How to use CRM to analyze and track customers

1. Comprehensively integrate customers’ dynamic business information

Customer information is dynamic and multi-angle. In addition to basic static information and contact information, it also includes customer demand information, contact information, etc. History, transaction process, value information, etc.;

2. Integrate multiple communication channels to fully enjoy dynamic customer communication information

UFIDA TurboCRM integrates a variety of customer contact methods, Including: Web, E-mail, mobile phone text messages, PDA, telephone, fax, etc. Corresponding templates can be set to automatically complete batch customer communication, and at the same time, customer contact information can be automatically archived.

3. Panoramic perspective of customer relationship

Customer relationship diagram: Customers may be superior and subordinate units, or they may be related units in the industry chain or decision-making chain. The system can Automatically draw a customer relationship diagram, and all related units can be found through one unit, effectively helping enterprises to conduct related sales and related customer management;

Contact relationship diagram: According to the superior-subordinate relationship of the contact, Influence can draw a multi-dimensional contact relationship diagram, allowing enterprises to clearly understand the relationship and influence between customer contacts, which greatly facilitates business development;

Project decision tree: A customer may have multiple Projects are being launched at the same time, and the decision-making relationships of each project are different. The system can automatically draw a project decision tree based on the relationship between different project contacts, helping enterprises to promote projects more effectively.

4. Customer life cycle management

Customers are the core resources of the enterprise, and all the work of the enterprise is carried out around the advancement of the customer life cycle. For example, the marketing link mainly solves the acquisition of opportunity customers, the sales link is to promote opportunity customers to become contracted customers, and the service link is to turn contracted customers into end users while exploring new sales possibilities. Therefore, comprehensive customer life cycle management can be said to reinterpret the entire business process of an enterprise from the customer's perspective.

1. All-round value assessment

According to the famous Pareto distribution theory, 80% of a company's profits often come from 20% of its customers. Therefore, enterprises need to identify their own valuable customers, pay corresponding attention, and invest the company's limited resources on more valuable customers instead of evenly and generally investing them. The customer value assessment function of UFIDA TurboCRM can integrate more than 100 indicators from four aspects such as customer characteristics, transaction status, financial contribution, and contact status, such as: customer size, industry, transaction volume, profit contribution, service status and other indicators, comprehensively Assess the value of customers, help companies identify customer groups that are of greater value to the company, and provide quantitative decision-making support for companies to adopt targeted marketing service policies.

2. Value mining and improvement

Up selling: additional selling is an important method to improve customer profitability. It refers to selling related products to customers that complement, strengthen or upgrade a certain product.

Cross-selling: is another important method to improve customer profitability. Cross-selling is a marketing method that discovers multiple needs of customers and sells multiple related services or products to them. The most important thing about this method is to analyze the purchasing characteristics of the customer, and then recommend products and services that meet these characteristics, so as to develop the product market from a horizontal perspective.

Repeat sales: Each product has a life cycle, and each customer also has transaction patterns. Mastering these two aspects of data can actively promote product sales.

1. Comprehensive plan formulation and analysis

Multi-dimensional plan formulation: UFIDA TurboCRM supports the formulation of multi-dimensional sales plans from multiple dimensions such as customers, products, departments, employees, etc. Meet the requirements for personnel plan management of different business departments.

Dynamic plan execution comparative analysis: dynamically compare the completion of the sales plan according to the formulated plan at any time, changing the situation where management information lags behind financial information, and financial information lags behind business information.

2. Customer-centered sales process perspective management

Complete sales process control: UFIDA TurboCRM system provides sales opportunity setting, schedule arrangement, resource planning, execution control, and expense A full-process sales project management mechanism from management and team collaboration to project analysis and knowledge management. Make the sales promotion process more effective, the main lines of opportunities clearer, information traceable, and control more rigorous.

Efficient sales team collaboration: UFIDA TurboCRM can establish a virtual sales team for each sales opportunity, and team members can fully enjoy dynamic information during the promotion of sales projects through the system. The team leader can check all the information of the sales staff tracking process through the system, and can promptly detect when there are risks in the sales project; in addition, when the sales staff is transferred or resigns, it can ensure that the person taking over can fully understand the past contact process and the customer's Feedback to minimize the losses that may be caused by personnel changes.

Visual workflow guidance: Intuitive workflow diagrams are specially designed for users to provide prompts and guidance for sales staff's daily behaviors. At the same time, valuable sales process information can be transferred to the knowledge base to facilitate knowledge sharing within the sales team and help new employees quickly improve their sales capabilities.

3. Dynamic and quantitative sales forecast analysis

Ufida TurboCRM (Haiyu Yongchuang, IT outsourcing) sales funnel allows sales managers to know the status of sales projects at any time and can see through Monitor the progress of each project being tracked, effectively arrange and coordinate company resources, and increase the possibility of winning sales projects;

5. Seize service efficiency, cost, and quality to promote customer resales

In an increasingly competitive market environment, service has become an important means for enterprises to compete. Today, service management has gone beyond the understanding of traditional after-sales service, and the form and content of services have undergone tremendous changes:

From passive response services to more active services

From providing the same standard services to all customers to differentiated and personalized services

From pure after-sales service to gradually transforming into integrated sales and services

———— ——Beijing Haiyu Yongchuang Technology