Kwixesha ledijithali, apho yonke intengiselwano kunye nokusebenzisana kushiya unyawo lwedijithali, uLawulo loBudlelwane boMthengi (CRM) luye lwavela njengelitye lembombo kumashishini ajolise ekukhuliseni nasekusebenziseni obu budlelwane babathengi. Embindini wayo, iCRM ingaphezulu kwesoftware nje; sisicwangciso, ifilosofi, kunye nesixhobo esithi, xa sisetyenziswa kakuhle, siguqule indlela iinkampani ezisebenzisana ngayo nabathengi bazo. Eli nqaku lijolise ekudambiseni iCRM, iyahlulahlula ibe ziinxalenye zayo ezisisiseko kwaye ibonise ukuba kutheni ilutyalo-mali olubalulekileyo kumashishini akwimo yanamhlanje yokhuphiswano.
Isiqulatho:
– Yintoni iCRM?
– Ukubaluleka kweCRM kushishino lwangoku
-Iimpawu eziphambili kwiinkqubo zeCRM
-Indlela iCRM ibukhuthaza ngayo ubudlelwane nabathengi
-Ukukhetha iCRM efanelekileyo kwishishini lakho
Yintoni iCRM?
I-CRM imele i-Customer Relationship Management. Yitekhnoloji yokulawula lonke ubudlelwane benkampani yakho kunye nonxibelelwano kunye nabathengi bangoku nabanokubakho. Injongo ilula: Ukuphucula ubudlelwane boshishino. Inkqubo yeCRM inceda iinkampani zihlale ziqhagamshelwe kubathengi, zilungelelanise iinkqubo, kwaye ziphucule inzuzo.
Xa abantu bethetha ngeCRM, ngokuqhelekileyo babhekisela kwinkqubo yeCRM, isixhobo esinceda ngolawulo loqhagamshelwano, ulawulo lokuthengisa, ukuvelisa, kunye nokunye. ICRM yenza ukuba ishishini ligxile kubudlelwane bomntu ngamnye nabantu - nokuba ngaba abathengi, abasebenzisi benkonzo, oogxa, okanye ababoneleli.
I-CRM ayikho nje iteknoloji; sisicwangciso sokufunda ngakumbi malunga neemfuno zabathengi kunye nokuziphatha ukuphuhlisa ubudlelwane obuluqilima kunye nabo. Imalunga nokudala unxibelelwano lomntu kwilizwe elikhulayo ledijithali.
Ukubaluleka kweCRM kwishishini lanamhlanje
Kwimeko yanamhlanje yeshishini elikhawulezayo, ukugcina ubudlelwane obuluqilima babathengi kubaluleke kakhulu kunangaphambili. I-CRM idlala indima ebalulekileyo ekuphumezeni le njongo ngokubonelela ngembono ye-360-degree yomthengi, eyimfuneko ekunikezeni amava omntu.
Inkqubo yeCRM iqokelela intsebenziswano yabathengi kuwo onke amajelo kwindawo enye, ibonelela ngezimvo zoshishino kunye nokunceda ekwenzeni izigqibo. Yenza ukuba amashishini alawule ukulindela kwabathengi kunye nokwaneliseka ngokufanelekileyo, okukhokelela ekwandeni kokunyaniseka nokugcinwa, okuyizona zinto ziqhuba ukukhula kwengeniso.
Ngaphezu koko, iinkqubo zeCRM zinceda ekuchongeni amathuba okuthengisa, ukulawula imikhankaso yokuthengisa, kunye nokuvelisa ulwazi olusebenzayo olusuka kwidatha, luzenza zibe zizixhobo eziyimfuneko kumashishini ajonge ukuhlala phambili kwishishini lawo.
Iimpawu eziphambili zeenkqubo zeCRM
Iinkqubo zeCRM ziza zigcwele iimpawu ezilungiselelwe ukufezekisa iinkqubo zoshishino. Kwisiseko sazo, ezi nkqubo zibonelela ngolawulo loqhagamshelwano, ukulandelela intsebenziswano, kunye nokulawula ulwazi lwabathengi. Nangona kunjalo, ukusebenza kweenkqubo zeCRM kunabela ngaphaya kwezi ziseko.
