Cater to the boss or employee results-oriented CRM is more popular

Two kinds of results of management concept

"Keeping an eye on employees" and "keeping an eye on employee performance" are two different ways of managing thinking. The former is more common in Chinese traditional "bosses" and some company managers, the managers of the management staff like "Stare at Thieves", for fear that their employees will be lazy. The latter is a more enlightened "result-oriented" management thinking mode, managers do not pay attention to the staff in the work of the details, always keep an eye on the work progress of employees. Although the ultimate goal of both management thinking is to allow employees to maximize their efforts to create more benefits, but the different starting point of the effect of the difference. and two different management thinking is now also affecting the enterprise-level application of the trend ...

CRM is sales management or customer management

Recently, we interviewed the Sun Dong CRM president in winter, it is the two different management thinking, created the current CRM products fundamentally different, which also determines the direction of a CRM product growth.

It is understood that many of the current CRM vendors from the "Sales management" to cut into the market, aimed at catering to corporate bosses. These CRM vendors not only establish the "Sales management" of the product image, but also in this direction efforts. For example, some CRM products "always position the salesperson position", the subtext to the boss to convey the "stare at the staff" management thinking, and this can get some bosses favor.

This is the sadness of Chinese managers, but also some of China's CRM products run off the evidence. Sun Dongdong believes that CRM (Customer relationship Management) is intended to be CRM, and sales management is only a part of it. CRM only helps sales, marketing and service staff to manage the customer relationship, for sales, marketing and service personnel to bring real performance improvement, can be regarded as a good CRM products, such CRM products are "results-oriented" enlightened companies need to choose.

In the SaaS Academy (Saasxuetang) group, a group of friends revealed that, because an enterprise application tracking the geographical location of employees, and by the company's employees, the end of the application can not be adopted. CRM only returns to the essence of the product, not to achieve product sales deliberately to cater to those who have the decision-making power of the business owners, to convey a wrong management concept.

Sun Dongdong points out that CRM is related to various roles in the enterprise, such as President, Sales Director, marketing Director, sales staff, after-sales service and so on, although CRM as an enterprise application, its purchasing decision-making power more in the hands of executives, but in order to achieve the purchase intention, and deliberately to cater to a role in the enterprise, Deviating from the nature of CRM products, this product is not long-term development.

On-line rate is the precondition of renewal rate

In contrast, PepsiCo CRM pursues how to help sales, marketing, customer service to improve work efficiency, manage customer relations, promote internal sales, marketing, customer service and other departments and organizations to integrate work, so that enterprises really put the CRM system. If the Enterprise purchase CRM system because of internal resistance or not fit to go online, or online for a period of time, this is simply a failure. Sun Dongdong that the SaaS CRM not only pursues the product renewal rate, but also pursues the on-line rate, which is the precondition of the renewal rate.

CRM service to win the user's recognition, to win the user's reputation is very important. In order to achieve this goal, the PepsiCo CRM in the customization phase, implementation and after-sales service has established a set of more stringent norms, and even can be refined to the implementation of the level of communication with customers to reach the standard. This set of standard systems enables 360° lifecycle management for every customer, from post-execution to service control.

Return to CRM Essence

In addition, for the SaaS School Group (neucloud2015) Friends put forward "now OA, CRM, collaborative products more and more homogeneous, to customer procurement caused by the problem", Sun Dongdong that the future of product integration is a major trend, but integration is not to make CRM products "a hodgepodge ", but to return to" standard CRM ".

Sun Dongdong explains that the so-called "standard CRM" refers to the CRM product with distinct CRM core function, because the enterprise application audience type is various, the different industry will have the big demand difference, the same industry different enterprise also will have the difference. Enterprise-level applications need to continue to deep into a variety of user scenarios, to explore the various types of user needs, and gradually improve, to create a more CRM-integrated CRM products.

Low cost, high efficiency, free customization

For the depth of mining, meet the needs of users, hundred will play "free customization" slogan, which in the enterprise application industry is a relatively bold behavior. Most industry users believe that enterprise applications face a variety of users, to customize is not realistic. So, what is the point of the hundred will dare to raise this slogan? Sun Dongdong says this is thanks to the benefits of the Pepsi CRM product architecture.

First, the agile CRM is high, can be based on the needs of users flexible combination, create business processes, this customization is based on standard product customization. PepsiCo CRM can be done in the product drag, modify fields, modules and other ways to quickly achieve personalized customization, to meet the needs of different enterprises, business flow purposes. This custom cycle is relatively short, equivalent to the use of the product's functional characteristics of a set of CRM system implementation, so PepsiCo CRM internally defined as "implementation services." This implementation service can be completed in five to seven business days.

Second, if the implementation of the standard product services can not be met, users have more personalized needs, the hundred technical team can also be customized for customers to develop plug-ins, through the way plug-in to meet customer needs. After the development of the plug-in can also be applied to other customers in the same industry, to achieve reuse, rapid implementation of the effect of deployment. This one-time development, multi-use features, greatly improve the product development and deployment of the implementation of the progress, can be quickly applied to the various segments of the industry, which is the hundred will be able to accumulate so many segments of the industry customers one of the reasons.

Time and user choice can explain everything.

As a pioneer in China's SaaS sector, PepsiCo launched its online office in 2007, followed by the expansion of its product line to CRM, OA, collaboration, projects, and more than a decade ago, with over 15,000,000 users worldwide, more than 10 first-class industry classifications, Dozens of two-tier industry segment solutions are a veteran of the SaaS industry in China.

In the face of the emerging, rapid development of new friends in recent years, Sun Dongdong showed a generous mind, sun Dongdong that emerging CRM has its advantages, is to seize the wave of mobile internet, has a better experience in mobile, hundred in recent years also in the strengthening of this area of development efforts. But these are not enough, enterprise applications need top-level logic and deep, extensive industry application accumulation, these are not by large advertising costs and financing can be achieved in the short term. What kind of CRM is the best choice, "time and User's choice" can explain everything.

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Cater to the boss or employee results-oriented CRM is more popular