I-CRM (Customer Relationship Management) yisistimu esiza ibhizinisi ekuphatheni nasekuhlaziyeni ukuxhumana namakhasimende abo. Ngokuhlanganisa i-Lead Management ne-CRM, ibhizinisi liyakwazi ukuhlanganisa yonke imininingwane yezinhloli endaweni eyodwa. Lokhu kunikeza isithombe esiphelele sohambo lwenhloli ngaphakathi kwebhizinisi. Kusukela isithakazelo sokuqala kuze kube usuku oluguqukayo lube ikhasimende, konke kurekhodwa ngokucophelela. Lokhu kuhlangana kusiza ukwenza izinqumo ezingcono, ukuthuthukisa ukusebenza kweqembu, nokwandisa ukuguqulwa kwezinhloli zibe amakhasimende.
Izinyathelo Ezibalulekile Ohlelweni Lokuphathwa Kwezinhloli Kwe-CRM
Kunezinyathelo eziningana ezibalulekile ezenza uhlelo oluphumelelayo lokuphathwa kwezinhloli. Okokuqala, ukuthwebula izinhloli. Lokhu kufaka wonke amaqhinga okudonsa izinhloli ezintsha. Kungaba ngamafomu kuwebhusayithi, izikhangiso ezikwi-inthanethi, imibukiso yezohwebo, noma ezinkundleni zokuxhumana. Inhloli ngayinye kufanele ibhaliswe ngokushesha nangendlela efanele. Lokhu kuqinisekisa ukuthi akukho mhloli olahlekile futhi imininingwane ibanjwa ngokushesha. Uhlelo lwe-CRM luyakwazi ukuhlanganisa le mininingwane evela emithonjeni ehlukene ibe indawo eyodwa.
Okwesibili, ukuhlela nokuhlunga izinhloli. Uma inhloli isibanjwe, ibhizinisi kumele liyihlole ukuze liqonde ukuthi iyilungele yini. Le nqubo, ebizwa ngokuthi i-Lead Qualification, ihlukanisa izinhloli ngokusho kwesimo sazo. lead management crm Inikeza isevisi enhle kakhulu Vakashela Iwebhusayithi yethu Idatha yokuthengisa ngocingo Kucatshangelwa izinto ezifana nesabelomali, igunya lokwenza izinqumo, nesidingo. I-CRM isebenzisa imithetho ehleliwe kanye nokuhlaziywa kwedatha ukuze ikwazi ukuhlukanisa izinhloli eziyivelakancane. Lokhu kusiza ukonga isikhathi nokusebenza kahle kweqembu labathengisi. Ngakho, bayakwazi ukugxila kulabo abanethuba elikhulu lokuthenga.
Okwesithathu, ukunakekela izinhloli. Kunqabakazana inhloli ethenga ngokushesha. Inqubo yokunakekela ihilela ukwakha ubudlelwano obuqinile. Lokhu kwenziwa ngokuthumela okuqukethwe okufanele, ukunikeza izimpendulo zemibuzo yabo, nokunikeza ulwazi oluyigugu. Kule nqubo, ukusebenzisa i-CRM kubaluleke kakhulu. Ingasebenzisa izimpendulo ezizenzakalelayo (automated responses) nezinhlelo zokuxhumana eziklanyelwe ngqo kumuntu. Lokhu kuqinisekisa ukuthi inhloli inakekelwa ngokuqhubekayo ngendlela efanele, iyandisa amathuba okuguqulwa.
Isithombe esiyingqayizivele sesihloko: Lead Management CRM
H4 I-CRM Ibenza Kanjani Uhlelo Lokuphathwa Kwezinhloli Luphumelele Kakhulu?
Ukuhlanganiswa kwe-Lead Management ne-CRM kuguqula indlela ibhizinisi elisebenza ngayo. Ngaphandle kwe-CRM, ukulandelela izinhloli kungenzeka kube nomsebenzi omningi. Abathengisi bangasebenzisa ama-spreadsheets noma amanothi angenasistimu. Lokhu kungadala ukulahleka kwemininingwane ebalulekile, ukungahambisani kahle kwezinyathelo, noma ukulahleka kwezinhloli ngokuphelele. I-CRM ikwenza konke kube lula ngokuhlinzeka ngethuluzi elilodwa elilawula yonke into. Wonke umuntu eqenjini uyakwazi ukubona ukuthi inhloli ikuphi, imlando wayo, kanye nezinyathelo ezilandelayo.
