Iyini impendulo nezinhlobo zalo?

zokuxhumana ibhizinisi namakhasimende yayo kubaluleke kakhulu kuleli zwe lanamuhla, lapho imithetho kwembulunga yonke. Ngo encane imbali esitolo umthengisi wesifazane njalo ezwa izincomo uma enza umsebenzi wakhe kahle, futhi ubona amakhasimende belusizi nazo uma wenza umsebenzi kabi. Kodwa sikhulu inkampani uthola, kuya kuba nzima nakakhulu ukulandelela ubudlelwano ikhasimende, ngoba lapha kusukela umthengi ngumlawuli okungenani umnyango lesifunda imele izixhumanisi namanje eziningi eziphakathi.

Kungani kubalulekile ukwazi konke mayelana ikhasimende

Kwimakethe ukhetha kahle ukwenza imizamo eyengeziwe ukuze uzwe amakhasimende abo Angazi kwenzekani emazingeni eyisisekelo inkampani yakho, bazifake engozini yokulahlekelwa kokubili imali kanye nedumela. Futhi kuyiqiniso, ngoba umlando igcwele ezimweni lapho izenzo abasebenzi abavamile alethwe multimillion ukulahlekelwa lenkampani. Isibonelo uma omunye indiza Lufthansa, lapho le nkampani kwadingeka ukuba akwazi ukukutholela indawo indiza kwabanye abasebenzi bayo. Ngemva zokuchithwa abagibeli ukushiya yabalindi indiza beat ezimbalwa wamelana waziletha ngempoqo. Lokhu kwaba isibonelo abezindaba futhi intengo Lufthansa isitokwe ngokushesha lehla ngesigamu. Uma ungafuni ukulahlekelwa ibhizinisi, udinga nje ukuthi yini le kumpendulo yekhasimende.

Ingqikithi impendulo

Impendulo kungaba ngokuthi isiphi isiteshi ulwazi, ngokusebenzisa iklayenti kungathinta izikhathi ezithile ngenkathi amabhizinisi esebenza senkampani, ngalo ufuna ukubambisana noma baye wabambisana. Kuye kwindlela kukhona ibhizinisi lakho, kungenzeka ukuba kusebenze uhlelo impendulo ngezindlela ezihlukahlukene, umsebenzi oyinhloko - kwakunjalo esilungele ikhasimende futhi ukuhlangabezana nezidingo.

Iyini impendulo ezitolo ngokomzimba

Abanikazi ingcebo ibhizinisi, noma izinkampani wahlanganyela emikhulu uhwebo lwezitolo ngokusebenzisa ikamelo wahlomisa ngokukhethekile angazamukela izinombolo impendulo amafoni inethiwekhi yayo ezitolo. Izingcingo ticale isikhungo call, liphathwa ngaphansi kwesandla opharetha, nolwazi izikhalazo noma izikhalazo amakhasimende kuzodluliselwa ngendlela ehlelekile emnyangweni ukuphathwa kwenhlangano.

Nge inqwaba imisindo efanayo, kukhona imodeli lapho ukweluleka amaklayenti ukuveza imeyili, okuyinto ahlelwa ngenombolo leyehlukene izimpendulo. Uma impendulo yakho kanjani isakhiwo sale nkampani, aluqinile uqukethe-call centre yakwa esigcwele, unganikeza inqubo ibhizinisi Outsourcing, okungukuthi, oda le sevisi kusuka kwenye inkampani. Ngaphansi kwezimo ezithile, lolu hlobo UKUBAMBISANA letihlomulisa ngangokunokwenzeka.

Inthanethi njengendlela yokuthola nokuxhumana

Ukutholakala esikhulu kunazo zonke abantu abaphila ekupheleni kwekhulu lamashumi amabili - i-Inthanethi - odlale indima ebalulekile commerce, esingenakubalwa overestimated. Ngo inethiwekhi kukhona yisisindo esikhulu amathuluzi ezenzelwe budlelwane emkhatsini wetincenye ezinhlangothini ezahlukene yebhizinisi.

E-commerce manje wagxumela phambili ngamathuluzi individualization of ubudlelwano amakhasimende. Kukhona imikhiqizo ibhizinisi ngaphansi ubuhlobo ukuphathwa Igama ikhasimende, noma isi-Russian - ubuhlobo ikhasimende ukuphathwa. Modern CRM-uhlelo sikwazi ukuhamba iklayenti lakho kuzo zonke izigaba olulodwa kuthengiselana, noma yisho ukumaketha imigomo - kuzo zonke izigaba ze-uphondo yokuthengisa. Sales Elitholakele ngakho okuthiwa hhayi ithuba, ngoba nge kuphindelelwa ngamunye endleleni ukuqinisekisa ukuthi isivakashi kwenza ukuthenga, abantu uphondo iba sincipha isibalo sawo.

