Kusukela esiphithiphithini kuya ekuhleleni: Izibonelo ze-CRM ezisindise amabhizinisi onqenqemeni lokuwa

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Kusukela esiphithiphithini kuya ekuhleleni: Izibonelo ze-CRM ezisindise amabhizinisi onqenqemeni lokuwa

Isingeniso: Inguquko ye-CRM ezinkampanini ezisemaphethelweni

Ezweni lanamuhla lebhizinisi elisheshayo, umehluko phakathi kwempumelelo nokwehluleka uvame ukuncika ekhonweni lenkampani lokuphatha ubudlelwano bayo namakhasimende ngempumelelo. Yilapho isofthiwe ye -CRM (Customer Relationship Management) ingena khona, ithuluzi eliye labonakala liyindlela yokuphila yamabhizinisi amaningi aseduze nokuwa. Lesi sihloko sizokuhambisa ngezibonelo eziyishumi eziphefumulelayo ze-CRM eziguqule izinkampani eziseduze nokuhluleka zaba izindaba zempumelelo ezimangalisayo.

Sizobona ukuthi lezi zinkampani, ezibhekane nezinselelo ezibonakala zingenakunqotshwa, zikwazi kanjani ukuguqula isimo sazo sibonga ukuqaliswa kwezinhlelo ze-CRM ngamasu. Kusukela ekuqalisweni okuncane kuya ezinkampanini zamazwe ngamazwe, lezi zimo zibonisa amandla okuguqula okuphathwa kahle kobudlelwane bamakhasimende.

Izibonelo ze-CRM: Izindaba Zempumelelo Ezishintsha Umdlalo

1. Ukuvuswa kweketango lezitolo elinciphayo

Isitolo sezingubo esidumile sasisesimweni esibi kakhulu, ukuthengiswa kwezimpahla kwehla kanye nenani lamakhasimende lincipha. Ukusebenzisa i-Zoho CRM kwaphawula ushintsho endleleni yayo.

Lolu hlelo lubavumele ukuthi:

• Hlukanisa isisekelo samakhasimende akho ngokunemba kokuhlinzwa
• Yenza kube ngokwakho imikhankaso yokumaketha ngokusekelwe kulokho akuthandayo kanye nemikhuba yokuthenga
• Thuthukisa isevisi yamakhasimende ngokulandelelwa okuningiliziwe kokuxhumana ngakunye

Umphumela wawumangalisa: ezinyangeni eziyisithupha nje, ukuthengiswa kukhuphuke ngo-35%, futhi izinga lokugcinwa kwamakhasimende lisuka ku-20% laya ku-65%. Iketango aligcinanga ngokugwema ukuqothuka, kodwa futhi lizibeke njengomholi ekuhlangenwe nakho kwamakhasimende emkhakheni walo.

Isihluthulelo sempumelelo bekuyikhono le-CRM lokuhlinzeka ngombono ophelele wekhasimende ngalinye. Abathengisi bangafinyelela ngokushesha umlando wokuthenga, izintandokazi kanye nezikhalazo zangaphambilini, okubavumela ukuthi banikeze isevisi yomuntu siqu futhi balindele izidingo zamakhasimende.

2. Ukusungulwa kabusha kwenkampani yesoftware ye-B2B

Inkampani yesofthiwe ye-B2B yayilahlekelwa amakhasimende ngesivinini esikhulu ngenxa yenkonzo yamakhasimende engemihle kanye nokuntuleka kokulandelwa kwangemva kokuthengisa. Ukusebenzisa i-Beneleit CRM kwayishintsha ngokuphelele indlela yayo yokusebenza kwamakhasimende.

I-CRM ibavumele ukuthi:

• Ukulandelela ngokuzenzakalelayo ngemva kokuthengisa
• Dala uhlelo lwamathikithi ukuze ulawule izigameko ngendlela efanele
• Sebenzisa uhlelo lokwethembeka olusekelwe ekusetshenzisweni kwesofthiwe

Esikhathini esingaphansi konyaka, izinga lokuhwebelana kwamakhasimende lehliswe ngo-70%, futhi ukuthengisa ngokuphambanayo kukhuphuke ngo-50%. Inkampani isuke ekubeni senqenqemeni lokuqothuka yaba ibhentshimakhi ekwanelisekeni kwamakhasimende embonini yesoftware ye-B2B. I-CRM Beneleit ingesinye sezibonelo ze-CRM ezimele kakhulu.

