CRM和AI,,en,什麼是革命,,en,我覺得找到企業如何精心跟踪我的日常活動是相當有趣的,,en,發給我通知,,en,關於新優惠的消息,,en,服務，也解決了我的太多需求,,en,當它們出現時,,en,可能有數百個,,en,可能還有數百萬人在服務,,en,大多數企業都成功地超越了“我的”期望，並讓我長時間接觸他們的產品和服務,,en,他們沒有秘密的醬汁,,en,客戶關係管理或CRM平台可以幫助企業與像我這樣的無數客戶互動和互動,,en,同時也了解他們的需求並相應地解決它,,en,晚了,,en – What is the revolution?
介紹 :
“The purpose of business is to create and keep a customer.”- Bill Gates.
As a customer to many products or services providers, e-Commerce companies, banks, vendors, etc., I find it rather intriguing to find how businesses meticulously keep track of my day-to-day activities, send me notifications, messages on new offers, services and also address too many of my needs, as and when they arise!
Of course, there may be hundreds, probably millions of them to serve and yet, most businesses succeed in exceeding ‘my’ expectations and keep me hooked to their products and services for a considerably long period. They have no secret sauce. Customer relationship management or CRM platform is what that helps a business engage and interact with countless customers like me, while also understanding their needs and addressing it accordingly.
Off late, 通過與雲等顛覆性技術的合作，CRM解決方案實現了跨越式發展,,en,移動和分析,,en,隨著BYOD和自動化等趨勢的興起，基於雲的CRM平台在企業社區中的相關性迅速增長,,en,如今，CRM是每項業務運營的核心，可以利用大量客戶數據和信息轉化為有意義的業務成果,,en,人工智能和CRM,,en,企業是否可以在沒有CRM解決方案的情況下進行的問題已經跨行業發揮了作用,,en,通過保證在不斷變化的市場趨勢和業務需求的現有佈局中提高銷售效率和更好的創收,,en,許多定制CRM開發服務公司已經批評了批評者,,en, social media, mobile and analytics.
The relevance of cloud-based CRM platforms in enterprise community has grown rapidly alongside the rise of trends such as BYOD and automation. Today CRM is at the core of every business operation that taps into colossal volumes of customer data and information to translate into meaningful business results.
AI and CRM
The question of whether businesses can do without a CRM solution has done its bit of rounds across industries. 但, by guaranteeing increased sales efficiency and better revenue generation in the existing layout of ever-changing market trends and business needs, many custom CRM development services companies have silenced critics.
現在隨著移動CRM軟件的採用率激增,,en,整個市場已準備好接受來自AI等技術領域的新合作和升級,,en,這將改變企業的底線，幫助他們比競爭對手更具優勢，並提供卓越的客戶服務,,en,所有企業需要做的就是放鬆,,en,通過利用AI機器學習算法的組件，為銷售和客戶數據增添更多意義,,en,自然語言和一代,,en,語音識別和智能機器人,,en,以下是人工智能工具可以為CRM解決方案帶來的一些轉變，以補充銷售和客戶服務的運營技能，從而將企業提升到新的高度,,en,增加虛擬助手和聊天機器人的使用,,en 2018, the overall market is ready to embrace the new collaborations and upgrades from technology segments like AI. This would change the bottom-line for businesses by helping them have an edge over their competitors and provide superior customer services. All enterprises need to do is to lay back, adding more sense to sales and customers’ data by leveraging the components of AI—machine learning algorithms, natural language and generation, speech recognition and intelligent robots.
Below are some of the transformations that AI-powered tools can bring to CRM solutions to complement the operational skills of sales and customer services to take businesses to new heights:
- Increased Use of Virtual Assistants and Chatbots: 自助服務是解決客戶查詢的最有效方式之一，也是最新的統計數據,,en,如果沒有快速回復和客戶支持的答复，大多數在線客戶不鼓勵繼續他們的購買和購買活動,,en,通過聊天機器人和虛擬助手將CRM解決方案與自助服務功能相關聯，有助於解決此問題並實現客戶服務的自動化,,en,它還通過更換客戶服務主管和聯絡中心來保證成本效益,,en,通過創建社交和虛擬社區來創建潛在客戶,,en,通過社交媒體集成的CRM解決方案可以通過在社交和虛擬社區中投放網絡來幫助創建強大的營銷網絡和潛在客戶,,en, most online customers are discouraged to carry on with their purchases and buying activities if they are not provided with quick responses and answers from customer support. Linking CRM solutions with self-service features through chat bots and virtual assistants help solve this problem and allow automation of customer services. It also guarantees cost-efficiency by replacing customer service executives and contact centers.
