Njengomnikazi webhizinisi, kungenzeka ukuthi uzwile amagama e-CRM ne-CEM eshiwo kakhulu. Uma ubheka phezulu, zibonakala zifana futhi zinento yokwenza nekhasimende lakho, akunjalo?
Kodwa yimba ujule, futhi uzothola ukuthi nakuba ukuphathwa kobudlelwane bekhasimende kanye nokuphathwa kokuhlangenwe nakho kwamakhasimende kuhlobene, kuhluke kakhulu. Ukuqonda umehluko phakathi kwale miqondo emibili kuyisihluthulelo sokwakha ubudlelwano obuhlala njalo kanye nokuhlinzeka ngolwazi oluhle olugcina amakhasimende ebuya.
Kulesi sihloko, sizokwephula i-CRM ne-CEM ngendlela eqondile ukuze ukwazi ukuthola ukuthi iyiphi indlela elungele ibhizinisi lakho.
Okuqukethwe
I-CRM & CEM: Uyini umehluko?
Iyini isoftware ye-CEM ne-CRM?
Izinjongo ze-CRM vs. CEM
Imisebenzi ye-CRM ne-CEM
Izinzuzo ze-CEM vs. CRM
Izindlela ezingcono kakhulu ze-CEM
Izindlela ezihamba phambili ze-CRM
Izindlela i-CRM ne-CEM zisebenza ndawonye
Isiphetho
I-CRM & CEM: Uyini umehluko?
Ukuphathwa kobuhlobo beKhasimende
Ukuphathwa kobuhlobo beKhasimende kuhilela indlela ophatha ngayo ubudlelwano bakho namakhasimende akho, kusukela ekuhlanganyeleni kokuqala kuya ekugcineni ubudlelwano ngokuhamba kwesikhathi.
Umgomo we-CRM ukukunikeza isithombe esigcwele sekhasimende ngalinye, okungukuthi, ukwazi umlando walo wonke nenkampani yakho ukuze ukwazi ukwenza ngendlela oyifisayo indlela oxhumana ngayo nayo.
Izinkampani zisebenzisa i-CRM ukuqinisa ubudlelwano bawo namakhasimende, okubenza bahlale bejabule futhi bethembekile ngokuhamba kwesikhathi. Ngokusho kochwepheshe, usayizi wemakethe ye-CRM yomhlaba wonke ubufanelekile US$64.41 billion ngo-2022 futhi izokhula isuka ku-US$71.06 billion ngo-2023 iye ku-US$157.53 billion ngo-2030 ngenani lokukhula elihlanganisiwe lonyaka (CAGR) lika-12%.
Kunezici ezimbalwa ze-CRM ezihlukile:
- Ukuphathwa kwedatha yekhasimende: I-CRM ilawula idatha yekhasimende ngokuthi isiza amabhizinisi ukuthi asebenzise abakwaziyo ngamakhasimende abo ukuze aqonde kangcono abakudingayo nendlela abenza ngayo.
- Izinto zokuthengisa nokuthengisa: Amakhasimende kufanele athole ulwazi oluwusizo kuwo. Nge-CRM, ikusiza ukuthi uthole indlela engcono yokuthumela umlayezo kukhasimende ngalinye futhi ekugcineni ukhuphule ukuthengisa kwakho.
- Ukunikezwa kosekelo: Amakhasimende azoba nemibuzo noma izinkinga ezindaweni ezahlukene. Nge-CRM, ungakwazi ukubhekana nezinkinga zabo ngokuqhubekayo esigabeni ngasinye, ngakho-ke uqinisekise ukuthi amakhasimende akho ajabule futhi anelisekile.
- Izibalo nemibiko: I-CRM inikeza idatha yokuhlaziya neyombiko, ekuvumela ukuthi ulandelele ukuthi amakhasimende asebenzisana kanjani nebhizinisi lakho futhi ubone ukuthi yini esebenzayo. Ngale datha, kuba lula ukuthuthukisa amasu akho ukuze usize ibhizinisi lakho lilinganise.
