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Home Backend Development PHP Tutorial CRM从业者应该具备怎样的理论知识体系才算完整?

CRM从业者应该具备怎样的理论知识体系才算完整?

Jun 06, 2016 pm 04:45 PM

其中具体角色不同,又应该有怎么样的侧重?

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从业务的角度说,你要懂
1. Branding品牌沟通
2. 互动与数字营销
3. 数据库营销
4. 数据分析,起码会SQL

做的好,你还要懂:
5. 销售管理
6. 运营管理
7. event营销
8. sales promotion
9. call center与fulfillment center运营
10. 软件开发与功能架构,会写RFP,写业务需求 从业者不邀自来。
CRM从业者分为两种:CRM技术和营销管理。技术我不懂,我从营销方面说说需要具备什么样的能力。
一、数据分析能力:CRM是个非常精细化的工作,需要你在最开始,通过数据分析,了解你的顾客的年龄、居住地、额度、近度、频度、连带率、生命周期等,最终深入到按照个体需求,得到精确的会员数据分析报表,以支撑你的每个决策和策划。这个能力需要在对基本办公软件和数据分析软件熟练的基础上,有一定数据敏感度,以便敏锐地捕捉到数据后面的规律。
二、营销策划能力:任何企业做CRM的最终目的都是要做营销,提高销售额。作为CRM的从业者,需要在熟悉行业、市场、传统营销方法的基础上,以客户为中心,关注最新的营销模式和方法,走在企业决策者前面,发现和策划对企业销售有利的营销活动,比如积分兑换、生日节日礼物、闺蜜同享、推荐奖励、新媒体如微信微博社群的各类营销玩法、异业联盟、买赠、满减、客户生命周期管理营销,等等等等
三、沟通管理能力:CRM本质上是企业的一种管理模式和营销方法,需要其他部门特别是营销部门的密切配合,需要CRM部门极强的执行能力。它和销售部的KPI不一样,管理效果短时间内不能量化,需要经过一段时间的沉淀和修正才能达到基本满意的效果。在这期间,需要管理者沟通好部门间关系,控制好部门内情绪,度过萌芽期。 受邀!
本文内有错别字,大家自行分析!
首先从CRM的发展方向来说:
1.传统的CRM主要是 c/s的,即客户端(client)/服务器端(server)的,一个客户一套软件.
安全性差,易破解,推广销售难.
2.未来的CRM系统应该是更多的 b/m/s的,即浏览器(browser)/移动端(mobile)/服务器端(server)的.云平台形式的,可以给更多客户使用.
安全性更强,数据量庞大,更易于市场分析统计,易于形成系统性的推广与销售模式.


这里主要说第二种形式:
从一个公司的技术角度,主要部门的结构:
CRM从业者应该具备怎样的理论知识体系才算完整?
从上图得知:
构建一个云端的CRM系统平台...需要人员结构还是蛮多的....
技术角度一般... 考虑的更多的是如何实现、运行稳定、优化、用户体验等.

流程上来说:
CRM从业者应该具备怎样的理论知识体系才算完整?

总结:
知识体系上,技术角度:
编程语言: linux/shell/c/php/javascript/json/objective-c/cocoa/java/Mongodb/mysql....
其他: 产品原型设计工具(Balsamiq Mockups)/photoshop/div/css等....

其他的角度,等待他人补充吧... 建了一个交流群,诚邀同职位的人一起相互认识,相互学习

因为知乎最近禁止放二维码,群的二维码无法显示,如果想加群的可以加我的微信号 Richard-estudiante 懂产品(本公司的CRM产品,竞争对手产品,整个CRM产业圈),懂客户(深入了解CRM使用者的特点与使用习惯),懂营销(使用CRM的大多数为销售团队,因此还要多多懂得他们的销售技巧才能理解客户的行为)。  1. 数据存放分散,集中管理困难?
  2. 资料误删除,数据恢复困难?
  3. 分支机构管理不便?
  4. 拥有特殊管理需求?
  5. 企业缺乏专业IT人员?
  6. 其他管理困扰?
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