Application of personalized cloud computing CRM in social media marketing

Silicon Valley Network Map picture Source: Network

"Silicon Valley Network News" recently, 800 guest vice President Miao in a public event, published on cloud computing platform to build personalized CRM application theme speech.





The following is the full text of the speech:





, everyone. Thank you very much for the support and love of 800 customers over the years, today in fact, I talk about the theme of corporate social such a concept, do not know how much people understand the enterprise social understanding, first of all, simply introduce the whole Chinese enterprises now social situation, Then I'll introduce you to the experience of 800 of guests in promoting corporate social networking. In fact, corporate social networking is now understood by many people as corporate microblogs, actually it's not that simple, we're now 800 of people who have been paying attention to this thing for so many years now in the world whether some of the top enterprises or ordinary enterprises, are concerned about this piece, we now see the world's top 500 enterprises are basically 54% Companies in the promotion of Facebook, the domestic Sina, micro-blog The vast majority of enterprises also opened their own corporate micro-blog. Now the latest China Internet statistics Report, it should be said that in China Weibo users have 310 million such numbers, should be said to be very big.





in the user stickiness basically daily use micro Bo number should say that reached 41.7%, use SNS, QQ, MSN This tool words only 35.7%, should say class micro Bo this kind of information is far greater than SNS. Then there is the time for social media use, which should now be roughly 8 hours a day. This is our CIC's social media distribution map, which covers a lot of content. Not only are there a few, including business social, corporate social, private social microblogging and so on, in fact we can see that the coverage is very large.





Now to introduce the whole Chinese social enterprise now 800 customer experience, 800 customers in fact in 08 has begun to track the direction of corporate social development, we should be very aware of our 800 customers actually have a deep source with Salesforce, A lot of product function basically follow Salesforce situation, Salesforce in 08, 09 of Time Promotion Enterprise social aspect of corresponding tool, this time we develop the corresponding product, but we found out what kind of problem, Is in the Chinese enterprise actually we again to promote this kind of enterprise Micro-blog, class forum, if in 200 people below the enterprise promotion is very difficult, we give a lot of enterprise promotion, because the information is very small, finally use up a lot of effect. This time we should put aside, in fact, real corporate micro-blog, corporate social networking really up in the second half of last year, this time the entire Chinese enterprises began to realize the importance of corporate social. We are in the process of introducing customers, but also in accordance with the needs of customers constantly adjust products. We are in communication with customers we found that the customer's request to us and corporate micro-blog deviation is very large, now we provide enterprises with a product is a set of OA, CM, Enterprise Micro-BO, timely communication tools and so on a series of products, our customers are actually just take this enterprise Weibo as a portal site, Through the mobile phone to take out your business micro-Bo can be directly in here to approve the information in the OA, direct approval of your contract and orders, so very convenient, you can also check the mailbox and so on the corresponding functions.





Now in fact in the corporate social circle the biggest enterprise is salesforce,2011 annual sales of 2.2 billion U.S. dollars, the world's largest corporate microblogging suppliers, in foreign countries have two camps, one is Salesforce led, there is a traditional among the like Sina, Microblogging of this kind of enterprise micro-blog. such as Sina Weibo enterprise Weibo is actually not profitable now, the income is actually quite a kidnapping income, that is, your employees can use my system, OK, no problem, but your business want to master what your employees say, can be put outside to see will pay, My business is in danger of monitoring my Weibo payment model. The other is the Salesforce camp, which means that the class microblog is completely free, we just provide other products profit, the equivalent of Baidu's profitability, in search of the user is completely free, you can casually make, who to pay, advertisers to the cost, this pay model is very good, the company's report is very good , like Salesforce's annual profit is very high. To introduce the situation of 800 guests, 800 guest words in fact began to do some social work in 08, in 2011, we are actually in full launch enterprise microblogging and other social products, our total number of customers is 10,000, probably the number of users is 90,000, we are now the development of space is very large, The actual use of enterprise micro-blogging products in our users is more than 20,000 users.





This is the use of corporate micro-blog customers, including some of the world's top 500 classes, these are the pioneers of corporate micro-blogging, many of our products, functions are based on these customers to change.





next to introduce is the enterprise social networking in our 800 customers in the real use of three of the main functions, the first function is the traditional communication function, the equivalent of our enterprise within a social networking site, where everyone can at any time to express their own opinions. Of course, this traditional way is very normal, which is actually not very attractive to our business. Slowly using the process of our customers will introduce some new requirements, so that they will do some company announcements, leave, travel approval, experience sharing and so the corresponding functions. This is the case of opinion collection, which is the case of 800 of our own use, before we came here today, we must have seen that there are two mascots running outside, these two mascots are the mascot of 800, these two are what we do inside the microblog, give the two mascots the name of such a job. We can see that after the name has been put forward, there are staff members who have put forward some opinions, and the use of such views is very rapid.





Next to introduce you are now in the promotion of corporate micro-blog is really able to bring real benefits to customers such a function is social services, this function is now in foreign companies are also in the promotion, you can see first of all, in customer service, our traditional process, Is that our customers have any problems can be directly to find our customer service, customer service requests for technical personnel to deal with, the last to the general manager, the final technical solution, these problems are all limited to solve, customer service and customer communication process No one knows what they communicate, If any problem is the crisis communication, this is 800 guests and 800 customers now do 2.0 of the service experience, each customer in fact he can raise his own problems in class microblogging. This enterprise Weibo account is open to our customers, as well as customer customers to use. Now we and Sina, Tencent and so on to get through, that is, this customer can at any time in Sina to put forward a request, this request will automatically into the 800 customer system inside, and submitted to customers, this customer can be from customer service, President, technology, sales all people can get this news, everyone can make comments, This kind of communication is very flat and very consistent with our current flat management structure.





For example, this is one of our Baxter customers asked a question, what he proposed, is non-contact ick and CRM docking, is his students every day in class to brush fingerprint machine, this information will calculate the attendance of each student, and billing. This problem occurred at that time a very big problem, this system is prone to automatic shutdown problem, this problem affects the normal teaching work, he was raised on April 6, 2012, 1:1 P.M. 46 seconds, we received this question feedback 1 points 36 minutes 25 seconds, to the last 19:50, It took about four hours, and there was a lot of contact, including the President, including the Secretary, which was very fast, and it was impossible to solve in the tradition. 800 customer commitment to the client is 24 hours to resolve, customers can also provide feedback, when resolved, can be used, so the efficiency is very high.





And now there are a lot of educational clients, these customers have a lot of students, our traditional way is the telephone way with the customer one by one solution, so that is to need a large number of call center personnel to deal with this problem, we have a customer called Baxter Education, he is a national civil service exam, The number of applications a day is about 10,000, what is the concept, that is likely to take more than 10,000 calls a day to deal with. In this way, we think of how many of these service personnel to handle, one day contact twenty or thirty is the limit, in the process we need at least 1000 people can. The way we use this kind of corporate social microblogging is that his solution to the number of people is so relaxed that all the students will be able to publish their own questions on Sina Weibo, which all students can see and that our customer service staff can see. What happens now is that students help students to answer questions themselves. It should be said that greatly reduce the workload of customer service staff, they from the original 200 to reduce to the present more than 50 people, and now the number of students is still increasing, save the cost of personnel efficiency is still very high.





finally said the traditional marketing methods, our traditional marketing method is actually also in sales and customer communication, behind and sales staff communication process. Now we also use this viral way of selling, everyone can communicate with customers, very convenient. Time of the relationship behind the matter not one by one, we 800 of people's social products and CIM products also launched this mobile version, welcome you can register on our website use, see the effect, thank you. (Silicon Valley Network)