1, develop customer relationship management strategy.
On the basis of enterprise development strategy, this paper puts forward the strategic positioning, objectives and roadmap of customer relationship management construction, and defines the customer relationship management strategy. Develop customer acquisition, marketing, service and retention strategies for segmented customer groups, and establish a customer stratification and customer activity management system.
2. Establish a customer relationship management system.
Comprehensively sort out the contact points with customers in the process of customer service, analyze customer communication channels and methods, and optimize business processes, service standards and customer experience. Establish customer rights and rewards system, plan customer points and rights management mechanism, formulate customer relationship interaction strategy based on customer portrait and customer stratification, and form customer-centered KPI and analysis and reporting system.
3. Plan the customer relationship management system.
Plan the architecture blueprint planning and function list of customer relationship management system, and support precision marketing according to customer big data attributes. Design the integrated architecture of customer relationship management system, define the system boundary and the principle of system docking, and determine the data flow relationship of key business processes. Analyze the business requirements of customer relationship management system and guide the development and implementation of the follow-up system.
4. Form customer portraits and customer accurate big data.
Evaluate the data management of the existing system, put forward a data cleaning scheme and realize data standardization. On the basis of data standardization, the modeling of customer portraits is carried out step by step: customer segmentation evaluation model is established, customer portraits are portrayed in groups, deep mining and precise marketing are carried out.