{"id":3030,"date":"2021-11-23T00:56:13","date_gmt":"2021-11-22T21:56:13","guid":{"rendered":"http:\/\/www.teknolojidergisi.net\/?p=3030"},"modified":"2021-11-23T00:56:13","modified_gmt":"2021-11-22T21:56:13","slug":"dijital-dunyada-musteri-yonetiminin-5-kurali","status":"publish","type":"post","link":"https:\/\/www.teknolojidergisi.net\/?p=3030","title":{"rendered":"Dijital d\u00fcnyada m\u00fc\u015fteri y\u00f6netiminin 5 kural\u0131"},"content":{"rendered":"

Dijitalle\u015fme ile birlikte al\u0131\u015fveri\u015f al\u0131\u015fkanl\u0131klar\u0131nda k\u00f6kl\u00fc de\u011fi\u015fimler ya\u015fan\u0131yor. Bu durum marka ve t\u00fcketici aras\u0131ndaki ili\u015fkileri d\u00f6n\u00fc\u015ft\u00fcrmekle s\u0131n\u0131rl\u0131 kalm\u0131yor, ayn\u0131 zamanda marka ve m\u00fc\u015fteri aras\u0131ndaki ili\u015fkinin y\u00f6netimini de ge\u00e7mi\u015f d\u00f6nemlere nazaran daha ayr\u0131nt\u0131l\u0131 k\u0131l\u0131yor. 150 y\u0131l\u0131 a\u015fk\u0131n k\u00f6kl\u00fc ge\u00e7mi\u015fiyle m\u00fc\u015fterilerine hizmet veren\u00a0Generali Sigorta<\/strong>, dijital d\u00fcnyada m\u00fc\u015fteri y\u00f6netimini kolayla\u015ft\u0131racak ve yol g\u00f6sterici olacak 5 \u00f6neriyi s\u0131ralad\u0131.<\/p>\n

CRM yaz\u0131l\u0131mlar\u0131ndan yararlan\u0131n<\/strong><\/p>\n

CRM (Customer Relationship Management – M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi) yaz\u0131l\u0131mlar\u0131, kolay kullan\u0131mlar\u0131 ve her sekt\u00f6re hitap eden altyap\u0131lar\u0131yla dikkat \u00e7ekiyor. M\u00fc\u015fteriler ile marka aras\u0131ndaki sadakati art\u0131rmak, sorunlara y\u00f6nelik h\u0131zl\u0131 \u00e7\u00f6z\u00fcmler \u00fcretebilmek ve potansiyel m\u00fc\u015fterilere dokunmak isteyen \u015firketlerin CRM yaz\u0131l\u0131mlar\u0131n\u0131n sundu\u011fu avantajlardan yararlanmas\u0131 art\u0131k daha fazla \u00f6nem ta\u015f\u0131yor. \u00d6zellikle \u00e7ok kanall\u0131 pazarlama stratejileri uygulayan \u015firketlerin iyile\u015ftirilmi\u015f m\u00fc\u015fteri deneyimi i\u00e7in CRM yaz\u0131l\u0131mlar\u0131n\u0131 aktif bir \u015fekilde kullanmas\u0131 gerekiyor.<\/p>\n

H\u0131zl\u0131 reaksiyon g\u00f6sterin<\/strong><\/p>\n

Markalar i\u00e7in dijital d\u00fcnyada zaman y\u00f6netimi kavram\u0131 olduk\u00e7a \u00f6nemli durumda. \u015eirketlerin i\u00e7inde bulunduklar\u0131 sekt\u00f6r\u00fcn davran\u0131\u015f bi\u00e7imine g\u00f6re hareket ederek, m\u00fc\u015fterilerine kar\u015f\u0131 h\u0131zl\u0131 reaksiyon g\u00f6stermesi, ili\u015fki y\u00f6netiminde her zamankinden daha fazla \u00f6nem ta\u015f\u0131yor. \u015eirketlerin, gelen isteklere ve \u015fikayetlere y\u00f6nelik yan\u0131t s\u00fcreleri konusunda hassasiyet g\u00f6stermeleri ve bu y\u00f6nlerini g\u00fc\u00e7lendirmeleri m\u00fc\u015fteri ili\u015fkilerindeki ba\u011f\u0131 koruyor.<\/p>\n

