How many customers do your business? How many proportions do men? What is the age distribution? How many times have they been to your business? How do they evaluate you? Do you have a lot of customers? They are expected to you? What? How much can these customers do to master the mastery and are not taken away by the business?
Similar questions can also ask hundreds. In fact, this is indeed an entry of the most important exam, and companies must give a satisfactory answer. However, companies have found that they are not easy and getting harder and harder. Fortunately, customer relationship management of communications technology and network technology can effectively solve this problem.
Customer Relationship Management (CRM, Customer Relationship Management) is proposed by Gartner Group that is defined as an information system that is established between the management and customers. Customer relationship management in the Internet age should be used to build a digital, real-time, interactive communication management system between enterprises and customers.
Customer relationship management contains the following:
Customer Overview, including customers, risk, hobbies, habits, etc. Customer loyalty analysis, refers to the faithfulness, persistence, changes in a product or commercial institution;
Customer Profit Analysis refers to the edge profit, total profit, net profit, etc. of the products consumed by different customers;
Customer Performance Analysis refers to sales of products consumed by different customers by species, channels, sales locations and other indicators;
Customer Future Analysis includes future development trends in the number, categories, etc., striving for customer means;
Customer Product Analysis (Product) includes product design, relevance, supply chain, etc .; Promotion includes advertising, publicity and other promotional activities.
Customer Promotion Analysis, including advertising, promotion, etc.
Total sentence, CRM is a marketing concept, and each industry is different because of the different customer groups, so universal CRM has never been able to appear.
