Customers are the basis of any company’s activity. Without customers, sales cannot be achieved, and therefore no revenues, no profits, and the company will not continue its activity and will stop. Therefore, it was necessary to pay attention to the customer database and the existence of relationships between the company and the customer, starting from identifying the customer’s needs, demands, and complaints, going through pre-services The sale, during and after the sale, and what this entails of recording all customer data (name - address - phone number - mobile number - email - .....) and other data. With the presence of technological progress, the need for this system has emerged, which depends mainly on an electronic system that keeps Through this system, all new customer data can be registered, as well as reviewing their needs and requests, and following up on these requests with a registration number that makes it easier for the customer and employee to follow up on requests or complaints and follow up on the resolution of the complaint by re-contacting the customer and informing him With all the developments that occur to his request or complaint, through a database on which all customer data is registered, and therefore the main objective of the CRM system is to maintain the For existing customers, achieving their desires, managing good relations between the customer and the company, in addition to helping the company target new customers through the available data that can be extracted from the system. Follow up on data registration and inquiries from non-customers about the company’s products and services, and what the system provides for re-contact with non-customers to follow up For these people, of course, a CRM system is completely different from a corporate resource management software.
The CRM system also allows companies to respond to customer inquiries and whether the service or product was obtained from other companies, or does the matter need to be renegotiated or clarified for some points, which helps the consumer to solve his problem and obtain the product or service from the company, and thus becomes among the list of new customers For the company, therefore, the CRM system plays a major role in increasing the company’s customers and attracting new customers to the company, as well as maintaining existing customers through periodic follow-up on the extent of customer satisfaction with the service or commodity and after-sales services. and others).
Thus, the lack of a CRM system makes the company lose a lot of its current customers and reduces the chances of acquiring new customers as a result of the lack of a database for these customers or a communication and follow-up tool, so companies needed to use a CRM system.
Why should companies use a CRM system?
As we have already explained, the CRM system plays a major role in managing customer relationships, as well as in maintaining the company’s existing customers, in addition to adding new customers and increasing customers, which means increased sales and thus increasing profits and acquiring a larger market share. The company’s growth and size will only happen with expansion and an increase in profits With this intense competition between companies and the presence of many companies in various fields, companies had to attract more customers, but you should note that it is completely different from the sales program. The role of advertising companies in marketing the company’s products is not enough to increase the number of customers or to maintain other customers, but it is necessary to have a database with the company to manage direct relationships between it and customers. Keeping the data of this future customer misses the company’s opportunity to obtain new customers in the future, so this person must be followed up by keeping his means of communication and knowing the appropriate time to call back and ask him (Has the problem been resolved? - Did you find what you want from the good/service you are looking for? - Are you satisfied with the product/service that you have purchased to solve your problem?) So companies should use the ERP system.
Investment activities covered by the CRM system
Also, this system covers the requests of all investment activities. No investment activity does not need a CRM system
To follow up and manage customer relations, for example, the real estate marketing activity, which is one of the activities that need a CRM system to manage customer relations in the company, starting from recording the data of existing customers and units owned or leased to them, as well as unit data, the date of contracts for units, building numbers, region, and apartment number, as well as all facilities data as a number. An electricity meter, water and gas meter, etc., whether owned or leased, in addition to the floor, as well as the financial information from the accounts program on which the customer’s accounts are based, such as the value of the installment or rent - the number of months of the lease contract - the value of insurance as well as the value of the unit sold and the payment system, whether in cash or installments in installments and the date The entitlement of payments and the value of each payment, and is there an advance payment and other data in real estate marketing companies. The CRM system also plays a major role in following up on non-customer inquiries and staff follow-up on these inquiries, as it is possible to attract new clients to fulfill the wishes of these people, and then increase the volume of sales of services to the real estate marketing company and achieve Its goals and increase its profits in addition to the great role that the CRM system plays in After-sales services in real estate marketing companies such as the existence of a maintenance contract for the units. Through this program, complaints from customers can be received and recorded on the system, and then solve these problems as problems in plumbing - electricity - air conditioning ... etc. for the unit or the customer are solved by providing the technician to solve the faults as well as Follow up with the customer to inquire about whether the problem has been resolved and are you satisfied with solving the problem in a way that guarantees the satisfaction of current customers and at a price that increases the reputation and confidence of customers in the level of service of the company.
The role of the CRM system in the growth of small and medium-sized companies
There is no doubt that the CRM system has a great role in the growth of the company In addition to acquiring a larger market share, this system also helps companies to identify the shortcomings in the service/commodity provided and work to solve the company's problems and eliminate weakness points. and customer desires, and work to solve them
Also, linking a program with e-marketing means such as Facebook, YouTube, WhatsApp, e-mail and others greatly helps companies through artificial intelligence means in following up with those wishing/searching for services/products and re-communicating with them.
CRM WHY EXFLEX
Acflex CRM system is considered one of the best customer relationship management systems in Egypt and the Middle East, as this system is distinguished by its diversity in maintaining the customer database internally, whether on an internal server in the company or the cloud system. It enables companies with many branches or multinationals to retain customers, follow them up and provide services Pre-sale, during, and after-sales through the CRM system in real-time and follow up the requirements, desires, and complaints of customers at the same time despite the geographic distance, the Acflex CRM program is suitable for all companies, whether they are small, medium or large companies or even multinational companies, add to that the occasion of the Acflex program CRM for all service, industrial and commercial activities. Through the program, you can follow up on all existing customers and contact them through the database provided by the program. You can also follow up on inquiries and requests for the company’s products and services, as the program encodes each customer, whether a current or future customer, within the program and keeps all data The blind records every request, inquiry, or complaint of the customer with a new case number and reminds the employee of the status of the case A complaint to be followed up. For example, in real estate marketing companies, the Acflex CRM program offers distinctive solutions for these companies through which they can manage customer relations in the best possible way. Also, through the Acflex CRM program, after-sales services can be managed in the car and home appliances showrooms and all commercial companies, real estate companies and companies Communications, restaurants, hypermarkets, and others. The program also offers a wonderful and diverse set of reports through which it is possible to follow up and manage the relationships of current and future customers. Through the follow-up report to customer inquiries, it is possible to identify the most sold and least sold products/services as well as by following up on customer complaints, it is possible to identify more Defects or problems in the product/service. It is also possible to know implementation problems such as poor performance or employee errors and others, in addition to the customer data report, which enables the company to obtain features and commonalities among customers, which helps the marketing department in targeting the most appropriate customer segments suitable for the company, which enables During which new customers are created and then the company’s customers are increased, and it is also possible to follow up on After-sales services to solve customer problems, maintenance work, and spare parts, in addition to determining the extent of customer satisfaction with the service/product and their opinions about the service or product, which greatly helps the company in the advancement and development of its products and services in line with the desire of customers.
CRM software price
Purchasing a CRM program is a simple matter, as this program is not considered expensive, but it is very valuable in maintaining the company's current customers and attracting new customers, and its value is to develop the company's products according to the wishes and complaints of customers and improve its services significantly, so it is better Any company, regardless of its size, should immediately purchase a CRM program so that it can significantly improve its performance shortly.
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