I-Beneleit CRM ayigcinanga nje ngokuthuthukisa ukugcinwa kwamakhasimende kodwa futhi yandisa kakhulu ukusebenza kahle. Izikhathi zokuphendula ezigamekweni zancishiswa kusukela ezinsukwini kuya emahoreni, futhi ithimba lokuthengisa lakwazi ukuhlonza nokusizakala ngamathuba okuthengisa ngobuningi kanye nokuthengisa ngobuningi okwakungabonwa ngaphambilini.

3. Ukuguqulwa kwenkampani yezokuvakasha yendabuko

I-ejensi yokuhamba enomlando wamashumi eminyaka yayibhekene nokuphelelwa yisikhathi enkathini yedijithali. Ukwamukela isofthiwe ye-CRM ekhethekile emkhakheni wezokuvakasha kwaba usizo lwayo lokusindisa.

I-CRM ivumele i-ejensi ukuthi:

• Dala amaphrofayili ekhasimende anemininingwane, okuhlanganisa nokuncamelayo kohambo
• Thumela ngokuzenzakalelayo okunikezwayo komuntu siqu okusekelwe emlandweni wokuvakasha
• Sebenzisa isistimu yokuncoma esekelwe kubuhlakani bokwenziwa

Umthelela ubushesha futhi ubalulekile. Ukubhukha ku-inthanethi kunyuke ngo-150% kwikota yokuqala ngemva kokuqaliswa, futhi ukwaneliseka kwamakhasimende kwafinyelela emazingeni amarekhodi. I-ejensi ayisindanga nje kuphela ekusongelweni kwezinkundla zokubhukha ku-inthanethi, kodwa yazisungula kabusha njengomeluleki wezokuvakasha oqondene nomuntu siqu futhi othuthuke kakhulu kwezobuchwepheshe.

I-CRM yaba ubuchopho obumaphakathi bokusebenza, okuvumela ama-travel agents ukuthi anikeze isevisi yomuntu siqu kakhulu. Isibonelo, bangase baphakamise izindawo okuyiwa kuzo ngokususelwe kokuncanyelwayo kwekhasimende kwangaphambilini, noma bazise ngokunikezwayo okukhethekile okufanelana kahle nezintshisekelo zomuntu ngamunye zomhambi.

4. Ukuzalwa kabusha kwenkampani ekhiqizayo

Inkampani yokukhiqiza ephakathi nendawo yayilahlekelwa yizimbangi ezisheshayo nezithuthukile kwezobuchwepheshe. Ukusebenzisa i-Zoho CRM akuvuselelanga nje kuphela imisebenzi yayo yokuthengisa nokumaketha kodwa futhi kwaguqula nochungechunge lwayo lokuhlinzeka.

I-CRM ibavumele ukuthi:

• Hlanganisa idatha yokuthengisa, yokukhiqiza kanye neyokwenziwa kwenkundla eyodwa
• Sebenzisa uhlelo lokubikezela isidingo esisekelwe ekuhlaziyweni komlando wedatha
• Thuthukisa ukuxhumana phakathi kweminyango yokuthengisa, yokukhiqiza kanye nenkonzo yamakhasimende

Imiphumela yayimangaza: ukusebenza kahle kokukhiqiza kukhuphuke ngo-40%, izikhathi zokulethwa zehliswa ngo-60%, nokwaneliseka kwamakhasimende kwanda. Le nkampani yasuka ekubeni onqenqemeni lokuqothuka yaba umholi wokuqamba izinto ezintsha emkhakheni wayo.

I-Zoho CRM yaba yisisekelo soguquko oluphelele lwedijithali. Ngokuba nombono ohlangene womjikelezo wokuphila komkhiqizo wonke, kusukela ekuthengisweni kuya ekulethweni nasekuhlinzekweni ngemuva kokuthengisa, inkampani yakwazi ukwenza ngcono zonke izigaba zenqubo, yanciphisa izindleko futhi yathuthukisa ulwazi lwamakhasimende. I-Zoho CRM ingenye isibonelo sohlelo lwe-CRM okufanele icatshangelwe.

