Overview of Customer Relationship Management
Assist Marketing staff in implementing, monitoring and evaluating the effectiveness of Marketing campaigns. Finding customers and sales opportunities helps their company increases revenue and improve sales efficiency. Assist customer service staff in implementing customer care programs and surveys. Manage, receive and handle customer issues and complaints in order to satisfy customers.
Marketing department, Customer care (after sales), Sales department and Board of director.
“Sales management”, “Finance – accounting management”.
- Integrating modern multi-channel marketing and sales to create a funnel to collect customer information and take care of customers such as Email, IP Call Center, SMS BrandName, Zalo or Chatbot, Landing Page solutions on the enterprise’s Website.
- Collect data automatically from marketing channels or update, manage customer information (Name, Address, Email, Phone, Marketing Channel, Marketing Campaign…), sales opportunities (Customer information, customer needs,…) Automatically check and suspend when there are duplicate customers or sales opportunities collected from various marketing channels. Transfer customer information, sales opportunities to sales staff to promote and follow.
- Support to declare Email template, message template (SMS), customer care/survey questionnaire to use according to each Marketing campaign or customer care and survey campaign.
- Make, monitor and evaluate the effectiveness of each campaign, marketing channel, Marketing and statistics, evaluate the number of customers, sales opportunities, conversion rate into official customers. Statistics and analysis to come up with more effective implementation solutions.
- Prepare, monitor and evaluate the results of customer care campaigns or surveys. Deploy customer care and survey campaigns through integration of Email Marketing, SMS BrandName,… Update care transactions, survey customers according to each campaign.
- Update customer complaint request. Track the status and results of handling customer requests/complaints. Take care of and record the results, the level of customer satisfaction.
- Synthesize and evaluate the effectiveness of Marketing or Customer Care campaigns.
- Report on the percentage of potential customers by marketing channel.
- Summary/detailed reports of customer care transactions.
- Summary reports requests/complaints.
- Customer satisfaction analysis reports,…