Ukuhlinzeka ngemininingwane ephakathi kweminyango kuyinzuzo enkulu ye-CRM. Amamnyango wezangaphandle (marketing) nabathengisi (sales) bangasebenzisana kahle. Amamnyango wezangaphandle angakwazi ukwabelana ngemininingwane yomkhankaso othile. Abathengisi bangabona ukuthi inhloli ivele kuphi nokuthi yikuphi okuqukethwe ekuthandayo. Leli lwazi liwavumela ukuba akhe amacebo afanele okuthengisa. Lokhu kubambisana kungandisa kakhulu amathuba okuvala isivumelwano.
Izithombe ezinhle ezibaluleke kakhulu kulolu hlelo
Ukusebenzisa izinhlelo ezizenzakalelayo (automation) kuyisici esibalulekile. I-CRM ingathumela ama-imeyili okulandelela ngokuzenzakalela lapho inhloli yenza isenzo esithile. Ingakwazi ukuhlela izingcingo ezizenzakalelayo noma izikhumbuzo zokwenza imisebenzi ethile. Lezi zinto zisiza kakhulu ekunciphiseni umsebenzi oyisidina. Zikuvumela ukuthi ugxile ekwakheni ubudlelwano obuqinile. Ukusebenzisa i-automation kuqinisekisa ukuthi akukho okushiywa ngemuva.
Ukunikeza izinqumo ezifanele ngokushesha kubaluleke kakhulu. I-CRM inikeza imibiko ehlaziya ukusebenza kwezinhloli ezithile. Ngokusebenzisa idatha, ungabona ukuthi imiphi imikhankaso ephumelela kakhulu. Ungakwazi ukubona ukuthi yiziphi izinhloli ezinethuba elikhulu lokuthenga. Lolu lwazi lukuvumela ukuba wazi ukuthi yikuphi lapho kufanele usebenzise khona isikhathi nemali yakho. Lokhu kwenza ibhizinisi lisebenze ngokuphumelelayo.
H6 Isithombe esiyingqayizivele sesihloko: CRM Benefits
Okunye Okubalulekile Okufanele Kucatshangelwe
Ngaphezu kokusebenza kahle, i-CRM ithuthukisa isipiliyoni samakhasimende. Ngokuphatha idatha yabo endaweni eyodwa, wonke umuntu oyilungu leqembu uyakwazi ukubona konke ukuxhumana okuke kwenzeka. Lokhu kufaka phakathi ama-imeyili, izingcingo, kanye nama-imeyili. Abathengisi bakwazi ukwenza ingxoxo engcono nezinakekelayo. Abadingi ukuphinda babuze imibuzo ephindaphindwayo. Lokhu kwakha ubudlelwano obuqotho phakathi kwebhizinisi nezinhloli.
Ukusebenzisa i-CRM kuphinde kuqinise ukuphathwa okuhle kwamaqembu. Umphathi angakwazi ukuqapha inqubekela phambili yomsebenzi wenhloli ngayinye. Ungakwazi ukubona ukuthi ngabe kukhona yini ababambezeleka. Lokhu kubalulekile ukuze kuqinisekiswe ukuthi izinhloli azilahleki. Ukusetshenziswa kwezinhlelo ezizenzakalelayo kusiza abaphathi ukuba banikeze imisebenzi ngokushesha. Abakwazi ukugxila ekuthuthukiseni isu.
Ukuphathwa kwezinhloli kungenzeka kube yisikhathi eside kakhulu. Ukusebenzisa i-CRM kuthuthukisa isikhathi. Kuveza idatha ebalulekile eyenza ukwazi ukuphatha kahle isikhathi sakho. Kukhona izinkinga eziningi ezingaba khona ngaphandle kwe-CRM. Isibonelo, ungalahlekelwa yimininingwane. Noma kungahle kube nokuxhumana okungahambisani kahle. I-CRM ikusiza ukugwema zonke lezo zinkinga.