Kuyadingeka lokugadisisa, ngasiphi qophelo uphondo yokuthengisa ngamunye amakhasimende akho, noma ukulahlekelwa idatha ukusongela ukulahlekelwa umthengi - amakhasimende ningabizi emuva kuleso sikhathi, cishe uzoya kwenye indawo, ngenxa yokuthi ukubaluleka isikhathi kanye lula service izisebenzi.

Iyini impendulo esimeningcondvo CRM? Ngokuvamile, ngendlela efanayo ngaphandle kwalo, uhlelo evumela ibhizinisi ukulandelela ngokunembile zonke abathengi babo, ukunikeza amakhasimende ngamunye ncamashi ulwazi ukuthi unesithakazelo, nokuningi. Ngokwesibonelo, usebenzisa CRM, ungakwazi ahlanganise uhlu lwabantu abaye banikela umkhiqizo noma isevisi ngenxa service ompofu, shayela kwazo bazinikele isaphulelo isigqebhezana ekhethekile at esitolo sakho. Mhlawumbe, lesi senzo ngeke umsindise isimo ngokuphelele, kodwa ngokuqinisekile babuyele ezinye amaklayenti wakho wangaphambili.

Xhumana nathi nge e-mail noma ingosi yemiyalezo esheshayo

E-mail ubonakele ku-inthanethi izinsuku ekuseni, futhi kusukela ngaleso sikhathi akaphelelwa kwayo, ngoba kungakusiza ukugcina kokubili ibhizinisi kanye ezazibhalelwe abantu nje abavamile, ukuhlunga elula futhi ukuhlunga ke. Ngaphezu kwalokho, lapho ufinyelela endaweni yayo ngokushesha, ngakho ukusetshenziswa e-mail ukuze uthole impendulo kuyafaneleka futhi kulula ukuphatha ibhizinisi lakho ngokusebenzisa CRM. явлений. Nge ukusatshalaliswa nge e-mail kungaba kalula ukuqoqa idatha ezidingekayo kusukela amaklayenti ukubala izintandokazi zabo kwezibalo, ukuhlola ngokuchofoza ngalawo noma ezinye ifomethi ye Z izenzakalo. Kancane kancane, ukuthandwa amabhokisi electronic kuyehla, kodwa, mhlawumbe, ngenkathi e-mail uzoqhubeka isikhathi esithile, ngoba mail futhi ungubani ku-intanethi, okungukuthi, wenza umsebenzi isidlaliso sokugunyazwa kumasevisi ahlukahlukene.

Ukukhula imeyili esincintisana - kwemilayezo izithunywa osheshayo, okuyinto basakazwa ngokulingana nenani eselula emakethe. Iyini impendulo ngokusebenzisa izithunywa osheshayo, ukucabanga izinto kalula - ke lengxoxo lapho bokusebenza ejenti ozama ukuxazulula umbuzo yekhasimende. Ngaphezu kwalokho nawabantu, aphendule ikhasimende technical support nge isithunywa osheshayo Ungase futhi bot - izinhlelo ezikhethekile, impendulo ahlelwa, lokhu kungabangela umyalezo ulinde ukwesekwa kancane ngaphezulu kusukela ejenti.

Xoxa ukwesekwa tech kusayithi uyaphindela

A mkhuba empeleni esasisesisha emkhakheni impendulo nezethameli - ingxoxo ngaphakathi isayithi ukuthi ngamandla olusha ngaphandle ulayishe ikhasi. Lokhu ubuchwepheshe evumela umuntu eseke entsha ngoba isayithi commercial futhi ukujwayela ukucacisa bona imibuzo ezidingekayo ngaphandle ifomu search eside. Iwindi inthanethi wengxoxo kuletha ngo-10% ngo-yokuthengisa ngemuva kokuthi lifakwe ku yithuluzi Inthanethi.

Kodwa abantu abaningi namanje uthanda zokuxhumana ngezwi, futhi kunengqondo, ngoba audiorech siyaqonda isheshe futhi ngokuyimpumelelo. Ngesisekelo le nkinga futhi baye basungula ezinsizakalweni ezifana Callback Killer noma ukuphinda ukushayela Hunter. Lawa masevisi uvumele ikhasimende kunoma iliphi ikhasi le-site ukufaka inombolo yakho kanye nesikhathi esikahle sokuxoxa, bese wabiza emuva ngesikhathi esithile technical support ejenti. Zonke zindlela ezingenhla, iyiphi yokuxhumana ihlanganiswe kanye ku CRM futhi ube-API yabo Onjiniyela software.

