CRM in the field of services: is there a need?

The service sector is one of the main branches of social production, designed to be sensitive to the needs and demands of the population. The service market is considered together with the commodity market as one of its varieties, subject to the general laws of a market economy. At the same time, the service market has a number of features: high dynamism, territorial segmentation and local character, high rate of capital turnover due to a short production cycle, predominance of small and medium-sized enterprises in the production of services, individuality and non-standardization of services and technologies provided in many industries, uncertainty of the result in the provision of services. Managing a service sector enterprise and making the necessary decisions in field service business management software requires a large amount of information in this area.

The development of service markets, increased competition for customers give a new meaning to the activities of enterprises, require them to be oriented not only to public needs, but, above all, to the personal needs of a person. In this regard, the production of services, designed in its essence to serve the client, satisfying his urgent personal or corporate needs, becomes the main one for the management of modern organizations, its concepts, methods and techniques and determines competitive strategies based on the skills and abilities to provide high-quality service. With the transition of any market to the saturation phase, business priorities are shifted from the task of attracting new customers to the task of retaining existing ones, as well as expanding relations with them.

CRM was created to solve one big problem the management of the sales process. It solves this problem by automating the actions of managers and monitoring negotiations with clients. CRM creates a single space for communication of all company employees. For a manager, this is another additional tool for controlling subordinates.

In CRM, it is much easier to implement a corporate standard of work through templates, some of which are already built into the system. Standardization and automation of work processes can increase profits by increasing the speed of work and reducing the number of personnel. At the same time, inexperienced personnel can be hired for a number of positions. it is not difficult to teach how to work in CRM, and the work duties are “hardcoded” in templates. The CPM system is designed to help all members of the sales department. Usually this is a manager, his leader and the owner of the business. Let us examine what benefits all participants in the process will receive from the implementation of CRM.

The manager’s work will become transparent and efficient All requests from potential and regular customers will go to the manager from the CRM. You yourself determine which channels will be used to communicate with clients (feedback forms and widgets on the site, mail, phone, instant messengers, social networks). All customer information will be stored in a single database. Negotiations with clients will be displayed as deals. For every customer and every deal, the manager should always have the next task scheduled to move the deal through the funnel. If the manager forgot to schedule a task, then CRM will remind you of it. The manager will conduct all activities only through CRM and is obliged to save all information on clients in it. From the use of CRM, the manager will receive

Customer information is stored in one place. No need to clutter up the workplace with reminders, stickers and keep diaries. You do not have to look for the details and contacts of clients that were once written down on the knee.

Planning actions for clients. Calls, meetings, contacts are planned for each client. The system will prompt for which client the next action is not planned. You can call customers directly from the CRM.

Knowing at what stage of the sale the client is now. The system will remind you what the next action should be taken by the manager. Single space for storing information. Mail correspondence, telephone records, commercial offers, all this is stored in the CRM. The CRM system facilitates coordination among different departments by providing them with a common platform for interacting with customers, and gives each of them access to complete information about them, which contributes to the best customer satisfaction.

CRM-system helps to more accurately understand the needs of customers, reduce costs and increase sales of services. Practice shows that after the implementation of the system, administrative costs for sales and marketing are reduced due to the automation of routine processes. Therefore, when asked whether such software is needed, the answer is unequivocally yes. The main thing is to ask for help in trusted places such as

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