How is the CRM Process in a Business? Check out the following reviews!

Business people must understand how the CRM process is. This is very important because CRM or Customer Relationship Management can be used as a company strategy to understand customer needs and build good relationships so that they become more loyal to your company. Broadly speaking, the CRM process in business is grouped into 7 steps, including:

Creating a Communication Circle

The key to building good relationships with customers is "communication". This is in line with the way CRM works which can create a circle of communication between the company and its customers. CRM will open up communication channels and make it easier for customers to interact with you.

In order to establish good communication with customers you must do the following:

• Determine the offline / online, text / voice, one-way / two-way communication channels. Offline (seminars, gatherings, home visits, classes). Online (Phone, SMS, e-mail, mail, social media).
• Creating a communication program that aims to sell
• Establishing effective communication to get customer loyalty

Customer Profiling

Knowing the customer profile is an important thing because the information obtained can be used as a basis for making the right marketing strategy. Customer profiling includes information about who is in the family, what their job is, what their ambitions are, what they like and don't like, shopping habits, and so on.

Using Data
With information from customers, then you can use that data to communicate. Some of the data that you can use, such as customer shopping data, customer birthday data, customer complaint data, and also customer hobby data.

Customer Need and Want
What is the CRM process in building good relationships with customers? One of the processes is paying attention to what the customer needs and wants. In this case, all you have to do is always ask the customer a thing or two about whatever they need or want. This is very important to do in order to enrich the database about customers and then you can provide services or products according to customer needs & wants.

Developing Potential Customers
The CRM process is able to develop potential customers. If there are customers who have bought or consumed one of your products, this shows that they have trusted in your product and company. Well, customers like this have the opportunity to be developed.

A case in point of a product is a supplement, for example a customer regularly purchases a product for lowering cholesterol. These customers can have the potential to be developed for the following reasons:

• First, he cares about health and of course he will need other health products.
• Second, there is an opportunity for his family to take supplement products based on his recommendations.

Turning Information Into Knowledge
By combining all the data obtained from the previous processes, an effective database will be created to drive every division of sales and consumer-based marketing activities.

Various information that has been collected from the CRM process needs to be analyzed and converted into knowledge that is used to make the right sales strategy. Various kinds of knowledge that can be used, including:

• Monetary data to see a large number of customers making transactions
• Regency data: customer segmentation data based on the last data when shopping
• Data Frequency to see how many times customers shop in a certain period

Use Knowledge Continuously
The last CRM process is to use knowledge continuously. You have to make sure every time you interact with your customers you always use customer knowledge to build their loyalty to your product.

This is a review that hopefully can answer questions about how the CRM process in business is. To optimize the CRM process in a company, you need to take advantage of CRM software. For this reason, Soltius Indonesia is here to offer Indonesian CRM software that can be used for SMEs and large companies.