Esimweni sanamuhla sokuncintisana okukhulu kwezentengiselwano ze-inthanethi, ukuphathwa kobudlelwano namakhasimende okuphumelelayo sekuyinto ehlukanisayo ebalulekile yempumelelo yebhizinisi. Kulesi simo, i-CRM ethuthukisiwe (Ukuphathwa Kobudlelwano Namakhasimende) ivela njengethuluzi elibalulekile, inikeza izici eziyinkimbinkimbi ezidlula kakhulu ukugcina ulwazi lokuxhumana.
I-CRM ethuthukisiwe ye-e-commerce ihlanganisa ubuchwepheshe obusezingeni eliphezulu njengobuhlakani bokwenziwa (i-AI), ukufunda komshini, kanye nokuhlaziya okubikezelayo ukuze kunikezwe ukuqonda okujulile nokuguquguqukayo kokuziphatha kwamakhasimende. Lawa mathuluzi avumela izinkampani ukuthi zingagcini nje ngokusabela ezidingweni zamakhasimende kodwa futhi zibikezele izintandokazi zazo kanye nezitayela zokuthenga.
Enye yezinzuzo eziyinhloko ze-CRM ethuthukisiwe yikhono lokunikeza umbono wekhasimende ongu-360-degree. Lokhu kusho ukuthi zonke izindawo zokuthinta - kusukela ekuxhumaneni nezinkundla zokuxhumana kuya emlandweni wokuthenga kanye nensizakalo yamakhasimende - zihlanganiswe endaweni eyodwa. Lo mbono ophelele uvumela izinkampani ukuthi zenze ngezifiso amasu azo okumaketha nokuthengisa ngempumelelo enkulu.
Ukuhlukaniswa kwamakhasimende okuthuthukisiwe kungenye isici esinamandla esinikezwa izinhlelo ze-CRM zesimanje. Ngokusebenzisa ama-algorithms ayinkimbinkimbi, izinkampani zingahlukanisa isisekelo samakhasimende azo sibe amaqembu athile kakhulu, ngokusekelwe hhayi kuphela ekubalweni kwabantu kodwa nasekuziphatheni kokuphequlula, umlando wokuthenga, kanye nezintandokazi zomkhiqizo. Lokhu kuvumela ukudalwa kwemikhankaso yokumaketha eqondiswe kakhulu futhi efanelekile.
Ngaphezu kwalokho, i-CRM ethuthukisiwe ifaka izici zokuzenzakalela zokumaketha ezingaguqula indlela izinkampani ze-e-commerce ezixhumana ngayo namakhasimende azo. Imikhankaso ye-imeyili eyenzelwe wena, izaziso ezisheshayo, kanye nezincomo zomkhiqizo kungenziwa ngokuzenzakalela futhi kuqaliswe ngokusekelwe ekuziphatheni kwamakhasimende athile, okwandisa kakhulu ukuzibandakanya kanye namazinga okuguqulwa.
Ukuhlaziya okubikezelayo kungenye ingxenye ebalulekile ye-CRM ethuthukisiwe. Ngokusebenzisa amasu okufunda komshini, la mathuluzi angabikezela ukuziphatha kwamakhasimende esikhathini esizayo, njengokuba nethuba lokuthenga, ingozi yokungaguquki, noma ukwamukela izinhlobo ezithile zezipesheli. Lokhu kuvumela izinkampani ukuthi zithathe isinyathelo esibonakalayo emasu azo okugcina nokuthengisa.
Isevisi yamakhasimende nayo ithuthukiswa kakhulu nge-CRM ethuthukisiwe. Ama-chatbot asebenzisa i-AI angasingatha imibuzo eyisisekelo yamakhasimende amahora angama-24 ngosuku, izinsuku eziyi-7 ngesonto, kuyilapho ama-ejenti abantu ethola ulwazi oluningiliziwe ngomlando wamakhasimende, okuvumela isevisi eyenzelwe wena futhi esebenza kahle ezinkingeni eziyinkimbinkimbi.
Esinye isici esibalulekile ukuhlanganiswa nezinkundla zokuxhumana. Lokhu kuvumela izinkampani ukuthi ziqaphe futhi ziphendule ekukhulunyweni komkhiqizo ngesikhathi sangempela, kanye nokulandelela imizwa yamakhasimende maqondana nomkhiqizo. Leli khono lokulalela nokuxhumana namakhasimende lapho ekhona libalulekile ekwakheni ubudlelwano obuhlala njalo emhlabeni wedijithali.
I-CRM ethuthukisiwe iphinde inikeze amakhono okuhlaziya nokubika aqinile. Amadeshibhodi enziwe ngokwezifiso kanye nemibiko yesikhathi sangempela inikeza ukuqonda okubalulekile ngokusebenza kokuthengisa, ukusebenza kahle kwemikhankaso yokumaketha, kanye nokwaneliseka kwamakhasimende. Lokhu kuvumela izinkampani ukuthi zenze izinqumo ezisekelwe kudatha futhi zilungise ngokushesha amasu azo ngokuphendula izinguquko zemakethe.
Kodwa-ke, kubalulekile ukuqaphela ukuthi ukuqaliswa ngempumelelo kohlelo lwe-CRM oluthuthukisiwe kudinga okungaphezu nje kobuchwepheshe. Kudinga ukuzibophezela kwenhlangano ekugxileni kwamakhasimende, ukuqeqeshwa okwanele kwabasebenzi, kanye nesiko lokwenza izinqumo eliqhutshwa idatha.
Ngaphezu kwalokho, ngokwazi okwengeziwe ngobumfihlo bedatha, izinkampani kumele ziqinisekise ukuthi izinhlelo zazo ze-CRM ziyahambisana nemithetho efana ne-GDPR kanye ne-LGPD. Ukucaca mayelana nendlela idatha yamakhasimende eqoqwa futhi isetshenziswa ngayo kubalulekile ekugcineni ukwethenjwa kwabathengi. Ekuphetheni, i-CRM ethuthukisiwe imele ukuthuthuka okukhulu ekuphathweni kobudlelwano namakhasimende kwezentengiselwano ze-e. Ngokunikeza ukuqonda okujulile nokuguquguqukayo kwekhasimende, ukuzenzekela okuhlakaniphile, kanye nokuqonda okubikezelayo, la mathuluzi avumela izinkampani ukuthi zidale okuhlangenwe nakho kwamakhasimende okwenziwe ngezifiso ngempela futhi okunomthelela. Emakethe lapho ukwethembeka kwamakhasimende kuba nzima kakhulu ukukufeza, i-CRM ethuthukisiwe ingaba yisihluthulelo sokwakha ubudlelwano obuhlala njalo nokushayela ukukhula okusimeme kwezentengiselwano ze-e.
