{"id":2558,"date":"2022-11-10T10:56:25","date_gmt":"2022-11-10T10:56:25","guid":{"rendered":"https:\/\/rcassociats.com\/?p=2558"},"modified":"2023-03-07T08:53:01","modified_gmt":"2023-03-07T08:53:01","slug":"quin-crm-necessites","status":"publish","type":"post","link":"https:\/\/rcassociats.com\/ca\/quin-crm-necessites\/","title":{"rendered":"\u00bfQuin CRM necessites?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=\u00bb\u00bb row_type=\u00bbrow\u00bb use_row_as_full_screen_section=\u00bbno\u00bb type=\u00bbfull_width\u00bb angled_section=\u00bbno\u00bb text_align=\u00bbleft\u00bb background_image_as_pattern=\u00bbwithout_pattern\u00bb][vc_column][vc_column_text]<\/p>\n<h1>Quin CRM necessito?<\/h1>\n<p><a href=\"https:\/\/rcassociats.com\/ca\/el-concepte-de-crm\/\">A l&#8217;article anterior<\/a>, expliquem que era una estrat\u00e8gia CRM i comentem que, per donar suport a aquestes estrat\u00e8gies, de vegades cal l&#8217;ajuda d&#8217;un programari CRM. Avui us parlarem d&#8217;aquest programari, els vostres diferents tipus i com poden ser \u00fatils per al vostre negoci.<\/p>\n<p>El <a href=\"https:\/\/rcassociats.com\/ca\/bitrix24-andorra\/\">programari CRM <\/a>b\u00e0sicament ajuda a gestionar les relacions amb els clients i les interaccions de vendes. Es tendeix a pensar que un CRM serveix per a l&#8217;automatitzaci\u00f3 de la for\u00e7a de vendes, per\u00f2 en realitat hauries de ser molt m\u00e9s. Un CRM ha d&#8217;englobar el m\u00e0rqueting, l&#8217;atenci\u00f3 al client, les vendes i la gesti\u00f3 de socis de vendes.<\/p>\n<p>Els <strong>sistemes CRM es classifiquen de forma diferent<\/strong> i aix\u00f2 \u00e9s degut a l&#8217;amplitud i profunditat de les necessitats de les diferents empreses. El que una empresa necessita d&#8217;un CRM pot ser molt diferent del que una altra companyia pot necessitar, independentment de la ind\u00fastria o la zona geogr\u00e0fica on es trobi, dues empreses del mateix sector poden operar de manera diferent a nivell comercial. Per solucionar aix\u00f2 hi ha diversos tipus de CRM<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>CRM operatiu<\/strong><\/p>\n<p>El CRM operatiu agilitza i <strong>simplifica els processos de negoci principals d&#8217;una empresa<\/strong>. Aix\u00f2 engloba el m\u00e0rqueting, les vendes i el servei al client, i ajuda les companyies a generar oportunitats potencials i convertir-les en contactes. Tamb\u00e9 proporciona la infraestructura de servei necess\u00e0ria per satisfer i retenir els clients. Aquests haurien de ser els tres components principals del CRM operatiu.<\/p>\n<ul>\n<li><strong>Automatitzaci\u00f3 de vendes. <\/strong>Automatitzaci\u00f3 de vendes que, en la forma m\u00e9s b\u00e0sica, simplifica les tasques manuals, que consumeixen temps de les persones durant el proc\u00e9s de vendes.<\/li>\n<li><strong>Automatitzaci\u00f3 del m\u00e0rqueting. <\/strong>Automatitzaci\u00f3 del m\u00e0rqueting, que optimitza els m\u00faltiples processos de m\u00e0rqueting en campanyes de m\u00e0rqueting digital multicanal. Aix\u00f2 pot incloure el m\u00e0rqueting per correu electr\u00f2nic, SMS, xarxes socials etc., el xat en directe, el control del lloc web i la gesti\u00f3 doportunitats potencials de contacte.<\/li>\n<li><strong>Optimitzaci\u00f3 del servei al client. Proporcionar eines per <\/strong>automatitzar i accelerar els processos de servei al client, com l&#8217;encaminament en centres de trucades i la gesti\u00f3 d&#8217;informaci\u00f3, i proporciona eines d&#8217;autoservei per al client, com ara bots conversacionals, automatitzaci\u00f3 i gesti\u00f3 de pol\u00edtiques\/conformitats i bases de coneixements i\/o preguntes freq\u00fcents.<\/li>\n<\/ul>\n<p><strong>CRM per a anal\u00edtica<\/strong><\/p>\n<p>Un CRM anal\u00edtic se centra en les dades, les an\u00e0lisis i els informes per ajudar-te a entendre millor els teus clients.<\/p>\n<p>Si el vostre CRM pot connectar les dades d&#8217;intenci\u00f3 i comportament dels clients de forma directa, la informaci\u00f3 de l&#8217;empresa (per a vendes B2B) i els punts de dades de clients, tindr\u00e0s acc\u00e9s a perfils de clients precisos i complets que podr\u00e0s fer servir per a accions personalitzades de manera immediata. Amb aquest tipus d&#8217;eina CRM al marge d&#8217;on interactu\u00efn els teus clients o on es trobin en el proc\u00e9s de compra, sempre estar\u00e0s a punt per satisfer totes les seves expectatives.