CRM Strategy

CRM Benefits
May 16, 2019
Features of CRM
May 16, 2019
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CRM Strategy



The purpose of building a CRM strategy system  is to focus and improve customer knowledge. Use this knowledge to improve and maintain long-term customer interaction. Determining the factors that influence CRM strategy will help improve each of the last factors that increase the ultimate efficiency of CRM strategy.

Is a strategy to enable organizations to approach and speak with clients in a deliberate and powerful way. Manage customer information such as:

  • Account information,
  • Need,
  • Contact,
  • Other problems

9 benefits when implementing CRM strategy

  • Complete business processes
  • Build customer database
  • Improve the efficiency of processing customer information
  • Enhance sharing updates
  • Evaluate the work efficiency accurately
  • Solving conflicts between businesses and customers
  • Increase profits – Reduce costs
  • Contribute to building company image
  • Help management make decisions through analysis and statistics

The factors that directly affect CRM strategy

CRM strategy consists of 3 basic elements:

Business strategy
Customer strategy
CRM strategy

Business strategy

In general, business strategy is the way to create values. It is like a model that helps businesses identify opportunities to bring value to customers and turn it into profit.

In the business strategy, businesses need to identify the following details to serve as the basis for building a CRM strategy :

  • Industry analysis
  • Industry analysis will be based on the following criteria:
  • Opportunities and potentials
  • Power of buyers and sellers
  • Risk of replacement products
  • Collaboration ability
  • Analyze competitors
  • Effect of technology

One factor that will affect customer strategy and customer relationship management strategy.

Please consider some strategies related to developing CRM strategies such as:

  • Price strategy
  • Product strategy

These strategies will affect the positioning of businesses in the market.

Customer strategy

Thanks to the business strategy, we will know:

  • Which industry is involved in
  • Serve any customer object
  • What is the positioning of a business in the market?
  • Pursuing any strategy to fight market share

Customer characteristics are in the segment

Each customer will have a different approach and relationship management. Customers can be distributors, agents or end consumers.

Dividing potential customers into small groups with great definition according to market characteristics.

  • B2B businesses will be a bit more special. Those are business organizations. So it is possible to segment according to criteria such as: industry, type of service, …
  • Businesses of B2C form can segment by age, gender, geography, potential profit, loyalty, ..

Marketing strategy

Identify businesses to implement marketing in style:

  • Mass Marketing
  • One-to-one Marketing

Even if a good market segment can do ” Mass Customization Marketing ” (this is also a marketing style full of advantages and strengths of the two ways of marketing.

CRM strategy

Business strategy and customer strategy are two basic elements in CRM strategy . There are 4 levels to grow your customers.

Level 1: “Product-based sales”

In this way, the business will focus on products, distribution channels and completely disregard customers.

Level 2: provide additional services and support to customers

At this time, businesses will start to focus more on supporting customers. There is also a distinction between customers. Enterprises can choose to build call center systems, build simple customer management systems, carry out sales and marketing automatically.

Level 3: Customer information is more and more detailed and quality

Enterprises can implement customer-based marketing strategies and customers’ real needs to build customer loyalty with the product.

Enterprises will build detailed customer information and behavior management systems to ensure more understanding of customers.

In this level, businesses have some of the following activities:

  • Evaluate customer potential,
  • Reaction of competitors,
  • Managing customer loyalty,
  • Managing possible risks

In order to do the above, businesses need to carefully analyze customers in their segments. Bringing different benefits to customers.

Level 4: personalization

This can be considered as the ultimate goal when deploying a CRM strategy system. Each customer will be treated differently and get different values. There are a number of things that businesses need to do at this stage:

  • One-to-one Marketing
  • Phone system integration (telephone exchange)
  • Automated sales process
  • Manage customer-related activities (CRM)

Integration Of CRM And ERP.

The tight integration between CRM and manufacturing ERP will bring immediate growth of sales performance to the enterprise, also an opportunity to comprehensively improve the management level and methods of the enterprise. Changing the current situation of the internal management of the enterprise, thereby enhancing the core competitiveness of the enterprise. , bringing the greatest profit.

The leaders of most modern companies are seriously thinking about automating workflows. But the main difficulty in this is the lack of experience, understanding of business processes and the features of the work of CRM & ERP.

The system greatly simplifies the internal life of the enterprise with its proper implementation and use. Hence, for small organizations that sell their own products, CRM alone is sufficient. Whereas huge enterprises seeking total automation, the best option is ERP. Even though ERP system cost is higher still it guarantees to provide long-term management of the enterprise.

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