Dealing with hoards of customer data is part and parcel of business management.

處理大量的客戶資料是企業管理不可或缺的一部分。

認識一下 Joe，他經營一家顧問公司。

程度副詞

From the leads generated by the marketing team to the personal information handled by the sales team, juggling so much data needs an efficient system.

從行銷團隊產生的潛在客戶名單，到銷售團隊處理的個人資訊，要有效管理這麼多資料需要一個高效的系統。

The rapid influx of leads, proper delegation of client duties to his team and customer retention post service.

潛在客戶的快速湧入、將客戶職責妥善分配給團隊，以及服務後的客戶留存。

All of these duties were making Joe lose sleep due to overworking.

這些職責讓 Joe 因為過勞而睡不著覺。

Have you ever wondered how companies like Amazon and Google can maneuver such complications with ease?

你有沒有想過像 Amazon 和 Google 這樣的公司是如何輕鬆應對這些複雜情況的？

Kevin, Joe's friend, introduced the concept of CRM systems to Joe in order to help him manage the company's day to day activities.

Joe 的朋友 Kevin 向 Joe 介紹了 CRM 系統的概念，以幫助他管理公司日常事務。

CRM platforms help in streamlining this process, which ultimately leads to better management of company resources, increased revenue and higher customer satisfaction.

CRM 平臺有助於簡化這個流程，最終能更好地管理公司資源、增加營收並提高客戶滿意度。

But Joe wanted to understand first what is CRM?

但 Joe 首先想了解的是，什麼是 CRM？

CRM, which stands for customer relationship management, refers to any business development, customer retention and customer acquisition strategies, techniques, systems and technologies.

CRM，也就是客戶關係管理，指的是任何業務發展、客戶留存和客戶獲取的策略、技術、系統和技術。

The objective is to strengthen interactions with customers in order to promote client retention and increase sales.

目標是加強與客戶的互動，以促進客戶留存並增加銷售。

CRM systems gather information on customers from various points of contact between them and the business such as the company's website, the company phone line, web chat, email marketing content and social media.

CRM 系統會從客戶與企業的各種接觸點收集客戶資訊，例如公司網站、公司電話線、線上哈拉、電子郵件行銷內容和社群媒體。

CRM systems may also provide staff workers who deal with consumers with in depth knowledge of their personal data, purchasing history, shopping preferences and challenges.

CRM 系統還可以為與消費者打交道的員工提供有關其個人資訊、購買歷史、購物偏好和挑戰的深入瞭解。

The best thing about a CRM system is that it can be used by virtually every organizational unit from sales and customer service to hiring, marketing and corporate development.

CRM 系統最棒的地方在於，幾乎所有組織單位，從銷售和客戶服務到招聘、行銷和企業發展，都可以使用它。

A better approach to handling external interactions is the crux of CRM platforms.

處理外部互動的更好方法是 CRM 平臺的核心。

Joe, like Kevin, can use the CRM platform to centralize all customer data, track search service issues, located potential clients and managed marketing campaigns.

Joe 和 Kevin 一樣，可以使用 CRM 平臺來集中所有客戶資料、追蹤服務問題、找到潛在客戶名單並管理行銷活動。

It will help Joe's team access data much faster and collaboration will become very smooth, leading to increased productivity.

這將幫助 Joe 的團隊更快地存取資料，協作也會變得非常順暢，進而提高生產力。

CRM platforms can serve companies of all sizes, from small startups to multinational corporations.

CRM 平臺可以服務各種規模的公司，從小型新創公司到跨國企業。

Kevin's own startup uses a CRM platform that utilizes cloud computing, also referred to as SaaS, software, as a service or on demand CRM, and

Kevin 的新創公司就使用一個利用雲端運算的 CRM 平臺，也稱為 SaaS、軟體即服務或隨選 CRM，而且

stores data on an external remote network that employees can access whenever they need to.

儲存在外部遠端網路，員工可以隨時存取。

Businesses with little technological know how or resources are drawn to the cloud's speedy, comparatively simple deployment possibilities.

技術知識或資源較少的小型企業，會被雲端快速、相對簡單的部署方式所吸引。

Joe wanted to know how CRM platforms streamline back end operations, which Kevin clarified gladly.

Joe 想知道 CRM 平臺如何簡化後端作業，Kevin 很樂意地解釋了。

Backend processes like manufacturing, warehousing, shipping, engineering or finance are not intended to be assisted by CRMs.

CRM 並不旨在協助製造、倉儲、運輸、工程或財務等後端流程。

Naturally, CRM technologies cannot control what they are unable to observe.

當然，CRM 技術無法管控它無法觀察到的事物。

Therefore, it reduces the efficacy of the system for the entire team.

是以，這會降低整個團隊系統的效率。

If employees work leads or transactions outside of it Some CRM applications are simply used for data management to help entrepreneurs like Joe and Kevin run their complete business more successfully.

