Izinhlelo zeCRM

Isistimu ye-CRM wuhlelo olugcina yonke idatha mayelana namakhasimende akhona nangase abe khona (amagama, abathintwayo, umlando wengxoxo) futhi liphathe lolu lwazi. Cishe wonke ama-CRM esimanje ayakwazi ukuzenzela imisebenzi eminingi yansuku zonke, ukuqoqa nokuhlaziya izibalo, ukuhlukanisa isisekelo samakhasimende, izenzo zokuhlela, njll.

Ziyini izinhlelo ze-CRM ngamagama alula

I-CRM-system imele Ukuphathwa Kobudlelwane Bekhasimende, okuhunyushwe kusuka esiNgisini kusho “ukuphathwa kobudlelwano nekhasimende”. Kodwa isofthiwe ezenzakalelayo ayigcini nje ngokubala ubudlelwano bamakhasimende, ukusebenza kwayo kubanzi kakhulu. Ngokomfanekiso, i-CRM iwuhlelo lokujikeleza kwegazi lwenhlangano. Okokuqala nje, ikhathalogi yosonkontileka - amakhasimende, abahlinzeki kanye nozakwethu.

Odinga ukukwazi mayelana CRM-amasistimu kwasekuqaleni

Isistimu ye-CRM yendawo yonke ayivamile. Njengomthetho, ezinye izinhlelo zenza eminye imisebenzi kangcono kunezinye. Ngokuya ngamakhono alo, noma yiluphi uhlelo lwe-CRM luwela kwesinye salezi zigaba ezilandelayo:

Ngale ndlela, uhlelo lokusebenza lwe-CRM kuzoba yisixazululo esihle kakhulu salabo abenza imisebenzi yokuthengisa nokumaketha futhi abafuna ukwenza ngokuzenzakalelayo ukuhamba komsebenzi besebenzisa isoftware ukwenza imisebenzi yansuku zonke. 

Esikhundleni salokho, I-CRM yokuhlaziya ilungiselela ukuhamba komsebenzi okungahlobene ngokuqondile nabathengi. Inhloso yayo enkulu ukuhlaziya, ukuthuthukisa intuthuko kanye nokufukula abasebenzi ngaphakathi enkampanini. 

Uhlelo oluhlangene lwe-CRM ihlose ukuhlangabezana nezidingo zamakhasimende ngokusebenzisa ukuxhumana phakathi kwayo yonke iminyango enkampanini (ukwesekwa kwezobuchwepheshe, umnyango wokuthengisa, umnyango wokumaketha). I-CRM enjalo ikuvumela ukuthi wabelane ngolwazi, ulawule futhi uthuthukise uhambo lwamakhasimende.

Lusebenza kanjani uhlelo lwe-CRM?

I-CRM isiza ukuhlela kahle izinqubo zebhizinisi - lona umsebenzi wayo oyinhloko. Ngaphandle, isistimu enjalo ifana nesipredishithi se-Excel esivamile esigcina isisekelo samakhasimende. Uhlelo lubonisa idatha ngokuzenzakalelayo njengoba abasebenzi behlela ukuxhumana kwabo namakhasimende. I-CRM ivumela noma yisiphi isisebenzi ukuthi sihole iklayenti, ngisho noma omunye umphathi ake waxhumana naye ngaphambilini.

Imisebenzi yohlelo ilungiswa ngokuhambisana nesiqondiso somnyango wezokuthengisa - inketho eyinhloko yesistimu ukumiswa kanye nokwenza kahle komsebenzi womlawuli ukuxhumana namakhasimende.

Uhlelo lwe-CRM luvala yonke imisebenzi emincane eyenziwa umlawuli. Uhlu lwakhe lokuzokwenziwa lubukeka kanje:

• Dala amadokhumenti usebenzisa izifanekiso
• Ukwamukelwa kwesicelo
• Ukuthumela umlayezo kuklayenti
• Isizukulwane semisebenzi yabaphathi
• Dala imibiko eku-inthanethi
• Ibala izindleko zezinsizakalo
• Ukulandelela idethi yokwenziwe

Yiziphi izinzuzo zezinhlelo ze-CRM

Ukwethulwa kwe-CRM kwandisa kakhulu inani lamakhasimende, kwandisa ukuguqulwa futhi kuholela ekwandeni kokuthengiswa okuphindaphindiwe. Izinzuzo zesofthiwe ziningi. 