Ukuphathwa kokuhlangenwe nakho kwekhasimende
Ngakolunye uhlangothi, ukuphathwa kwesipiliyoni sekhasimende kumayelana nokuqinisekisa ukuthi amakhasimende anokuxhumana okuhle nenkampani yakho. Kuyinqubo yokuklama nokuphatha yonke into amakhasimende akho adlula kuyo lapho usebenza nebhizinisi lakho.
Uma usebenzisa uhlelo lwe-CEM, ungase ulangazelele ukwazi izinto ezikhungathekisa amakhasimende futhi uqhamuke nezindlela zokuthuthukisa izinkinga nokuthuthukisa ulwazi lwawo lulonke.
Njenge-CRM, ukuphathwa kwesipiliyoni sekhasimende kunezici zakho ezigxile kuzo. Zihlanganisa:
- Ukuqonda ukuthi angobani amakhasimende akho nokuthi adingani. Inkundla ye-CEM izoqoqa futhi ihlaziye idatha ebalulekile ukuze ithole imininingwane yokuthi yini ebaqhubayo nendlela abaziphatha ngayo.
- I-CEM nayo inkulu ekudwebeni lonke uhambo lwamakhasimende nalapho lungahambi kahle khona. Lokhu kukuvumela ukuthi usebenzele ukwenza kube ngcono.
- I-CEM isiza ukuthi lonke ithimba lakho labaphambili likulungele ngokugcwele ukunikeza isevisi enhle nokusekelwa. Ngakho-ke, kukwenza ukwazi ukuqeqesha futhi ubanikeze amandla okuletha okuhlangenwe nakho okujabulisayo kumakhasimende akho.
- Enye into enkulu ukwenza isiqiniseko sokuthi amakhasimende athola lokho akufunayo, kungakhathaliseki ukuthi asebenzisa iwebhusayithi yakho, isitolo, noma uhlelo lokusebenza. Iqinisekisa ukuthi i-omnichannel yakho isendaweni efanele.
- Okokugcina, i-CEM ikusiza ukuthi uthole yonke idatha yekhasimende nezibalo ukuze wenze izinto zibe ngezomuntu ngamunye futhi umthumelele imilayezo eqondiwe.
Iyini isoftware ye-CEM ne-CRM?
Isofthiwe yokuphatha ukuzizwisa kwekhasimende ihlose ukuqinisa ukwethembeka nokugcinwa kwekhasimende ngokuphatha ukudalwa nokulethwa kokuhlangenwe nakho. Amasistimu aqoqa idatha, futhi amamethrikhi nemininingwane evela kunkundla inikeza ulwazi ngalokho amakhasimende akuthandayo nangakuthandi nalapho ukuthuthukiswa kungenziwa khona.
Izibonelo zamapulatifomu e-CEM ozothola emakethe zihlanganisa I-CustomerGauge, IMedallia, Izimfanelo, Futhi Umzuzu. Kunesidingo esikhulayo salezi zinhlelo emhlabeni jikelele kulandela ukulinganisa kwe US$11.43 billion ngo-2022, okubikezelwa ukuthi izofinyelela ku-US $ 48.56 billion ngo-2032, ikhula ku-CAGR ye-15.6%.
Ngokuphambene, isofthiwe ye-CRM ngokuyinhloko iqoqa idatha emayelana namakhasimende ngokombono wenkampani. Uhlelo luqoqa idatha efana namagama ekhasimende, imininingwane yokuxhumana, umlando wokuthenga, namarekhodi okuxhumana nenkampani ngezingcingo, ama-imeyili, imibhalo, nezingxoxo.
Amakhasimende angase anikeze olunye lwalolu lwazi ngokugcwalisa amafomu, kodwa izinkampani zihlukanisa le datha ngaphakathi kwezinhlelo zabo ze-CRM. Izinkampani zingasebenzisa ulwazi lwe-CRM ukuze zihlole ubudlelwano bubonke namakhasimende, zihlonze izici ezithonya izinqumo zokuthenga, futhi zicabangele izenzo zokuthuthukisa ukusebenzisana kwamakhasimende.
Kunezinhlobonhlobo zezinhlelo zobudlelwano bamakhasimende ne-Salesforce enesabelo semakethe esikhulu kunazo zonke 33.05%. Ezinye izinhlelo zifaka iMicrosoft Dynamics (4.6%), Zoho (27.37%), Pipedrive (1.97%), kanye ne-ActiveCampaign (8.43%).
