The statistics show that CRM has currently become the focus of the small and medium-sized enterprise informatization application software. Small and medium-sized enterprise CRM market scale at present has amounted to $800 million, in the next five years, the market will quickly grew to $1.8 billion, in the whole of CRM market than in more than 30%. In an investigation of small and medium-sized enterprises, half of the enterprise is being carried out in a planned way, the other half CRM project implementation of CRM project. In many of the information system, CRM software for small and medium-sized enterprise the use effect of the highest satisfaction, satisfaction rate of more than 80%, among them, as much as 46.4% of the small and medium-sized enterprise is very happy with the current CRM software.
With the rapid development of electronic commerce, e-commerce, and customer relationship management is the industry must explore topics. The electronic commerce from oracle and, and customer relationship management is the use of modern technology, make customer, competition, brand three elements and realize the harmonious operation of global optimization of system, the goal is to enhance the enterprise the competitive ability in the market for a long time, support customer relations, constantly excavate the new sales service opportunities, make the enterprise finally achieved sales revenue, profits and the continued growth of the shareholder value.
The electronic commerce and CRM supplement each other
Can say, the emergence of electronic business produced real sense of CRM, CRM and achievements in the real meaning of electronic commerce. CRM is very important, but may in the management of e-commerce business, it is the most important. Advanced customer relationship management application system must be with the Internet, realization and all kinds of tools and platforms customer relations, the channel relationships occur synchronization, precision. Accord with and support the development of the electronic commerce strategy, and ultimately become the electronic commerce of the realization of the basic driving force. Electronic commerce is developing basic, CRM the midst of strategy. The Internet revolution, the first wave of the tide in the company began performance to build your own web site, the next step is electronic commerce by using the Internet and the customer for Internet transactions, electronic commerce third wave wave will be asked to enterprise in the interac tion with their customers really realize the personalized. Such as much as a one-stop wto B2B e-commerce platform also integrate the CRM applications, business management and customer will be integrated management.
CRM push e-commerce fulfillment
CRM "e", but also reflect the for the overall expansion. CRM expanded to enterprise QianHouTai all business level, and has a more important mission: support and the development of e-commerce. CRM system should not only can provide e-commerce docking port, also full support of electronic commerce and development. CRM system contains a complete set of electronic solutions, to be able to support e-commerce sales B2B and B2C way such as trade, can satisfy enterprise developing the individualized one-to-one marketing and electronic storefront create demand. In pay, to support and enhance the Internet and client/server application ability. In customer service, CRM, self-help customer support application software can make the customer service request, and submitted online and exchange center link, to build a closed-loop customer support environment and so on. More and more components to be built on the Web browser, in order to adapt to the rapid development of electronic commerce ongoing data real-time access requirements.
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