• Okokuqala, isikhombimsebenzisi esisebenzayo ukusebenza namakhasimende. Uhlelo lwe-CRM lusindisa isisekelo samakhasimende, luqoqa umlando wokusebenzelana nabo, luhlaziya izinga lokwethembeka kwamakhasimende enkampanini futhi lwenza ngokuzenzakalelayo izinqubo zokuthengiselana namakhasimende. Ngenxa yalokhu kusebenza, uhlelo luzosiza ukungalahlekelwa iklayenti elibonise isithakazelo enkampanini.
• Inzuzo yesibili ukukhiqizwa kwemibiko yokuhlaziya kumodi ye-inthanethi. Ngosizo lwe-CRM, ungakwazi ukulawula ukuhamba komsebenzi kanye nomsebenzi wabasebenzi benkampani. Uhlelo futhi likuvumela ukuthi uhlele isimiso somsebenzi kanye neholide labasebenzi, uhlaziye izigaba zefenisha yokuthengisa futhi ulahle iziteshi zokukhangisa ezingasebenzi kahle - imodyuli ekhethekile inesibopho salokhu, esikuvumela ukuthi ulandelele indlela yeklayenti kusukela esiteji. yokungena kusayithi ukuze uqedele ukuthenga.
• Enye inzuzo ebalulekile yesoftware ukusebenza kwe-automation. Ngenxa yalo msebenzi, umthwalo kubaphathi wehliswa kakhulu futhi amaphutha ngenxa yokunganaki kwabasebenzi ayasuswa. Uhlelo lurekhoda zonke izenzo kusizindalwazi futhi lazise abaphathi benkampani ngemisebenzi ephuthumayo (shaya ucingo olubalulekile noma uthumele incwadi). Amathuluzi esistimu ye-CRM enza lula ukuphathwa kwedokhumenti ngezifanekiso zangaphakathi nemibhalo.

Yini ibhizinisi edinga izinhlelo ze-CRM

Uhlelo lwe-CRM luzoba umsizi obalulekile wawo womabili amabhizinisi amancane nezinkampani ezinkulu. Kunezici ezibalulekile zawo wonke umsebenzi odinga isoftware. Okokuqala, inhloko yenkampani kufanele ibe nesithakazelo ebuhlotsheni besikhathi eside namakhasimende, ngokunyuka kokuphindaphinda nokuthengisa okwengeziwe, futhi kubalulekile ukuba agcine umlando wokuxhumana namakhasimende, ukurekhoda izincwadi nezingcingo. 

Futhi, isoftware izodingeka kunoma iyiphi inkampani lapho kunesidingo sokudluliselwa okuzenzakalelayo kwe-imeyili nemiyalezo ye-SMS. Isibonelo, le ndlela yokuxhumana namakhasimende ifaneleka kunoma yisiphi isitolo se-inthanethi noma inethiwekhi yegalaji likaphethiloli enezivakashi zayo ezivamile. Ngenxa ye-automation, isistimu izokwazi ukuhalalisela amakhasimende ngezinsuku zabo zokuzalwa namanye amaholide, iwazise mayelana namaphromoshini aqhubekayo futhi ithumele izipesheli.

I-CRM futhi isebenzisa isisekelo samakhasimende ukuze idale okunikezwayo okwenziwe ngendlela oyifisayo, njengokuhlinzeka ngesaphulelo somuntu siqu ngokusekelwe ekuthengeni kwangaphambilini noma ukuxoxa ngesevisi entsha ikhasimende elake layicela. Isibonelo, isofthiwe izozuzisa kokubili izitudiyo zokufaneleka ezincane kanye nezakhiwo ezinkulu zezemidlalo. 

Ngokuvamile, uhlelo olunjalo luvumela noma yimuphi umphathi ukuthi asethe futhi alungise imisebenzi, alawule ukuqaliswa ngokuhambisana nomnqamulajuqu futhi aqaphe ukusebenza komsebenzi ngamunye - futhi konke lokhu ukude. 

Kungenzeka yini ukwenza ngaphandle kwesistimu ye-CRM?

Kwesinye isikhathi ukuqaliswa kohlelo lwe-CRM kungase kungalethi izinzuzo ezibonakalayo futhi kuphazamise ukusebenza okuzinzile kwezinqubo zebhizinisi esezisunguliwe. Ngezinye izikhathi izindleko zokusebenzisa nokugcina isofthiwe enjalo azithetheleleki futhi azisebenzi. 

Isibonelo, isofthiwe ngeke idingeke inkampani enjalo okuyo kuphela abathengi abaningi nabaphakeli. Futhi ngaphandle CRM angakwenza ama-monopolists - ngaphandle kokuncintisana, asikho isidingo sokwakha isisekelo samakhasimende, ngoba sesivele sizinzile. Kunezindawo zebhizinisi lapho ukuthengisa kugxile khona intambo yeklayenti edlulayo nengahleliwenjengamakhefi aseceleni komgwaqo.

