{"id":1037,"date":"2020-12-27T10:32:00","date_gmt":"2020-12-27T07:32:00","guid":{"rendered":"https:\/\/uzmanposta.com\/blog\/?p=1037"},"modified":"2023-08-01T11:25:01","modified_gmt":"2023-08-01T08:25:01","slug":"crm-musteri-iliskileri-yonetimi","status":"publish","type":"post","link":"https:\/\/uzmanposta.com\/blog\/crm-musteri-iliskileri-yonetimi\/","title":{"rendered":"CRM Nedir? M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi Neden Kullan\u0131lmal\u0131d\u0131r?"},"content":{"rendered":"\n<pre class=\"wp-block-preformatted\"><strong>CRM,<\/strong> <strong>Customer Relationship Management -<\/strong> <strong>M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi<\/strong> anlam\u0131na gelir.<\/pre>\n\n\n\n<p>Gelirleri ve karl\u0131l\u0131\u011f\u0131 art\u0131rmak, maliyetleri d\u00fc\u015f\u00fcrmek ve m\u00fc\u015fteri sadakatini art\u0131rmak i\u00e7in tasarlanm\u0131\u015f \u015firket \u00e7ap\u0131nda bir i\u015f stratejisidir.<\/p>\n\n\n\n<p>CRM felsefesi basittir. \u00d6ncelik her zaman m\u00fc\u015fteridir.<\/p>\n\n\n\n<p>Neden mi?<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>M\u00fc\u015fterilerin %86&#8217;s\u0131 daha iyi bir m\u00fc\u015fteri deneyimi i\u00e7in daha fazla \u00f6demeye isteklidir.<\/li><li>M\u00fc\u015fteri odakl\u0131 \u015firketler, olmayanlara g\u00f6re %60 daha karl\u0131d\u0131r.<\/li><li>Her 3 m\u00fc\u015fteriden 1&#8217;i yaln\u0131zca bir olumsuz deneyimden sonra sevdi\u011fi bir markay\u0131 terk eder.<\/li><\/ul>\n\n\n\n<p>Bir <strong>CRM yaz\u0131l\u0131m\u0131<\/strong>, her m\u00fc\u015fteriye ger\u00e7ek zamanl\u0131 olarak tek bir b\u00fct\u00fcnsel g\u00f6r\u00fcn\u00fcm vermek i\u00e7in \u015firket genelindeki farkl\u0131 departmanlardan t\u00fcm bilgileri bir araya getirir.<\/p>\n\n\n\n<p>CRM ba\u015far\u0131l\u0131 bir \u015fekilde uyguland\u0131\u011f\u0131nda, \u015firketlere yaln\u0131zca i\u015flerini b\u00fcy\u00fctme f\u0131rsatlar\u0131 hakk\u0131nda fikir vermekle kalmaz, ayn\u0131 zamanda de\u011ferlerini \u00f6l\u00e7menin bir yolunu da sunar.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CRM \u0130\u015fletmeniz \u0130\u00e7in Neden \u00d6nemlidir?<\/h2>\n\n\n\n<p><strong>CRM<\/strong>, i\u015fletmeler i\u00e7in her zamankinden daha \u00f6nemlidir \u00e7\u00fcnk\u00fc yeni m\u00fc\u015fteriler kazanman\u0131za ve mevcut m\u00fc\u015fterileri elde tutman\u0131za yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<p>Gartner taraf\u0131ndan haz\u0131rlanan bir raporda, CRM yaz\u0131l\u0131m gelirlerinin veritaban\u0131 y\u00f6netim sistemlerini geride b\u0131rakarak t\u00fcm yaz\u0131l\u0131m pazarlar\u0131n\u0131n en b\u00fcy\u00fc\u011f\u00fc haline geldi\u011fi belirtiliyor.&nbsp;<\/p>\n\n\n\n<p>G\u00fcn\u00fcm\u00fcz\u00fcn son derece rekabet\u00e7i ortam\u0131nda, aralar\u0131ndan se\u00e7im yapabilecekleri pek \u00e7ok \u00fcr\u00fcn ve hizmet varken; m\u00fc\u015fteriler olduk\u00e7a se\u00e7icidir ve m\u00fc\u015fteri sadakati pek de i\u015finize yaramayabilir.