5 Izinzuzo Eziyinhloko Uhlelo Lwe-CRM Luletha Ibhizinisi Lakho

Izinhlelo zokuphatha ubudlelwano bekhasimende (CRM) seziphenduke amathuluzi abalulekile asetshenziswa amabhizinisi abo bonke osayizi ukuqinisa ukugcinwa kwamakhasimende nokukhulisa umkhiqizo. 

Imibiko iyakhombisa ukuthi imakethe ye-software ye-CRM iphakathi kwezimboni ezikhula ngokushesha, futhi kulindeleke ukuthi ikhule ngezinga lokukhula elihlanganisiwe lonyaka (CAGR) lika-13.3% kusukela ngo-2022 kuya ku-2030. Isidingo sabathengi senkonzo engcono yamakhasimende, ulwazi lwamakhasimende acebile, nokuzibandakanya okuzenzakalelayo kuqhuba lokhu kukhula. 

Lesi sihloko sizohlola ukuthi kuyini ukuphathwa kobudlelwano bekhasimende futhi sinikeze imininingwane enemininingwane yokuthi amasistimu e-CRM angawazuzisa kanjani amabhizinisi. Izogqamisa ukuthi ukwenza ubudlelwano bamakhasimende kube yinto ehamba phambili yebhizinisi kuzosebenza kanjani ukuqinisekisa impumelelo yebhizinisi ngokuhamba kwesikhathi.

Okuqukethwe
Iyini i-CRM futhi yiziphi izinhlelo ze-CRM?
Izindlela ezi-5 ze-CRM ezingazuzisa ibhizinisi lakho
Ama-CRM anconyelwe amabhizinisi amancane
Amathiphu okukhetha i-CRM elungile yebhizinisi lakho
Yenza ubudlelwano bamakhasimende bube yinto ehamba phambili yebhizinisi

Iyini i-CRM futhi yiziphi izinhlelo ze-CRM?

I-CRM isifinyezo se-“Customer Relationship Management” futhi imele inqubo yamabhizinisi aphethe ubudlelwano bawo namakhasimende afuna ukuvela namanje. Umgomo we-CRM uwukuhlakulela ubudlelwano besikhathi eside namakhasimende, ukuwaqonda kangcono, nokwandisa izinqubo zokuthengisa nezokuthengisa kanye nokusebenza.

Amasistimu e-CRM amele amathuluzi, ubuchwepheshe, nezixazululo ezisetshenziswa amabhizinisi, ngokuvamile ngendlela yesofthiwe eku-inthanethi, ukuhlela, ukulandelela, nokuphatha ukusebenzisana kwamakhasimende kanye nezindawo zokuthinta endaweni eyodwa. Lokhu kwenziwa ngenhloso yokuqondisa amathemba ngokuthengisa noma ukuthenga amafaneli kanye nokuqinisa inhlangano yesevisi yamakhasimende yebhizinisi yonke indawo.

Ngokusebenzisa amasistimu e-CRM, amabhizinisi angagcina futhi alandelele uhla lwedatha yekhasimende namamethrikhi ngokuziphatha komsebenzisi, ukusebenzelana kwezokuthengisa, izikhathi zokuzibandakanya, namarekhodi okuthenga. Idatha ingatholwa ngewebhusayithi esemthethweni yebhizinisi, ama-akhawunti alo ezinkundla zokuxhumana, kanye nemikhankaso yokumaketha yedijithali.

Amabhizinisi angakhetha kulezi zinhlobo ezintathu ezilandelayo zamasistimu e-CRM:

1. Amasistimu e-CRM asebenzisanayo: Lezi zinhlobo zezinhlelo ze-CRM zisebenzela ukudiliza ama-silos ngaphakathi kwebhizinisi ngokuxhuma nokwabelana ngolwazi ngesikhathi sangempela neminyango neziteshi ezahlukahlukene enhlanganweni. Basiza wonke amaqembu ekufinyeleleni idatha yamakhasimende yakamuva.  

2. Amasistimu e-CRM asebenzayo: Lezi zinhlelo zisiza ukwenza lula izinqubo zebhizinisi ezihlobene nobudlelwano bamakhasimende. Ziza namathuluzi asiza amaqembu ukubona ngeso lengqondo futhi asingathe uhambo olugcwele lwekhasimende ngempumelelo kakhudlwana, ngisho noma kufakwe inombolo ephezulu yamaphoyinti okuthinta.

3. Amasistimu okuhlaziya e-CRM: Lezi zinhlobo zamasistimu zisiza amabhizinisi ukuthi ahlaziye idatha yamakhasimende awo ukuze athole imininingwane ebalulekile. I-CRM yenza abasebenzisi bakwazi ukubona amathrendi ekuziphatheni kwamakhasimende ukuze bathuthukise izinqubo zokuthengisa.