Kodwa izinkampani eziningi zanamuhla, ngisho noma bengenasithakazelo ekukhuliseni isisekelo samakhasimende abo, abaningi bafuna ukuthuthukisa ukusebenza kahle nokwethembeka kwamakhasimende, ukuthuthukisa ukusebenzisana phakathi kweminyango, ukulandelela izinkomba ezibalulekile ku-intanethi - kulokhu, uhlelo lwe-CRM luzoba isisombululo esihle esihlanganisiwe.

Iyiphi idatha eqoqwa amasistimu e-CRM?

Okokuqala nje, amasistimu e-CRM ayaqoqa imininingwane yomuntu – Isofthiwe ihlanganisa imininingwane yokuxhumana yekhasimende, idatha yendawo kanye nezindawo, kanye nolwazi oluhlobene nezinjongo zenkampani ngohlu lwemibuzo noma izinhlolovo zabathengi. Kuyaphawuleka ukuthi uhlelo lwe-CRM luyindlela elula nevikelekile yokugcina idatha yomuntu siqu - uma zonke izinyathelo zokuphepha zithathwa , amathuba okuvuza kwedatha awabaliwe. 

Ngaphezu kwalokho, isofthiwe iqoqa idatha kukho konke ukuthengiselana. Kusukela kulwazi lokwenziwe, ungathola imali engenayo nezindleko, nokuthi izisebenzi zikhokhiswa ngokushesha kangakanani nokuthi iklayenti lizikhokha ngokushesha kangakanani.

Futhi i-CRM iyaqoqa idatha yokuxhumana. Ikala isikhathi sokuphendula kwamakhasimende kuma-imeyili, amakholi, neminye imilayezo, bese ibala inombolo yemilayezo engenayo nephumayo. Lokhu kuzosiza ukulandelela, futhi esikhathini esizayo uhlaziye ukuthi iyiphi indlela yokuxhumana amakhasimende akhetha kaningi. Ngakho, ungathola indlela yomuntu ngamunye kuwo wonke umuntu. Isibonelo, abangenisi bazokhetha i-imeyili, baxoxe futhi bajabule, kuyilapho abantu abamatasa bekhetha izingxoxo zocingo. Lokhu kuvumela inkampani ukuthi yenze ukuxhumana okunethezekile, okufana nebhizinisi futhi kungakwenzi kube ugaxekile ocasulayo.

Izibonelo zamasistimu amakhulu e-CRM Ezweni Lethu ngo-2022

Namuhla kunenombolo enkulu yezinhlelo ze-CRM, zombili ezinefu nesitoreji sendawo. Amasistimu amakhulu e-CRM Ezweni Lethu ngo-2022 yizinhlelo ezilandelayo:

Isinyathelo ngesinyathelo imiyalelo yokusebenzisa uhlelo lwe-CRM

I-CRM-system isiza ukuxazulula izinkinga eziningi zenkampani: izenzela imibiko futhi ilawule umsebenzi wabasebenzi. Ngaphambi kokwethula isofthiwe yesimanje ebhizinisini lakho, udinga ukulungiselela ngokugcwele lesi sinyathelo ngesinyathelo:

1. Nquma ngezinjongo nezinjongo zenkampani

Isinyathelo sokuqala nesibaluleke kakhulu ukuqonda ukuthi yiziphi izinjongo nezinhloso inkampani eziphishekelayo - lokhu kuzokusiza ukhethe isofthiwe ewusizo. Isibonelo, izinhloso zenkampani kungaba ukwenza kusebenze isisekelo samakhasimende, ukukhulisa ukuguqulwa kwezicelo zokuthengiswa komkhiqizo, ukwenza ngokuzenzakalela ukuhamba komsebenzi nokubika, ukuthuthukisa ifaneli yokuthengisa, ukwandisa ukuthengiswa okuphindayo, kanye nesixhumi esibonakalayo esikahle sokuhlaziya. amaphrojekthi enkampani.

2. Bala isabelomali sokuthenga isofthiwe enelayisensi futhi ucabangele okunikezwayo okuvela kubathengisi be-CRM 

Okulandelayo, udinga ukunquma ubuncane nezindleko eziphezulu futhi ucabangele okunikezwayo okuvela kubathengisi be-CRM, ngokuya ngezidingo zenkampani. Isibonelo, ukuze ukhethe izinketho ezifana nesabelomali sakho, udinga ukwazi idatha yokufaka: izindleko zokulungiswa kwesofthiwe yanyanga zonke, noma intengo yokuthenga ilayisensi ephelele. Kuyadingeka futhi ukubheka izindleko zengqalasizinda ye-IT (amaseva, isoftware eyengeziwe, ubuchwepheshe bamafu).

