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Introduction to the functions of Tianjian customer relationship management system

crm (Customer Relationship Management) was proposed by Gartner Group. CRM is a management software system that uses information technology to informationize the business processes of enterprise marketing, sales management, customer service and support, and realize the effective utilization of customer resources. Its core idea is to take "customer as the center", improve customer satisfaction and customer relationship, so as to improve the competitiveness of enterprises

as one of the earliest enterprise informatization solution providers in China, Tianjian launched the tj_ecrm (customer relationship management system) in April, 2002. The product is Internet-based customer relationship management. Through the high integration of enterprise management technology and information technology, it helps enterprises establish a customer-centered management system in the fierce market competition environment of global economic integration. Realize the integration of sales automation, marketing automation, service automation and knowledge management, effectively manage the relationship between enterprises and customers, improve customer loyalty, maximize customer value, and improve the core competitiveness of enterprises


1) easy to use, low maintenance cost

tj_ ECRM fully adopts the b/s architecture. Users only need the IE browser to use it, which is simple and convenient, while enterprises only need to maintain the server

(2) 100% pure java development, cross platform operation, portable

tj_ Developed with java/xml technology, ECRM can run on a variety of relational databases (SQL server/postgresql/sybase/oracle/db2), operating systems (windowsnt/windows 2000/linux/unix) and application server platforms (websphere/weblogic/resin), effectively protect the original investment of enterprises, facilitate the integration of future data of enterprises, and greatly improve the scalability and flexibility of enterprise applications

(3) flexible and perfect permission control

tj_ ECRM implements the user's permission to the system through the user group; User ownership is realized through parent-child settings, and classification query of analysis reports is realized through organization structure settings. TJ_ ECRM supports the permission setting of the group's multi-level organizational structure and the setting of branches and offices to meet the needs of the continuous development of enterprises

(4) business process automation

tj_ ECRM adopts a message engine to monitor the changes of business status in real time and send messages to notify users in time. For example, if the opportunity stage is promoted, the system will automatically send a message to inform the sales team; According to the customer's follow-up, automatically send a message to remind the salesperson to follow up; Automatically upgrade the customer level according to the customer order amount; Contact birthday reminder, etc

(5) business content customization

support business content customization to ensure that the system has good scalability and meets the business needs of enterprises. For example, custom customer fields, custom opportunity fields, custom product information, custom business attributes, and so on

(6) user view customize the definition of

view: users can save common search criteria as a quick query method. The system provides view customization for items, customers, contacts, schedules, services, etc

through the view, the user can classify and manage customers by region, industry, level, etc; Sales opportunity list can be formed for sales items according to their proportion

function introduction

I) sales automation

sales automation mainly focuses on the comprehensive management of customers and contacts, and improves the turnover rate of potential customers by straightening out the sales process and strengthening the management of the sales process. For the business opportunities of customers, the salesperson carries out a series of tracking activities, and finally leads to the signing of orders

sales automation provides product information query and product quotation, provides personal calendar assistant for salespersons, plans and summarizes daily activities, and provides expense statistics reports

compared with traditional sales experience, the work efficiency of salespeople is greatly improved through the automation of business processes; At the same time, through the system, the management can monitor the business progress in real time and make timely response to the business situation

sales automation provides static and dynamic complete customer information, which is no longer a simple contact information, but also includes customer contact activities, customer business opportunities, customer dynamics, competitor dynamics, contact information, etc. with the in-depth use of CRM system, customer related information will snowball increase, and customer information will continue to improve, so as to provide effective information guarantee for enterprise decision-making analysis; Enterprises no longer contact customers at a single point, but observe customers, analyze customers, capture customer needs, and analyze customer status from multiple dimensions through a state structure

functions include: lead management, opportunity management, customer management, calendar management, quotation management, order management, message management, sales analysis, sales forecast, etc

1business flow chart

2 leads

uniformly manage various potential sales opportunities. Leads are sales expectations or a potential sales opportunity, which come from market activities, sales activities and customer service process, and belong to the initial stage of sales opportunities