Izindlela ezi-5 ze-CRM ezingazuzisa ibhizinisi lakho

1. Ukuthuthukisa isevisi yamakhasimende

Amasistimu e-CRM anemisebenzi eminingana esebenza ukuphatha abathintwayo bebhizinisi ngenkathi iqoqa ulwazi olubalulekile mayelana namakhasimende, okuhlanganisa izibalo zabantu, ukusebenzisana kwangaphambilini eziteshini eziningi, kanye namarekhodi okuthenga. 

Lonke lolu lwazi luhlelwe kusizindalwazi esimaphakathi esiza abamele abathengisi nabasebenzi benkonzo yamakhasimende enhlanganweni yonkana ukuthi bafinyelele idatha lapho kudingeka. Amaqembu esevisi yamakhasimende bazoba nalokho abadinga ukukwazi ngamakhasimende ezandleni zabo, futhi lokhu kubasiza ukuthi banikeze ukuzizwisa okungcono kwamakhasimende.

Lokhu kungaba inzuzo ebalulekile yokuncintisana njengoba amakhasimende ezojabulela ukuzizwisa komuntu siqu lapho abamele umkhiqizo bazi amagama abo, umlando nebhizinisi, futhi ngezinye izikhathi ngisho nezinsuku zokuzalwa. Lawa maphrofayili ekhasimende asiza ibhizinisi ukwenza izinsiza ezifanela ikhasimende, futhi lokhu kungathuthukisa ukwaneliseka kwamakhasimende.

2. Ukwandisa ukuthengisa

Amathuluzi e-CRM asiza ukwenza lula izinqubo zokuthengisa zebhizinisi. Ngenxa yesizindalwazi esimaphakathi, amaqembu athengisa angakwazi ukufinyelela idatha yokuthengisa endaweni emaphakathi. Amasistimu e-CRM anikezela ngamamethrikhi okuthengisa abalulekile njengevelu yesikhathi sempilo yekhasimende, ubude bomjikelezo wokuthengisa, izindleko zokutholwa kwamakhasimende, kanye nembuyiselo yomkhankaso wokumaketha kutshalomali (ROI).

Baphinde bahlinzeke ngamamethrikhi mayelana nezilinganiso zokuchofoza, ulwazi lwezibalo zabantu, kanye namazinga akhuphukayo, okuvumela amabhizinisi ukuthi ahlole impumelelo yemikhankaso yokumaketha futhi ayilungiselele ngokufanele ukuze aguquleke kakhulu. 

CRM ezisekelweni ezifana I-Zoho bathi ngokusebenzisa amasistimu abo, amabhizinisi angakwazi ukubona ukuthuthuka okungama-300% kumazinga okuguqulwa komthofu, ukukhuphuka okungama-27% kokugcinwa kwamakhasimende, kanye nokufinyezwa kwemijikelezo yokuthengisa ngo-24%. 

Uma kukhulunywa ngokusebenza ngempumelelo kwezinhlelo ze-CRM ekuqhubekiseni ukuthengisa, inhlolovo yango-2021 eyenziwe yi-HubSpot. wabonisa lokho Ama-61% amabhizinisi asebenza ngokudlulele ahlolwa abike ukuthi asebenzisa ama-CRM njengendlela yokwenza ngokuzenzakalela okungenani ingxenye yezinqubo zawo zokuthengisa, uma kuqhathaniswa no-46% walawo angasebenzi kahle.

Ngenxa yokuthi ama-CRM angakwazi ukulandelela umsebenzi wamathemba akho, asiza abamele abathengisi ukuthi banqume ukuthi bangawalandela nini amathuba, bandise amathuba okuguqulwa ngokukhuliswa komthofu okuphumelelayo. Yonke le misebenzi ibalulekile ekusizeni amabhizinisi ukuthi akhulise ukuthengisa kwawo kanye nokukhiqiza okuphelele kwezinqubo zawo zokuthengisa. 

3. Ukuqinisa ukugcinwa kwamakhasimende

Kuyinto eyodwa ukuguqula imikhondo ibe amakhasimende, kodwa ukugcina lawa makhasimende ngokuhamba kwesikhathi yikho okukhuthaza inzuzo yesikhathi eside yebhizinisi. Izifundo zibonisa ukuthi amabhizinisi akwaziyo ukwenza okungenani anyuke ngo-5% ekugcinweni kwamakhasimende awo angaba namandla okwenza inzuzo ngo-25–95%. 

Amasistimu e-CRM ahlinzeka ngamathuluzi awusizo njengokuthenga amathikithi okuzenzakalelayo, ukulandelela ukuziphatha komsebenzisi, ukuhlaziya imizwelo yekhasimende, kanye nokuzenzakalela kokusekelwa kwamakhasimende. Lawa mathuluzi asiza amabhizinisi anqume izinkinga amakhasimende anazo futhi aphendule kuzo ngokushesha.

Imisebenzi ezenzakalelayo amasistimu e-CRM afika nayo ivumela abasebenzi ababhekene namakhasimende ukuthi bahlale bephezulu ekusebenzisaneni kwabo namakhasimende. Ngokuhlinzeka ngezici ezifana nezikhumbuzi ezizenzakalelayo, abasebenzi bangakhunjuzwa ukuthi bathumele ama-imeyili okulandelela futhi bafinyelele amakhasimende angaphambilini angakaze athintwe isikhathi eside. 