3. Hlola imodeli yebhizinisi

Phakathi nenqubo yokucwaningwa kwamabhuku, kuyadingeka ukuqoqa lonke ulwazi mayelana nezinqubo zebhizinisi futhi uzihlukanise ngezigaba ezidinga ukwenziwa ngokuzenzakalelayo kwasekuqaleni.

Ngokushesha nje lapho ukucwaninga sekwenziwe futhi nezinqubo zebhizinisi zichazwa, uchwepheshe wokuhlanganisa ovela enkampanini yonjiniyela uzowadlulisela ohlelweni lwe-CRM.

4. Ukunquma inani labasebenzisi

Ngemuva kokuthi ukuhlaziywa sekwenziwe futhi umhlinzeki wesofthiwe ekhethiwe, kuyadingeka ukunquma inani labasebenzisi bohlelo - lokhu kuyadingeka ukubala amalayisensi athengiwe futhi ulungiselele ukufinyelela. Uhlu lungabandakanya abasebenzi abasebenza ngokugcwele, abasebenzi abakude, abasebenza ngokuzimela, abaphathi, nochwepheshe.

5. Ukufakwa kohlelo lwe-CRM nokuhlanganiswa kwalo ezinqubweni zebhizinisi

Ngemuva kokuphothula ngempumelelo zonke izigaba zokuqalisa uhlelo lwe-CRM nokulufaka, kusasele ukuqeqesha abasebenzi ababalulekile ukuthi basebenze nesofthiwe futhi basebenzise ukusebenza okuhlinzekiwe kuze kube sezingeni eliphezulu. Kuyaphawuleka ukuthi abathuthukisi abaningi banesevisi yokusekela esiza ezindabeni eziyinkimbinkimbi.

Amaphutha amakhulu uma usebenzisa uhlelo lwe-CRM

1. Iphutha lokuqala neliyinhloko ukuntuleka kwenhlangano ezinqubweni zebhizinisi. Uma inkampani ingasabalalisi izibopho futhi ingachazi ukusebenza komsebenzi ngamunye, khona-ke ukwethulwa kwesistimu ye-CRM ngokwako ngeke kuyisindise inkampani ezinxushunxushwini. Ngaphambi kokushintshela ku-CRM, kuyadingeka ukusungula zonke izinqubo zebhizinisi enhlanganweni.
2. Iphutha lesibili eliyinhloko ifaneli yokuthengisa eyakhelwe ngokungalungile (indlela yeklayenti kusukela ekunikezelweni kwenkampani kuya ekuthengeni) kokuthengiselana. Isibonelo, kunezigaba eziningi kakhulu zomsebenzi iklayenti elingakalungeli ukudlula kuzo noma ziphindaphindwa ngamagama ahlukene. Udinga ukuhlaziya ifaneli yakho yokuthengisa ukuze uthole ukuthi akukho yini ukungadingeki kuyo. Njengomthetho, izinkampani ezisanda kuqala ukusebenzisa i-CRM zihlushwa yilokhu.
3. Iphutha elilandelayo wukungaqondi ukubaluleka kohlelo lwe-CRM ngabasebenzi enkampanini. Kuyadingeka ukubamba imihlangano eminingana futhi utshele abasebenzi ukuthi yini ofuna ukuyithola mathupha ekuqaliseni uhlelo, ukuthi yini abazoyithola kanye nemiphumela inkampani yonke ezoyithola.
4. Futhi into yokugcina engaphazamisa umsebenzi izinkambu ezengeziwe ezingadingekile ku-interface ye-CRM. Isibonelo, inombolo enkulu yezinkambu ezidaliwe, ezibonakala zidingeka ekuqaleni, zingaphazamisa umsebenzi nesofthiwe. Isisebenzi esibhekene nokuqaliswa kwe-CRM kufanele sihlale sicabangela izidingo zabasebenzi benkampani kanye nobunzima obuvelayo ukuze balungiselele uhlelo ngokwabo, noma bathumele izicelo zokumisa kumthuthukisi noma umdidiyeli.

Imibuzo nezimpendulo ezidumile

Abahleli be-KP bacele ukuphendula imibuzo evame kakhulu yabafundi mayelana nezinhlelo ze-CRM Tatyana Gazizullina, Umqondisi Omkhulu we-CRM ehlanganisa izinhlelo ze-MOSC.