- Lead Generation by Creating Social and Virtual Communities: CRM solutions with social media integration can help create strong network for marketing and lead generation by casting its web wide across social and virtual communities. Moreover, 這些CRM解決方案通常包含有助於跟踪和衡量品牌指標細微變化的功能,,en,定義相關的KPI並觀察社交網絡中的客戶行為，以便定位和吸引新老客戶,,en,人工智能驅動的CRM平台的興起,,en,除了向企業介紹高度可定制的CRM解決方案,,en,CIO們正在考慮從SalesForce實施像愛因斯坦這樣的人工智能CRM解決方案,,en,AI驅動的S / 4HANA雲ERP或Oracle的雲AI項目,,en,適應性智能,,en,這些具有卓越功能的CRM平台簡化了數據分析,,en,自動化銷售和營銷操作，並輕鬆解讀客戶行為,,en,跨工作流程和操作的自動化,,en, define relevant KPIs and observe customer behavior across social networks for targeting and engaging new and existing customers.
- Rise of AI-driven CRM Platforms: Besides introducing highly customizable CRM solutions to businesses, CIOs would be considering the option of implementing AI-powered CRM solutions like Einstein from SalesForce, AI-driven S/4HANA cloud ERP or the Oracle’s cloud AI project, Adaptive Intelligence. These CRM platforms with superior capabilities simplify data analysis, automating sales and marketing operations and interpret customer behavior at the snap of the finger.
- Automation across Workflows and Operations: 對於所有規模和行業的所有企業而言，自動化似乎是本季的風格,,en,人們不能忽視AI可以通過CRM解決方案為工作流程和日常業務運營帶來的豐厚利益，這些解決方案經過優化，可自動化手動流程並減少冗餘操作，從而實現決策制定並提高整個營銷的生產力,,en,客戶支持服務,,en,銷售,,en,客戶關係,,en,創造現實目標和路線圖驅動的方法,,en,由AI工具驅動的CRM解決方案可幫助企業準確跟踪和預測趨勢,,en,利用分析來實現可能性和機遇,,en,預測分析,,en,數據挖掘,,en,從這些工具中獲得的見解有助於分析客戶行為,,en,設定真正的業務目標,,en,分配預算,,en. One can’t ignore the ample benefits that AI can bring across workflows and daily business operations through CRM solutions that are optimized to automate manual processes and reduce redundant actions to enable decision making and increase productivity across marketing, customer support services, sales, customer relations, 等等.
- Creation of Realistic Targets and Road Map-driven Approaches: CRM solutions that are driven by AI tools help businesses accurately track and predict trends, possibilities and opportunities by leveraging analytics, predictive analytics, data mining, 等等. Insights drawn out of these tools help analyse customer behaviors, set real business targets, allocate budgets, 培訓員工和人員，並據此制定行動計劃,,en,提高客戶滿意度和保留率,,en,當支持AI的CRM通過管理數據氾濫和客戶信息並引起注意力來幫助企業解決CRM的問題,,en,投資和資源，以提供卓越的客戶服務,,en,一旦客戶滿意度提高,,en,它可以轉化為更好的業務成果和更少的客戶流失,,en,在這些不斷變化的趨勢中,,en,由於成本因素的增加和頻繁升級的複雜性，企業正在轉向開箱即用的解決方案定制CRM軟件,,en,在註冊競爭對手組織正在採用的任何趨勢軟件之前，企業需要查看兼容性因素,,en.
- Increased Customer Satisfaction and Retention: When AI-enabled CRM helps businesses address the C of the CRM by managing data deluge and customer information and vest attention, investment and resources towards delivering superior customer services. Once the customer satisfaction levels are increased, it can translate into better business outcomes and lesser customer churn.
Amidst these evolving trends, businesses are turning towards custom CRM software over out-of-the-box solutions due to increased cost factors and complexities in frequent upgrades. Besides, businesses need to look at the compatibility factor before signing up for any trending software their rival organizations are adopting.
結論
CRM解決方案已經成功地使公司和企業擺脫了紙質工作和冗餘工作流程的麻煩，而這些工作流程完全需要人工關注,,en,在客戶關係等核心領域注入創新工具和技術解決方案,,en,今天的企業展示了CRM解決方案提供的長期利益,,en,移動性和自動化將成為全球定制CRM軟件開發服務公司採用解決方案背後的關鍵問題,,en. With the infusion of innovative tools and technology solutions in core areas like customer relations, businesses of today demonstrate the long-term benefits that CRM solution offer. Mobility and automation will be the key concern behind the adoption of solutions from custom CRM software development services companies across the world.