Imikhankaso yokumaketha nge-imeyili, imilayezo yokubonga, nemilayezo ekhethekile yosuku lokuzalwa nayo ingathunyelwa. Konke lokhu kusebenzela ukusekela intshisekelo yamakhasimende nokugcina ubuqotho bawo ebhizinisini lakho. 

4. Ukunika amandla ukuhlukaniswa kwamakhasimende okungcono

Amasistimu amaningi e-CRM avumela amabhizinisi ukuthi enze amadeshibhodi awasiza ukuthi ahlele amakhasimende awo ngokusekelwe ezicini ezithile noma izibalo zabantu, futhi amasistimu athuthuke kakhulu angakwazi ngisho nokuzenzela ukufaneleka kokuhola.

Lokhu kuyasiza njengoba amasegimenti ekhasimende angasebenza njengohlu loxhumana nabo oluvumela ukuxhumana nekhasimende lomkhiqizo olusheshayo futhi olusebenza kahle, noma lungavumela ukukhomba izethameli ezithile emikhankasweni yokumaketha eyahlukene. Ukuhlukaniswa okuningiliziwe kanye nokukhomba okungenzeka kuvumela amabhizinisi ukuthi akhulise i-ROI yawo ngokukhomba amathuba athile anamathuba aphezulu okuguqulwa.

5. Ukukhiqiza imibiko yokuthengisa nokwenza isibikezelo sokuthengisa sikwazi

Enye yezinzuzo ezinkulu kakhulu ezinikezwa ama-CRM imibiko yokuthengisa ezenzakalelayo evumela amabhizinisi ukuthi enze izinqumo eziqhutshwa idatha. Amasistimu e-CRM ngokuvamile azoba namadeshibhodi okuthengisa anikeza izici zokubika ngokusekelwe kudatha yokuthengisa eqoqwe ngokuhamba kwesikhathi.

Ezingeni lamalungu eqembu, abasebenzi bangahlola ukusebenza kwabo kokuthengisa futhi balandelele inqubekelaphambili yabo ngokumelene nezabelo zokuthengisa. Ezingeni lokuphatha, abaphathi bezokuthengisa bangabuyekeza inani lamadili avaliwe kanye nemali engenayo etholiwe. 

Idatha ebuyisiwe, kanye nemibiko yokuthengisa ekhiqizwa nyanga zonke noma ngekota, isiza amabhizinisi ukuthi ahlaziye ukusebenza kwawo kwangaphambilini, ahlonze amathrendi ayinhloko, futhi enze izinhlelo zamaqhinga zomjikelezo wokuthengisa wesikhathi esizayo ngokusekelwe ekuqageleni okunolwazi lwedatha.

Ama-CRM anconyelwe amabhizinisi amancane

1. I-Salesforce: I-CRM ehamba phambili embonini, ehamba phambili emaqenjini okuthengisa aqhutshwa idatha
2. I-Zoho-CRM: I-CRM engcono kakhulu yokuqala
3. I-Zendesk Sell: I-CRM engcono kakhulu yokusekelwa kwamakhasimende
4. I-Insightly: I-CRM engcono kakhulu yokuphatha iphrojekthi
5. Ukuthengisa okusha: I-CRM engcono kakhulu yokuphatha okuholayo
6. I-Pipeddrive: I-CRM yokuthengisa evumelana nezimo futhi engabizi, engcono kakhulu yokwenza lula

Amathiphu okukhetha i-CRM elungile yebhizinisi lakho

1. Nquma ukuthi yini oyidingayo ukuthi isoftware iyenze
2. Thola uhlelo okulula ukulusebenzisa nokulukhipha
3. Thola isixazululo esingaka
4. Khetha isistimu enokufinyelela okulula kweselula
5. Zilungiselele ohlelweni olunombiko wekhwalithi enhle

Yenza ubudlelwano bamakhasimende bube yinto ehamba phambili yebhizinisi

Ukubeka phambili ukutshalwa kobudlelwane obuqinile, besikhathi eside namakhasimende akho kubaluleke njengokubeka phambili ukutholwa kwamakhasimende. Amasistimu e-CRM angamathuluzi okuphatha asebenzayo, aphakathi nendawo, futhi anothile ngedatha enza kube lula kumabhizinisi ukubeka phambili ukwakha ubudlelwano obuhle bamakhasimende.

Uhlelo lwe-CRM luzosiza ukukhulisa ukukhiqiza kwabamele ukuthengisa ngokubavumela ukuthi bakhulise imikhondo ngempumelelo futhi bavale amadili amaningi. Kuzosiza futhi ukuletha imiphumela engcono yemikhankaso yokumaketha ngokuhlukaniswa kwekhasimende okuqondile nokuqondiswe kuyo. Ngokuhamba kwesikhathi, konke lokhu kuzosebenza ekubeni nomthelela omuhle emqondweni webhizinisi lakho.