EDITORIAL
In today's view, the customer has become the company's most important resource. How to attract new customers and retain existing customers, it is something every business owners are most concerned about. Therefore, as connected customer, customer service information technology tools, CRM in the enterprise's daily operations, it is playing an increasingly important role.
However, the traditional PC-based CRM software complexity, closed, difficult to use, and thus causing the loss of corporate clients, revenue fell ...... Well, in today's mobile + social networking era, we in the end how CRM needs it?
Li Weiliang (moderator)
Today we invite everyone to chat sum Yang CRM topic. So, what is CRM it?
Yang Yongfeng
The concept of CRM, was first proposed by Gartner in 1999. CRM in English stands for Customer Relationship Management, translated into Chinese is the customer relationship management.
CRM is primarily a management framework that manages content, is the business generated from clients access to trade, then such a complete service of process. Through effective customer relationship management, enterprise marketing, sales and service personnel and customers can establish better interaction, providing customers with a better experience to help companies attract new customers, retain existing customers, existing customers will converted to loyal customers, and ultimately enhance the operational efficiency and sales performance.
We mentioned CRM Today, more often it refers to an information system, a management software. Traditional CRM systems, information technology aims to better support business operations in sales, marketing and customer service three departments dealing with customers. Through the CRM tool, you can achieve enterprise-acquisition process, and customer service process automation and digitization.
Since covering sales, marketing and customer service departments of the three business, so, CRM systems typically contain three major sections: sales automation, marketing automation, customer service automation. To this end, different software providers have developed many different CRM systems, to support one or more of the functional blocks. For specialized sales team provide support for a type of software, we put it called a unified sales force automation software, the English called SFA (Sales Force Automation). SFA brings to the enterprise's core value is that it can help companies get clues from market activities, with a single to turnover, automation and digitizing the entire process of payment and thereby help businesses significantly improve operational efficiency and sales performance .
Li Weiliang
As CRM enterprise information systems, experienced a kind of development? What are the main types occurred?
Yang Yongfeng
As we mentioned before, the concept of CRM is the last century 90's to put forward, and then still-PC era. At that time, represented with Siebel CRM systems, are deployed in the enterprise, running on the PC B / S software architecture.
To around 2010, cloud-based applications began to appear, the most typical representative is the Salesforce cloud CRM system. Cloud CRM has changed the traditional CRM software deployment and delivery methods, the CRM into a new era.
As technology advances, the most important thing is intelligent companion for mobile devices, mobile Internet has become the wave, bring to our work and life of a revolutionary change, people use software and work in the form of a scene change, mobile CRM software came into being, along with the wave of enterprise application software, also gained a new life.
Li Weiliang
Mobile + social arrival times for CRM which has brought challenges and opportunities?
Yang Yongfeng
With the popularity of mobile Internet, mobile phones and Pad gradually replace the PC, the Internet has become the people, the exchange of the first terminal. Mobile Internet has changed the way people live and work, but also changed the sales staff and outside of the enterprise connected with the communication. The user is king, supreme experience of the mobile Internet era, the traditional PC-based CRM system becomes increasingly burdensome and complex, can not meet the new requirements of the sales staff to work the scene and experience.
Sales team of staff is a group of companies to go out every day, their operating characteristics of the decision, they need a match with the mobile Internet era CRM tools than others. In this context, a number of new mobile CRM software vendor was born, and easy to sell is one of the most representative one.
Li Weiliang
Under this broad framework CRM, you have the layout of what?
Yang Yongfeng
In connection customers, our core product sales cloud, can help companies realize the full sales process automation management, thereby enhancing the efficiency of sales staff, to promote the growth of corporate sales.
In terms of connection cooperation partners, our partners in the cloud can help companies easily end mobile partner portals, social collaboration, opportunities filing, approval, and other special features, to fully exploit the potential of the channel, channel partners work together to share the success.
In terms of the construction of service system, easy to sell customer service cloud through a one-stop customer service platform to provide professional customer service knowledge base, service work order management, service quality management and many other features to help companies improve agent productivity and reduce customer service department cost, real-time control of service quality, enhance customer satisfaction.
