementation?

If the answer to the above questions is no, then an on-premise CRM application may not be suitable for your company. You can instead consider a hosted or on-demand CRM application to minimize the burden on your IT team.

Background

Does the manufacturer you choose have relevant experience working with your industry? Can they provide products specially designed for your industry? A company that understands your needs Vendors with industry backgrounds can help further structure your solutions and processes to maximize the value of CRM applications.