In today’s business world, customer care management (CRM) is not only a strategy but also a factor that determines the success of a business. enterprise. CRM services are not simply a technical tool, but also a comprehensive strategy to help build and maintain strong relationships with customers. In the context of fierce competition, methodical application of CRM services not only helps businesses save time and costs but also creates new opportunities for development and expansion. Let’s explore more deeply with WIFIM JSC about the importance and benefits of CRM services in the following article.

What is CRM service?

Customer Care Management (CRM) service is an important and indispensable tool in the business strategy of every modern enterprise. Built on an information technology foundation, CRM is not just a customer data management system but also a comprehensive approach to better understand customer behavior, needs and desires. By intelligently organizing, analyzing and interacting with customer information, CRM services help businesses build and maintain close relationships, increase customer satisfaction and loyalty, from That creates new business opportunities and optimizes business performance. Thereby, CRM service not only plays a role in managing customer relationships but is also a strategic tool to improve productivity and competitiveness of businesses in the market.

The role of CRM system for businesses

Today, CRM is not only a simple information tool but also an important and indispensable element in the business strategy of any organization. By organizing and managing information about customers, business, and employee performance, CRM provides many important benefits to businesses, from improving customer interactions to enhance organizational performance. Below are details about the role of CRM in the business environment:

Customer data management

Customer data is a valuable resource that every business needs to manage and exploit effectively. CRM systems help businesses automatically collect, store and manage customers’ personal information from many different sources. From registration forms on websites to interactions on social networks, everything is organized and stored in a comprehensive and secure way, helping businesses better understand customer needs and behavior.

Business management

An efficient business is the key to optimizing business performance. CRM allows businesses to build and manage business processes automatically and flexibly. From processing sales opportunities to tracking the progress of each deal, CRM helps optimize business processes and improve the ability to reach and convert customers into revenue.

Business performance management

Through powerful reporting tools, CRM provides businesses with an overview of business and employee performance. From sales reports to employee capacity statistics, CRM systems help businesses better understand their strengths and weaknesses, thereby adjusting and optimizing business strategies flexibly. and timely.

Sales team management

CRM is not only a data management tool but also an effective human resources management tool. From assigning goals and managing personal sales to tracking work progress and measuring productivity, CRM helps businesses optimize employee performance and increase employee satisfaction and engagement. their side.

The functions that the CRM system brings

Customer relationship management (CRM) systems play an important role in optimizing customer management and interaction. With a variety of functions, CRM not only helps organize customer information effectively but also plays an important role in optimizing business processes and enhancing market understanding. By using features such as contact management, customer service management, and data analytics, businesses can build a powerful information base that increases agility and efficiency. efficiency in all aspects of customer management and business operations.

Customer contact management 

This function not only helps store basic customer information such as name, address, and contact information, but also allows notes about each interaction and engage with transactions or support requests. This helps sales and support staff better understand each customer and create a personalized engagement plan.

Customer service management 

Customer service management helps businesses organize and track services provided to customers effectively. From creating support requests to tracking progress in resolving issues, CRM systems help optimize the customer support process and increase customer satisfaction.

Revenue and sales reports

This function provides powerful reporting tools to assist businesses in tracking and analyzing business performance. From developing sales reports to analyzing profits by product or distribution channel, CRM systems help managers better understand business operations and make sound strategic decisions. .

Easy interaction between departments 

Customer relationship management (CRM) tools facilitate interaction and information sharing between departments within a business. From sales to customer service, this feature promotes collaboration and increases productivity across the organization.

Allow sending reports and emails 

This function allows businesses to create and send reports and emails automatically from the CRM system. This helps save staff time and effort, while enhancing the professionalism and efficiency of communication with customers.

Share data and information

CRM system allows sharing of data and information between departments and employees in the business. From customer interaction history to product and service information, this function creates a common and consistent information base, helping to increase flexibility and efficiency in working.

Analyze data based on reports  

This function supports businesses in analyzing and evaluating data based on reports from the CRM system. From detailed analysis of customer behavior to forecasting market trends, this feature helps businesses gain a deeper understanding of the business environment and make strategic decisions accurately and promptly.