Olunye uphawu oluphambili luzenzekelayo lwamandla okuthengisa, olunceda ekulawuleni inkqubo yokuthengisa, ukusuka kwisizukulwana esikhokelayo ukuya kwizivumelwano zokuvala, kunye nokuhlalutya idatha yokuthengisa. I-automation yokuthengisa yenye into ebalulekileyo, eyenza amaphulo okuthengisa ekujoliswe kuwo ngokusekelwe kwidatha yabathengi kunye nokuziphatha.
Ukongeza, iinkqubo zeCRM zibonelela ngenkonzo yabathengi kunye neempawu zenkxaso ezinceda amashishini asombulule imiba yabathengi ngokukhawuleza nangokufanelekileyo, ukuphucula ukwaneliseka kwabathengi kunye nokuthembeka. Ezi mpawu, zidityanisiwe, zenza iinkqubo zeCRM zibe sisixhobo esixabiseke kakhulu kumashishini ajolise ekuphuculeni isicwangciso solawulo lobudlelwane bomthengi.
I-CRM ibukhuthaza njani ubudlelwane nabathengi
I-CRM idlula ngaphaya kokuqokelelwa kwedatha kunye nohlalutyo; imalunga nokwakha nokukhulisa ubudlelwane nabathengi. Ngokubonelela ngembono ebanzi yomthengi ngamnye, iinkqubo zeCRM zenza intsebenziswano yomntu, eyona nto ingundoqo ekwakheni ukuthembela kunye nokunyaniseka.
Ukwenza umntu, okuququzelelwa yiCRM, kwenza abathengi bazive bexatyisiwe kwaye beqondwa, okukhokelela ekwanelisekeni kwabathengi. Ngaphaya koko, izixhobo zeCRM zivumela amashishini ukuba alindele iimfuno zabathengi kwaye azisombulule ngokuqhubekayo, ephucula amava abathengi.
I-CRM ikwadlala indima ebalulekileyo ekugcineni abathengi ngokwenza ukuba kubekho uthethathethwano rhoqo kunye nonxibelelwano. Ngonxibelelwano olusexesheni kunye nolufanelekileyo, amashishini anokugcina abathengi bawo benolwazi kwaye beqhagamshelwe, benciphisa kakhulu i-churn yabathengi.
Ukukhetha iCRM efanelekileyo kwishishini lakho
Ukukhetha inkqubo yeCRM echanekileyo ibalulekile ekusebenziseni amandla ayo apheleleyo. Ukhetho luxhomekeke kwizinto ezahlukeneyo, kubandakanya ubungakanani beshishini, ishishini, kunye neemfuno ezithile. Kubalulekile ukuqwalasela ubungakanani benkqubo, ukusebenziseka ngokulula, amandla okudibanisa, kunye nenkxaso yabathengi enikezelwa ngumnikezeli.
Amashishini kufuneka kwakhona avavanye iimpawu zeCRM, aqinisekise ukuba ziyahambelana neentengiso zabo, ukuthengisa, kunye nobuchule benkonzo yabathengi. Kuyacetyiswa ukuba ukhethe iCRM enika iinketho zokwenza ngokwezifiso, ivumela inkqubo ukuba ikhule kwaye iqhelane njengoko ishishini liguquka.
Ekugqibeleni, ukuqwalasela iindleko ezipheleleyo zobunini, kubandakanywa iindleko zokuphunyezwa kunye noqeqesho, kubalulekile ukuqinisekisa ukuba inkqubo yeCRM ekhethiweyo ihambisa ixabiso lemali kwaye ixhasa iinjongo zexesha elide zeshishini.
isiphelo
I-CRM ayisiyo itekhnoloji nje kodwa sisixhobo sobuchule esinokuguqula indlela amashishini asebenzisana ngayo nabathengi bawo. Ngokunikezela ngemibono enzulu malunga nokuziphatha kwabathengi, iinkqubo ezilungelelanisiweyo, kunye nokuvumela ukusebenzisana komntu, iinkqubo zeCRM zidlala indima ebalulekileyo ekwakheni nasekugcineni ubudlelwane obuluqilima babathengi. Ukukhetha inkqubo yeCRM eyiyo, elungiselelwe iimfuno ezithile zeshishini, ibalulekile ekuvuleni amandla apheleleyo olawulo lobudlelwane bomthengi.