3 opportunity management

manage all kinds of opportunity information in a unified way. Opportunities are ongoing or closed transactions and sales

users have different opportunity information according to their different positions and permissions in the enterprise. Through the operation of opportunity sharing and transfer, the independent confidentiality of opportunity information is ensured, and the collaborative work of the sales team is realized. Opportunity information includes comprehensive records of relevant customers, contacts, competitors, partners, tracking activities, opportunity quotations, opportunity attachments and other information. It also provides analysis of opportunity tracking, including analysis of opportunity sales stage, analysis of competition frequency, ranking of sales opportunities, statistics of sales activities, sales trend analysis, analysis of key issues, signing and loss of orders, and other charts and reports

through opportunity management, salespeople can track multiple opportunities at the same time, and create an opportunity pipeline through the continuous increase of opportunities; In business settings, managers can divide the development process of opportunities into multiple stages, and each stage is directly related to the success rate of opportunities. Through the sales funnel chart, decision makers and managers can accurately predict sales

4 quotation management

manage quotation information in a unified way, and achieve a high degree of integration with product data, so that the general quotation data of product data and the quotation version data of business opportunities can be shared and integrated with each other. Sales personnel can only view individual quotation information. Sales managers can understand the quotation of each salesperson in the sales group through group quotation

through quotation management, the salesperson can clearly understand the content and process of each quotation, shorten the product sales cycle, and effectively avoid the confusion of quotation. It is convenient to query the historical information of each business opportunity and customer, and ensure the consistency of external quotations of multiple salespeople

real time quotation can be generated by combining the product price library search results with the current quotation. At the same time, it is highly integrated with word, and can be directly converted into word documents to generate quotations

5 customer management

it uniformly manages the broad customer data contacted by all departments of the enterprise through various channels

view the customer information within the permission range through the permission of the logged in user. The system divides the customer levels to realize different management of customers of different levels; At the same time, record the basic information of customers, the tracking records of enterprise sales personnel, relevant opportunities, relevant contract agreements, product quotations, comments and suggestions, and send e-mails

provide charts related to customer analysis, including customer composition analysis, key customer statistical reports, customer demand analysis, customer sales trend analysis and other functions

in business management, users can set the tracking frequency of customers at different levels, and the system can automatically generate messages to remind users to track according to the tracking status of customers

6 contact management

includes the comprehensive management of all contacts such as customers, competitors, partners, suppliers and introducers. Record the mutual activities with the contact, relevant business opportunities and customers, as well as the analysis and evaluation of the contact, provide comments and suggestions of the contact, and send e-mail with the contact

7 order management

it is used to track successful business opportunities, generate orders, and manage orders, including payment details, shipment terms, receipt terms, and order attachments; It also provides shipment management, collection management and invoice management for orders

realize comprehensive statistics and analysis of orders and generate statistical charts. It includes sales personnel sales statistics report, sales group analysis report, sales opportunity signing analysis, sales trend analysis, sales volume analysis in sales area, product sales analysis, product structure analysis, etc

8 analysis and decision-making

the system automatically generates various sales analysis charts, and succinctly and clearly displays the statistical and analysis information in various ways, such as pie chart, histogram and curve chart. The system provides reports integrated with word. Through simple report template customization, users can realize report statistics according to their own requirements in terms of report content and display mode, so as to achieve complete customization of reports. Including: opportunity failure reason analysis, sales cost statistics, order sales statistics, order statistics of the same customer, sales performance comparison over the years (annual, quarterly, monthly), accounts receivable statistics, personal work report, list of customers not tracked by time, list of successful transactions, list of missed transactions, and sales comparison of salespeople

9 sales forecast

sales funnel is the core of CRM for SFA (sales automation). By setting the success rate corresponding to different statuses of the merchandiser, all sales tasks are ranked according to status, and the sales volume within a period of time is predicted

generally, the top of the funnel is all sales opportunities. With the progress of the sales work, some opportunities may lose orders and are gradually eliminated. Therefore, the whole opportunity management presents a funnel state

through business management, users can set the success rate for each sales stage. When the stage of a sales opportunity is promoted, the success rate of the opportunity will also change

through the sales funnel, the decision-making level of the enterprise can manage the final order amount from two aspects: first, expand the top of the funnel and expand the source of sales opportunities; The second is to control the process of each opportunity and improve the success rate at each stage

(II) marketing automation

marketing automation helps the marketing department plan and manage marketing activities, collect various market information, product consumption information, competitor information, etc., and screen, refine and analyze the collected information, such as product comparison, market area analysis, etc

through marketing automation, enterprises can effectively understand the market and competitors. For example, they can check the current information of competitors at any time, including recent activities, competition on which lists, product comparison results, etc; The E-marketing module can send marketing information to specific target customers, and the system can generate e-mail or traditional letters, etc