5. Ukusungulwa kabusha kwendlu yokushicilela enkathini yedijithali

Umshicileli wendabuko wabhekana nokuphazamiseka kwedijithali kanye nokwehla okukhulu kokuthengiswa kwezincwadi ezibonakalayo. Ukusebenzisa isofthiwe ye-CRM ekhethekile embonini yokushicilela kwakubalulekile ekusindeni kwayo kanye nempumelelo yayo eyalandela.

I-CRM ivumele umshicileli ukuthi:

• Dala amaphrofayili omfundi anemininingwane, okuhlanganisa izinhlobo ezikhethwayo nezindlela zokufunda
• Sebenzisa imikhankaso yokumaketha ehlukaniswe kakhulu
• Dala isu lokuqukethwe komuntu siqu kanye nezincomo zebhuku

Ngonyaka owodwa nje, ukuthengiswa kwe-e-book kwaphindeka kane, futhi umshicileli wethula ngempumelelo inkundla yokubhaliselwe ukufunda. Le nkampani ayizange igweme kuphela ukuvalwa, kodwa futhi yazibeka njengomholi ekushintsheni kwedijithali komkhakha wokushicilela.

I-CRM isiyithuluzi elibalulekile lokuqonda nokulindela izitayela zemakethe. Isibonelo, ngokuhlaziya amaphethini okufunda nezibuyekezo zabasebenzisi, umshicileli ukwazile ukulungisa isu lakhe lokuthola izihloko ezintsha, egxile ezinhlotsheni nababhali abanamandla amakhulu empumelelo.

6. Ukutholwa kwenkampani yezokuxhumana

Inkampani yezokuxhumana yayilahlekelwa amakhasimende ngesivinini esikhulu ngenxa yenkonzo yamakhasimende engemihle kanye nokuntuleka kokwenziwa ngokwezifiso kwezipesheli zayo. Ukusebenzisa i-Beneleit CRM kwaphawula ukuqala kokululama kwayo.

I-CRM ibavumele ukuthi:

• Hlanganisa idatha yekhasimende evela eziteshini eziningi (ifoni, ingxoxo, i-imeyili, inkundla yezokuxhumana)
• Sebenzisa isistimu yesevisi yekhasimende ye-omnichannel
• Dala okunikezwayo komuntu siqu okusekelwe ekusetshenzisweni kwekhasimende ngalinye kanye nezintandokazi

Imiphumela ibihlaba umxhwele: izinga lokushintshashintsha kwamakhasimende lehle ngo-40%, ukwaneliseka kwamakhasimende kwenyuke ngo-60%, kanti imali engenayo ikhasimende ngalinye ikhule ngo-25%. Le nkampani yasuka ekubeni yisibonelo senkonzo engeyinhle yaya ekubeni isisekelo solwazi lwamakhasimende emkhakheni wezokuxhumana.

I-CRM kaBeneleit ayigcinanga nje ngokuthuthukisa ukugcinwa kwamakhasimende kodwa futhi yathuthukisa ukuthengiswa okuxubile kanye nokuthengiswa okukhulisiwe. Ngokuba nombono ophelele womlando nezidingo zamakhasimende ngamunye, ama-ejenti anganikeza izinhlelo nezinsizakalo ezengeziwe ezinezela ngempela inani, okuholela ekukhuleni okukhulu kwemali engenayo emaphakathi ngomsebenzisi ngamunye (i-ARPU). I-CRM kaBeneleit iphakathi kwezibonelo eziphezulu zezinhlelo ze-CRM ezihamba phambili.

7. Ukuguqulwa kwefemu encane yamasevisi ochwepheshe

Inkampani encane yokubonisana yayilwela ukuhlala iqinile emakethe encintisana kakhulu. Ukwamukela isofthiwe ye-CRM elungiselelwe izidingo zayo ezithile kwaba yimbangela yokuguqulwa kwayo.

I-CRM ivumele inkampani ukuthi:

• Yenza ngokuzenzakalelayo ukuhola nethuba lokulandela
• Ukuqalisa uhlelo oludidiyelwe lokuphatha amaphrojekthi
• Thuthukisa ukusebenzisana kwangaphakathi nokwabelana ngolwazi

Esikhathini esingaphansi konyaka, ukukhiqiza kweqembu kukhuphuke ngo-35%, izinga lokuguqulwa komthofu laba ngcono ngo-50%, nokwaneliseka kwamakhasimende kwafinyelela emazingeni arekhodiwe. Le nkampani ayigcinanga ngokugwema ukuvalwa, kodwa yaphinda kabili ubukhulu bayo futhi yanda ezimakethe ezintsha.

