Indlela i-CRM ye-Ecommerce eNzuzisa ngayo i-B2B kunye ne-B2C yamashishini

I-B2B ye-B2C ye-Ecommerce ye-CRM yeeNzuzo

Utshintsho olubalulekileyo ekuziphatheni kwabathengi luchaphazele amashishini amaninzi kule minyaka yamva nje, kodwa icandelo le-ecommerce liye labethwa kakhulu. Abathengi abanolwazi ngeDijithali baye batsaleleka kwindlela eyenzelwe umntu, amava okuthenga angachukumisiyo, kunye nonxibelelwano lwamajelo amaninzi.

Ezi zinto zityhala abathengisi be-intanethi ukuba bamkele iinkqubo ezongezelelweyo zokubancedisa ekulawuleni ubudlelwane babathengi kunye nokuqinisekisa amava omntu ebusweni bokhuphiswano oluqatha.

Kwimeko yabathengi abatsha, kuyafuneka ukulinganisa iimfuno zabo kunye nezinto abazikhethayo kwaye usekwe uqhagamshelo lomntu siqu ukunqanda ukubenza batsaleleke kwabo bakhuphisana nabo. Ngexesha elifanayo, ukufumanisa ukuthenga kwabo, ukubukela kunye nokuthenga imbali kunceda ukubonelela ngeengcebiso ezifanelekileyo kunye nokuqinisekisa ukugcinwa kwabo. Konke oku kufuna ukuqokelela, ukugcinwa, ukusetyenzwa, ungqamaniso, nokulawula isixa esikhulu sedatha yabathengi.

Esinye sezisombululo ezifanele ukuqwalaselwa yi ulawulo oludibene nabathengi system, okanye CRM kufuphi.

Malunga ne-91% yamashishini anabasebenzi abali-10+ abasebenzisa iiCRM ekuhambeni komsebenzi wabo.

Uphando oluKhulu ngokujonga

Iinkampani ezinobungakanani obahlukeneyo ziphumeza I-CRM yorhwebo ngokuba:

  • Ukuzenzekela kolawulo lwabathengi
  • Ukwenziwa konxibelelwano lwamajelo amaninzi
  • Ukwakha umfanekiso opheleleyo womthengi
  • Ukuthengisa kunye nenkqubo yenkonzo automation
  • Ukuyila iziko lolawulo lomthengi omnye ukwenzela ukubonakala kwedatha kumasebe ahlukeneyo

Indlela Izisombululo zeCRM ze-Ecommerce ezinokuhlangabezana ngayo neemfuno zeShishini lakho

Ii-CRM ziqhelekile izisombululo ezipheleleyo ezifakwe kuyilo lwe-ecommerce ukuze kuhlangatyezwane nezi mfuno zilandelayo:

  1. Iimfuno zokusebenza -Ulawulo olusebenzayo lwabathengi kunomngeni kwaye, kwiimeko ezininzi, akunakwenzeka ngaphandle kwedatha enye ethembekileyo. Ngenxa yoko, amashishini arhweba kwi-intanethi abhenela ekusekweni kweenkqubo zeCRM ukudibanisa iindawo ezininzi zokucofa ukuze kuhlanganiswe ulwazi lwabathengi kwindawo yokugcina idatha kunye nokuqinisekisa ukufikelela kwedatha okungathintelekiyo kumasebe ohlukeneyo.
  2. Iimfuno zohlalutyo -Ii-CRMs zinokusebenzisa idatha eqokelelweyo ukwenza ingqiqo malunga nokwenza izigqibo ezinolwazi. Inkqubo isebenzisa idatha eqokelelweyo yemali kunye nentengiso yabathengi njengemibuzo yokukhangela, iimbono, kunye nembali yokuthenga ukwenza iiprofayili ezicacileyo, ukuziphatha kwangaphambili, ukuvelisa iingcebiso, ukwandisa ukwaneliseka kwabathengi, kunye nokuvumela ukuthengisa kunye nokuthengisa.
  3. Iimfuno zentsebenziswano - Ukuqhawulwa kwamasebe kunokulimaza imveliso yokuhamba komsebenzi. Ukuvumela ukufikelela ngokumanyeneyo kwidatha yabathengi yokuthengisa, ukuthengisa, kunye namanye amasebe, udinga inkqubo enye enokwenza lula utshintshiselwano lwedatha kunye nokufikelela. I-CRM ye-ecommerce inokubonelela ngeprofayili yomthengi omnye ukufikelela, intsebenziswano engenamthungo yesebe elinqamlezayo, kunye nokuqinisekisa intsebenziswano kwinkampani ngokubanzi.

