Customer relationship management tasks completed with modern technology
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Mobile CRM（customer relationship management）It is a kind of utilization of modernmobile terminal Technology, mobile communication technology, computer technology and other modern technologies can also achieve the customer relationship management tasks that are usually completed in the office in mobile.moveCRMThe system has incomparable advantages over traditional CRM system.Mobile CRM system enables business software to get rid of time and place limitations, communicate with the company's business platform anytime, anywhere, and effectively improveManagement efficiencyAnd promote the growth of enterprise benefits.
along withMobile technologyWith the development of computer technology and mobile terminal technology, mobile customer relationship management technology has gone through three generations.
The first generation mobile customer relationship management technology based on SMS has many serious defects. The most serious problem is poor real-time performance, and the query request will not be answered immediately.In addition, due to the limitation of short message length, some queries cannot get a complete answer.These serious problems that users cannot tolerate also led to some early use of SMS based mobileCustomer relationship management systemOur departments have requested to upgrade and transform the existing system.
The second generation of mobile customer relationship management system is based onWAP technologyThe mobile phone mainly accesses WAP web pages through browser to realize information query, which partially solves the problem of the first generation mobile access technology.The defects of the second generation mobile access technology mainly lie in the interactive ability of WAP web page accessrangeTherefore, it greatly limits the flexibility and convenience of mobile customer relationship management system.In addition, due to the encryption authentication used by WAPWTLSThe security channel established by the protocol must be in theWAP gatewayUpper termination, resulting in potential safety hazard, soWAPThe security problem of web page access is also a serious problem for business systems with extremely strict security requirements.These problems also make the second generation technology difficult to meet the requirements of users.
Next generation mobileCustomer relationship management system, that is, the third-generation mobile customer relationship management system integrates 3GMobile technology, intelligent mobile terminal, VPN, database synchronization, identity authentication, Web service and other latest cutting-edge technologies of mobile communication, information processing and computer network, relying on private network and wireless communication technology, have greatly improved the security and interaction ability of the system, providing a safe and fast modernization for customer relationship management personnelMobile law enforcementMechanism.Jinnuo Mobile CRMThe system uses mobile devices to facilitate use, save timeConfidentialityWith the advantages of strong and convenient carrying, we manage the business work of field staff on the mobile platform, and effectively solve the problems of unfixed working place, delayed data feedback, and difficult supervision of personnel in field management.
The application prospect of mobile CRM for enterprises is extremely optimistic.For enterprise management, managers can access key information at any time and anywhere, pay continuous attention to orders, shipments, approvals, etc., and form a unified and complete management through the mobile platform.For ordinary sales personnel, it has broken the bottleneck of sending emails and making phone calls in the past, strengthened the opportunities of dealing with customers, and can control customer information, financial information, ordering information, etc. at any time, and even get more potential customers.[1]
Solution
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Application background
With the continuous innovation of information communication technology, e-commerce and transportation have developed rapidly.The sales model is also changing constantly. The localized and single sales model has developed into a cross regional, multi-level complex model. The sales form is becoming more and more huge, the sales outlets are becoming more and more extensive, the information content that needs to be communicated and exchanged is also increasing, and the pressure on management is also increasing.The traditional sales management (CRM) system, which can only be operated in fixed locations, cannot effectively solve the problem of cross regional sales information communication, and cannot ensure the unified and rational distribution of resources in all aspects of sales.
Modern enterprise business has used business information management system（CRM system）, to manage and develop the business market, but it cannot be used anywhere at any time, and needs to have a portable business system.The specific performance is as follows:
1. Small sales outlets with limited conditions cannot install computers or have computers and cannot connect to the headquartersC/S architectureCRM system.
2. Sales promotion activities and sales statistics cannot be entered into the sales management system on site.
3. The sales business needs an on-site queryProduct InformationOr emergency approval function.
4. The channel franchisee wants to know about the inventory of the company's related goods, and see the price and specific information of new products at the first time, so as to quickly complete the salesDistribution。
5. The supervisor went out to inspect the sales store, and the statistical work and problem summary could not be entered in real time.