Nokho, izinkundla ze-CRM zicabangela kuphela uhlangothi lwenkampani lobudlelwano futhi azinaki izenzo zekhasimende. Ukucabangela idatha ye-CRM kukodwa kushiya ngaphandle izici ezibalulekile ezifaka isandla ebudlelwaneni obugcwele phakathi kwebhizinisi lakho namakhasimende. Ngalesi sizathu, ukuhlanganisa izinkundla ze-CRM nezinhlelo zokuphatha isipiliyoni samakhasimende kunganikeza ukuqonda okuphelele kwazo zombili izinhlangothi zobudlelwano.
Izinjongo ze-CRM vs. CEM
Nakuba ukuphathwa kokuhlangenwe nakho kwamakhasimende kanye nokuphathwa kobudlelwane bekhasimende kugxile ekuphathweni kwamakhasimende, banomehluko ezinhlosweni zabo. Okulandelayo ukwehluka kwezinjongo ze-CEM kanye ne-CRM.
Ku-CRM, afaka:
1. Ukwandisa ukuthengisa
Amasistimu e-CRM enza ngokuzenzakalelayo amasistimu okuphatha ngokuvamile enziwa ochwepheshe bezokuthengisa, enikeza amaqembu ukufinyelela okubanzi kudatha yeklayenti kanye nendawo emaphakathi ukuze alandelele amathemba. Lokhu kuvumela iqembu lakho ukuthi livale amadili ngokushesha nangempumelelo.
2. Thuthukisa isevisi yamakhasimende
Izinkampani ziyakwazi ukuphendula izimfuno zamakhasimende ngezinga eliphezulu lokwenza kube ngokwakho ngokuhlanganisa idatha yekhasimende kanye nokushintshisana ngobuchwepheshe, ekugcineni, kuqinise isibopho phakathi kwamakhasimende nenkampani yakho.
3. Khulisa izinhlelo zakho zokumaketha
Kubalulekile ukuba nokuqonda okujulile ngekhasimende lakho. Uhlelo lwe-CRM luhlinzeka ngokuphathwa komkhankaso, ukulandelela okuphendulayo, kanye nokuhlaziya okuphelele konke ngaphansi kophahla olulodwa, ukusiza amaqembu okukhangisa avela endaweni ehleliwe emaphakathi.
Ku-CEM izinjongo zayo zimi kanje:
1. Thuthukisa isithunzi somkhiqizo wakho
Umbono wamakhasimende ngomkhiqizo wakho uyakhula uma uthuthukisa ulwazi lwekhasimende elilodwa. Isithunzi sakho njengohamba phambili ebhizinisini siyakhula uma uthuthukisa umuzwa wawo wonke amakhasimende akho.
2. Khuthaza ukugcinwa nokuguqulwa kwamakhasimende
Umuzwa omuhle wamakhasimende uholela ekwethembekeni, futhi ngokwethembeka, inkampani yakho iyakhula. I-CEM ikusiza ekuthuthukiseni isisekelo samaklayenti athembekile achitha imali eningi futhi encoma abanye ebhizinisini lakho.
3. Thuthukisa isipiliyoni jikelele nenkampani yakho
I-CEM isebenzisa idatha yokuhlangenwe nakho ukuze ilethe ezindabeni ezibaluleke kakhulu kumakhasimende. Uma uhlangabezana nokulindelwe yikhasimende lakho, umuzwa usuwonke uyathuthukiswa.
Imisebenzi ye-CRM ne-CEM
I-CRM ne-CEM nazo zinokungafani emisebenzini yazo. Eminye imisebenzi ebalulekile ye-CRM ihlanganisa:
1. Izibalo kanye nokubika
Yonke imisebenzi emikhulu yenkampani idinga ukubika nokuhlaziya. Izibalo ze-CRM, ezaziwa nangokuthi izibalo zamakhasimende, inqubo yokuqonda idatha ngaphakathi kwesofthiwe yakho ye-CRM ukuze uthole yonke imininingwane ebalulekile ezothinta izinqumo zenkampani, imikhankaso yokumaketha, izindlela zokuqeqesha, nokuningi.