<\/p>\n\n\n\n<p>Pazara yeni bir \u00fcr\u00fcn sunuldu\u011fu anda, bu \u00fcr\u00fcn veya hizmetin aniden bir meta haline gelmesi sadece birka\u00e7 ay s\u00fcrer ve bu da \u015firket de\u011fi\u015ftirmenin kolay oldu\u011fu anlam\u0131na gelir.<\/p>\n\n\n\n<p>Ve d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fcz\u00fcn aksine, t\u00fcm m\u00fc\u015fteriler ayn\u0131 de\u011fildir.<\/p>\n\n\n\n<p>Baz\u0131lar\u0131 \u00e7ok az harcama yapmalar\u0131na ra\u011fmen m\u00fc\u015fteri hizmetleri ekiplerinde s\u0131k\u0131nt\u0131lara sebep olabilir. Baz\u0131lar\u0131 ise s\u0131k \u200b\u200bs\u0131k harcama yaparak, genellikle yeni \u00fcr\u00fcn ve hizmetlerinizi sat\u0131n al\u0131rlar. Hatta pazarlar\u0131nda g\u00fc\u00e7l\u00fc influencer\u2019lar olabilirler.<\/p>\n\n\n\n<p>Bu gibi durumlarda CRM, farkl\u0131 m\u00fc\u015fteri gruplar\u0131 ile u\u011fra\u015f\u0131rken sat\u0131\u015f ve pazarlama \u00e7abalar\u0131n\u0131n \u00f6nceliklendirilmesine yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<p>Ayr\u0131ca, \u00fcr\u00fcn portf\u00f6y\u00fcn\u00fcn m\u00fc\u015fterilere sunulma \u015feklini iyile\u015ftirmek i\u00e7in \u015firketlere m\u00fc\u015fteri ihtiya\u00e7 ve isteklerini anlaman\u0131n daha iyi bir yolunu sunar. M\u00fc\u015fterilerinizin, sat\u0131n alma tercihleri \u200b\u200bve davran\u0131\u015flar\u0131 hakk\u0131nda ne kadar \u00e7ok \u015fey bilirseniz, teklifinizin hedefe ula\u015fma olas\u0131l\u0131\u011f\u0131 o kadar artar.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CRM Nas\u0131l \u00c7al\u0131\u015f\u0131r?<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-nasil-calisir.png\" alt=\"CRM Nas\u0131l \u00c7al\u0131\u015f\u0131r?\" class=\"wp-image-1040\" width=\"943\" height=\"472\" srcset=\"https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-nasil-calisir.png 750w, https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-nasil-calisir-300x150.png 300w, https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-nasil-calisir-360x180.png 360w\" sizes=\"(max-width: 943px) 100vw, 943px\" \/><\/figure>\n\n\n\n<p>Baz\u0131 insanlar CRM&#8217;i sadece bir teknoloji olarak d\u00fc\u015f\u00fcnse de, CRM bundan \u00e7ok daha fazlas\u0131d\u0131r.<\/p>\n\n\n\n<p>Neden mi?<\/p>\n\n\n\n<p>\u00c7\u00fcnk\u00fc hi\u00e7bir teknoloji, uygulanmas\u0131na ve kullan\u0131m\u0131na rehberlik edecek bir strateji olmadan ba\u015far\u0131l\u0131 olamaz. M\u00fc\u015fteri odakl\u0131 bir plan\u0131 hayata ge\u00e7irmek i\u00e7in i\u015f stratejisi ve teknoloji birlikte \u00e7al\u0131\u015f\u0131r.<\/p>\n\n\n\n<p>\u015eimdi, CRM&#8217;nin <strong>m\u00fc\u015fteri odakl\u0131l\u0131k, m\u00fc\u015fteri veri y\u00f6netimi <\/strong>ve <strong>otomasyonda<\/strong> oynad\u0131\u011f\u0131 role bir g\u00f6z atal\u0131m.