I-CRM yaba isikhungo semizwa sokusebenza, okuvumela inkampani ukuthi inikeze isevisi eshesha kakhulu futhi eqondene nomuntu. Isibonelo, ngokuba nokufinyelela okusheshayo kumlando ophelele weklayenti ngalinye, abeluleki bangalungiselela kangcono imihlangano futhi banikeze izixazululo eziqondaniswe kakhulu nezidingo eziqondile zeklayenti ngalinye.

8. Ukusungulwa kabusha kwenkampani ye-e-commerce

Isitolo semfashini esiku-inthanethi sasilahlekelwa yizinkampani ezinkulu zezentengiselwano ze-inthanethi kanye nabathengisi abakhethekile. Ukusebenzisa i-Zoho CRM kwakuyisihluthulelo sokuvuka kwayo kabusha.

I-CRM ibavumele ukuthi:

• Yenza kube ngokwakho ukuzizwisa kokuthenga ngokusekelwe emlandweni wekhasimende kanye nezintandokazi
• Sebenzisa imikhankaso yokumaketha kabusha ephumelela kakhulu
• Thuthukisa isevisi yangemuva kokuthengisa ngokulandela okuzenzakalelayo

Imiphumela yayimangalisa: ukuthengiswa kukhuphuke ngo-80% ezinyangeni eziyisithupha, izinga lokushiywa kwenqola lehla ngo-40%, futhi ukuthenga okuphindaphindiwe kukhuphuke ngo-65%. Lesi sitolo sisuke ekubeni senqenqemeni lokuvalwa saba yindaba eyimpumelelo emhlabeni wokuncintisana wezentengiselwano zemfashini.

I-Zoho CRM , enye yezibonelo ezihamba phambili ze-CRM emakethe, ayithuthukisanga nje kuphela ukuthengisa kodwa futhi iguqule ulwazi lwamakhasimende. Isibonelo, uhlelo lungancoma imikhiqizo ngokusekelwe ekuthengeni kwangaphambilini kanye nezintandokazi zesitayela, okudala ulwazi lokuthenga oluqondene nomuntu siqu noluhehayo.

9. Ukuvuselela inkampani yezinkonzo zezezimali

Inkampani yezinsizakalo zezimali yayilahlekelwa amakhasimende ngenxa yezinqubo ezihamba kancane kanye nokuntuleka kokwenziwa ngokwezifiso kwezinsizakalo zayo. Ukwamukela i-Beneleit CRM kwaba yinguquko endleleni yayo.

I-CRM ivumele inkampani ukuthi:

• Dala amaphrofayili ezezimali anemininingwane yeklayenti ngalinye
• Yenza ngokuzenzakalelayo ukugunyazwa kanye nezinqubo zokulawula ubungozi
• Sebenzisa uhlelo oluqondene nawe lokweluleka ngezezimali

Ngonyaka owodwa, inkampani ikwazile ukunciphisa izikhathi zokucubungula ngo-70%, yandisa ukugcinwa kwamakhasimende ngo-45%, futhi yandisa iphothifoliyo yomkhiqizo wekhasimende ngalinye ngama-30%. Inkampani isuke ekubeni engcupheni yokungenelela okulawulwayo yaze yaqashelwa njengomholi ekusungulweni kwezimali.

I-CRM kaBeneleit yaba ithuluzi eliyisisekelo lokwenza izinqumo ezisekelwe kudatha. Isibonelo, ngokuhlaziya ukusetshenziswa kwemali kwamakhasimende kanye namaphethini okonga, inkampani yakwazi ukuthuthukisa imikhiqizo emisha yezezimali efanelana kahle nezidingo zezigaba ezahlukene zamakhasimende.

10. Ukusungulwa kabusha kochungechunge lwezindawo zokudlela

Uchungechunge lwezindawo zokudlela oluqhutshwa ngumndeni lwalulahlekelwa isabelo semakethe ngenxa yabancintisani abasha nabanamuhla. Ukusebenzisa isofthiwe ye-CRM ekhethekile embonini yokungenisa izihambi kwaphawula ukuqala kokusungulwa kwayo kabusha.