2. Ukuphathwa kwemibhalo
I-CRM inika amandla ukuqoqwa, ukulayisha, ukulondoloza, nokwabelana kwamadokhumenti ohlelweni olulodwa. Lokhu kufinyelela okulula kokubalulekile kugcina amaqembu anolwazi, ngakho-ke kuthuthukisa ukuzizwisa kwamakhasimende ngendlela engenazihibe.
3. Izimayini nokuhlaziya idatha
Uma uthanda amagrafu, idatha, namaspredishithi, uzowathanda amakhono edatha ahlinzekwa yimikhiqizo ye-CPM. Lonke ucezu lolwazi oke waluqoqa mayelana nekhasimende lulondolozwe kusofthiwe ye-CRM, okukuvumela ukuba wenze kanjalo yilandelele futhi uyihlaziye ngokuzilibazisa kwakho.
4. Ukuphatha amathemba
Umthengi omusha unezidingo ezihlukile kakhulu ngokungafani nekhasimende elibuyayo. Amathuluzi e-CRM asiza ekukhiqizeni, ekuphatheni, ekufanelekeni nasekukhuliseni amathemba ukuze ukwazi ukuphatha ubudlelwano ngempumelelo nangempumelelo.
Imisebenzi ye-CEM imi kanje:
1. Ukuqoqa idatha yokuhlangenwe nakho ukuze uqonde kangcono imibono yamakhasimende
Amasistimu e-CEM ahlola ulwazi olujwayelekile lwekhasimende ngokuqoqa idatha enemininingwane yokuziphatha kanye nempendulo eqondile. Le datha imele umbono wekhasimende ngokusekelwe kukho konke ukusebenzelana anakho nenkampani yakho.
2. Dala isiko lomkhiqizo eligxile kumakhasimende
Umkhiqizo ogxile kumakhasimende yilokho i-CEM elwela ukukusungula. Isiko lokunaka amakhasimende liza njengomphumela wokuhlala uthuthukisa ulwazi lwakho ukuze uvumelane kangcono nezidingo zeklayenti lakho.
3. Bheka ukuxhumana namaklayenti kuzo zonke izindawo oxhumene kuzo
Yonke indawo yokuthinta yobudlelwano bakho bekhasimende iyagadwa, ihlolwe, iphathwe, futhi ithuthukiswe nge-CEM. Izindawo zokuxhumana njengendawo othengisa kuyo, inkokhelo yebhili, nabamele isevisi yamakhasimende kuyizimo lapho ikhasimende lisebenzisana nomkhiqizo wakho.
Izinzuzo ze-CEM vs. CRM
Kokubili i-CRM ne-CEM, lapho zisetshenziswa kahle, zinikeza izinzuzo ezinkulu ebhizinisini lakho. Ukuqala nge-CRM, isu elifanele lizokwenza:
1. Thuthukisa ukuthengisa
Ucwaningo olwenziwe yi-Salesforce luveze ukuthi isoftware ye-CRM ingakwazi khuphula ukuthengisa kufika ku-29% kuyilapho futhi kukhulisa umkhiqizo wokuthengisa nokunemba kokubikezela ngamaphesenti angama-39 nangama-32 ngokulandelana.
2. Lungiselela izinqubo zokuthengisa
Ukufinyelela imininingwane yedatha kushintsha ngokushesha kube umehluko obalulekile emaqenjini athengisa kakhulu. Ngokocwaningo olwenziwe yi-Aberdeen Group ucwaningo, ukufinyelela kwe-CRM kuyasiza 24% ochwepheshe abaningi bokuthengisa ukuze bahlangabezane nezinjongo zabo zokuthengisa zonyaka.
3. Khulisa ukusebenza kahle
Njengoba amasistimu e-CRM ezenzakalela, asiza izinga lakho lokukhiqiza ngokunqoba izinselele ezivamile zokusebenza.