Sales clouds, cloud partners, customer service and other cloud scene very sense of the product, greatly expand the boundaries of traditional CRM, CRM realized the transition from managing sales staff to manage customers, customer connection direction. Enterprise and customer interactions through the whole process of digital, intelligent, easy to sell products that help companies to dramatically improve customer satisfaction, and achieve sustainable business growth.
Li Weiliang
Currently it is used in what industry? What are success stories?
Yang Yongfeng
Has covered the media, education, internet, medical, SaaS services, FMCG, home improvement and many other industries, and has accumulated a large number of customer success stories, such as: Focus Media, China car, Nader, the East Branch and so on.
To Focus Media, for example, we helped the media companies came out from "Meet the Customer" to "negotiated end" six sales stages, and each stage of the task to refine, quantify, and then cured into sales results Easy CRM system implementation process reuse; use call sign, activity logging and performance and behavior analysis of daily sales activities of sales staff collected and analyzed, so that an accurate understanding of the management staff expertise, and targeted guidance; by with the original filing system enterprise docking, to achieve a rapid audit; by setting re-check mechanism to avoid duplication of entry opportunities; management through performance dashboards, information can keep abreast of the progress of the task is completed, work performance and other personnel. Easy successful application of CRM sales, has injected new impetus to this old media giant.
Li Weiliang
How to deploy? This deployment method What are the advantages?
Yang Yongfeng
As SaaS applications, and easy sales CRM unified deployment on the Amazon AWS cloud server located in China. SaaS-based cloud computing service model, bringing disruptive change in software deployment and delivery methods, has become the trend of enterprise software and services. SaaS model for enterprises which value? First, companies no longer need to purchase and install expensive computer hardware and software facilities, thereby greatly reducing the cost of ownership CRM software; second, pay-opened at any time use, the software implementation significantly shorten cycle times on the line; the first Third, upgrade software maintenance can be done quickly without the user's perception. Easy software sales almost every month a new line version of the update, users do not need additional expenses, you will be able to continue to enhance the feel and functionality of software experience strengthened.
Li Weiliang
How to adapt to different industries, demand difference between different enterprises, how to meet the individual needs of users?
Yang Yongfeng
Different industries, different types of business, its organizational structure, management methods and business processes are not the same. Moreover, with the continuous expansion of business scale, complexity growing customer relationship management, enterprise personalization demands will further increase. Therefore, a simple SaaS software can not completely meet the needs of customers, in this case, CRM's PaaS platform came into being.
Easy PaaS sales of CRM functions, modules, and the ability to process components, industrial customers according to their business characteristics and application scenarios flexibly combined to build a customized CRM applications.
In sales easily PaaS platform, users need only a simple configuration, to meet the individual needs of their own business; through visual drag and drop, customizable interface layout and functionality customized for employees; by custom workflows and triggers It is to meet large enterprise needs complex processes of customization; through open API interface, you can achieve other information such as CRM and ERP systems integration.
Launched PaaS platform is easy to sell the course of development a big leap, since then, sales have the ability to easily and technologically leading enterprise software giant international par.
Li Weiliang
The user data stored in the cloud server, able to ensure security?
Yang Yongfeng
Sales CRM is easy to rely on Amazon's AWS provide services for users, while Amazon is the world's leading cloud service providers, which in terms of disaster recovery, encryption transmission, prevention, etc. ***, self-built room than any professional should much higher. So, from this dimension is concerned, users need not worry about the cloud data loss problems.
At the same time, we have enough measures to ensure that users' data will not be compromised. First, we will sign a confidentiality agreement with the customer business, customers will not leak any data; the second, in the daily maintenance of the upgrade process, we will be completely isolated from development to test and production environments; and third, is easy to sell first awarded ISO20000, ISO27001 certification double and Ministry of industry and credible certification of mobile cloud CRM service provider, which allows us to perform data security standards, reached the highest level in the industry.
Modern cloud computing After ten years of development, has been gradually accepted by all, it has become an irreversible trend. Today we explore the cloud data security issues, like asking "money in the bank and at home which is more secure", the answer is self-evident.
Li Weiliang
Thank you, Yang share.