I-CRM ye-Ecommerce ye-B2B kunye ne-B2C: Iinzuzo

Nokuba ingakanani na isayizi yenkampani yakho ye-ecommerce, nokuba yiB2B okanye iB2C, eyona njongo iphambili kukutsala, ukuguqula nokugcina abathengi. IiCRM ziphuhlisiwe ukunceda iinkampani ekuphumezeni ezi njongo ngokuzibonelela ngezi zibonelelo zilandelayo:

  • Gqibezela imbono yomthengi -Amaqhinga olawulo lwabathengi asebenzayo aqala ngophando olunzulu lwabathengi olusekwe kwidatha eqokelelweyo. Ii-CRM zinokunceda abathengisi be-intanethi ukuqokelela idatha kwaye, ngokusekelwe kuyo, ukuyila iprofayili yomthengi we-360-degree. Ukufikelela kumbono wabathengi kuwo onke amasebe kuvumela ulawulo olululo lwefanitshala yokuthengisa, ukubonakala kohambo lokuthenga abathengi, ukulandelela umsebenzi, uphuhliso lwezicwangciso zentengiso ekujoliswe kuzo, kunye nokubonelela ngeengcebiso ezifanelekileyo.
  • Ubuntu obuqhubela phambili -Ii-CRM ezinokufundwa komatshini owakhelwe ngaphakathi zinokunyusa idatha yomthengi eqokelelweyo ukuze isebenze ekuthengiseni kunye namathuba okuthengisa, ukunika iingcebiso, kunye nokwenza lula amava okuthenga. Indlela enjalo yobuntu inceda ukuzisa abathengi kwaye ikhulise ukugcinwa kunye namazinga okunyaniseka.
  • Amava omthengi wamajelo amaninzi -Amathuba anamhlanje onxibelelwano lwe-omnichannel vumela abathengi babe bhetyebhetye ngakumbi ekuthengeni kwabo, nokuba kungeselfowuni okanye kwiivenkile zewebhu okanye kwimidiya yoluntu. Okwangoku, kubathengisi bedijithali, ukubonelela ngamava angenasiphako kunye namava omntu kwindawo ye-multichannel kubangela imingeni ebalulekileyo enxulumene nokudibanisa iindawo ezininzi zokudibanisa kunye nokuqokelela idatha yomthengi we-channel-channel kwi-hub edibeneyo. I-CRM inokuguqula amava omthengi aqhekekileyo abe yinto enye ezisa amajelo amaninzi kunye kunye nokuqinisekisa ukuba yonke idatha iyabonakala, kwaye umsebenzisi uya kufumana amava obuqu ngalo naliphi na ijelo lokusebenzisana.
  • Ukuzenzekela kwimisebenzi yokuthengisa -Izakhono zeCRM zokuthengisa zithetha ukulawula ukusebenzisana kwabathengi ngexesha lohambo lokuthengisa, imisebenzi yokuthengisa i-automation, ukudalwa kwamaphulo okuthengisa alungelelanisiweyo, kunye namathuba eenkonzo ezilungelelanisiweyo kunye nee-chatbots kunye neempendulo ezizenzekelayo. Ukuzenzekela imisebenzi yokuthengisa kunye nokuqonda indlela yokuziphatha yabathengi kukhokelela kukhokelo olusebenzayo ngakumbi, ukukhula kwengeniso, kunye nendlela eyenzelwe wena ngakumbi kulo lonke uhambo lokuthenga abathengi.
  • Uhlalutyo olujolise kwixesha elizayo -Ii-CRMs zisebenza njengendawo yokugcina idatha yabathengi abaqokelelayo, abagcina, kwaye basebenzise idatha ukwenza izigqibo ezisisiseko. Ngombulelo kulo mthombo omnye wenyaniso, idatha ingasetyenziselwa ukuvelisa iiprofayili ezineenkcukacha zabathengi, ukuqikelela inqanaba lokuzibandakanya kwabo, ukuxela kwangaphambili ukuziphatha, kunye nokuchonga inqanaba ngaphakathi kwimibhobho yokuthengisa ukusebenzisa amaqhinga okuthengisa kwangexesha kwaye unike iingcebiso ezifanelekileyo. Ngaphezu koko, inkqubo inokuchonga abathengi abaxabisekileyo kunye neendlela ezingcono zokufumana kwabo ukukunika iingcebiso ezifanelekileyo ezinxulumene nezenzo ezisebenzayo ngakumbi.

Ukufumana isisombululo seCRM kunokujika kube yeyona ndlela ilungileyo yokuzenzela ulawulo lwabathengi, ukunika indlela yobuqu, ukonyusa ukugcinwa kunye nokusebenza kweshishini ngokubanzi. Ngaphezu koko, ngokudibanisa ngokungenasiphako kunye nezinye iimodyuli zoyilo lwakho lwe-ecommerce, isisombululo seCRM sinokuzalisekisa ngokufanelekileyo ukusebenza kwayo yonke inkqubo yendalo.