Overview of Citek Customer Relationship Management (CRM)

Citek CRM (Customer Relationship Management) is a customer relationship management system developed by Citek. It's a software solution designed to help businesses effectively manage and interact with their customers.

Citek CRM puts your customers at the center, building out the customer experience journey before, during, and after a purchase:

- Marketing executes campaigns to attract new customers through channels like Email marketing, SMS marketing, Zalo marketing, Telesales, campaigns, and events.

- Sales plans for awareness and records interactions via tools like Customer 360, "Sales Opportunity" logging, meetings, and quotations.

- Service establishes loyalty by: calling/visiting customers, handling complaints, setting up routine care, and running customer care campaigns.

Citek CRM helps businesses digitize their customer care processes, as well as internal workflows.

Citek CRM is a system that allows businesses to collect, store, and manage customer data. Simultaneously, it helps businesses track customer interactions across various channels such as phone calls, emails, social media, and in-person meetings. By consolidating customer data into a central database, Citek CRM provides a holistic view of each customer's history, preferences, and behavior.

Beyond managing customer interactions, Citek CRM also fosters collaboration and information sharing among employees, improving internal efficiency and communication. Furthermore, Citek CRM data and insights can be leveraged for targeted marketing campaigns, customer segmentation, and forecasting future business opportunities. Citek CRM is not limited to a specific type of business or industry; it's suitable for all B2B organizations, medium, and large enterprises. Citek CRM can be applied in numerous sectors, including: Retail, Services, Real Estate, Banking and Finance, Tourism and Hospitality, Technology and Software, or other technology-driven fields such as Education, Healthcare, Pharmaceuticals, Sports, and many more.

Overall, Citek CRM plays a vital role in fostering stronger customer relationships, optimizing business processes, and driving revenue growth by enabling businesses to better understand, serve, and interact with their customers.

Benefits of Citek CRM solution

Centralized customer management from sales opportunity, sales, and customer care

Build the customer engagement journey

Plan business and customer outreach

Plan customer visits and care

Analyze and optimize strategic marketing direction

Set up workflows based on management needs

Multi-dimensional analytical reports on customers

CRM solution features

Managing and measuring marketing effectiveness

Integrate with Email/ SMS/ Zalo marketing/ Telesales/ Campaigns and events to enable automated, personalized customer care through pre-set scenarios, building customer trust in your company's products/ services. This allows for easy control and measurement of automation marketing effectiveness before, during, and after sales.

Customer care management

The system sets up scheduled warranty/maintenance notifications and integrates with Office365 to support customer interactions. It also establishes a complaint handling process and allows for building a Q&A database, categorized by product line and tailored response approaches based on customer segments.

Reporting and analytics

Citek CRM provides the ability to generate reports and analyze data on customers, sales performance, marketing campaign effectiveness, and other critical business metrics.

Establish workflows based on management needs

The system enables you to set up operational workflows tailored to your business's and departments' specific functions. This includes configuring processes, defining information for management, establishing workflows, and setting up integration/notification flows.

Manage & monitor sales teams

Gain insights into customer volume and status, along with order counts and sales figures for each sales employee. Oversee the entire process from initial customer engagement to order creation by sales personnel. Create orders/ quotations directly on the mobile application. Manage, set up, and send appointment reminders to individual sales representatives.

Customer management

Manage your customer information lists, with quick and easy updates and edits. You can also easily filter, search, classify, and segment customers according to the most detailed requirements.

Customer journey

Develop customer funnels to identify touchpoints and implement appropriate actions that drive conversion into orders. Establish pipelines tailored to specific products and customer segments for B2B. Record customer lifetime value to foster long-lasting relationships between your brand and customers.

Business planning and customer outreach

The system allows you to build business strategies tailored to key industries, along with appropriate customer outreach plans.

Why choose Citek CRM for your business?

Increase performance and productivity

C-CRM automates manual and repetitive tasks, helping employees spend their time on higher-value activities. It eliminates the use of paper, reduces data duplication and improves overall operational efficiency.

Business development and expansion

C-CRM takes care of customers, provides great customer experiences and optimizes sales and marketing activities, C-CRM contributes to business development: increasing the number of loyal customers, referrals to others and contribute to the company's success.

Enhance customer service

C-CRM system helps effectively manage customer service by tracking and resolving customer requests and problems. With access to a customer's full history, service recommendations provide quick and personalized support, increasing customer satisfaction.

Optimize the Sales Process

C-CRM helps sales teams manage opportunities, track sales activity, and automate various tasks, such as tracking and quoting. Sales can prioritize work, focus on high-potential opportunities, and execute deals more efficiently.

Improve Marketing campaigns

C-CRM provides information about customer behavior and preferences, helping businesses create appropriate marketing campaigns. Understanding customer needs and preferences, businesses can customize messages, provide appropriate promotions and improve the effectiveness of marketing activities.

Make decisions based on data

C-CRM system collects and analyzes customer data, providing useful information for businesses. By leveraging this information, businesses can make data-driven decisions about product development, sales strategy, customer segmentation, and market trends.

Build better customer relationships

C-CRM centralizes customer data in one place, helping businesses get a 360-degree overview of each customer's history, preferences and behavior. This information helps understand customer needs, provide personalized experiences, and deploy appropriate marketing campaigns.

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“

The SAP roll-out project, consulted and implemented by Citek, has helped Nippon Paint synchronize processes and data between our companies in Singapore and Vietnam. Additionally, standardized solutions aligned with VAS standards, VAS reporting packages, E-Invoice, and E-Banking were integrated. As a result, processing time, accounting closing periods, and report submission were reduced by up to seven days, enabling us to fully leverage the strengths of the group's analytical reporting system and apply it across various operations and units.

”

Ms. Nguyen Thi Anh Tuyet

Head of Financial Accounting Department - Nippon Paint Viet Nam

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