Ukushayela kwezindlela Cold namakholi abandayo

Ngezinye izikhathi inkampani akanayo ulwazi olwanele mayelana namakhasimende abo okudingekayo ekuthuthukiseni ukubambisana umkhiqizo. Ezimweni ezinjalo, sebenzisa amafoni. Impendulo kakhulu ukusiza izingcingo ashisayo - proring opharetha ngesisekelo izinombolo zabantu ababenesithakazelo umkhiqizo noma isevisi. Uma inkampani has a okuncane kakhulu idatha impendulo evela kumakhasimende ezingaba, bese usebenzisa yolwazi enkulu izinombolo zocingo, lapho uzame ukunikela somkhiqizo noma isevisi yakho.

Inkomba kanye retargeting

Ngosizo yesimanje ukukhangisa Inthanethi ubuchwepheshe kungenzeka ukubuyela esizeni engicabanga ukuthi angaba yikhasimende, bengazi kuye ngqo nolwazi lokuxhumana. явления, которые вы сможете кастомизировать под специфику своего проекта и своих задач. Ubuchwepheshe, ngokuthi "retargeting" ikuvumela ukusetha indawo ikhodi ekhethekile amathrekhi IP-ikheli isivakashi kanye / noma amarekhodi kukhompyutha yakhe ikhukhi kusiphequluli, ukufunda ukuthi amanethiwekhi isikhangiso ku-intanethi sizobonisa amenzela ukukhangisa kwakho ku imiphumela b ukuthi uzokwazi ukwenza ngezifiso imininingwane yephrojekthi nezinhloso zalo.

Ake ubuyele emuva elula

amabhizinisi amancane kukancane amabhajethi ukuqasha yonke call centre, noma ukuthuthukiswa umthombo Inthanethi kunothile imisebenzi yempucuko. Isixazululo elula ekuqaleni abantu abadala kuyinto indawo-ikhadi, okwakuyoholela aqukethe ulwazi mayelana inkampani kanye impendulo ku-html. Ulimi lwemibhalo yewebhu ingenye yezindlela ezilula ukudala amakhasi ewebhu, ngakho-ke uphelele ukukhombisa isibonelo lapha kuwuhlobo html impendulo.

Thina manje ukwethula ikhodi yaleli fomu.

Lapho ebhekisela attribute amafomu idatha okuthunyelwe indlela iya ukusingatha ifayela contactus.php. Uma iseva yakho ayisekeli php, ungacacisa indlela idatha ukucutshungulwa mailto futhi ikheli lakho le-e-Imfanelo isinyathelo ifomu tag. Inketho yokugcina kungathembeki ngokwedlulele, njengoba uma uchofoza "Thumela" ukuvula Outlook noma esinye isisetshenziswa i-imeyili kusuka lapho umsebenzisi kufanele usuvele unayo incwadi. Uma uhlangabezana nezinkinga njengoba ukuthuthukiswa web self, futhi ukuqasha Unicode, ungasebenzisa i-Google-ifomu ukuthi kungenziwa kalula wadala ngokusebenzisa interface enembile ebonwayo.

Okufanele ukwenze isiphithiphithi

Ngokuhamba kwesikhathi kuza isikhathi lapho ungeke ukwazi ukukhumbula zonke amaklayenti abo noma umane wenze kubo ku-Excel, njengoba omunye umsebenzi ngeke ikwazi ukufinyelela kulo. It kulandela ukuthi ngaphambili ufake imikhawulo CRM-system ebhizinisini lakho, kubalula ke ukuphatha izinqubo zebhizinisi. ibhizinisi ukuphathwa eyinkimbinkimbi kwandisa kuphela isibalo amaklayenti, ngakho ungalindeli ukuthi u ukuthi CRM izindleko ngeke zibe khona zigwenywe.

Indlela ukukhetha CRM nokuxazulula inkinga impendulo

Ukuze uqale ukucacisa lapho umsebenzisi impendulo iziteshi ohlela ukuyisebenzisa - kungaba amakholi wefoni, isevisi ye-SMS, wengxoxo online, e ukuxhumana izithunywa, e-mail noma enye into. Khona-ke, ukuthi yimaphi ama-izixazululo etholakalayo unikeze zansuku zonke noma iyiphi imali. Nquma ukuthi iyiphi CRM uyakwazi ukuba uthuthukise ukusebenza, uma usebenza efwini noma cha. Lezi zimiso eziyisisekelo kuyokusiza ukuxhumana namakhasimende kahle hhayi ukulahlekelwa kwabo esikhathini esizayo.