Customer Relationship Management (CRM)
(การบริหารความสัมพันธ์กับลูกค้า (CRM))
Definition
Customer Relationship Management (CRM) (การบริหารความสัมพันธ์กับลูกค้า (CRM)) Soft Skill
Customer Relationship Management (CRM) refers to the strategies, practices, and technologies used to manage and analyze customer interactions and data throughout the customer lifecycle, aiming to improve customer service, retention, and business growth.
Expertise Level
Level 1
Basic
1. Understands the basic concepts and importance of CRM.
2. Can use CRM software for simple tasks such as data entry and contact management.
3. Recognizes customer needs and responds politely.
Level 2
Intermediate
1. Can analyze customer data to identify trends and opportunities.
2. Utilizes CRM tools to enhance customer communication and follow-ups.
3. Manages customer inquiries effectively and helps solve common issues.
Level 3
Advanced
1. Develops and implements CRM strategies to enhance customer loyalty and business growth.
2. Integrates CRM data with other business systems for comprehensive customer insights.
3. Leads efforts to personalize customer experience and proactively address their needs.
