Kwimeko yoshishino ehlala iguquguquka, ukuqonda kunye nokulawula ubudlelwane babathengi kubaluleke kakhulu. I-CRM, okanye i-Customer Relationship Management, imele phambili kulo mzamo, inika indlela ebanzi yokulawula kuphela kodwa nokuphucula intsebenziswano nabathengi. Eli nqaku lijonga undoqo weCRM, liphonononga amacandelo ayo aphambili, izibonelelo, kunye nokubaluleka kobuchule kwixesha lanamhlanje ledijithali. Ngokwaphula iikhonsepthi ezintsonkothileyo kwiingcaciso ezigaywayo, sijonge ukubonelela ngokuqonda okucacileyo kweCRM kunye nendima yayo ebalulekileyo ekukhuthazeni ukukhula kweshishini kunye nokwaneliseka kwabathengi.
Isiqulatho:
– Yintoni iCRM?
-Iimpawu eziphambili kwiinkqubo zeCRM
– Ukubaluleka kobuchule beCRM kushishino
– Indima yeCRM ekwanelisekeni kwabathengi kunye nokunyaniseka
-Iindlela ezizayo kwitekhnoloji yeCRM
Yintoni iCRM?
Ulawulo loBudlelwane boMthengi (CRM) sisicwangciso kunye nethekhnoloji esetyenziswa ngamashishini ukulawula nokuhlalutya ukusebenzisana kwabathengi kunye nedatha kulo lonke ixesha lokuphila kwabathengi. Injongo kukuphucula ubudlelwane bezoshishino kunye nabathengi, ukuncedisa ekugcineni abathengi, kunye nokuqhuba ukukhula kweentengiso. Iinkqubo zeCRM ziqokelela idatha ukusuka kuluhlu lwamajelo onxibelelwano ahlukeneyo, kubandakanya iwebhusayithi yenkampani, umnxeba, i-imeyile, ingxoxo ephilayo, izixhobo zokuthengisa, kunye nemidiya yoluntu. Ngokusebenzisa indlela yeCRM, amashishini afunda ngakumbi malunga nabaphulaphuli ekujoliswe kubo kunye nendlela yokuhlangabezana neemfuno zabo, ngaloo ndlela ephucula amava omthengi kunye nokukhusela umda wokukhuphisana kwimarike.
Iimpawu eziphambili zeenkqubo zeCRM
Inkqubo yeCRM eyomeleleyo inikezela ngentaphane yeempawu eziyilelwe ukulungelelanisa iinkqubo zolawulo lwabathengi. Okokuqala, ulawulo lwabafowunelwa luphawu olungundoqo, oluvumela amashishini ukuba ahlule abafowunelwa bawo ngokwamaqela onxibelelwano olufanelekileyo. Okwesibini, iinkqubo zeCRM zibonelela ngezixhobo zokulawula ukuthengisa ezinceda ekulandeleni imibhobho yokuthengisa, ukusebenzisana kwabathengi, kunye nemisebenzi yokuthengisa, ukuqinisekisa ukuba amaqela okuthengisa angasebenza ngokufanelekileyo nangempumelelo. Okokugqibela, i-automation yemisebenzi yemihla ngemihla yenye into ebalulekileyo. Oku kubandakanya iimpendulo ze-imeyile ezizenzekelayo okanye izilumkiso malunga nemisebenzi, enciphisa kakhulu ixesha elichithwe kwiingeniso zezandla kunye nokwandisa imveliso.
Ukubaluleka kobuchule beCRM kushishino
Ukubandakanya izicwangciso zeCRM kwimisebenzi yeshishini kunokuphucula ngokumangalisayo ukwenziwa kwezigqibo ezicwangcisiweyo. Idatha eqokelelwe kwiinkqubo zeCRM inikezela ngengqiqo exabisekileyo kwindlela yokuziphatha kwabathengi kunye neendlela, evumela amashishini ukuba alungelelanise izicwangciso zabo zentengiso ngokufanelekileyo. Le ndlela yokusetyenziswa kwedatha iqinisekisa ukuba izibonelelo zabiwa ngokufanelekileyo, ukwandisa i-ROI kwiiphulo zokuthengisa. Ngaphaya koko, iCRM iququzelela unxibelelwano olwandisiweyo kwiinkampani ngokwaphula iisilos phakathi kwamasebe. Oku kuqinisekisa ukuba onke amaqela alungelelaniswe neenjongo zenkampani kunye neemfuno zabathengi, ukukhuthaza imekobume yoshishino ebambeneyo negxile kubathengi.
Indima yeCRM ekwanelisekeni kwabathengi kunye nokunyaniseka
Eyona nto iphambili, iCRM imalunga nokwakha nokugcina ubudlelwane obuhle nabathengi. Isicwangciso seCRM esiphunyezwe kakuhle sinokomeleza kakhulu ukwaneliseka kwabathengi ngokuqinisekisa ukuba unxibelelwano nenkampani lugudileyo, lwenzelwe umntu, kwaye lusebenza kakuhle. Ngokomzekelo, iinkqubo zeCRM zinokubonelela amaqela eenkonzo zabathengi ngokufikelela ngokukhawuleza kwiimbali zabathengi, okubenza bakwazi ukubonelela ngezisombululo ezihambelana neemfuno zomntu ngamnye. Eli nqanaba lobuqu kunye nokumamela kunokuphucula kakhulu amava omthengi, okukhokelela ekwandeni kokuthembeka kunye nokuba nokwenzeka okuphezulu kokuphinda ishishini.
Iindlela ezizayo kwitekhnoloji yeCRM
Njengoko itekhnoloji iqhubeka nokuvela, ngokunjalo nembonakalo yomhlaba yeCRM. Enye yezona ndlela zibalulekileyo kukudibanisa ubukrelekrele bokwenziwa (AI) kunye nokufunda koomatshini kwiinkqubo zeCRM. Ezi teknoloji zinokuhlalutya inani elikhulu ledatha ngokukhawuleza nangokuchanekileyo kunanini na ngaphambili, ukunika amashishini ulwazi olunzulu malunga nokuziphatha kwabathengi kunye nezinto ezikhethwayo. Ukongeza, ukunyuka kwe-CRM yeselula kunye ne-CRM yentlalo ziindlela zokubukela. La maqonga ajongana nenani elandayo labathengi abasebenzisa izixhobo eziphathwayo kunye nemidiya yoluntu, enikezela ngamajelo amatsha apho amashishini anokufikelela kwaye abandakanyeke nabathengi bawo.
isiphelo
I-CRM ingaphezulu kweteknoloji; yindlela yobuchule yokulawula nokukhulisa unxibelelwano lwenkampani nabathengi bayo. Ngokusebenzisa amandla eCRM, amashishini anokonyusa ukwaneliseka kwabathengi, akhuthaze ukunyaniseka, kwaye aqhube ukukhula. Njengoko sijonge kwikamva, ukudityaniswa kobuchwepheshe obuphambili kwiinkqubo zeCRM kuthembisa amathuba amakhulu kumashishini okunxibelelana nabathengi bawo ngeendlela ezinentsingiselo. Ukuqonda kunye nokuphumeza iCRM kubalulekile kulo naliphi na ishishini elijonge ukuphumelela kwixesha ledijithali.