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. M\u00fc\u015fteri odakl\u0131 bir stratejiyi destekler<\/h3>\n\n\n\n<p>Bir <strong>CRM sistemi<\/strong>, yapt\u0131\u011f\u0131n\u0131z her \u015feyin merkezinde m\u00fc\u015fterinin oldu\u011funu s\u00f6yleyen bir stratejiyi destekler. Bu m\u00fc\u015fteri odakl\u0131 strateji, a\u00e7\u0131k hedeflere ve anlaml\u0131 bir deneyimin neye benzedi\u011fine dair bir vizyona dayanmal\u0131d\u0131r.<\/p>\n\n\n\n<p>Gartner&#8217;\u0131n &#8220;Improving the Customer Experience&#8221; raporuna g\u00f6re, <strong>de\u011ferli bir m\u00fc\u015fteri deneyimi <\/strong>CRM&#8217;nin ayr\u0131lmaz bir par\u00e7as\u0131d\u0131r.<\/p>\n\n\n\n<p>Bir m\u00fc\u015fteri, herhangi bir kanal arac\u0131l\u0131\u011f\u0131yla bir kurulu\u015fla her temasa ge\u00e7ti\u011finde, m\u00fc\u015fteri bir fikir olu\u015fturma f\u0131rsat\u0131 bulur. Bu kolektif m\u00fc\u015fteri deneyimleri k\u00fcmesi, zamanla m\u00fc\u015fterinin zihninde bir resim olu\u015fturur (bu da marka ve de\u011ferlerin imaj\u0131n\u0131 olu\u015fturur).<\/p>\n\n\n\n<p>CRM tasar\u0131m\u0131 konusunda ciddi olan ve kaliteli bir m\u00fc\u015fteri deneyimini s\u00fcrd\u00fcren kurulu\u015flar, k\u00f6t\u00fc bir m\u00fc\u015fteri deneyiminin m\u00fc\u015fteri kayb\u0131na do\u011fru bir ad\u0131m oldu\u011funu kabul ederken, iyi bir deneyim sadakati te\u015fvik eder.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. T\u00fcm m\u00fc\u015fteri verilerinizi merkezile\u015ftirir<\/h3>\n\n\n\n<p>CRM yaz\u0131l\u0131m\u0131, t\u00fcm sat\u0131\u015f, pazarlama ve m\u00fc\u015fteri hizmetleri bilgilerini tek bir merkezi veritaban\u0131nda birle\u015ftirir.<\/p>\n\n\n\n<p>\u0130\u015fletmelerin %92&#8217;si potansiyel m\u00fc\u015fteriler ve m\u00fc\u015fteriler hakk\u0131nda veri toplarken, CRM bir veritaban\u0131ndaki t\u00fcm verilere eri\u015fim, kurulu\u015funuz i\u00e7inde eri\u015fim sa\u011flar.<\/p>\n\n\n\n<p>Peki CRM ile ne t\u00fcr m\u00fc\u015fteri bilgileri toplan\u0131r?<\/p>\n\n\n\n<p>M\u00fc\u015fteri bilgileri; telefon numaralar\u0131n\u0131, adresleri ve yap\u0131lan son ileti\u015fimi i\u00e7erir, ancak bunlarla s\u0131n\u0131rl\u0131 de\u011fildir. Yaz\u0131l\u0131m ayr\u0131ca neyin tart\u0131\u015f\u0131ld\u0131\u011f\u0131n\u0131, bir sonraki takip tarihinin ne oldu\u011funu vb. s\u00fcre\u00e7lerini takip eder (bunlar\u0131n t\u00fcm\u00fc KVKK ile uyumlu olmal\u0131d\u0131r).<\/p>\n\n\n\n<p>Bu bilgiler daha sonra pazarlama, sat\u0131\u015f ve m\u00fc\u015fteri hizmetleri faaliyetlerini m\u00fc\u015fteriyle ili\u015fkili olarak y\u00f6netmek, \u00f6l\u00e7mek ve takip etmek i\u00e7in kullan\u0131labilir. Genel olarak, daha fazla m\u00fc\u015fteri sadakati ve daha iyi bir m\u00fc\u015fteri deneyimi olu\u015fturman\u0131z\u0131 sa\u011flar.<\/p>\n\n\n\n<p>Bir CRM sistemi m\u00fc\u015fteriye d\u00f6n\u00fck t\u00fcm bilgileri merkezile\u015ftirir. Bu sayede sat\u0131\u015f\u00e7\u0131lar, kendileriyle ileti\u015fim kurmad\u0131\u011f\u0131 i\u00e7in pazarlamay\u0131 su\u00e7layamaz. Pazarlama, sat\u0131\u015f\u0131 kampanyalar\u0131n\u0131 uygulamad\u0131\u011f\u0131 i\u00e7in su\u00e7layamaz ve m\u00fc\u015fteri hizmetleri ho\u015fnutsuz m\u00fc\u015fteriler i\u00e7in sat\u0131\u015f\u0131 su\u00e7layamaz.