{"id":14412,"date":"2019-07-31T08:40:55","date_gmt":"2019-07-31T08:40:55","guid":{"rendered":"https:\/\/www.apen.es\/?page_id=14412"},"modified":"2025-07-14T10:53:13","modified_gmt":"2025-07-14T10:53:13","slug":"crm","status":"publish","type":"page","link":"https:\/\/www.apen.es\/ca\/glosario-de-informatica\/crm\/","title":{"rendered":"CRM"},"content":{"rendered":"

QU\u00c8 \u00c9S UN CRM I PER A QU\u00c8 SERVEIX?<\/h2>\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n

Les sigles del CRM signifiquen Customer Relationship Management que en espanyol significaria \u201cgesti\u00f3 de la relaci\u00f3 amb els clients\u201d, i fa refer\u00e8ncia a posar el client al centre de l'estrat\u00e8gia utilitzant el programari CRM. Aquest programari serveix perqu\u00e8 els clients prefereixin una marca i no pas l'altra, aix\u00f2 s'aconsegueix emmagatzemant tota la informaci\u00f3 i centralitzant totes les activitats relacionades amb el client.<\/p>\n\n\n\n

CRM \u00e9s un terme que existeix fa molt de temps i que des dels seus inicis no era pres molt de deb\u00f2 per les empreses, o pitjor encara, era malinterpretat i redu\u00eft \u00fanicament a activitats com Call Center. El que realment va canviar la manera de veure la gesti\u00f3 de la relaci\u00f3 amb els clients com a tal, va ser l'aven\u00e7 tecnol\u00f2gic que tenim avui dia, aconseguint entendre el significat de sistema CRM, qu\u00e8 \u00e9s CRM i els diferents tipus de CRM que hi ha.<\/p>\n\n\n\n

Qu\u00e8 \u00e9s el sistema CRM?<\/h2>\n\n\n\n

\u00c9s una eina tecnol\u00f2gica que d\u00f3na suport a les estrat\u00e8gies de lempresa. Aquest programari o sistema permet fer un seguiment dels clients, per despr\u00e9s poder segmentar-los millor.
Un cop es coneix millor el client i les seves necessitats, ser\u00e0 molt m\u00e9s f\u00e0cil oferir-li un producte que encaixi amb el seu perfil, aconseguint la satisfacci\u00f3 i la fidelitzaci\u00f3 del client.<\/p>\n\n\n\n

Quants tipus de sistemes CRM hi ha?<\/h2>\n\n\n\n

Operacional<\/h3>\n\n\n\n

Aquest tipus de sistema CRM s'enfoca en l'\u00fas d'aplicacions que ajuden a recopilar conjunts d'informaci\u00f3 dels clients i es guarden despr\u00e9s en un sol fitxer. Per exemple, reunir\u00e0 la informaci\u00f3 de contacte d'un client, l'historial de compres i qualsevol comunicaci\u00f3 anterior que hagin tingut amb la companyia en una p\u00e0gina web perqu\u00e8 l'empleat els pugui proporcionar un servei i una resposta r\u00e0pids d'acord amb les seves necessitats.<\/p>\n\n\n\n

Automatitzaci\u00f3 de for\u00e7a de vendes<\/h3>\n\n\n\n

Aquest sistema de CRM mantindr\u00e0 un registre de cada etapa del proc\u00e9s de vendes, ajudant els empleats a automatitzar activitats com fer informes, programar trucades i enviar correus.<\/p>\n\n\n\n

Anal\u00edtic<\/h3>\n\n\n\n

Els sistemes anal\u00edtics analitzaran les dades dels clients des d'un angle anal\u00edtic per idear estrat\u00e8gies de vendes i m\u00e0rqueting. S'analitzen les bases de dades i despr\u00e9s, en utilitzar t\u00e8cniques com l'extracci\u00f3 de dades, generaran patrons i tend\u00e8ncies.<\/p>\n\n\n\n

Col\u00b7laboratiu<\/h3>\n\n\n\n

Els sistemes de col\u00b7laboraci\u00f3 se centren en la integraci\u00f3 de contactes externs, com a prove\u00efdors i distribu\u00efdors. Aix\u00f2 permet als clients ser proactius per millorar el servei que reben de l'empresa, en proporcionar-los un centre de suport, noves eines i tecnologies com ara la missatgeria instant\u00e0nia.<\/p>\n\n\n\n

Administraci\u00f3 de campanya<\/h3>\n\n\n\n

Aquesta \u00e9s una combinaci\u00f3 de sistemes anal\u00edtics i operatius, ja que pot emmagatzemar, analitzar i rastrejar les campanyes que t\u00e9 l'empresa. Tamb\u00e9 pot ser efica\u00e7 per dirigir-se a tipus espec\u00edfics de clients enviant correus electr\u00f2nics, trucant-los o fent email m\u00e0rqueting amb ofertes especials.<\/p>\n\n\n\n

Intel\u00b7lig\u00e8ncia de vendes<\/h3>\n\n\n\n

Aix\u00f2 \u00e9s similar a un sistema anal\u00edtic, per\u00f2 es fa servir com una eina de vendes per als empleats que poden observar les tend\u00e8ncies i el rendiment de les vendes.
Per saber quin tipus de sistema CRM \u00e9s l'adequat per a la vostra empresa, cal tenir clar que aix\u00f2 varia en el nombre d'empleats que es tinguin, en el nombre de clients, en el tipus de producte i en el model de negoci de l'empresa.<\/p>","protected":false},"excerpt":{"rendered":"

\u00bfQUE \u00c9S UN CRM Y PARA QU\u00c9 SIRVE? Las siglas del CRM significan Customer Relationship Management que en espa\u00f1ol vendr\u00eda a significar \u201cgesti\u00f3n de la relaci\u00f3n con los clientes\u201d, y hace referencia a poner al cliente en el centro de la estrategia utilizando el software CRM. Este software sirve para que los clientes prefieran una…<\/p>","protected":false},"author":4,"featured_media":0,"parent":6185,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-landing-glosario.php","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-14412","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nCRM - Apen Inform\u00e1tica<\/title>\n<meta name=\"description\" content=\"Las siglas del CRM significan Customer Relationship Management que en espa\u00f1ol vendr\u00eda a significar \u201cgesti\u00f3n de la relaci\u00f3n con los clientes\u201d\u2026\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.apen.es\/ca\/glossari-dinformatica\/crm\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CRM - 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