The main tasks of CRM and BPM technologies are to automate work and bring interaction with customers to a new level. CRM systems are responsible for interaction, and BPM for business process automation. It is worth noting that this technology stack is implemented in medium and large companies with a large number of employees and processes. For small businesses, it is sufficient to use thematic CRM solutions with a set of tools for a particular type of activity. Also, i would like to advise you to think about the possibilitty moving company software.
THE POSSIBILITIES OF CRM-TECHNOLOGY FOR BUSINESS
The customer relationship management system is the foundation of any business associated with the sale of goods or services. Tools for attracting new customers and increasing the loyalty of current ones increase the company's sales. Analysis of attraction channels shows the effectiveness of advertising campaigns, promotions, mailings and other types of interaction to achieve the desired conversions. Also, CRM can serve not only as a system for dealing with leads, but also for evaluating managers' performance.
Three key points about CRM for business:
- Technology to attract and retain customers - omni-channel communications to improve communication. The best loyalty program implements a long-term strategy of nurturing the customer from potential to permanent. Segmented database with a detailed history of customer interactions (interests, purchase history, history of products viewed or actions taken on the site).
- Benchmarking sales process - sales funnel to divide long corporate deals into stages. Control of execution of each stage, joint work on presentations and contracts. Analyzing the current state of the funnel (number of potential deals, amount of contracts in the funnel) makes it possible to quickly assess the plan fulfillment.
- Detailed analysis of the whole company's activity - calculation, forecasting of sales, profit, number of deals for the whole company and for each department/employee separately. All reports are available 24/7 in a convenient graphical form.
THE POSSIBILITIES OF BPM-TECHNOLOGY FOR BUSINESS
The concept of BPM is to create and manage business processes. The implementation of BPM solves the problem of automating routine processes, freeing people from these tasks. As a result - a multiple increase in the speed of performing typical tasks, directing working time to more important areas of work. In many cases, this optimization allows you to reduce labor costs.
Three types of basic business processes (BP) inherent in most large companies:
- BP related to human resources - collecting information about a potential candidate from public sources, hiring, firing from work, transfer between departments, requests for business trips or vacations;
- BP when working with a customer - for online stores this is the registration of a new customer when contacted, selection of goods, checking the availability and relevance of prices. For product companies it's the process of preparation for negotiations, collaboration and signing of presentations.
- BP for branch interaction - processes for successful business scaling. Coordinating price lists, synchronizing product availability, organizing logistics and other capabilities.
The construction of business processes in each system is carried out differently, the most common way - the designer of BP in the form of flowcharts. Ready-made process libraries allow you to implement the technology extremely quickly.