6. The salesperson is in charge of many areas and often travels on business. A convenient and efficient business platform is needed on the way to deal with orders from dealers and customers.
7. The company's leaders are busy, and can log in at any time when they need to be free from the site and network restrictions on their business tripEnterprise business system。
Solution
Mobile Sales(CRM system network) solution is to use the existing CRM system of the enterprise“Mobile CloudAccess management platform "seamlessly and safely extends to mobile terminals such as smart phones and tablets.You only need to deploy mobile cloud devices and iserver servers in the enterprise's existing IT network.Realize sales data query, real-time entry of sales data, real-time analysis of sales data, and real-time in places with 3G/WIFI networksResource scheduling, making sales plans in real time.
Specifically, the following points can be achieved on mobile phones and tablets:
1. Mobile query of sales data
Customer information, product price, source of goods (goods, suppliers), real-time inquiry of orders, logistics tracking, etc. are operated on mobile phones and tablets at any time.
2. Real time entry of sales data
The salesperson realizes orders, sales reports, and customer data real-time entry on the customer's site or on the way out on mobile phones and tablets.
3. Real time transmission of internal data
Real time transmission of various data such as sales data, salesperson information, local distribution agent information, upstream and downstream supply problems, industry and industry latest information.
4. Extreme time analysis of sales data
Make use of various data information of existing sales to carry out rapid and efficientSales analysisThe results can be synchronized to all relevant personnel to promote the next step of work.
Mobile phones and tablet computers monitor sales and inventory in real time, and dispatch goods and supporting resources according to the objective situation of the market at any time to achieve optimal sales configuration.
6. Sales plan
Sales plans can be formulated on mobile phones and tablets, reported to leaders, and notified to subordinate employees, so as to complete plan communication and order issuance quickly and efficiently.
Program value and advantages
(a) Seamless migration
The original CRM system is transplanted to mobile phones and tablets without any damage. The operation is the same as that in front of the PC. The relevant personnel do not need training.
(b) Highly unified management of sales, fast sales, real-time communication, and resource optimization.
(c) Fast deployment
It does not need to change the existing IT environment, as long as our platform is connected to the publishing application, it can be used.
(d) Security
SSL secure socket protocol with 128 bit encryption is adopted to ensure transmission security;The access mode isolated from the external network supports private network access for security;Multi client login authentication: it can be combined with the existing authentication methods of the enterprise, based on the unified roleaccess control And authentication management (integrated certificate center, RSA token center), supporting third-party user account management platform (AD domainLDAP、RADIUS）And the safest USB-KEY authentication mode.It also supports comprehensive authentication of multiple above authentication modes
(e) Full coverage of network and terminal
(f) Full coverage of various mobile phone and tablet operating systems such as Apple IOS, Android, LeOS, OPhone OS, Windows mobile;Fully support GPRS, GSM, EDGE, CDMA, WCDMA, TD-SCDMA, WIFI and other wireless network environments
safety problem
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Because mobile CRM needs to access the government'sIntranetAs well as the wireless transmission of information in the air, the primary issue of the use and promotion of mobile CRM is the security of mobile CRM.Today, with the increasing threat of network security, the security of mobile CRM system is an important issue that cannot be ignored.How to ensure the security of government network and information is also a problem that users are most concerned about.Since mobile CRM needs to pass through the wireless network of the operator and the operating network of the mobile operator, information leakage or introduction may occurHacker attackProblems.Therefore, only by providing an extremely secure solution for mobile CRM, can the application of mobile CRM become possible.Some professional manufacturers have designed mobile CRM systems that integrate security and mobile applications as a whole to provide a full range of mobile secure office solutions for the security of mobile applications.This scheme is based onData integrity, information confidentiality, network security and every step of information processing have been carefully designed, which not only ensures the high security of mobile CRM applications, but also realizes the efficiency and convenience of mobile applications.
