Today, the biggest challenge in all walks of life is: How to catch up with the rapidly changed technology trend and market transformation. In addition, the industry competition is becoming increasingly fierce, and the company must stand out, and must be able to create unique benefits, and customer service is often the biggest key to excellence. In order to establish a scientific system to manage customer relationships, CRM came into being.
Customer Relationship Management-CRM is another hot management information technology after Sales Force Automation -sfa. In recent years, this technological development is flourishing, and is well received by all walks of life, and the degree of popularity is comparable to WAP technology for telecommunications. It is no wonder that the Internet is swept globally, customer relationship management also tends to electronize, into the field of electronic customer relationship management (ECRM). The problem is whether ECRM is only the change in the name, or can it bring true benefits?
Technology development bottleneck
CRM software helps companies strengthen contacts with customers, and customers can make customers easily obtain the required information from all departments. The most important thing is to let enterprises to integrate old systems, carry business planning, programming and various pre-sales activities. The management program is merged into one. Of course, the industry's CRM software quality often has a difference and may not be able to fully reflect the above advantages. At the same time, the company has encountered more difficulties in the implementation of the CRM program and failed to obtain the expected return on investment. Market research institutions Gartner Group even predict that most of Asia's CRM project will not be successful. For the reason, the rapid transformation of the market is just a problem, but high system costs, and technology solutions and actual business need failed to cooperate with each other, all of the bottlenecks developed by CRM technology. Must cooperate with logistics systems
Since there is a lot of successful cases of CRM in Asia, why is the company eucked to ECRM? For companies that have never developed CRM, ECRM can act as a test stone to carry out customer relationship management, can also enhance its own online business development; for companies that have developed CRM but unsuccessful, ECRM just acts as another attempt.
In addition, many companies have installed some web application systems when they migrate to online. These online systems must integrate with other logistics systems to meet the real needs of customers. ECRM technology just fills the lack of this aspect. However, CRM suppliers often provide different parts of the ECRM system, causing many confusion. In many cases, companies need to comply with many software restrictions; there are also enterprises that only know the CRM operational migration online, and there is no practical development in the industry. This will be more harmful to the development of ECRM. Enterprises must carry out ECRM success and must adopt a comprehensive program provided by a single supplier. The program must penetrate the process management, CRM and enterprise application system integration, and become a complete full support. New solutions must be flexible
Flexibility is an important key to the ECRM program. The ECRM system must be able to reconfigure the company in response to market transformation, cater to business model changes to avoid traditional CRM schemes that have not been able to catch business development due to excessive installation time. As long as this strategy is used by a single supplier, companies can simplify ECRM development processes to avoid complicated procedures for designation during the period. Workflow management is an indispensable ring in the ECRM concept, because each part of the system must be properly connected to create greater benefits through the Internet to improve the relationship with customers, partners and suppliers through the Internet. Staffware ECRM is the world's first fully integrated ECRM application system, especially for today's rapidly changing market environment. New software coordinates each system