I-CRM ivumele iketango ukuthi:

• Dala amaphrofayili ekhasimende anemininingwane, okuhlanganisa izintandokazi zokudla kanye nezikhathi zokuvakasha
• Sebenzisa uhlelo lokwethembeka komuntu siqu
• Lungiselela i-inventory kanye nokuphathwa kwemenyu ngokusekelwe kudatha yokusetshenziswa

Imiphumela ibihlaba umxhwele: ukuvama kokuvakasha kukhuphuke ngo-40%, ukusetshenziswa kwemali okumaphakathi kwekhasimende ngalinye kukhule ngo-25%, nokwaneliseka kwamakhasimende kwafinyelela emazingeni amarekhodi. Iketanga aligcinanga ngokugwema ukuvala izitolo, kodwa futhi laqala ukwanda okunolaka.

I-CRM isiyithuluzi elibalulekile lokuqonda nokulindela izidingo zamakhasimende. Isibonelo, ngokuhlaziya amaphethini oku-oda, uchungechunge lukwazile ukulungisa amamenyu alo kanye nezipesheli ezinikezwayo ukuze kwandiswe ukwaneliseka kwamakhasimende kanye nenzuzo.

Imibuzo Evame Ukubuzwa Ngezibonelo ze-CRM

Iyini ngempela i-CRM futhi isebenza kanjani?

Uhlelo lwe-CRM (Ukuphathwa Kobudlelwano Namakhasimende) luvumela izinkampani ukuphatha nokuhlaziya ukusebenzisana namakhasimende amanje kanye namakhasimende angaba khona. Lusebenza ngokuhlanganisa ulwazi lwamakhasimende, ukwenza izinqubo zokuthengisa nokumaketha ngokuzenzakalela, kanye nokunikeza ukuhlaziywa kwedatha ukuthuthukisa ubudlelwano namakhasimende nokwandisa ukuthengisa.

Yiziphi izinzuzo eziyinhloko zokuqalisa i-CRM?

Izinzuzo ezibalulekile zifaka ukuphathwa kobudlelwano bekhasimende okuthuthukisiwe, ukuthengisa okukhulisiwe, ukugcinwa kwekhasimende okuthuthukisiwe, inqubo yokuzenzakalela, ukuthathwa kwezinqumo okuqhutshwa idatha, kanye nokubuka okuhlangene kwekhasimende kuyo yonke inhlangano.

Yiziphi izinhlobo zezinkampani ezingazuza ku-CRM?

Cishe noma yiliphi ibhizinisi elisebenzisana namakhasimende lingazuza ku-CRM. Lokhu kufaka phakathi yonke into kusukela kwabaqalayo abancane kuya ezinkampanini ezinkulu, emikhakheni eyahlukene njengezitolo, izinsiza zobuchwepheshe, ezokukhiqiza, ezobuchwepheshe, ezezimali, nokunye.

Kuthatha isikhathi esingakanani ukubona imiphumela ngemuva kokusebenzisa i-CRM?

Isikhathi sokubona imiphumela singahluka, kodwa izinkampani eziningi ziqala ukubona ukuthuthukiswa okuphawulekayo ezinyangeni ezingu-3-6. Nokho, ukuqaliswa ngempumelelo kwe-CRM kuyinqubo eqhubekayo engaqhubeka nokuletha izinzuzo zesikhathi eside.

Inkampani ikhetha kanjani i-CRM efanele ngezidingo zayo?

Ukukhetha i-CRM efanele kuncike ezintweni ezimbalwa, okuhlanganisa usayizi wenkampani, imboni, izidingo ezithile, isabelomali, namandla obuchwepheshe. Kubalulekile ukuhlola izinketho ezihlukene, ucabangele ukukala, futhi ngokunokwenzeka wenze ukuhlola komshayeli ngaphambi kokwenza isinqumo sokugcina.

Yiziphi izinselelo ezijwayelekile izinkampani ezibhekana nazo uma zisebenzisa i-CRM?

Izinselelo ezijwayelekile zihlanganisa ukumelana nabasebenzi ekushintsheni, ukuhlanganiswa nezinhlelo ezikhona, ukuhlanzwa kwedatha nokufuduka, ukuqeqeshwa kwabasebenzi, nokwenza ngendlela oyifisayo uhlelo ukuze lulingane nezinqubo ezithile zenkampani.