4. Gcina imininingwane yekhasimende enemininingwane
Ama-81% ochwepheshe bokuthengisa bakholelwa ukuthi kubalulekile ukuba nombono ohlangene wedatha kulo lonke uhambo lwamakhasimende. Lokhu kubonisa ukuthi izinqubo ezihlanganisiwe ezifana nokunikezwa komnyango okungenazihibe nolwazi olubanzi lwenhlangano yokuthengiswa kwekhasimende nomlando wesevisi zibalulekile.
Ngakolunye uhlangothi, ibhizinisi lakho liyakwazi ukuvuna izinzuzo ezilandelayo ezinhlelweni ze-CEM ezisetshenziswe kahle:
1. Khulisa imali engenayo
Ukuzizwisa okuhle kwekhasimende kuholela ekwenyukeni kwezindleko zabathengi. Empeleni, Ama-86% abathengi bazimisele ukukhokha i-premium ukuze uthole ulwazi olumangalisayo lwekhasimende.
2. Ukunciphisa izindleko
Izindleko zokuthola ikhasimende yi izikhathi 5 ngaphezu kokugcina ekhona. Ngalesi sizathu, i-CEM iyindlela ephumelelayo yokukhulisa ibhizinisi lakho.
3. Thuthukisa ukukhetha komkhiqizo
Kunamakhulu, uma kungenjalo izinkulungwane, zemikhiqizo embonini amakhasimende angakhetha kuyo. Ngokugxila ekulawuleni ulwazi lwekhasimende kanye nokudlula lokho okulindelwe ngamakhasimende, uthola inzuzo yokuncintisana.
4. Yakha ukwethembeka kwamakhasimende
Emhlabeni wanamuhla webhizinisi, intengo nomkhiqizo akusasho a ukwethembeka kwekhasimende. Kunalokho, abantu bahlala bethembekile ezinkampanini ngenxa yesipiliyoni abanaso.
5. Ukusebenzelana okuhambisanayo
Ngokuqonda lokho amakhasimende akudingayo, kuba lula ukwenza ngokwezifiso ukuzizwisa ukuze kufane nezidingo zabo.
Izindlela ezingcono kakhulu ze-CEM
1. Sebenzisa ubuchwepheshe ukuze ukhulise ulwazi lwamakhasimende
Ukusebenzisa ubuchwepheshe obusha sha kuyisici esibalulekile ekunikezeni amaklayenti akho isevisi yekhwalithi ephezulu. Ukuze uthuthukise ukwaneliseka kwamakhasimende, ungasebenzisa ubuchwepheshe obusekelwe ku-AI njengama-chatbots nengxoxo ebukhoma. Lezi zixazululo zingasiza futhi ukuzenzekelayo, okungathuthukisa ukusebenza kahle kokulethwa kwesevisi yamakhasimende akho.
Isibonelo, i-Decathlon, umthengisi wezimpahla zemidlalo odumile, uhlangabezane nokwenyuka okungu-4.5 kwemibuzo yamakhasimende phakathi kukaMashi noMeyi 2020. Bafake i-chatbot ye-Heyday AI kuwebhusayithi yabo, ekwazile ukuphatha imibuzo ehlukile engaphezu kwe-1000 ngempumelelo.
Ngenxa yomsizi obonakalayo we-AI, izindleko zabo zokusekela zazinjalo yehliswe ngo-25%, futhi amakhasimende angu-96% athi anelisekile.
2. Yenza uhambo lwekhasimende lube lula
Abathengi bafisa ukusebenzisana okulula, okungenazinkinga. Bafuna amaqhuqhuva ambalwa ohambweni lweklayenti ngangokunokwenzeka endaweni yokuthinta ngayinye. Ukusebenzela ukwenza lula kanye nokwenza lula inqubo ngokususa ukudonsa okungadingekile endleleni kubalulekile ukufeza lo mgomo.
Ngaphezu kwalokho, amabhrendi afuna ukuqeda zonke izinqubo ezingasasebenzi ezenza amaklayenti abe nobunzima ngesikhathi sokuthenga ukuze ulwazi lwawo luphelele luthuthukiswe.