如果員工在系統外處理潛在客戶或交易，有些 CRM 應用程式僅用於資料管理，以協助像 Joe 和 Kevin 這樣的創業者更成功地經營他們的整個業務。

An all in one CRM system also provides crucial functions like landing pages, quotations and invoicing.

一站式的 CRM 系統也提供重要的功能，如登陸頁面、報價和發票。

Joe was still not convinced, which led Kevin to explain how his startup benefits from their CRM platform.

Joe 仍然不太相信，這讓 Kevin 解釋了他們的創投公司如何從他們的 CRM 平臺中獲益。

All of Kevin's contacts are managed by a CRM, which also collects crucial customer data like demographics, purchase histories and prior communications across all channels and makes it readily available to anybody in his organization who needs it.

Kevin 的所有聯絡人都是由 CRM 管理，它還會收集關鍵的客戶資料，例如人口統計、購買紀錄和所有管道的先前溝通紀錄，並讓組織內任何需要的人都能輕鬆取得。

This guarantees that Kevin's staff has all the information they want about the client at their fingertips and can offer a better customer experience, which usually increases client satisfaction.

這能確保 Kevin 的員工隨時掌握客戶的所有資訊，並提供更好的客戶體驗，進而提高客戶滿意度。

2 By streamlining Kevin's sales process, creating a sales funnel, automating crucial processes, and

透過簡化 Kevin 的銷售流程、建立銷售漏斗、自動化關鍵流程，以及

gathering all of your data in one location, a CRM platform may help him boost productivity and sales performance.

將所有資料集中管理，CRM 平臺可以幫助他提高生產力和銷售業績。

CRM software often includes analytical features that contextualize data, dividing it into useful metrics and actionable things.

CRM 軟體通常包含分析功能，能將資料進行情境化，區抽成有用的指標和可操作的項目。

Kevin may assess the performance of a marketing strategy and adjust his optimization strategies using metrics like click through rates, churn rate, and

Kevin 可以利用點閱率、流失率和

人口統計資料等指標，來評估行銷策略的成效並調整他的優化策略。

4 One more thing that CRM software excels at is creating a single database that houses all of Kevin's company's client information and makes it readily available to anyone who needs it.

4. CRM 軟體另一項擅長之處，是建立一個單一資料庫，儲存 Kevin 公司所有的客戶資訊，並讓任何需要的人都能輕鬆取得。

This improves and increases the client experience while saving his staff time from having to go through outdated files and information.

這能改善並提升客戶體驗，同時節省員工從過時檔案和資訊中查找的時間。

Kevin 可以透過自動化的銷售報告和 CRM 軟體，看到重要的趨勢，並預測未來銷售週期的表現。

Kevin may see important trends and gain a sense of what to anticipate from his future sales cycle performance with the automated sales reports and CRM software.

他接著就能調整他的目標和指標，以符合這些預估。

He can then modify his goals and targets to fit these estimates.

CRM 能自動化聯絡、溝通和協作等作業，所以透過這套軟體，Joe 的團隊日常任務和流程會進行得快得多。

CRMs automate operations like contact, communication and collaboration, so Joe's team's daily tasks and procedures will move much more quickly thanks to the software.

CRM 也能減少錯誤，並確保所有溝通都能在適當的時間發送給正確的收件人。

The CRM can also minimize mistakes and guarantee that all communications are sent to the appropriate recipients at the appropriate times.

多虧了 Kevin 的指導，Joe 現在可以專注於經營事業的重要面向，而不是在後勤層面管理瑣碎的細節。

Thanks to Kevin's guidance, Joe can now focus on the important aspects of running a business rather than manage the nitty gritty details on a logistical level.

所以這裡有個問題，CRM 平臺的首要目的是什麼？

So here is a question for what is the primary purpose of a CRM platform?

尋找潛在客戶名單以進行業務發展 2.

透過潛在客戶和資源管理來最大化營收 3.

Finding leads for business acquisition 2.

Maximizing revenue through lead and resource management 3.

Help create multiple income streams for an organization, give the correct answer along with your reasoning and stand a chance to win an Amazon voucher.

協助組織創造多個收入來源，並提供正確答案和您的理由，就有機會贏得亞馬遜禮券。

Think about it and leave your answers in the comments section and we will provide the answer next week.

請仔細思考，並在留言區留下您的答案，我們將在下週公佈解答。

If you did, a thumbs up would be really appreciated.

如果喜歡的話，一個讚會讓我們非常開心。

Here's your reminder to subscribe to our channel and click on the Bell icon for more on the latest technologies and trends.

提醒您訂閱我們的頻道，並點擊鈴鐺圖示，以獲取最新技術和趨勢的更多資訊。

Thank you for watching and stay tuned for more from Simply Learn.

感謝您的觀看，請持續關注 Simply Learn 的更多精彩內容。

什麼是CRM？| CRM軟體入門介紹 | 新手CRM專案 | CRM 2022 | Simplilearn (What Is CRM? | Introduction To CRM Software| CRM Projects For Beginners | CRM 2022 | Simplilearn)