<\/p>\n<p><strong>CRM col\u00b7laboratiu<\/strong><\/p>\n<p>La col\u00b7laboraci\u00f3 entre departaments \u00e9s vital en molts processos de venda. <strong>Les dades de m\u00e0rqueting i vendes shan d&#8217;utilitzar de forma coordinada i conjuntament<\/strong>. Un CRM col\u00b7laboratiu integra dades d&#8217;accions de m\u00e0rqueting i automatitza les operacions de vendes i ERP perqu\u00e8 tot funcioni en conjunt i aix\u00ed poder tancar m\u00e9s operacions, a m\u00e9s d&#8217;oferir als diferents equips una visi\u00f3 clara de les necessitats i expectatives dels clients .<\/p>\n<p>Aix\u00f2 es pot fer de dues maneres<\/p>\n<ul>\n<li><strong>Gestionant els contactes. <\/strong>Els equips de vendes utilitzen els sistemes de gesti\u00f3 de contactes per fer un seguiment dels detalls de contacte i compte\/empresa i de totes les interaccions client\/client potencial. Els sistemes de gesti\u00f3 de contactes s\u00f3n el fonament dels processos de vendes col\u00b7laboratius, ja que allotgen les dades de clients de primera m\u00e0.<\/li>\n<\/ul>\n<ul>\n<li><strong>Gestionant els canals de comunicaci\u00f3. <\/strong>Els sistemes de gesti\u00f3 de canals poden abastar sistemes de vendes, servei al client i m\u00e0rqueting. Per exemple, les campanyes de m\u00e0rqueting digital i m\u00e0rqueting basat en comptes (ABM) operen en diferents canals per arribar a la major quantitat de persones possible. Tots dos poden ser part integral d&#8217;una estrat\u00e8gia de m\u00e0rqueting multicanal que funciona per interactuar amb les persones sense importar on siguin o com vulguin interactuar amb tu.<\/li>\n<\/ul>\n<p>L&#8217;\u00e0rea de servei al client ha d&#8217;aprofitar el m\u00e0xim de canals assistits i l&#8217;autoservei de qu\u00e8 disposin. \u00c9s una tasca molt complicada predir d&#8217;una manera precisa quins canals utilitzaran els clients ( chatbots , centre de trucades o cerques a la base de coneixements). Per tant, e<strong>star a tots els canals possibles \u00e9s el que marca la difer\u00e8ncia.<\/strong><\/p>\n<p>I per suposat, la gesti\u00f3 dels canals tamb\u00e9 s&#8217;ha d&#8217;aprofitar per interaccions amb distribu\u00efdors, majoristes i altres relacions amb socis que poden millorar el nostre abast de m\u00e0rqueting i venda. La gesti\u00f3 de relacions amb socis permetr\u00e0 als venedors compartir oportunitats, registrar operacions m\u00e9s c\u00f2modament, crear ofertes de manera directa, col\u00b7laborar amb els socis i, com a resultat d&#8217;aquestes pol\u00edtiques, generar millors registres de vendes.<\/p>\n<h2><strong>CRM B2B i CRM B2C<\/strong><\/h2>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-2560 size-medium\" src=\"https:\/\/rcassociats.com\/wp-content\/uploads\/2022\/11\/business-plan-and-marketing-with-b2bb2cc2c-text-on-papermanagement-and-service-concepts-300x197.jpg\" alt=\"B2B vs B2C\" width=\"300\" height=\"197\" srcset=\"https:\/\/rcassociats.com\/wp-content\/uploads\/2022\/11\/business-plan-and-marketing-with-b2bb2cc2c-text-on-papermanagement-and-service-concepts-300x197.jpg 300w, https:\/\/rcassociats.com\/wp-content\/uploads\/2022\/11\/business-plan-and-marketing-with-b2bb2cc2c-text-on-papermanagement-and-service-concepts-1024x673.jpg 1024w, https:\/\/rcassociats.com\/wp-content\/uploads\/2022\/11\/business-plan-and-marketing-with-b2bb2cc2c-text-on-papermanagement-and-service-concepts-768x505.jpg 768w, https:\/\/rcassociats.com\/wp-content\/uploads\/2022\/11\/business-plan-and-marketing-with-b2bb2cc2c-text-on-papermanagement-and-service-concepts-1536x1009.jpg 1536w, https:\/\/rcassociats.com\/wp-content\/uploads\/2022\/11\/business-plan-and-marketing-with-b2bb2cc2c-text-on-papermanagement-and-service-concepts-2048x1346.jpg 2048w, https:\/\/rcassociats.com\/wp-content\/uploads\/2022\/11\/business-plan-and-marketing-with-b2bb2cc2c-text-on-papermanagement-and-service-concepts-700x460.jpg 700w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/p>\n<p><strong>CRM B2B<\/strong><\/p>\n<p>Un CRM pot estar orientat o configurat per a diverses modalitats de venda. Les <a href=\"https:\/\/es.wikipedia.org\/wiki\/Business-to-business\">vendes B2B<\/a> s\u00f3n sovint m\u00e9s complexes, tenen m\u00e9s passos i normalment molts m\u00e9s implicats en les operacions i fases. Una venda pot trigar mesos a tancar-se. Les operacions B2B solen ser m\u00e9s grans i acostumen a ser menys freq\u00fcents que les vendes B2C habituals. Hi ha menys clients potencials perqu\u00e8 els productes B2B no solen ser tan necessaris. Moltes persones compren cervesa cada setmana, per\u00f2 no tothom necessita bigues de ferro refor\u00e7ades per a una construcci\u00f3.