Retail and distribution enterprises often maintain old users, attract new customers, and stabilize high-end customers through member management. member management is a business that cannot be ignored in the enterprise information management system. Member management includes membership qualification acquisition, membership management, membership rewards (reflected in the member management or customer relationship management process) and discounts (reflected in the sales and consumption process ), member Analysis and maintenance (reflected in Data Mining and Analysis of Customer Relationship Management ).
1. Member qualification acquisition: According to the enterprise's market planning needs, formulate the membership qualification acquisition policy. Under this policy, the customer automatically obtains or manually enters the membership.
- Automatic Acquisition: The automatically obtained membership must be filed with the target customers or customers who need to file for sale or consumption. According to the membership policy, within a specified period of time, the specified consumption/purchase place will automatically obtain the membership qualification of the corresponding level if one-time or Accumulative consumption of the specified amount range/purchase of the product within the specified amount range. In this way, Members are always dynamic and obtained in real time according to the membership policy.
- Manual registration: the membership is obtained by purchasing or giving away the consumer card and prepayment card customized by the organization; or the membership is automatically obtained. Such members are allowed to keep the information confidential and do not even provide any information.
2. Manage qualified members: manually add/register members, modify member information, cancel/restore member qualifications, freeze/Unfreeze member qualifications, and upgrade/downgrade members.
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- Member registration: Add a new member or register a registered customer as a member. If a new member is not a registered customer, the member information is automatically added to the customer database. If you manually register a member from the automatically obtained membership category, the downgrade status of this Member is manual (not lower than the manually set level), but the upgrade status is not affected, however, the operator can set the status to automatic processing, and the member will be included in the automatic handling of system changes.
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- Modify member information: Modify the basic information of a member and retain the password of the member. If the member is willing to protect the password, each consumption and query by the customer (the customer checks the Member Reward and points) password is required. If the password is lost, the registrant's ID card number must be compared before the password can be changed.
- Cancelling/resuming membership: this user's membership is canceled for customers who seriously violate the membership policy. Canceling or resuming membership requires an operator with the authority of the supervisor. If the membership is canceled, the member will not be able to enjoy the services, rewards, and discounts that qualified members can enjoy. If the membership is resumed, the member will be prompted whether to clear the points, or is the pre-sales/consumption accumulation cleared automatically eligible for or upgraded in the future consumption process? The sales/consumption accumulation during the cancellation period should be customizable.
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- Freeze/Unfreeze membership: the membership of customers who violate the membership policy is frozen. Customers who have frozen their membership will not be entitled to any discounts or incentives from their members unless they are unfrozen. Frozen members can be automatically upgraded through the system, but if they are not restored, they will not be able to reclaim the yuan reward and discount. Whether the consumption/sales amount during the freeze period should be included in the consumption/sales accumulation should also be defined by the management personnel.
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- Upgrade/downgrade of members: Upgrade/downgrade of Members. If the membership is automatically obtained, ask if the membership upgrade requires a minimum level. If the membership is downgraded, ask if you need to define the highest level.
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- Member rewards: Based on the membership policy, rewards will be given to Members who purchase/consume within a certain range. Incentives include refund, coupons, gifts, and complimentary activities (such as xinma Tai tourism) and complimentary services. You can clear (consumption/sales accumulation, points), exchange (add to equivalent goods), change (if you do not want to participate in the return of travel) and other processing methods. In principle, membership rewards are part of the customer relationship management function.
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- Member Management also includes the member list, the customer member list (a customer is a member of this unit), the member consumption/sales history, and the customer's corresponding member service/product consumption/sales history.
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- Member card recharge: for prepayment consumption users, recharge the membership card (real card, virtual card, card front-end consumption/sales considerations Card swiping), name card/secret card (the name card is only for personal consumption, the user applies to use the password or ID card for consumption ).
3. Member rewards and discounts: each time you propose a membership Implementation Plan, it is important to define the methods for obtaining membership qualifications, rewards during membership, discounts, and penalty measures. Membership is a prerequisite. Penalties and manual intervention during membership are managed. Rewards and discounts are measures to motivate more customers to become members. When defining membership policies, you need to define the rewards and discounts for members of different levels. Rewards are reflected in customer relationship management, while discounts are reflected in customer consumption/purchase. Therefore, the rewards and discounts of members correspond to the business processing in sales and customer management.
4. Member Analysis and maintenance: through online analysis of the member's consumption/sales history data, this paper proposes a reference solution for cross-selling members, Customer maintenance, and access, it is a feature Supporting Customer Relationship Management and Decision-making analysis.
From http://foresun.blog.51cto.com/221037/40508
