シンプルでカスタマイズ可能なエンタープライズ・中小企業向けCRMツール

CRM(Customer Relationship Management)とは、顧客情報を管理し、顧客との関係を構築・管理する手法のことです。CRMツールは、ファーストコンタクトから継続的な対応、リードナーチャリング、コンバージョン、契約更新、長期的な関係構築に至るまで、顧客関係のあらゆる側面を管理するのに役立ちます。

​Zendeskは様々なCRMツールとスムーズに連携でき、簡単なインテグレーションで、継続的な顧客関係の構築、改善につながります。営業・マーケティングツールを1つのプラットフォームで管理し、ヘルプデスクと統合すれば、カスタマーサービスの質もがさらに向上します。

CRMで顧客管理/営業支援

Many companies - especially small businesses - think that simple contact database software is an adequate solution for tracking customer contact. But the management of customer relationships over time requires a comprehensive software system with processes, procedures, workflows and tracking.

Effective CRM software solutions encompass marketing and sales activities, both inbound and outbound. The relationship between a company and its customer base is too important to leave to one-off products and tools that do not integrate well with larger CRM solutions. Eventually, CRM grows from the management of the company-customer relationship to management of many other sales details about prospects, vendors, co-workers, pricing, pending deals and even competitors. Without CRM, the complexity and connections become too difficult to follow.

CRM solutions now offer mobile CRM with cloud applications that users can access from anywhere at any time. Smart companies provide their users with 24/7 cloud access from computers or a mobile app to offer customer support in the moment when it is most needed. Integrations with software for the management of enterprise resources and supply chain draw companies even closer to their customers.

CRMのメリット

Implementing CRM is the best way to ensure that marketing and sales efforts bear the most fruit in the long run. Marketing campaigns yield better-qualified leads that lead to more sales and stronger customer engagement. Good CRM solutions also integrate with multiple communication channels, allowing users to access data from their company's marketing collateral, pricing, website, chat history, phone records, email and social media.

Customers also benefit from a well-implemented CRM structure. The better a company integrates all the information about its relationship with a customer, the better it can deliver customer service and improve customer satisfaction. The essence of a CRM solution is to enable large, medium and small businesses to understand their prospects and customers and deliver optimal customer service. CRM software is the best way to accomplish that.

In most companies, IT manages the implementation of the CRM system and handles integration with other business software and applications. The sales team then manages day-to-day operations and processes for users. With adequate management, the return in customer satisfaction far outweighs the cost of maintaining a CRM software system.

CRMの導入に最適なタイミングは?

Most small businesses start out with a simple list of prospects, often in a spreadsheet. At first, the pricing seems right and the need for a bigger system is unclear. But as small businesses become medium-sized ones, then large ones, users begin asking for more features for better support and management of their marketing and sales processes. They see the potential value in licensing CRM software and in graduating from mere sales to CRM.

Some vendors provide free trials of CRM software, but as the saying goes, "If the software is free, then you're the product." Among the most important features in a CRM solution are flexible pricing, client software, a mobile app, cloud integration for always-on access, and the ability to manage leads all the way through the sales funnel. Free software for customer relationship management may include those features, but will it scale up as a long-term solution?

Eventually, integration between the CRM and other business software solutions also becomes a priority. Free CRM systems do not always include the API (interface) support needed for successful integration, and the business ends up with a strong contact app but not a robust CRM platform. An initial investment - even a gradual one - in CRM software pays off in long-term customer satisfaction.

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