Ngokuvamile, ukuphathwa kwezinhloli okuhle kuyadinga ukuvumelana phakathi kweminyango. Ngokusebenzisa i-CRM, ungakwazi ukuhlanganisa yonke iminyango. Kungaba amamnyango wezangaphandle, abathengisi, nabaxhumanisi bamakhasimende. Bonke bangasebenzisa isistimu efanayo. Lokhu kubasiza ukuba benze izinqumo ezinhle kakhulu. Lokhu kungasiza ibhizinisi ukuba likhule ngendlela eyingqayizivele.
Inqubo Yokukhetha I-CRM Efanele
Ukukhetha i-CRM efanele kuyisinqumo esibalulekile. Kufanele uqale ngokuqonda izidingo zebhizinisi lakho. Yiziphi izinhloli ozithola kakhulu? Hlobo luni lwemininingwane oludingayo? Okufanele kube nezici ezibalulekile ukuphatha oxhumana nabo, ukulandelela izinhloli, nokwenza izinhlelo ezizenzakalelayo. Abanye abahlinzeki be-CRM banikeza izici ezihlukahlukene. Kufanele uqhathanise izintengo nezinsizakalo.
Kufanele uqikelele ukuthi i-CRM oyikhethayo ingakhula nebhizinisi lakho. Uma uqala nge-CRM elula, kufanele uqikelele ukuthi ingasebenza kahle. Amabhizinisi amakhulu anezidingo ezihlukene kunalawo amancane. Badinga izinhlelo ezihlanganisiwe kakhulu. Kufanele wenze ucwaningo olujulile ngaphambi kokukhetha.
Ukusebenzisa i-CRM yakho ngendlela efanele kubaluleke kakhulu. Kufanele uqeqeshe kahle abasebenzi bakho. Bonke abasebenzi kufanele bakwazi ukusebenzisa i-CRM ngendlela efanele. Kumele kube khona inqubo ecacile yokufaka imininingwane. Ukwenza izimiso eziqondile kuqinisekisa ukuthi yonke imininingwane ifakwa ngendlela efanayo. Lokhu kwenza ukuhlaziya kwedatha kube lula.
Ukusebenzisa i-CRM kufanele kube yingxenye yamasiko ebhizinisi. Ukuhlinzeka ngokuqeqeshwa okuqhubekayo nokunikeza impendulo okuhle kusiza kakhulu. Lapho abasebenzi bejwayele ukusebenzisa i-CRM, izothuthukisa ukusebenza. Kuyinto ebaluleke kakhulu ukugcina imininingwane ihlanzekile. Imininingwane ehlanzekile ingakusiza ukwenza izinqumo ezinhle kakhulu.
Ukubaluleka Kwe-Analytics Nemininingwane Kwe-CRM
I-CRM inikeza amandla amakhulu okuhlaziya. Ungakwazi ukubona ukuthi imiphi imithombo yezinhloli ephumelela kakhulu. Ungakwazi ukubona ukuthi yimiphi imikhankaso ethola izinzuzo ezinkulu. Lolu lwazi lubalulekile. Lungakusiza ukuba uthathe izinqumo ezifanele ngemali yakho. Ungakwazi ukugxila emikhankasweni ekhombisa ukusebenza kahle.
Ukuqonda indlela izinhloli ezihamba ngayo kubalulekile. I-CRM ikunikeza indlela yokulandelela uhambo lwenhloli ngayinye. Kusukela isikhathi sokuqala kuze kube usuku oluguqukayo lube ikhasimende, konke kurekhodwa. Ungakwazi ukubona ukuthi yiziphi izinyathelo ezingcono. Ungakwazi ukubona ukuthi yiziphi izinyathelo eziyinkinga.
Ngokuhlaziya idatha, ungakwazi ukwenza izimpendulo zibe ezenzelwe umuntu ngamunye. Uma ubona ukuthi inhloli inesithakazelo esikhulu emkhiqizweni othile, ungakwazi ukuyinikeza ulwazi olufanele. Lokhu kungandisa amathuba okuguqulwa. Kukhona amathuluzi okuzenzakalela angakwenza lokhu ngokushesha. Lokhu kusindisa isikhathi.
