CRM is an information system integrated across departments in an enterprise. What is it built around?

CRM is an information system integrated across departments in an enterprise. It is built with the management of customer data as the center. It records various interactions between the enterprise and customers during the marketing and sales process, as well as various related The status of activities provides various data models to provide support for later analysis and decision-making.

The operating environment of this article: Windows 7 system, Dell G3 computer.

CRM is an information system integrated across departments in an enterprise. What is it built around?

CRM is an information system integrated across departments in an enterprise. It is built around the management of customer data.

Customer relationship management system refers to the use of software, hardware and network technology to establish an information system for enterprises to collect, manage, analyze and utilize customer information. With the management of customer data as the core, it records various interactions between the company and customers during the marketing and sales process, as well as the status of various related activities, and provides various data models to provide support for later analysis and decision-making.

Features

The customer relationship management system is based on advanced management ideas and uses advanced information technology to help enterprises ultimately realize customer-oriented strategies. Such a system has the following characteristics:

(1) Advancement

Customer relationship management systems involve a wide variety of information technologies, such as data warehouses, networks, multimedia and many other advanced technologies. At the same time, in order to achieve all-round communication and interaction with customers, it requires the organic combination of call centers, sales platforms, remote sales, mobile devices and Internet-based e-commerce sites. These different technologies and functional modules with different rules must be combined into A unified customer relationship management system requires different types of resources and specialized technical support. Therefore, customer relationship management systems have high-tech characteristics.

(2) Comprehensive

The customer relationship management system includes four subsystems: customer cooperation management, business operation management, data analysis management, and information technology management. It integrates the sales, The optimization and automation requirements of marketing and customer service behaviors require the use of a unified information database to carry out effective communication management and execution support, making transaction processing and process management a comprehensive business operation method.

(3) Integration

The CRM solution has a powerful workflow engine that can ensure that the tasks of various departments and systems can be dynamically coordinated and seamlessly connected. Therefore, the integration of the CRM system with other enterprise information systems can maximize the component functions of each enterprise system, realize cross-system business intelligence, comprehensively optimize the enterprise's internal resources, and improve the overall informatization level of the enterprise.

(4) Intelligent

The maturity of customer relationship management systems can not only automate business processes such as sales, marketing, customer service, etc., reduce a large amount of manpower and logistics, but also provide services for enterprises. Managers provide analysis and integration of various information and data to provide a strong basis for decision-making. At the same time, the business intelligence of customer relationship management adopts centralized management of business processes and data, greatly simplifying the deployment, maintenance and upgrade of software; the Internet-based customer relationship management system allows users and employees to access the enterprise anytime and anywhere, reducing a large number of transactions. cost. After the customer relationship management system is integrated with other enterprise management information systems, business intelligence will be given greater play, providing support for enterprises to discover new market opportunities, improve product pricing plans, increase customer loyalty, and thereby increase market share.

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