Sales Process Management In CRM For Tobacco Companies

With the coming of the information age, internet, on behalf of the globalizing information, has attacked all industries swiftly and violently, and the development of society and economy. Many enterprises have undertaken won by quantity, quality and grade; and have developed to the current phase that satisfied by customers. To ensure the relationship between customers and customer managing system has emerged as the times require. CRM (Customer Relationship Management) refers to cultivate the final customer, distribution merchant and cooperation partner and have better impression to our company and the products, with the aim of being attractive and raising the business achievements as one of the sales strategy. The purpose of CRM has changed from winning new customer by uncertain cost to grasp the current customers by all means, from the occupied market share to won the customer share, and from developed a kind of trade in short period to a whole-life value of the customers. In a word, the target of CRM is trying to gain maximum value of the relationship to the customers at the aspects, like profits of customer and company.All the tobacco companies have a rational evaluation to CRM system. It must be done by the tobacco companies currently to combine organically the forwardness and practicability of CRM with the features of the tobacco companies. When a tobacco company chose a type of CRM, firstly it focuses on the development of the forwardness theory of the supplier. Secondly judge the deep-understanding of the developing supplier to the current condition of the sales business to the tobacco companies, whether it can raise a proper solving plan for different sales mode, then consider the feasibility, steady, safety, maintenance at later stage and upgrade of the system, etc. The closed communications between the tobacco companies and the manufacturers of CRM should be a process of two-way studying and exchanging by continuous drawing close and discussing, so this closed process is the one to find the way for application the composition of features up to the tobacco companies, specified practice and advanced managing idea of CRM. For the supplier of CRM, it is also the breaking process for the sales experience of the tobacco industry to unceasingly enrich and format. The system developed according to the typical CRM theory, there has not got a high extent of utilizing directly in the market of tobacco, so does the effect. On the contrary, during the breaking process of the CRM system and tobacco market there has derived much more actual demands and functional demands. While during the process of analyzing on the features and demands of the tobacco market, the developers of CRM have to adjust and enlarge their system to satisfy the demands of both tobacco and the enterprises furthest.By establishing a CRM can help the tobacco companies to set up the strategic idea with the center of the customers, with the aim of fulfill the exchanging the key point from brand producing to customer service. Actually, the process to implement CRM is the one to change comprehensively as the aspects, such as managing ideas, service consciousness, and business process for the tobacco companies. On the managing idea, the key point of the tobacco companies no longer try to expand the market blindly, and by analyzing the valuable demands of the customers, and launch products tight connected with it, and then through high-quality products and satisfied service to keep the customers, especially for some customer groups who bring lots of feed-back. The service consciousness of sales staff will also make a leap in quality through carrying out the CRM, and each department will foster the ideas of team work, and serving the customers together. On the view of sales process, increase the efficiency by simple and high efficient process, and satisfy the customers furthest. In fact, on the view of the conditions former and latter of the enterprises who carrying out CRM, the process for carrying out the CRM is the one to enhance the core competition ability and to develop to intensive farming of the tobacco companies. According to the above the needs of tobacco companies. The application of CRM in the tobacco company can be divided into: sales target system, sales process system, brand managing system, cost controlling system, sales information system, team working system, decision analyzing system, consumer managing, door managing and data conformity. CRM try to focus on the sales, marketing, customer service and supporting, the business logics among these fields related to automate and improve the relationship between the customers. It is emphasis on the improvement of the business logics and with the target of shortening sales cycle, decreasing the cost of sales, increasing income, finding the necessary new market and channel for expanding business, and promoting customer value, satisfaction and faithfulness of customer.The sub-system of the sales process includes channel records, terminal records, consumer records, business platform and market activities, which has mixed with sales, marketing, and customer service, the enterprise activities at these three aspects, comprehended the contact point between customers, enhanced and promoted the relationships between the customers. There has a record of the customer at all aspects, such as channel records, terminal records, consumer records, to investigation and sales. Business platform makes effect on the beginning, proceeding, and ending services, still the conclusion of the sales, and play a key role among the process of the sales. The market activities contain all kinds of subject and results of the market investigation, and can analyze the occupying situation of the product. Through the above three aspects, it can provide some basic data for other systems of CRM: sales target system, such as sales process system, brand managing system, cost controlling system, sales information system, team working system, and decision analyzing system, and becomes the most important part of the CRM system. This software has adopted the knowledge of CRM system to take optimization and composition according to the sales organization structure of the original tobacco factory, applied JAVA language and Oracale data base, etc. It also has adopted the software developed by technologies, such as JSP, Servlet, JavaBean and so on.