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“On average, sales and marketing expenses range from 15% to 35% of the total cost of a business every year. Therefore, it is absolutely necessary to automate - reduce staff to have more sales efficiency. Sales of businesses that successfully apply Customer Relationship Management (CRM) tools increase from 10% to more than 30%.&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;- As reported by Harvard Business -For most businesses, the most important and most valuable asset is their customers. The customer experience or perception creates a lasting competitive advantage for the business.The Customer Relationship Management (CRM) tool was born to help consumers have a great experience, helping businesses improve business efficiency.So what exactly is Customer Relationship Management (CRM)? Find out the detailed answer in the article below.<figure class="image"><img src="https://api.estuary.solutions/estuary-web-mediafile/file/e8e4dca2-827e-41cb-a608-3f59f8a0e1a6"></figure>I. What is Customer Relationship Management (CRM)?CRM stands for the English word "Customer Relationship Management", which is customer relationship management. It is simple to understand that businesses manage interactions with customers thereby forming business relationships. In there:<ul><li>Customers: are consumers of goods and services in general. Customers have the ability to choose between different products and suppliers.</li><li>Business relationships: Enterprises with their customers and partners often conduct transactions. This helps them evaluate and understand customers. It helps form stronger business relationships.</li><li>Management: An activity of an enterprise for the purpose of checking and monitoring a specific subject. With customers, businesses want to manage to understand customers and meet their needs better.</li></ul>II. Why should businesses optimize the Customer Management (CRM) model?Customer Management Model (CRM) is a customer care and management process to help build strong business relationships.Understanding the nature of this model will help businesses accurately grasp the needs of customers, thereby making strategies to retain them. Customers have a good experience, they will buy from the business. Corporate profits will be generated from there.The biggest advantage of the Customer Management (CRM) model is the ability to connect and update information immediately according to the latest time, helping managers to make almost instant decisions with their customers. any changes in business operations.III. What is the Customer Management Process and what steps does it include?A CRM tool helps manage customer information data as well as track the work of employees in the business. Depending on the different needs of each business, the requirements for the CRM process change.But in general, the strategic process of Customer Relationship Management (CRM) of most businesses revolves around customers according to the following 5 tasks.<figure class="image"><img src="https://api.estuary.solutions/estuary-web-mediafile/file/2983aa29-7e82-4f1a-af28-d3a329f460e1"><figcaption>Customer Relationship Management (CRM) Model</figcaption></figure>1. Sales consulting (CRM Sales)The first but also extremely important step in the CRM process is implementing sales activities including: Mailing, calling, quotation, appointment scheduling, contract signing, payment transaction, public report. in debt…2. Communication (CRM Marketing)CRM Marketing helps businesses save time in classifying customers, taking care of customers in groups, promoting shoppers through automated marketing tools (Automation Marketing) such as: Email marketing, SMS marketing...3. After-sale service (CRM Services)The customer care plan aims to motivate users to repurchase products and extend services by activities such as: discounting, giving gifts, sending congratulatory letters on holidays, Tet...4. Customer File Analysis (CRM Analysis)Analyze customers to have the right approach, help optimize sales and care activities. CRM helps businesses classify customer files in detail by: needs, interests, geographical location, etc.5. Collaboration between departments and partners (CRM Collaborative)Often, each department in the business is separate parts, making the flow of information sometimes not smooth and delayed.For CRM, departments are closely linked with each other, all employees are connected to share visual data information quickly. Since then, the business's customer service service is also more effective.IV. Benefits of Customer Management (CRM) toolsCRM can trace the entire customer journey from when they are a Lead (Lead) to become a real customer (Customer).Using a CRM tool will help with the following benefits:1. CRM helps improve customer interaction managementEvery negotiation and customer touchpoint is recorded in history. That will help Sales, Marketing and Customer Care teams improve tracking of sales progress and customer history.2. CRM enhances collaboration between teams and departmentsA CRM tool allows departments to work together on a specific project. For example, the sales team can work with the pricing team to create a unique quote for a particular customer. In addition, the sales staff have more information, more creative ideas about sales scenarios when communicating with other departmental staff.3. CRM application in improving work productivityCustomer information is stored in detail on the system, so Sales, Marketing, and Customer Care departments can actively research customer behavior before approaching them.4. Support CRM tool for business managersSales managers analyze customer data, track sales activities, access opportunity reports, access from anywhere via mobile apps when information is needed, and provide for the sales team sales data is updated in real time (real time).Manage the sales process from being a Lead to closing the deal.5. CRM tool for accurate business forecastingData centralized in a single source. CRM tools make it easier for managers to make accurate forecasts. Sales teams can forecast future sales and customer behavior from past data.6. Reports - Trusted Visual StatisticsCRM provides a holistic view of the sales process, so it's easy to spot potential problems. The data system reports statistics on conversion rates, sales, KPIs to help the reporting system become more intuitive and objectively viewed from many directions than ever before.Read more: <a target="_blank" rel="noopener noreferrer" href="https://estuary.solutions/news/en-do-you-know-the-most-effective-kpis-management-tool-71">Do you know the most effective KPIs management tool today?</a>V. ConclusionEveryone knows: Customers are the center of all business activities. They greatly influence the existence and development of the business. So how to effectively manage customers?The Customer Relationship Management (CRM) tool is a great solution for your business to best and most effectively manage your customers. In today's competitive market, CRM is an effective tool for your business to improve sales and operational efficiency in the 4.0 technology era.<a target="_blank" rel="noopener noreferrer" href="https://estuary.solutions/services/internal-working-system">Customer Care System (CRM)</a> on Estuary's IWS mobile application is a breakthrough business solution that helps sales &amp; customer service teams to easily track and manage customer information &amp; routes, tracking Employee KPIs, as well as effective work assignments. Overall, this tool helps to significantly increase sales performance &amp; efficiency.<figure class="image"><img src="https://api.estuary.solutions/estuary-web-mediafile/file/48d880dc-2420-4d91-89a4-bddc59981640"><figcaption>Customer Care (CRM) system interface on mobile application from Estuary</figcaption></figure>For more information and to register for a trial of <a target="_blank" rel="noopener noreferrer" href="https://estuary.solutions/vi/services/internal-working-system">the Mobile Application Customer Care System (IWS)</a>, please contact:Ms. Vy Pham,Senior Business Solution ConsultantEstuary Joint Stock CompanySoftware to manage tasks, projects and customers | Customer Care Software | Distributor Management Software | Production Management SoftwarePhone: <a target="_blank" rel="noopener noreferrer" href="https://estuary.solutions/vi/services/internal-working-system">0986 799 646</a>Email: phuongvy.pham@estuary.solutions or info@estuary.solutions

Customer Management (CRM) - The secret to leading the market

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The biggest advantage of the Customer Management (CRM) model is the ability to connect and update information immediately according to the latest time, helping managers to make almost instant decisions with their customers. any changes in business operations.

Customer Management (CRM) - The secret to leading the market

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