I-CRM ingakusiza ukuqagela okuzayo. Ngokuhlaziya idatha yangaphambilini, ungakwazi ukuqonda izitayela. Ungakwazi ukuqagela ukuthi yiziphi izinhloli ezizoba amakhasimende. Ungakwazi ukwenza izinhlelo zokubheka izinhloli. Lokhu kusiza ukuphatha izinsiza zakho ngendlela ephumelelayo.
Ukuhlanganisa I-CRM Nezinsizakalo Ezihlanganisiwe
I-CRM ingahlanganiswa nezinhlelo eziningi. Kungaba izinhlelo ze-imeyili, izinhlelo zokuxhumana, noma izinhlelo zokukhokha. Ukuhlanganisa izinhlelo kunciphisa umsebenzi oyisidina. Kudlulisela ulwazi ngokuzenzakalela phakathi kwezinhlelo. Lokhu kuqinisekisa ukuthi imininingwane ihlala ivuselelwa.
Ukuhlanganisa izinhlelo kunika isithombe esiphelele. Abathengisi bakwazi ukubona umlando ophelele wenhloli. Lokhu kufaka phakathi ama-imeyili ayitholile, izikhangiso ezibonile, noma izinhlelo ezizenzakalelayo eziyithumele. Lokhu kubasiza ukuba baqale ingxoxo enengqondo. Kubasiza ukuba bangachithi isikhathi.
Esinye isici esibalulekile ukuqondana. I-CRM isiza ukuphatha ukusebenza kweqembu. Umphathi angakwazi ukubeka izinhloso. Angakwazi ukubona ukuthi yiziphi izinhloli eziyinkimbinkimbi. Lokhu kunikeza indlela yokuthuthukisa izinqubo.
Ukuphathwa okusebenzayo kwezinhloli kwenza ibhizinisi libe namandla. Ngaphandle kwesistimu efanele, izinhloli zingalahleka. Ungalahlekelwa inzuzo. I-CRM ingathuthukisa ukusebenza. Kungakwenza ibhizinisi lakho liqhubeke.
I-CRM Nokuphathwa Kwezinhloli: Isikhathi Esizayo
Isikhathi esizayo se-lead management sibukeka siyakhanya. Kukhona ukuthuthukiswa kwobuchwepheshe obuningi. I-Artificial Intelligence (AI) ne-machine learning zisebenza kakhulu. Ziyakwazi ukubona izinhloli ezinethuba elikhulu lokuguqulwa. Ziyakwazi ukuqagela ukuziphatha kwamakhasimende. Lokhu kusiza kakhulu ekwenzeni izinqumo ezifanele.
I-AI ingasiza ukwenza izinhlelo ezenzelwe umuntu ngamunye. Ingakwazi ukwenza ukuxhumana kube okungokomuntu siqu. Ingathumela izimpendulo ezifanele kumakhasimende. Lokhu kusindisa isikhathi. Lokhu kusiza ukuqinisa ubudlelwane.
Ukuthuthukiswa kwezinhlelo zokuzenzakalela kuzoqhubeka. Kuzoba lula ukwenza imisebenzi eyisidina. Kuzoba lula ukulawula ukusebenza kweqembu. I-CRM izoqhubeka ukwenza uhlelo lokuphathwa kwezinhloli lube lula. Kuzokwenza ibhizinisi likhule.
Kumele ibhizinisi liqhubeke lifunde. Kumele liqhubeke livumelane nezinguquko. Ukusebenzisa i-CRM kuzosiza kakhulu. Kuzokwenza ibhizinisi libe namandla. Kuzokwenza libe nekhono lokuncintisana.
Ukuphathwa kwezinhloli kwe-CRM kubalulekile. Akusona isidingo esincane. Kuyisistimu ebalulekile ekhuthaza ukukhula. I-CRM ingathuthukisa ukusebenza kahle kweqembu. Ingathuthukisa isipiliyoni samakhasimende. Ingakwazi ukwandisa inzuzo.
Ngokusebenzisa i-CRM, ungakwazi ukuhlela, ukuhlunga, nokunakekela izinhloli. Ungakwazi ukwenza izinqumo ezifanele. Ungakwazi ukugcina idatha yakho ihlanzekile. Ungakwazi ukwandisa amathuba okuvala isivumelwano. Ngakho-ke, ukusebenzisa i-CRM kufanele kube yingxenye yamasu akho amakhulu.