What is CRM? How is it important? in the service business

What is CRM? How is it important? in the service business

Nowadays, the competition in doing business is quite high. Whether it is advertising media, cutting prices, or launching various campaigns to attract customers. There are also many online trading platforms to choose from. Make it possible to search Easily compare features and prices of similar services.

Therefore, business organizations must have things that satisfy and impress consumers. This causes repeated consumption from consumers becoming customers, from one-time customers to regular customers, starting from the presentation of products or services to service. In some cases, it may go to the post-service level. All of this resulted in the creation of the “CRM system.”

What is CRM?

CRM (Customer Relationship Management) system is a combination of technology. (system or software) and method plans to understand and manage customer relationships such as needs, gender, age, and interests. These data are very useful to service businesses. This makes it possible to present products or services that meet customers’ needs. Which should be combined with  Clinic programs to be used in the clinical business a lot

Normally, when doing any business, there must be a database to store customer information such as first and last name, address, email address, telephone number, etc. Many places may store these databases in a spreadsheet such as Excel or choose to store the data in a notebook. Take notes on paper To bring data for in-depth analysis (Data-Driven Marketing ) and drive the business with the CRM system to build good relationships with customers and increase sales beyond the target.

Why is it necessary to apply CRM to your service business?

There are many ways to advertise online. One of the very popular methods is shooting Ads, but this method can be done by every business organization as well. Shooting ads is not the only way to attract customers. And there is also the matter of Price Sensitivity of customers (Price Sensitive) where competing businesses often have various promotions to attract customers as well.

which is good If you can change to a new one-time customer Most of which will come from promotions. to become a regular customer. However, service businesses should still pay attention to CLV (Customer Lifetime Value) because research has found that, on average, old customers will spend 67% more money on service businesses than new customers. For example, a clinic has 100 old customers, with an average amount paid to the clinic per year. 60,000-70,000 baht per person will be able to maintain income From this group of customers to an average of 7 million per year.

For this reason, CRM strategies must be implemented in service businesses. To increase the new customer base and maintain the old customer base. Helps businesses understand customer behavior Then use that information to analyze, market and develop services further. which is a modern clinic program Strategies will be applied to suit service businesses such as clinics in order to create business opportunities. Create long-term profits and DoctorEase There are techniques for increasing sales for clinic and beauty shop businesses in this article.  5 techniques for increasing sales for clinic businesses.

How important is CRM to the clinic?

In the service business industry or that clinic, Most have tools, products, and components for running a service business or similar clinic business. But what will increase the work efficiency of the organization is the CRM clinic program that helps in collecting customer behavior data to develop services that meet the needs of customers as much as possible.

Nowadays, clinical CRM programs are becoming more popular and widely used. Whether it’s a beauty clinic Customize face shape Surgery clinic dental clinic Medical clinics, etc. because they meet the needs of modern service businesses and are easy to manage data.

Benefits of using CRM in service business

The CRM system is a tool that helps manage sales work more efficiently. and other management aspects related to customer management Helps the organization work systematically Convenient and fast It also helps increase customer satisfaction. Examples of benefits from using a CRM system in business management are as follows:

Target group management with CRM system

CRM systems are considered important in tracking customers. They are the key to building good relationships with customers. Strengthening relationships with customers can increase the opportunity to make profits and close sales. CRM is, therefore, a great answer to businesses in this era.

Using a CRM system combined with collecting customer data and a Data-Driven Marketing strategy will inform the business of numbers and information on customer service use, number of purchases, and customer spending behavior. The CRM system will help in Filter target groups Helps strengthen relationships with customers Maintain the existing customer base and create new customer base

Strengthen good relationships between businesses and customers

Once we have data from our CRM program, we can better understand and respond to what our customers are saying. Or maybe they know what customers want. Before the customer knows what they want, you can increase your chances of making customers satisfied.

Increase sales for your business. Maintain the existing customer base

CRM programs can collect and record large amounts of insights. It also helps analyze customer needs. Future demand trends are a tool for building relationships with customers. They can make customers loyal to the brand (Customer Loyalty) or attract regular customers to use the service.

When the organization and customers have a good relationship, this will result in retaining the existing customer base. Continuously and may also increase the opportunity for Up Selling or Down Selling in the future as well

Develop and enhance service potential.

Information collected in the CRM system allows the organization to know information about customer service use, such as the total amount of service use each month. Selected services Changes before and after using the service Customer preferences towards the service, feedback, etc. These data can be analyzed, developed, and extended services.

Analyze the selection of advertising media

In addition to the CRM system helping to analyze customer behavior, It is also a tool that can help analyze advertising media for organizations. What type of advertising media is suitable for the organization? Analyze capital expenditures and returns to create value for money. Direct to the target group and reach the most target groups

It makes the organization communicate and work more efficiently

The CRM system makes work easier, more convenient, and faster. Know customer data In order to communicate with customers at the right point, at the right target, and answer their needs, the CRM system will not only help analyze customer behavior, but also It also helps make work easier, such as A system that connects to Line OA to communicate with customers.