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Realscheme’s ''Customer Relationship Management (CRM) Solution'' is designed to build a systematic, ''End-to-End Operational" system that is "Customer-Centric" and aimed at achieving customer satisfaction and loyalty. The CRM solution integrates the entire process, from understanding and developing customer needs to ultimately realizing customer value. ''Narrow CRM'' includes customer management systems, service systems, and platform development. ''Broad CRM'' encompasses customer needs management and development, customer satisfaction and loyalty management, service response and development, service product development and implementation, MTL (Market to Lead), LTC (Lead to Cash), marketing management, and other key activity areas.
Realscheme's ''CRM Solution'' focuses on customer management as its foundation, continuously extending to the development of customer needs, ultimately achieving customer loyalty based on customer satisfaction.
Realscheme CRM is divided into Narrow CRM and Broad CRM.
| Narrow CRM: | Broad CRM： |
| • Customer Classification and Tiered Management | • All Narrow CRM Service Content |
| • Customer Service Standards Development | • Nine Winning Moves for Key Account Development |
| • Customer Satisfaction Management | • Customer Needs Management and Development |
| • After-Sales Service Process | • Customer Satisfaction and Loyalty System |
| • Spare Parts and Accessories System Development | • Service Product Development and Implementation |
| • Proactive Customer Care | • Service Marketing System Construction |
• Service Element Development (including model customer development, service material development, etc.) | • MTL+LTC |
• Service Platform Development (including organization, call centers, etc.) | • Service IT System Development (CRM system implementation) |
The concept and scope of ''CRM'' are evolving with the times, shifting from the traditional passive response to customer needs and issue resolution, to a proactive approach in identifying and developing customer needs. Many leading companies, under the guidance of Realscheme, have elevated their service to a strategic level, making it a core competitive advantage and profit center.
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