{"id":11100,"date":"2018-06-05T08:00:51","date_gmt":"2018-06-05T06:00:51","guid":{"rendered":"https:\/\/hub.hslu.ch\/ikm\/?p=11100"},"modified":"2026-02-11T14:53:05","modified_gmt":"2026-02-11T13:53:05","slug":"customer-relationship-management-was-muss-man-bei-einem-crm-beachten","status":"publish","type":"post","link":"https:\/\/hub.hslu.ch\/ikm\/2018\/06\/05\/customer-relationship-management-was-muss-man-bei-einem-crm-beachten\/","title":{"rendered":"Customer Relationship Management: Was muss man bei einem CRM beachten?"},"content":{"rendered":"\n\n\n<!--more-->\n\n\n\n<p>Man redet immer \u00fcber den Kunden bzw. m\u00f6chte mehr \u00fcber ihn wissen. Das heisst, ihn besser zu kennen, um diese Information schlussendlich in Erfolg umzum\u00fcnzen.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Die Gr\u00fcnde f\u00fcr ein CRM sind vielf\u00e4ltig<\/h2>\n\n\n\n<p>Viele KMU sammeln immer Ihre Kundendaten noch manuell oder haben sie in einer Excel-Tabelle aufgelistet. Es gibt jedoch einige Punkte, die f\u00fcr ein ein professionelles Customer Relations Management System sprechen, auch in einem KMU. Nicht zuletzt auch im Hinblick auf die neuen Datenschutzbestimmungen sowie die Effizienz bzw. den Nutzen von Datenauswertungen.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Das CRM muss zu den Unternehmenszielen passen<\/h2>\n\n\n\n<p>Gute Systeme sind nicht immer teuer. Die Entscheidung h\u00e4ngt auch von der Gr\u00f6sse und der Anzahl der Kunden \/ Nutzer des Unternehmens ab und davon, wie gut die Unternehmensziele definiert sind. Deshalb sollte man sich vorab \u00fcberlegen, wie und welche Daten genau gesammelt und angewendet werden sollen.<\/p>\n\n\n\n<p>Soll ein CRM-System implementiert werden, m\u00fcssen die Ziele vorab klar definiert werden. Das sei der wichtigste Schritt im ganzen Implementierungsprozess, sagt <a href=\"https:\/\/ch.linkedin.com\/in\/bozidarprskalo\/de\" target=\"_blank\" rel=\"noopener\">Bozidar Prskalo, Leiter IT SHL<\/a>.<\/p>\n\n\n\n<p>M\u00f6gliche Ziele:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Umsatzsteigerung<\/li>\n\n\n\n<li>Verbesserte Kundenzufriedenheit<\/li>\n\n\n\n<li>Steigerung der Produktivit\u00e4t der Mitarbeiter<\/li>\n<\/ul>\n\n\n\n<p>Mittels der definierten Ziele kann man die verschiedenen Anbieter miteinander vergleichen und schauen, wer die Bed\u00fcrfnisse am besten abdeckt. Sollte man ein bis zwei Firmen in der engeren Auswahl haben, sind gewisse Abkl\u00e4rungen zu treffen, ehe man an die Umsetzung geht. Zum Beispiel\u2026<\/p>\n\n\n\n<p>\u2026 zum Datentransfer. Sollen wir noch Daten aus dem System vor dem jetzigen auswerten? Ist die Qualit\u00e4t der Daten \u00fcberhaupt zufriedenstellend? Unterscheidet das System Dubletten?<\/p>\n\n\n\n<p>\u2026 zu den Schnittstellen. Wer hat Zugang zu den Daten und wie werden die Daten in das CRM \u00fcbernommen? Werden diese manuell eingetragen oder gibt es eine Schnittstelle zu einem System?<\/p>\n\n\n\n<p>Sp\u00e4ter empfiehlt es sich, monatlich die Kundendaten auszuwerten bzw. auf Vollst\u00e4ndigkeit zu kontrollieren. Denn darum ging es ja zu Beginn, um mehr Informationen \u00fcber die Kunden. Diese Kundenangaben k\u00f6nnen in der Kundenkommunikation immer wieder getestet werden.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mit mehr Informationen \u00fcber die Kunden soll mehr Umsatz generiert werden. Aber woher nehme ich alle die Informationen, um dann tats\u00e4chlich mehr Umsatz zu machen?<\/p>\n","protected":false},"author":2659,"featured_media":11101,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"21840,16881,16083,18573,12189,11401","_relevanssi_noindex_reason":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[86671,4668],"tags":[86399,86397],"class_list":["post-11100","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-und-kommunikationsmanagement","category-weiterbildung","tag-crm","tag-customer-relationship-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Relationship Management: Was muss man bei einem CRM beachten? - IKM-Blog<\/title>\n<meta name=\"description\" content=\"Mit mehr Informationen \u00fcber die Kunden soll mehr Umsatz generiert werden. 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