<\/p>\n\n\n\n<p>Herkesin ayn\u0131 m\u00fc\u015fteri bilgilerine eri\u015fimi vard\u0131r. CRM, m\u00fc\u015fterinin 360 derecelik eksiksiz bir g\u00f6r\u00fcn\u00fcm\u00fcn\u00fc verir.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. M\u00fc\u015fteriye d\u00f6n\u00fck i\u015f s\u00fcre\u00e7lerini otomatikle\u015ftirir<\/h3>\n\n\n\n<p>\u015eirketlerin i\u015fle ilgili s\u00fcre\u00e7leri ve m\u00fc\u015fteriye d\u00f6n\u00fck s\u00fcre\u00e7leri vard\u0131r.<\/p>\n\n\n\n<p>\u0130\u015fle ilgili s\u00fcre\u00e7ler, b\u00fct\u00e7eleme ve planlama gibi i\u015fletmenin daha verimli \u00e7al\u0131\u015fmas\u0131n\u0131 sa\u011flayan s\u00fcre\u00e7lerdir; m\u00fc\u015fteriye d\u00f6n\u00fck s\u00fcre\u00e7ler ise sat\u0131\u015f, pazarlama ve m\u00fc\u015fteri hizmetlerini i\u00e7erir.<\/p>\n\n\n\n<p>Bir CRM stratejisi, \u00f6ncelikle m\u00fc\u015fteriyle y\u00fcz y\u00fcze olan s\u00fcre\u00e7lere odaklan\u0131r.<\/p>\n\n\n\n<p>T\u00fcm CRM s\u00fcreci bir m\u00fc\u015fteri aday\u0131 ile ba\u015flar. Bu genellikle, bir ki\u015fi bir web formu doldurdu\u011funda veya size ileti\u015fim bilgilerini sa\u011flad\u0131\u011f\u0131nda m\u00fcmk\u00fcn olur.<\/p>\n\n\n\n<p>M\u00fc\u015fteri aday\u0131 sisteme yerle\u015ftirildikten sonra, yaz\u0131l\u0131m bunu sat\u0131\u015f s\u00fcrecine g\u00f6t\u00fcrecektir. \u00d6rne\u011fin, sat\u0131\u015f eleman\u0131na kararla\u015ft\u0131r\u0131lan bir zamanda aramas\u0131n\u0131 hat\u0131rlatacak olan CRM sistemidir. Potansiyel m\u00fc\u015fteriyle her etkile\u015fim kurdu\u011funuzda, bunu CRM sistemine kaydedeceksiniz. Ayn\u0131 \u015fey, ba\u015fka biri potansiyel m\u00fc\u015fteriyle konusunda da ge\u00e7erlidir.<\/p>\n\n\n\n<p>\u00d6zetle, CRM, m\u00fc\u015fteri aday\u0131 ile ilgili t\u00fcm eylemleri, s\u00f6ylenenleri ve yap\u0131lanlar\u0131 takip eder.<\/p>\n\n\n\n<p>CRM ayn\u0131 zamanda belgeler, telefon g\u00f6r\u00fc\u015fmeleri ve e-posta\u2019lardan olu\u015fan bir kitapl\u0131kt\u0131r. Bir potansiyel m\u00fc\u015fteriyle etkile\u015fim ba\u015flat\u0131ld\u0131\u011f\u0131nda, an\u0131nda, otomatik bir ileti\u015fim yolu elde etmenizi sa\u011flar. Bilgiler tek bir merkezi yerde oldu\u011fundan, \u015firketteki herhangi biri bu ki\u015fiye yard\u0131mc\u0131 olabilir.<\/p>\n\n\n\n<p>\u0130ster sat\u0131\u015f ister pazarlama veya m\u00fc\u015fteri deste\u011fi alan\u0131nda olun, bir CRM sistemi belirli bir i\u015f s\u00fcrecini otomatikle\u015ftirmenin yan\u0131 s\u0131ra her bir s\u00fcrecin di\u011feriyle birlikte \u00e7al\u0131\u015fma \u015feklini otomatikle\u015ftirmeye de yard\u0131mc\u0131 olur. Ancak, bir \u015firketin iyi sonu\u00e7lar elde edebilmesi i\u00e7in her i\u015f s\u00fcrecinin iyi tan\u0131mlanm\u0131\u015f ve verimli olmas\u0131 gerekir.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CRM T\u00fcrleri&nbsp;Nelerdir?