What functions should CRM customer management system have

According to the function survey of CRM software on the market by xingzhu.com, the functions of CRM software include customer management, contact management, time management, potential customer management, sales management, telemarketing, marketing management, telemarketing, customer service, etc. some software also includes call center, partnership management, business intelligence, knowledge management, e-commerce Business, etc. Next, let's take a look at what these features can do for us and bring to the enterprise.

1. Customer management. The main functions are: basic customer information; basic activities and activity history related to this customer; contact selection; order input and tracking; proposal and sales contract generation.

2. Contact management. Its main functions include: record, store and retrieve the contact profile; track the contact with customers, such as time, type, simple description, task, etc., and attach relevant documents; set the profile of internal organization of customers.

3. Time management. The main functions are: calendar; design appointment and activity plan, when there is conflict, the system will prompt; arrange events, such as to DOS, appointment, meeting, telephone, email, fax; memo; arrange team events; check the arrangement of other people in the team to avoid conflict; inform the relevant person of the arrangement of events; task list; notice / prompt; Notepad; email; fax 。

4. Lead management. Main functions include: recording, upgrading and allocating business leads; upgrading and allocating sales opportunities; tracking potential customers;

5. Sales management. The main functions include: organizing and browsing sales information, such as customer, business description, contact person, time, sales stage, business amount, possible end time, etc.; generating stage reports of each sales business, and giving information such as business stage, required time, possibility of success, evaluation of historical sales status, etc.; providing tactical and strategic support for sales business; and providing support for local sales business Domain (province, city, zip code, region, industry, related customer, contact person, etc.) for maintenance; the salesperson is assigned to a certain region and authorized; the region is reset; according to the profit, domain, priority, time, status and other standards, users can customize reports on the activities to be carried out, business, customer, contact person, appointment and other aspects; provide functions similar to BBS, users can sell The selling tips are pasted on the system, and you can also query some selling skills; manage selling expenses; manage selling commissions.

6. Telemarketing and telemarketing. The main functions include: phonebook; generating call list, and associating them with customers, contacts and business; assigning phone numbers to salesmen; recording phone details and arranging call back; draft of telemarketing content; phone recording, and giving a book writer at the same time, so that users can record; phone statistics and reporting; automatic dialing.

7. Marketing management. The main functions include: product and price configurator; in marketing activities (such as advertisement, mail, seminar, website, exhibition, etc.), it can obtain pre customized information support; it can associate marketing activities with business, customers and contacts; it can display the completion degree of tasks; it can provide functions similar to bulletin board, which can post, search and update marketing materials, so as to realize marketing documents Sharing of analysis reports, etc.; tracking specific events; arranging new events, such as seminars, meetings, etc., and adding information such as contracts, customers and sales representatives; writing letters, bulk mails, and establishing relationships with contracts, customers, contacts, businesses, etc.; mail merging; creating labels and envelopes.

8. Customer service. The main functions include: quick entry of service items; arrangement, scheduling and reallocation of service items; event upgrading; search and track events related to a business; generate event reports; service agreements and contracts; order management and tracking; database of problems and solutions.

9. Call center. The main functions include: incoming and outgoing call processing; Internet call back; call center operation management; softphone; phone transfer; routing; report statistics and analysis; management and analysis tools; automatic data transmission through fax, phone, email, printer, etc.; incoming and outgoing scheduling management.

10. Partnership management. The main functions include: setting access rights for company database information, partners access and update customer information, company database and documents related to channel activities by means of password login through standard web browser; partners can easily access sales opportunity information related to sales channels; partners use sales management tools and Opportunity management tools, such as sales methods, sales processes, etc., and use predefined and customized reports; product and price configurators.

11. Knowledge base management. The main functions include: display personalized information on the site; paste some files as attachments to contacts, customers, event profiles, etc.; document management; monitor competitors' Web sites, and report to users if changes are found; monitor web site changes according to user-defined keywords.

12. Business intelligence. The main functions include: predefined query and report; user customized query and report; SQL code that can see query and report; view potential customers and potential revenue of business in the form of report or chart; analyze the delivery path of potential customers and business through predefined chart tool; forecast and planning tool that transfers data to the third party; histogram and pie chart tool; system operation Line status display

13. E-commerce. The main functions include: personalized interface and service; website content management; storefront; order and business processing; sales space expansion; customer self-service; website operation analysis and report.

These functions basically cover the functions of current mainstream CRM customer management system. When selecting CRM system, you can select the most suitable enterprise according to the actual situation of your enterprise!