A CRM hatása a vállalati folyamatokra nem csupán technológiai kérdés, hanem stratégiai döntés. A folyamatok és a CRM szoftver közötti kapcsolat kulcsfontosságú a hatékony működéshez, az ügyfélközpontú szemlélethez és a hosszú távú növekedéshez..

"The concept of Customer Relationship Management (CRM) refers to the description of a company's processes towards its own partners. A CRM system is designed to support these processes and to store information about current and potential customers." - Wikipedia in Hungarian

The business processes determine the direction of development, which activities the CRM system should support, who the users are and what work they do.

Therefore, the CRM system must be adapted to the specificities of the industry and internal processes and support the usual workflow. A new application is a stressful situation for many people, who fear that they will find it difficult to do their job because the new system is different from the old one. After the introduction, no one should feel that their working conditions are now worse. If they do, the success of the project could be jeopardised by passive resistance to the software. This is when the common objection "we've been doing so well!"

Processes supported by the CRM system: recording customer data and customer relationships, managing business opportunities, sales and customer service, reports and analysis.

During the development process, there is often a need to complement the CRM system with other activities. These are not originally part of the traditional CRM system processes. Thus, our software is often extended with other functions such as assigning tasks, sending internal messages, stock management, asset management, etc.

CRM systems cannot work in isolation, they must be linked to other software. These can be: webshop, billing and accounting software, call-centre, banking interface or other applications.

Industry specific processes

At first glance, the way companies operate is very similar, as the basic processes are generally the same. However, due to industry specificities or established business cultures, there may be significant differences in the details, which is why customisation is necessary. We therefore take care that the newly developed CRM system maps the specific processes and unique needs of the industry. This makes it as easy as possible for employees to get up and running with the new tool. This is the only way to ensure that the software is also useful for the company's managers. It is essential to ensure transparency of processes, to preserve customer data, to improve traceability and efficiency. These

CRM és a folyamatok integrációja

Folyamatok és integráció

A CRM rendszer akkor működik igazán hatékonyan, ha szorosan integrálódik a vállalat többi rendszerével: Marketing automatizációs platformokkal való összekötés révén célzott kampányokat indíthatunk az ügyféladatok alapján. ERP rendszerekkel való összekapcsolás révén a pénzügyi és logisztikai adatok is elérhetők. Projektmenedzsment eszközökkel való integráció segíti az ügyfélprojektek nyomon követését.

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FAQ

További informácit találhat a kisvállalati egyedi CRM i szoftverekkel kapcsolatosan a GYIK oldalon.