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Lec 6, Customer Relationship Management (CRM), Summary - Coggle Diagram
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Summary
三种类型：运营型 / 分析型 / 协作型
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Analytical CRM（分析型）
Focus: Collects, analyzes, and interprets customer data for strategic decision-making
重点： 收集并分析客户数据，用于预测与决策支持
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Collaborative CRM（协作型）
Focus: Enables sharing of customer information across departments for a unified experience
重点： 在组织内部跨部门共享客户信息，提供一致化服务体验
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客户管理、销售自动化、数据分析
客户管理（Contact Management）
Managing and organizing customer data including contact information, interaction history, preferences, and segmentation.
客户管理模块用于存储和组织客户的联系信息、互动记录、偏好设置及客户分类。
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销售自动化（Sales Automation）
Automating repetitive sales tasks like lead tracking, opportunity management, quote generation, and follow-up scheduling.
销售自动化模块可帮助销售人员自动跟踪潜在客户、生成报价单、设置跟进提醒，减少手工操作。
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注意挑战与应对策略：用户采纳和数据整合
用户采纳（User Adoption）
User adoption refers to how well employees accept, learn, and actively use the CRM system as part of their daily work.
用户采纳是指员工是否愿意接受、学习并日常使用CRM系统。
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数据整合（Data Integration）
Data integration refers to the ability to consolidate and synchronize data between CRM and other enterprise systems (e.g., ERP, email, e-commerce).
数据整合是指CRM系统与其他企业系统（如ERP、电商、邮件平台）之间的数据统一与同步。
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