3. Misa isiko eligxile kumakhasimende
Ukusungula isiko lapho ulwazi lwamakhasimende lubekwe phambili kubalulekile kuyo yonke inkampani. Uma ufuna ukufeza lokhu, kufanele uqeqeshe abasebenzi bakho ngezinzuzo zokwanelisa izidingo zamakhasimende kanye nokuhlinzeka ngolwazi lwamakhasimende. Abasebenzi bakho benkonzo yamakhasimende kufanele ngokufanayo bafunde ukwenza ngaphezu kwalokho okulindelwe ukuze amakhasimende akho ajabule.
4. Sebenzisa idatha yekhasimende ukwenza kube ngokwakho
Lapho amakhasimende exhumana nenkampani, alindele ukuthola ukunakwa komuntu siqu. Empeleni, Amaklayenti angu-72% acabangela ukusebenzelana nemilayezo eyenzelwe wena yedwa. Amakhasimende angathola inani elihle kakhulu njalo lapho exhumana nebhizinisi lakho ngokuthintwa okuncane kokwenza ngokwezifiso okungezwe kusevisi.
Ngedatha eqoqwe amasistimu e-CEM, unganikeza iziphakamiso ezenzelwe wena ezicabangela izintandokazi nokuziphatha okuhlukile kwamakhasimende akho. Ukusebenzisa idatha yeklayenti kungakusiza futhi ekunikezeni amakhasimende akho okuqukethwe komuntu siqu kanye nezinto zokumaketha.
5. Qoqa futhi uhlole impendulo yekhasimende
Uma ibhizinisi lingaqoqi ngokuqhubekayo okokufaka, ngeke kubhekwe njengeligxile kumakhasimende. Kubalulekile ngokufanayo ukusebenzela impendulo futhi wenze izinguquko ezidingekayo kumikhiqizo namasevisi ngaphezu kokuyiqoqa nje.
Kuphela ngokuhlonza lezi zindawo ezizothuthukiswa lapho indlela yesevisi yamakhasimende yebhizinisi lakho izoshintsha ngempela ibe ngcono.
Izindlela ezihamba phambili ze-CRM
Ukuze ulethe okwenziwayo okumangalisayo kumakhasimende akho, nazi ezinye zezindlela ezingcono kakhulu zokuphatha ubudlelwano bamakhasimende.
1. Ukuphendula amakhasimende
Amakhasimende avame ukuba nezinkulungwane zemibuzo, ukukhathazeka, kanye nezinkinga okufanele aziphakamisile. Ungaqinisekisa okuhlangenwe nakho okujabulisayo ngokuphendula kumakhasimende akho. Ngaphezu kwalokho, ukuxhumana okuhlala njalo kuqiniswa ngokugcina amakhasimende akho enelisekile ngezimpendulo ezisheshayo nezisebenzayo.
2. Lungisa izinqubo zakho ze-CRM
Ngokulungiselela imizamo yakho ye-CRM, kuba lula ukuphatha ukusebenzisana kwamaklayenti ngempumelelo kakhulu. Enye indlela yokuqinisekisa ukuthi inqubo ye-CRM elula iwukuvumelana nezimo kwezobuchwepheshe.
Lokhu kungenxa yokuthi, ngobuchwepheshe, ingakwazi ukwenza imisebenzi eminingi ehlobene namakhasimende. Amathuluzi e-CRM anganikeza idatha yekhasimende yesikhathi sangempela futhi asize ukulandelela ukusebenzisana kwawo ngaphezu kwemisebenzi yokuzenzakalela.
3. Qonda amakhasimende akho
Ukwazi amakhasimende akho ngaphakathi nangaphandle kuhlanganisa ukuqonda akufunayo nokuziphatha kwawo. Kulokhu, ungasebenzisa idatha kanye nezibalo zekhasimende ezivela ezinhlelweni ze-CRM ukuze uhlole ukuziphatha kwawo.
Ukwengeza, ukuqonda imikhuba yokuthenga kwamakhasimende kubalulekile ekwakheni ubudlelwano besikhathi eside nabo. Lapho usukwazi ukuqonda amaklayenti akho kangcono, kuba lula ukusingatha zonke izithiyo nezilindelwe. Izinkampani ezingakuqapheli ukuqonda kwamakhasimende zizohlala zilwela ukuthola ukwethenjwa kwazo.
