Esimeni esiguqukayo njalo sebhizinisi, ukuqonda nokuphatha ubudlelwano bamakhasimende kubaluleke kakhulu. I-CRM, noma i-Customer Relationship Management, imi phambili kulo mzamo, inikeza indlela ebanzi hhayi kuphela yokuphatha kodwa nokwenza ngcono ukusebenzisana namakhasimende. Le ndatshana icubungula ingqikithi ye-CRM, ihlola izingxenye zayo ezibalulekile, izinzuzo, nokubaluleka kwamasu enkathini yedijithali yanamuhla. Ngokuhlukanisa imiqondo eyinkimbinkimbi ibe izincazelo ezigayekayo, sihlose ukunikeza ukuqonda okucacile kwe-CRM kanye nendima yayo ebalulekile ekukhuthazeni ukukhula kwebhizinisi nokwaneliseka kwamakhasimende.
Okuqukethwe:
- Yini i-CRM?
- Izici ezibalulekile zezinhlelo ze-CRM
- Ukubaluleka kwamasu kwe-CRM ebhizinisini
– Iqhaza le-CRM ekwanelisekeni kwamakhasimende nokwethembeka
- Izitayela zesikhathi esizayo kubuchwepheshe be-CRM
Yini i-CRM?
Ukuphathwa Kobudlelwano Bekhasimende (CRM) isu nobuchwepheshe obusetshenziswa amabhizinisi ukuphatha nokuhlaziya ukusebenzisana kwamakhasimende nedatha kuwo wonke umjikelezo wempilo wamakhasimende. Umgomo uwukuthuthukisa ubudlelwano bebhizinisi namakhasimende, ukusiza ekugcineni amakhasimende, futhi kuqhubekisele phambili ukukhula kokuthengisa. Amasistimu e-CRM ahlanganisa idatha evela kuhlu lwamashaneli okuxhumana ahlukene, okuhlanganisa iwebhusayithi yenkampani, ucingo, i-imeyili, ingxoxo ebukhoma, izinto zokumaketha, kanye nenkundla yezokuxhumana. Ngokusebenzisa indlela ye-CRM, amabhizinisi afunda kabanzi mayelana nezithameli eziqondiswe kubo kanye nendlela yokuhlangabezana nezidingo zabo kangcono, ngaleyo ndlela athuthukise ulwazi lwamakhasimende futhi athole umkhawulo wokuncintisana emakethe.
Izici ezibalulekile zezinhlelo ze-CRM
Uhlelo oluqinile lwe-CRM lunikeza inqwaba yezici eziklanyelwe ukwenza lula izinqubo zokuphatha amakhasimende. Okokuqala, ukuphathwa koxhumana nabo kuyisici esibalulekile, esivumela amabhizinisi ukuthi ahlukanise abathintwayo bawo abe amaqembu ukuze axhumane kahle. Okwesibili, amasistimu e-CRM ahlinzeka ngamathuluzi okuphatha ukuthengisa asiza ekulandeleleni amapayipi okuthengisa, ukusebenzisana kwamakhasimende, nemisebenzi yokuthengisa, ukuqinisekisa ukuthi amaqembu okuthengisa angasebenza kahle nangempumelelo. Okokugcina, ukuzenzekelayo kwemisebenzi yansuku zonke kungesinye isici esibalulekile. Lokhu kuhlanganisa izimpendulo ze-imeyili ezizenzakalelayo noma izexwayiso mayelana nemisebenzi, okunciphisa kakhulu isikhathi esichithwa ekufakweni mathupha futhi kwandise umkhiqizo.
Ukubaluleka kwamasu kwe-CRM ebhizinisini
Ukufaka amasu e-CRM emisebenzini yebhizinisi kungathuthukisa ngokumangazayo ukwenza izinqumo kwamasu. Idatha eqoqwe ezinhlelweni ze-CRM inikezela ngemininingwane ebalulekile ekuziphatheni kwamakhasimende namathrendi, okuvumela amabhizinisi enze amasu awo wokumaketha afanele. Le ndlela eqhutshwa idatha iqinisekisa ukuthi izinsiza zabiwa ngendlela efanele, ikhulisa i-ROI emikhankasweni yokumaketha. Ngaphezu kwalokho, i-CRM yenza kube lula ukuxhumana okuthuthukisiwe ezinkampanini ngokudiliza izisele phakathi kweminyango. Lokhu kuqinisekisa ukuthi wonke amaqembu ahambisana nezinjongo zenkampani kanye nezidingo zamakhasimende, okukhuthaza isimo sebhizinisi esihlangene nesigxile kumakhasimende.
Iqhaza le-CRM ekwanelisekeni kwamakhasimende nokwethembeka
Emgogodleni wayo, i-CRM imayelana nokwakha nokugcina ubudlelwano obuhle namakhasimende. Isu le-CRM elisetshenziswe kahle lingathuthukisa kakhulu ukwaneliseka kwekhasimende ngokuqinisekisa ukuthi ukusebenzisana nenkampani kuhamba kahle, okomuntu siqu, futhi kusebenza kahle. Isibonelo, amasistimu e-CRM anganikeza amaqembu esevisi yamakhasimende ukufinyelela okusheshayo kumlando wamakhasimende, okuwenza akwazi ukunikeza izixazululo ezihambisana nezidingo zomuntu ngamunye. Leli zinga lokwenza kube ngokwakho kanye nokunaka kungathuthukisa kakhulu ukuzizwisa kwekhasimende, okuholela ekwenyukeni kokwethembeka kanye namathuba aphezulu okuphinda ibhizinisi.
Amathrendi wesikhathi esizayo kubuchwepheshe be-CRM
Njengoba ubuchwepheshe buqhubeka nokuvela, kanjalo nezwe le-CRM. Enye yamathrendi abaluleke kakhulu ukuhlanganiswa kobuhlakani bokwenziwa (AI) nokufunda komshini kumasistimu e-CRM. Lobu buchwepheshe bungahlaziya inani elikhulu ledatha ngokushesha nangokunembe kakhulu kunangaphambili, bunikeze amabhizinisi imininingwane ejulile ngokuziphatha kwamakhasimende nokuthandwayo. Ukwengeza, ukukhuphuka kwe-CRM yeselula kanye ne-CRM yezenhlalo kuyizitayela okufanele zibukwe. Lezi zinkundla zibhekelela inani elandayo labathengi abasebenzisa amadivaysi eselula kanye nenkundla yezokuxhumana, enikeza iziteshi ezintsha amabhizinisi angafinyelela ngazo futhi azibandakanye namakhasimende awo.
Isiphetho
I-CRM ingaphezu nje kobuchwepheshe; kuyindlela yamasu yokuphatha nokukhulisa ukusebenzisana kwenkampani namakhasimende ayo. Ngokusebenzisa amandla e-CRM, amabhizinisi angathuthukisa ukwaneliseka kwamakhasimende, akhuthaze ukwethembeka, futhi aqhubekise ukukhula. Njengoba sibheke esikhathini esizayo, ukuhlanganiswa kobuchwepheshe obuthuthukisiwe ezinhlelweni ze-CRM kuthembisa amathuba amakhulu nakakhulu ukuthi amabhizinisi axhumane namakhasimende awo ngezindlela eziphusile. Ukuqonda nokusebenzisa i-CRM kubalulekile kunoma yiliphi ibhizinisi elihlose ukuchuma esikhathini sedijithali.