<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-turleri-nelerdir.png\" alt=\"CRM T\u00fcrleri Nelerdir?\" class=\"wp-image-1041\" width=\"907\" height=\"454\" srcset=\"https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-turleri-nelerdir.png 750w, https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-turleri-nelerdir-300x150.png 300w, https:\/\/uzmanposta.com\/blog\/wp-content\/uploads\/2020\/12\/crm-turleri-nelerdir-360x180.png 360w\" sizes=\"(max-width: 907px) 100vw, 907px\" \/><\/figure>\n\n\n\n<p>T\u00fcm CRM&#8217;ler ayn\u0131 i\u015flevi g\u00f6rmez.<\/p>\n\n\n\n<p>\u0130\u015f hedeflerinize ba\u011fl\u0131 olarak, sat\u0131\u015f, pazarlama ve m\u00fc\u015fteri destek departmanlar\u0131n\u0131z i\u00e7in yaln\u0131zca belirli bir ara\u00e7 setine ihtiyac\u0131n\u0131z olabilir.<\/p>\n\n\n\n<p>\u015eimdi tek tek CRM&#8217;nin bu kritik rollerin her birini nas\u0131l destekleyebilece\u011fini inceleyelim:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Pazarlama i\u00e7in CRM<\/h3>\n\n\n\n<p>Ba\u015far\u0131l\u0131 pazarlama kampanyalar\u0131, daha ak\u0131ll\u0131 stratejiler olu\u015fturmak ve daha iyi i\u015f ili\u015fkileri kurmak i\u00e7in potansiyel ve mevcut m\u00fc\u015fterilerden gelen verilere g\u00fcvenir.<\/p>\n\n\n\n<p>Pazarlama CRM&#8217;leri, m\u00fc\u015fterinizin yolculu\u011fundaki bir\u00e7ok temas noktas\u0131nda bilgileri izlerken bu verileri bir sistemde toplaman\u0131za ve depolaman\u0131za olanak tan\u0131r.<\/p>\n\n\n\n<p>Potansiyel m\u00fc\u015fteriler pazarlama kampanyalar\u0131n\u0131zla formlar, blog g\u00f6nderileri ve e-posta yoluyla etkile\u015fimde bulunurken, sat\u0131n alma modellerini ve davran\u0131\u015f e\u011filimlerini kolayca belirleyebilirsiniz. Bu, pazarlama ekibinizin potansiyel bir m\u00fc\u015fterinin ihtiya\u00e7lar\u0131n\u0131 daha do\u011fru bir \u015fekilde kar\u015f\u0131lamas\u0131na, deneyimlerini ki\u015fiselle\u015ftirmesine ve yeni m\u00fc\u015fteri kat\u0131l\u0131m\u0131n\u0131 art\u0131rmas\u0131na yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<p><strong>Temel Avantajlar\u0131<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Hedef kitlenize daha etkili bir \u015fekilde ula\u015fman\u0131z\u0131 sa\u011flar.<\/li><li>Daha y\u00fcksek kaliteli m\u00fc\u015fteri adaylar\u0131 yakalaman\u0131za olanak tan\u0131r.<\/li><li>\u0130\u015fletmenizle anlaml\u0131 sohbetler ba\u015flatman\u0131z\u0131 sa\u011flar.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">2. Sat\u0131\u015f i\u00e7in CRM<\/h3>\n\n\n\n<p>Bir <strong>pazarlama CRM<\/strong>&#8216;si ili\u015fkileri geli\u015ftirmek i\u00e7in ara\u00e7lar sa\u011flarken, bir <strong>sat\u0131\u015f CRM&#8217;<\/strong>si anla\u015fmalar\u0131 kapatmaya odaklan\u0131r.