4. Qalisa izinhlelo zokwethembeka kumakhasimende
Ukuze ulondoloze ukwethenjwa nokuthakasela amaklayenti akho, ungase udinge imiklomelo evamile kanye nenzuzo yawo. Amabhizinisi kungenzeka abone amakhasimende enamathela futhi ephinda ukuthenga uma enohlelo lokwethembeka olukhona.
Ungazama ukunikeza izaphulelo ezikhethekile, izikhuthazo, namaphromoshini ukuze usize ibhizinisi lakho ekugcineni ukwethenjwa kwamakhasimende.
5. Gxila ekunikezeni isevisi yamakhasimende eyingqayizivele
Ukuzuza ukwaneliseka kwamakhasimende ngokuvamile kuqala ngokwazi ukuthi amakhasimende akho adinga ini futhi alindeleni kuwe. Isenzo esilandelayo esokunikeza lezo zidingo kuqala futhi ugcine ukubaluleka kwazo ohlelweni lwakho lwebhizinisi.
Ukunikeza izimpendulo ezisheshayo nokusebenzisana komuntu siqu kuyisihluthulelo sokufinyelela izindinganiso ezihlukile zesevisi yamakhasimende.
Izindlela i-CRM ne-CEM zisebenza ndawonye
Ukuze kusetshenziswe amakhasimende ngempumelelo, kokubili i-CEM ne-CRM kubalulekile. Uma kokubili kucatshangelwa njengengxenye yesu lokuzizwisa amakhasimende, imiphumela engcono kakhulu iyafinyelelwa.
Izindlela ezilandelayo ziwukuthi ukuphathwa kolwazi lwekhasimende kanye nokuphathwa kokuhlangenwe nakho kwamakhasimende kusebenza kanjani ndawonye:
- Kokubili kuqhutshwa idatha, okusho ukuthi ukuze wenze izinqumo ngamakhasimende, idatha yekhasimende ibalulekile.
- Ukuphathwa kokuhlangenwe nakho kwekhasimende kanye nezinhlelo zokuphatha ubudlelwano bekhasimende zombili ziyaxhumanisa ukusiza amabhizinisi ukwandisa ukuthengisa.
- Bobabili basebenzisa ubuchwepheshe ukuqoqa futhi bahlole ulwazi lweklayenti ngomzamo wokuthuthukisa ukusebenzisana kwamakhasimende kuyo yonke indlela.
- Ukubambisana kweminyango ehlukene kuyadingeka ukuze bobabili bafeze izinhloso zabo futhi baqinisekise inani kumakhasimende ngaso sonke isikhathi.
- Izisekelo zazo zombili izinhlelo ze-CEM ne-CRM ziqapha ukuziphatha kwabathengi futhi ziqoqa ukusebenzisana komuntu ngamunye.
- Bobabili banomqondo ogxile kumakhasimende futhi bathatha indlela efanayo yokunikeza amaklayenti umuzwa owanelisayo nokudala ubudlelwano obuhlala isikhathi eside.
Isiphetho
Lo mhlahlandlela unikeza ukubheka okuningiliziwe komehluko phakathi kokuphathwa kokuhlangenwe nakho kwamakhasimende kanye nokuphathwa kobudlelwane bekhasimende. Nakuba i-CRM isiza ukwakha nokugcina ubudlelwano bamakhasimende ngedatha nokuzenzakalela, i-CEM igxile ekuthuthukiseni ngenkuthalo ukuzizwisa kwekhasimende ngokusebenzisa imephu yohambo nokuthuthukisa izindawo zokuthinta.
Noma kunjalo, ukukhetha phakathi kwe-CRM ne-CEM akusho ukuthi/noma. Izinkampani eziningi ziyazuza ngokusebenzisa zombili izindlela njengoba zihlinzeka ngenhlanganisela enamandla eqhuba ukukhula kwebhizinisi emnothweni wesipiliyoni samanje.
Iphuzu eliyinhloko? Yazi amakhasimende akho futhi uwanikeze ukuzizwisa okufanele abuye ukuze uthole okwengeziwe. Ngakho-ke, thatha amaphuzu abalulekile futhi uwasebenzise ukuze uqale ukwakha ubudlelwano kanye nolwazi oluzohlukanisa inkampani yakho.
