Talking about the electric business CRM and the maintenance of the old customer special love to You

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Talking about the electrical business of CRM, the maintenance of old customers, most people think the most direct way is the member zone, is the so-called mass message what the emotional maintenance, is a pile of heart packaging care mechanism.

Is that really it? Of course not, the technology that haunts these tools operation, can only be fixed dead to their own thinking, this in the evolution of such rapid progress in the Internet industry, is particularly undesirable, because the old technical operations, the old "tools" in the face of more new changes, more new challenges, often will appear feebly.

But if you have a deeper "way", you know what it is for? Focus on where? Then the flexible application, flexibility, the essence of the same, so no matter how the industry changes, you will not be passive. Always habitual nonsense, go straight to the subject.

The boat wanted to share, a remark outlining, find a small handful of our most valuable, meticulous information collection, analysis, do a good job of the old member database, and then according to the characteristics of these users, to have the choice of packaging, selective marketing planning, selective care maintenance, make a difference, make contrast. That is to say, but there is a combination and intersection with the electrical business place? Don't worry, the boat is a step-by-step solution

1, the old customer grade division;

This is the same as most conventional operations, the core theme is to select the most valuable to our users, the specific selection of the following three points: a, consumption amount; B, consumption cycle; C, consumption times;

Then according to the characteristics of our products, whether the rapid elimination of goods?

2, the old Customer information collection; (important, can make comparison, the difference depends on here)

Basic information: Buyer ID, name, mobile phone, phone, email, address, etc.

Intermediate Information: QQ number, micro-signal, age, etc.

Value information: Birthdays, purchase times,

High value information: unit price and cycle; family situation (according to product characteristics, priority screening role, parents, male and female friends, husband and wife, children, etc.)

People are social people, heavy attention, is all about whether and their own, if your information, your care, your warm

What, not the user itself, but its relatives and friends, intimate related, then we naturally won more trust and attention

PS: This member information collection, we do not feel embarrassed, in fact, many methods can be achieved, the initial registration division, high value of the user's ID has naturally come out, pre-sales customer service based on the ID to choose whether the depth of data collection; If the user has not come to spend a long time, then you can choose the effect of product use This can show that we are committed to the user, and the collection of information is not abrupt;

Of course this needs to carry out the corresponding customer service training, in order to collect the above information, the purpose is not abrupt, not to let the user disgusted.

3, the old customer maintenance methods

A, birthday greetings;

We're not texting. Boat preliminary research, now the main consumer 20-39 age group, the marketing role of SMS is gradually reduced, especially personal information leaks everywhere today, SMS ads bombing too much, do not believe casually open you or friends of the mobile phone to see how many unread messages will know.

On the contrary, QQ and micro-letter, considering the convenience of operation, QQ is preferred, although the case of QQ fraud more, but as long as the establishment of a preliminary trust, this is the problem, the general as long as let others know that you are Taobao shop is good, the best is to use QQ group collection, and then the group of a single @ warm maintenance, or private chat warm maintenance.

Focus: The birthday of the user may be in other places received too much information, it is confusing, it is best to give its timeliness of small gifts, such as: "Coupons" "to store Small Gifts" "double points"

B, the general time limitation discount information;

It has to be a prescription, in the long run there is no precious, shortage means; This includes (new product discounts, holiday promotions, direct promotions), our old customers can enjoy the special benefits of the extra gifts, or points, and so on, need to use the information collected above, enjoy the additional benefits of gifts and things, Need to choose according to the user's information;

Or that sentence, made in new customers, regular customer differences, highlighting the special old customers.

C, long-term old customers exclusive discount;

Member exclusive discount must and daily shop discounts, activity discounts are different, that is, strength stronger, because not so, the old customer's sense of superiority, vanity feeling out;

D, store old member zone;

Select a group of products, only for the old member development, according to the collection of old member information and product attributes, conditional choice.

E, store old Member gift area (integral redemption);

Regular gift area, followed by an old member gift area, this gift amount can be less, but must be exquisite, can not buy, at least is to buy the channel difficult, specific reference to the family of the Sea Thief Wang series, KFC's Cat series, exquisite, lovely; to promote the consumption of old members, and secondly can be made to differentiate.

4, the needs of old customers, our services;

In today's market, product homogeneity is quite serious, this time, more can mention the value of the service, after all, the user is bought from you here products, the number of old customers and quality, in most cases, depending on the quality of our services.

This service, not just a cordial kiss, a few warm greetings, but the user's needs-oriented.

Unknown so friends, can go to see Wang Yung-ching selling rice, boat feel quite classic, is worth our study of classic cases.

5, the ultimate effect, the circle of resource monopoly;

Do this step, also not afraid of others to learn, to copy, the general operation is to build QQ group, and then Q Group maintenance, do the most deadly interaction, in fact, micro-letter public number effect is not bad;

QQ Group, micro-letter, and so on, users for a long time in our circle, this viscosity cultivation is not so difficult, the so-called three-point kiss, then see every day, a long time "pro"?

What needs to be specially explained is that the boat this step-by-step analysis, just for the convenience of everyone's cognition and understanding, not the introduction of technical operations and limited the thinking of everyone else, or the original intention of the boat is contrary to

From the customer's psychology, is to want to be special treatment, especially the people with strong face concept, otherwise private clubs, senior private clubs or something, it will not be so popular;

In a word, apply a classic lyrics, special love, to special you; Our special intentions, only for our special value of the old customers, so we also let them feel special special, so that we recognize, let us shop new and old customers know the value of our old members, this is a very meaningful value cycle, Virtuous Circle.

May have friends questioned, if the old customers we so laborious, the base of the old customer is not good enough to say, if the volume is large, that this tool is not time-consuming?

The boat is going to say the most valuable thing to us, if the cardinality of this quantity is too large, that is not enough subdivision, the value of our is not the largest, if you have any understanding of this article or doubt, welcome to the resources of the boat discussion, the boat has always believed that brainstorming, to be able to touch a wonderful spark. Space is limited, here is no longer said, the boat will continue in the love of electricity quotient, the group of Love Webmaster or xzsay.com share.