<\/p>\n\n\n\n<p>M\u00fc\u015fteriler sat\u0131n alma a\u015famas\u0131na yakla\u015ft\u0131k\u00e7a, do\u011fru ara\u00e7lara sahip olmak, bir anla\u015fman\u0131n izini kaybetmeden ekibinizin sat\u0131\u015f f\u0131rsatlar\u0131n\u0131n zirvesinde kalmas\u0131na yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<p>Sat\u0131\u015f CRM&#8217;leri teklif vermek, performans\u0131 izlemek ve etkinlikleri d\u00fczenlemek i\u00e7in tasarlanm\u0131\u015ft\u0131r. Ayr\u0131ca sat\u0131\u015f temsilcinize, zamanlar\u0131n\u0131 etkin bir \u015fekilde y\u00f6netmeleri, manuel g\u00f6revleri otomatikle\u015ftirmeleri ve ger\u00e7ek zamanl\u0131 geri bildirim almalar\u0131 i\u00e7in merkezi bir ortam da sa\u011flamal\u0131d\u0131r.<\/p>\n\n\n\n<p>Sat\u0131\u015f CRM&#8217;si kullanan \u015firketler, sat\u0131\u015f kanal\u0131 boyunca de\u011feri, tahmini kapan\u0131\u015f tarihlerini ve bir anla\u015fmay\u0131 kapatma olas\u0131l\u0131\u011f\u0131n\u0131 analiz ederek beklenen gelirleri daha do\u011fru bir \u015fekilde tahmin edebilir.<\/p>\n\n\n\n<p><strong>Temel Avantajlar\u0131<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>M\u00fc\u015fteri ve sat\u0131\u015f faaliyetleri hakk\u0131nda ger\u00e7ek zamanl\u0131 bilgiler sunar.<\/li><li>Anla\u015fmalar\u0131 y\u00f6neten ve izleyen bir veritaban\u0131 olu\u015fturur.<\/li><li>Pipeline performans\u0131n\u0131 ve tahmin do\u011frulu\u011funu art\u0131r\u0131r.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">3. Destek i\u00e7in CRM<\/h3>\n\n\n\n<p>M\u00fc\u015fteri ili\u015fkilerini y\u00f6netmek, \u015fikayetleri ele almak, sorunlar\u0131 \u00e7\u00f6zmek ve etkin bir \u015fekilde takip i\u00e7in etkile\u015fimli ara\u00e7lar gerekir.<\/p>\n\n\n\n<p>Destek ekipleri i\u00e7in bir CRM, t\u00fcm m\u00fc\u015fteri sorgular\u0131n\u0131 kolayl\u0131kla y\u00f6netmek i\u00e7in bir bilet sistemi i\u00e7erir. E-posta, sosyal medya mesajla\u015fma veya telefon g\u00f6r\u00fc\u015fmeleri yoluyla t\u00fcm m\u00fc\u015fteri sorgular\u0131 bir CRM veri taban\u0131nda merkezi olarak tutulur ve organize edilir.<\/p>\n\n\n\n<p>Anlaml\u0131 m\u00fc\u015fteri deste\u011fi sa\u011flamak i\u00e7in, \u00f6zel bir CRM&#8217;ye sahip olmak, ekibinizin bilgi taban\u0131, canl\u0131 sohbet deste\u011fi ve otomatik yan\u0131t gibi sorunsuz bir m\u00fc\u015fteri deneyimi sunmas\u0131na yard\u0131mc\u0131 olur.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">CRM Uygulamalar\u0131n\u0131n Temel Avantajlar\u0131<\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li>M\u00fc\u015fteri sorgular\u0131n\u0131 izlemek, iletmek ve \u00e7\u00f6zmek i\u00e7in hepsi bir arada \u00e7\u00f6z\u00fcmler sunar.<\/li><li>Sorunsuz bir deneyim i\u00e7in destek ekibinizin eylemini otomatik yan\u0131tlarla uyumlu hale getirmek i\u00e7in CRM veritaban\u0131n\u0131 kullan\u0131r.<\/li><li>SSS kitapl\u0131\u011f\u0131 arac\u0131l\u0131\u011f\u0131yla 7\/24 kendi kendine destek sa\u011flar.<\/li><\/ul>\n\n\n\n<p>Hedeflerinize ve ihtiya\u00e7lar\u0131n\u0131za ba\u011fl\u0131 olarak, tam bir CRM gerekli olmayabilir. Ancak pazarlama, sat\u0131\u015f ve m\u00fc\u015fteri destek ekiplerinizi do\u011fru ara\u00e7larla g\u00fc\u00e7lendirmek, mevcut ve potansiyel m\u00fc\u015fterilerinize daha iyi bir deneyim sa\u011flayabilir.