What functions does the CRM system include?

Please write the following in the WORD document.

1. What is CRM?

Crm system

Crm (Customer Relationship Management) is customer relationship management. Literally, it means that enterprises use CRM to manage the relationship with customers. CRM is a business strategy to select and manage valuable customers and their relationships. CRM needs a customer-centered business philosophy and corporate culture to support effective marketing, sales and service processes. CRM is a method and process to acquire, maintain and increase profitable customers. CRM is not only a brand-new, internationally leading, customer-centered enterprise management theory, business philosophy and business operation mode, but also a concrete software and implementation method to effectively improve enterprise income, customer satisfaction and employee productivity by means of information technology.

2. What is the purpose of 2.CRM?

The system completes the full enjoyment and standardized management of customer basic information, contact information, communication information and customer service information; Hope to improve the development ability of new customers by tracking and recording sales opportunities and customer development process; It is hoped that the system will give an early warning when customers are about to lose, so that sales staff can take timely measures to reduce losses. And hope that the system will provide relevant reports so that the company's top management can know the company's customers in time.

3. How many tables does 3.CRM have? Details of the table (just fill in the table structure. Xls of CRM database)

4. What modules does 4.CRM have?

This system is divided into six modules: marketing management, customer management, service management, statistical reports, basic data and authority management.

5. What is the relationship between tables?

Permission management:

In the management information, the manager information table (sys_user) refers to the foreign key (usr_ role_id) of the permission table (sys_role) (one-to-one relationship).

The authority table (sys_role) is connected with the authority table (sys_right) through the intermediate table (sys_role_right).

(many to many relationship)

Marketing management:

The customer plan table (sal_plan) in the customer plan refers to the foreign key (pla_chc_id) of the sales opportunity table (sal_chance) (one-to-many relationship).

Customer management:

Customer information takes the customer information table (cst_customer) as the core, and is referenced by the following tables respectively:

Allocation table (cst_service) foreign key (svr_cust_no) (one-to-one relationship),

Contact table (cst_linkman) foreign key (svr_cust_no) (one-to-many relationship),

History table (cst_activity) foreign key (svr_cust_no) (one-to-many relationship),

Customer churn table (cst_lost) foreign key (svr_cust_no) (one-to-one relationship)

Sales system data:

In the customer history

The foreign key (ord_prod_id) of the historical order table (orders_line) refers to the commodity table (product).

(One-to-many relationship)

The foreign key (order ID) of the historical order table (ORDS row) points to the order record (ORDS).

(One-to-many relationship)

The foreign key (stk_ prod_id) of the storage table refers to the product table.

(One-to-one relationship)

6. Which tables correspond to each module?

Marketing management: marketing opportunities table (sal_chance) and marketing plan table (sal_plan).

Customer management: cst_customer (customer information table), cst_linkman (contact table), cst_activity (communication record table) and cst_lost (customer loss table).

Service management: cst_service (customer service table)

Statistical report:

Basic data: bas_dict (data dictionary table)

Authority management: system user table: sys_user, system role table: sys_role, authority table: sys_right, and role authority table: sys_role_right.

7. What is the function of each module?

Marketing management: including the management of sales opportunities and the management of customer development process.

Sales opportunity management

Sales supervisor and account manager record customer information and sales opportunities.

The sales supervisor assigns the customer's sales opportunities to the corresponding account managers.

Customer development plan

Every customer manager who takes over makes a corresponding plan for every customer who has sales opportunities, and the best implementation effect can be obtained when the plan is implemented.

Customer management: customer information management and customer churn management.

I. Customer Information Management

Customer historical order record management

Customer historical communication record management

Customer contact record management

Customer churn management

1. Carry out a series of measures for customers hovering on the edge of loss.

Service management: service creation, service distribution, service processing, service feedback and service archiving.

Service innovation

1. The account manager will create the service according to the customer's opinions.

Service allocation

1. According to different customer service needs, the sales supervisor assigns appropriate account managers to meet customers.

Service processing

The person in charge carries out different treatment methods according to different customer services.

Service feedback

After handling customer service, give feedback according to customer satisfaction.

Electronic service archiving

Statistical reports: customer contribution analysis, customer composition analysis, customer service analysis, customer loss analysis.

Customer contribution analysis

1. Mainly analyzes the customer's consumption of our company.

Customer composition analysis

1. Mainly analyzes the number of customers of different grades.

Customer service analysis

This paper mainly analyzes the statistics of the same service times in customer service.

Service loss analysis

This paper mainly analyzes the reasons for customer churn.

Basic data: data dictionary management, product information query and inventory query.

Permission management:

System administrator:

Manage system users, roles and permissions to ensure the normal operation of the system.

Sales supervisor:

Assign customer service.

Create sales opportunities.

Assign sales opportunities.

Develop customer development plans for specific sales opportunities.

Analyze customer contribution, customer composition, customer service composition and customer churn data, and submit customer management reports regularly.

Account manager:

Maintain responsible customer information.

Accept customer service requests and create customer service in the system.

Handle the customer service assigned to you.

Give feedback on the services handled.

Create sales opportunities.

Develop customer development plans for specific sales opportunities.

Implement the customer development plan.

Take "slow loss" or "fixed loss" measures for customers whose responsibilities are lost.

8. What is the overall business process of the project?

Sales executives and account managers have the opportunity to create sales performance.

9. How many roles are there?

System administrator:

Sales supervisor:

Account manager:

Executives:

10. What modules can each role operate?

System administrator:

Manage system users, roles and permissions to ensure the normal operation of the system.

Sales supervisor:

Assign customer service.

Create sales opportunities.

Assign sales opportunities.

Develop customer development plans for specific sales opportunities.

Analyze customer contribution, customer composition, customer service composition and customer churn data, and submit customer management reports regularly.

Account manager:

Maintain responsible customer information.

Accept customer service requests and create customer service in the system.

Handle the customer service assigned to you.

Give feedback on the services handled.

Create sales opportunities.

Develop customer development plans for specific sales opportunities.

Implement the customer development plan.

Take "slow loss" or "fixed loss" measures for customers whose responsibilities are lost.

Executives:

Review customer contribution data, customer composition data, customer service composition data and customer churn data.