Benefits of implementing a CRM system

In today’s business world, maintaining and developing relationships with customers is not only a task but also an important strategy to win customers. win in the competitive market. A Customer Relationship Management (CRM) system is not merely a technical tool but an undeniable source of competitive advantage for any organization.

Manage Customer Information Effectively

Customer relationship management (CRM) tools are an integral part of businesses’ business strategies, allowing them to collect, organize and Manage customer information intelligently and effectively. From recording basic information like name and address to tracking previous purchases and interactions, this CRM system not only helps optimize customer service but also provides important data. important to shape the business development strategy of the enterprise.

Improving Customer Care

With a CRM system, businesses can track and manage interactions with customers in real time. A better understanding of customers’ needs and wants helps provide better service, improve customer care and create a great experience for them.

Sales Process Optimization

CRM helps optimize the sales process by tracking progress from customer discovery to transaction management and post-sales follow-up. This helps enhance sales performance, speed up the contract closing process and improve customer conversion rates.

Business Performance Analysis and Reporting

CRM systems provide analytics and reporting tools to evaluate business performance and better understand customer behavior. Data analysis helps recognize trends and behavioral patterns, thereby implementing appropriate business strategies and making strategic decisions.

Building Long-Term Customer Relationships

CRM plays an important role in building strong relationships with customers by providing quality service and support, tracking customer satisfaction them and create a positive experience. Thereby, businesses can develop a loyal customer community and attract new customers.

Connect Teams and Check Data

CRM systems help connect teams and prevent inaccurate information before causing disruption and unwanted consequences. Sharing information between departments and checking data before entering it into the system helps increase flexibility and accuracy in work.

CRM operational process in all fields

In every business field, customer relationship management (CRM) is not only an important strategy but also a decisive factor in success. business of the enterprise. CRM operating processes not only help businesses reach customers effectively but also help create a positive transaction environment and maintain long-term relationships with customers. Here’s a step-by-step breakdown of this process to better understand how CRM can be applied and optimized in every industry.

Step 1: Sales Support

In this step, the sales team searches for and approaches potential customers, identifies business opportunities and promotes the contract signing process. Sales is responsible for finding leads, approaching customers and building relationships with them. After the contract is signed, the Account Manager continues to manage and advise customers, focusing on building long-term relationships and finding new business opportunities.

Step 2: Managing Customer Relationships in Marketing Strategy

CRM communications helps collect information about customers, analyze their needs and desires to build appropriate communication strategies. CRM tools provide updates and high accuracy in customer interactions, helping the Marketing team optimize marketing strategies and improve information analysis capabilities.

Step 3: Post-Purchase Service

CRM Services ensures customer satisfaction after the transaction is completed, driving sales and creating loyalty. Activities include technical support, customer care, remarketing and increasing sales. This process plays an important role in building and maintaining relationships with customers.

Step 4: Identify and Evaluate Customers

Customer analytics help better understand customer behavior, needs and priorities, thereby optimizing your CRM strategy and providing a better experience for them.

Step 5: Promote Customer Loyalty

The ultimate goal of the customer relationship management process is to promote customer loyalty by providing promotions, discounts, and special offers.

Implement CRM system with WIFIM JSC 

When implementing the CRM system at WIFIM JSC, customers will enjoy a series of benefits. First, this system will enhance interaction and communication between businesses and customers by capturing detailed and timely information. This feature not only makes it easier to send advertising and promotional information, but also allows businesses to provide effective after-sales support.

Second, WIFIM JSC’s CRM system also improves service and support for customers. Thanks to the ability to track and manage interactions with customers in real time, businesses can quickly respond to requests, answer questions and provide accurate product/service usage instructions. body.

Third, WIFIM JSC orients the CRM system to build long-term and strong relationships with customers. By providing good service and support, businesses can create a positive experience and build customer trust, thereby attracting and retaining customers for the long term.

Finally, the CRM system is provided by WIFIM JSC for analytics and reporting tools to better understand customer needs and behavior. This helps optimize marketing and sales strategies, from shaping advertising campaigns to adjusting products/services to reflect market needs.