<\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<p><strong>\u0130lgili \u0130\u00e7erikler:<\/strong><\/p>\n\n\n\n<p><a href=\"https:\/\/uzmanposta.com\/blog\/crm-programlari\/\">En \u0130yi CRM Programlar\u0131<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/uzmanposta.com\/blog\/e-arsiv-fatura\/\">E-Ar\u015fiv Fatura Nedir? E-Ar\u015fiv Fatura Mail ile Nas\u0131l G\u00f6nderilir?<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/uzmanposta.com\/blog\/sap\/\">SAP Nedir? SAP Mod\u00fclleri Nelerdir?<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/uzmanposta.com\/blog\/segmentasyon\/\">Segmentasyon Nedir? E-Posta Y\u00f6netiminde Segmentasyonun \u00d6nemi<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/uzmanposta.com\/blog\/bulut-bilisim\/\">Bulut Bili\u015fim (Cloud Computing) Nedir? Dijital D\u00f6n\u00fc\u015f\u00fcmde Bulut Bili\u015fimin \u00d6nemi<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/uzmanposta.com\/blog\/erp\/\">ERP Nedir? \u0130\u015fletmeler \u0130\u00e7in Kurumsal Kaynak Planlama ve \u0130\u015f S\u00fcre\u00e7lerini Ba\u015far\u0131l\u0131 Y\u00f6netme<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>CRM, Customer Relationship Management &#8211; M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi anlam\u0131na gelir. Gelirleri ve karl\u0131l\u0131\u011f\u0131 art\u0131rmak, maliyetleri d\u00fc\u015f\u00fcrmek ve m\u00fc\u015fteri sadakatini art\u0131rmak i\u00e7in tasarlanm\u0131\u015f \u015firket \u00e7ap\u0131nda bir i\u015f stratejisidir. CRM felsefesi basittir. \u00d6ncelik her zaman m\u00fc\u015fteridir. Neden mi? M\u00fc\u015fterilerin %86&#8217;s\u0131 daha iyi bir m\u00fc\u015fteri deneyimi i\u00e7in daha fazla \u00f6demeye isteklidir. M\u00fc\u015fteri odakl\u0131 \u015firketler, olmayanlara g\u00f6re %60 daha [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":1039,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[69,1],"tags":[],"class_list":["post-1037","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-kobilere-ozel","category-nedir-nasil-yapilir"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CRM Nedir? M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi Neden Kullan\u0131lmal\u0131d\u0131r? - Uzman Posta<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/uzmanposta.com\/blog\/crm-musteri-iliskileri-yonetimi\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM Nedir? M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi Neden Kullan\u0131lmal\u0131d\u0131r? - Uzman Posta\" \/>\n<meta property=\"og:description\" content=\"CRM, Customer Relationship Management - M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi anlam\u0131na gelir. Gelirleri ve karl\u0131l\u0131\u011f\u0131 art\u0131rmak, maliyetleri d\u00fc\u015f\u00fcrmek ve m\u00fc\u015fteri sadakatini art\u0131rmak i\u00e7in tasarlanm\u0131\u015f \u015firket \u00e7ap\u0131nda bir i\u015f stratejisidir. 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