<\/p>\n<p>Per aquests motius, els cicles d&#8217;oportunitats perllongats i el nombre de participants implicats necessiteu un CRM basat en dades que s&#8217;adapti a les necessitats de l&#8217; operativa B2B.<\/p>\n<p><strong>CRM B2C<\/strong><\/p>\n<p>Un entorn de vendes B2C sol ser menys complex que un B2B, almenys a nivell operatiu i implicats en les fases de venda. Les vendes solen ser m\u00e9s r\u00e0pides i necessiten menys punts de contacte. Els acords m\u00e9s senzills i hi ha m\u00e9s productes per compra.<\/p>\n<p>A les <a href=\"https:\/\/es.wikipedia.org\/wiki\/Business-to-consumer\">vendes B2C<\/a> els segments d&#8217;audi\u00e8ncia i clients no estan tan estrictament definits com a les vendes B2B, ja que en ser m\u00e9s nombrosos la seva segmentaci\u00f3 \u00e9s molt \u00e0mplia. Es gestionen molts m\u00e9s segments i contactes que a les vendes B2B. Atesa la necessitat de centrar-se en aquest ampli p\u00fablic per realitzar vendes r\u00e0pides a gran escala, un CRM B2C no t\u00e9 les mateixes configuracions que un B2C, per norma estar\u00e0 m\u00e9s orientat a m\u00e0rqueting i gesti\u00f3 de vendes, que no pas a fases i implicats en aquestes .<\/p>\n<p><strong>L&#8217;opci\u00f3 del CRM m\u00f2bil<\/strong><\/p>\n<p>Finalment comentarem breument les funcionalitats d&#8217;un CRM m\u00f2bil, la principal ha de ser impulsar la productivitat del venedor. Una soluci\u00f3 de CRM m\u00f2bil amb un assistent digital\/ bot conversacional integrat permet als membres de l&#8217;equip de vendes manejar diverses tasques sense aturar-se.<\/p>\n<p>Els millors sistemes haurien de permetre als usuaris, com a m\u00ednim, fer el seg\u00fcent:<\/p>\n<ul>\n<li><strong>Introduir f\u00e0cilment la informaci\u00f3 de contacte, igual que localitzar-los si calgu\u00e9s.<\/strong><\/li>\n<li><strong>Accedir a la informaci\u00f3 del client i els registres de vendes des de qualsevol lloc, fins i tot sense estar connectats.<\/strong><\/li>\n<li><strong>Trobar informaci\u00f3 necess\u00e0ria de vendes i clients en qualsevol moment i lloc, i amb consist\u00e8ncia entre dispositius.<\/strong><\/li>\n<\/ul>\n<p>A <a href=\"https:\/\/rcassociats.com\/ca\/\">Rcassociats des d&#8217;Andorra<\/a> i <a href=\"https:\/\/www.csassociats.com\/ca\/\">CSassociats a Espanya<\/a>, dediquem el nostre talent a informar-te i assessorar-te sobre que CRM pots necessites i com configurar-ho perqu\u00e8 puguis millorar el rendiment de les vendes i avan\u00e7ar en el teu negoci. <strong>Si tens algun dubte, <a href=\"https:\/\/rcassociats.com\/ca\/contacte\/\">contacta amb nosaltres<\/a> i t&#8217;ajudarem el en el que calgui<\/strong>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>El programari CRM b\u00e0sicament ajuda a gestionar les relacions amb els clients i les interaccions de vendes. Es tendeix a pensar que un CRM serveix per a l&#8217;automatitzaci\u00f3 de la for\u00e7a de vendes, per\u00f2 en realitat hauries de ser molt m\u00e9s. Un CRM ha d&#8217;englobar el m\u00e0rqueting, l&#8217;atenci\u00f3 al client, les vendes i la gesti\u00f3 de socis de vendes.<\/p>\n","protected":false},"author":1,"featured_media":2566,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21],"tags":[],"class_list":["post-2558","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-ca"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u00bfQuin CRM necessites? - RC Associats<\/title>\n<meta name=\"description\" content=\"El concepte de programari CRM \u00e9s molt ampli, per aix\u00f2 intentarem explicar quins tipus hi ha i quina utilitat poden tenir per al vostre negoci.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/rcassociats.com\/ca\/quin-crm-necessites\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00bfQuin CRM necessites? 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