Sosyal medyada farkl\u0131la\u015f\u0131n<\/strong><\/p>\n

Marka ile m\u00fc\u015fteri aras\u0131ndaki ileti\u015fimin kuvvetli ve\u00a0sa<\/span>\u011fl\u0131kl\u0131 olmas\u0131 i\u00e7in sosyal medyan\u0131n etkin ve do\u011fru y\u00f6netiminin yan\u0131 s\u0131ra m\u00fc\u015fteri ile ya\u015fam boyu ortak oldu\u011fu mesaj\u0131n\u0131 sunmas\u0131 dijital d\u00fcnyan\u0131n son trendleri aras\u0131nda yer al\u0131yor. Ancak markalar\u0131n hedef kitlelerine y\u00f6nelik anket, fokus grup veya ara\u015ft\u0131rma yapmadan ve k\u0131sa<\/span>-uzun vadeli stratejiler olu\u015fturmadan sosyal medyay\u0131 y\u00f6netmesi, sosyal medyadaki eri\u015fimini-m\u00fc\u015fteri ba\u011f\u0131n\u0131 belli bir noktan\u0131n \u00fczerine ta\u015f\u0131yam\u0131yor. Markalar\u0131n, kurum kimli\u011fine ve felsefesine uygun tema, g\u00f6rsel ve reklam \u00e7al\u0131\u015fmalar\u0131n\u0131n yan\u0131 s\u0131ra m\u00fc\u015fteriyle ba\u011f kurabilece\u011fi farkl\u0131 opsiyonlara y\u00f6nelmesi ba\u015far\u0131y\u0131 beraberinde getiriyor.<\/p>\n

M\u00fc\u015fteriyi asla su\u00e7lamay\u0131n<\/strong><\/p>\n

Dijital d\u00f6n\u00fc\u015f\u00fcm dan\u0131\u015fmanlar\u0131 t\u0131pk\u0131 m\u00fc\u015fteriler gibi markalar\u0131n da hata yapabilece\u011fini s\u00f6yl\u00fcyor. Markalar\u0131n ya\u015fanan problemler kar\u015f\u0131s\u0131nda so\u011fukkanl\u0131 olmas\u0131 ve m\u00fc\u015fterileri su\u00e7lamak yerine probleme en uygun \u00e7\u00f6z\u00fcm\u00fc \u00fcretmesi gerekti\u011finin alt\u0131 \u00e7iziliyor.<\/p>\n

Kullan\u0131c\u0131 deneyimine \u00f6nem verin<\/strong><\/p>\n

Kullan\u0131c\u0131 deneyimlerini dikkate almak, m\u00fc\u015fterinin beklentilerini ve deneyimlerini anlama yolculu\u011funda \u00f6nemli bir noktada yer al\u0131yor. \u015eirketlerin, marka alg\u0131lar\u0131n\u0131n yan\u0131 s\u0131ra m\u00fc\u015fteriler ile ba\u011f\u0131n ve ileti\u015fimin g\u00fc\u00e7lenmesi anlam\u0131nda kullan\u0131c\u0131 deneyimlerine y\u00f6nelik ad\u0131mlar atmas\u0131, g\u00fcn\u00fcm\u00fczde gereklilikten \u00f6te zorunluluk olarak \u00f6ne \u00e7\u0131k\u0131yor.<\/p>\n","protected":false},"excerpt":{"rendered":"

Dijitalle\u015fme ile birlikte al\u0131\u015fveri\u015f al\u0131\u015fkanl\u0131klar\u0131nda k\u00f6kl\u00fc de\u011fi\u015fimler ya\u015fan\u0131yor. Bu durum marka ve t\u00fcketici aras\u0131ndaki ili\u015fkileri d\u00f6n\u00fc\u015ft\u00fcrmekle s\u0131n\u0131rl\u0131 kalm\u0131yor, ayn\u0131 zamanda<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"class_list":["post-3030","post","type-post","status-publish","format-standard","hentry","category-sektorel-haberler"],"_links":{"self":[{"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=\/wp\/v2\/posts\/3030"}],"collection":[{"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3030"}],"version-history":[{"count":1,"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=\/wp\/v2\/posts\/3030\/revisions"}],"predecessor-version":[{"id":3032,"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=\/wp\/v2\/posts\/3030\/revisions\/3032"}],"wp:attachment":[{"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3030"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3030"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.teknolojidergisi.net\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3030"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}