What is SCRM? what can I do?

SCRM system is a very common social relationship management mode in the market at present. Compared with the CRM system we were familiar with before, he extended the "S" on this basis. CRM system is customer relationship management, and SCRM is Social CRM, that is, socialized customer relationship management. The difference between the two is "socializing", that is, socializing.

SCRM can help enterprises operate private domain traffic.

We can divide the private domain traffic operation into the following processes: private domain customer acquisition period, private domain operation period, private domain transformation period and private domain retention period. At these different stages, we can make full use of enterprise SCRM.

First, the private sector acquisition period.

Generally speaking, there are two scenarios for getting customers, one is "adding friends" and the other is "joining the group". Enterprise SCRM has corresponding functions in both cases.

Let's look at the scene of "adding friends" first.

The friend fission function in enterprise micro-SCRM is to conduct fission drainage through the employee number of enterprise WeChat as the carrier to undertake customers. Attract users through prizes and benefits, course discount products, etc. , let customers scan the code to add the employee number of enterprise WeChat as friends, get exclusive posters, share exclusive posters with customers, invite friends to add enterprise micro-signals, and receive rewards after completing the invitation.

Second, the private domain name operation period

In the stage of private domain operation, a large part of what needs to be done is to continuously reach users and need to continuously output content to users. Most enterprise micro-SCRM products have mass sending function, which enables enterprises to spread information more efficiently. At the same time, it also supports mass sending according to label groups, and sends different messages for different types of customers, which can achieve more accurate follow-up to users.

In addition to the mass sending function, enterprise SCRM also has a powerful marketing document storage function. Enterprises can reserve some product articles, product pictures, product introductions and other documents in the material library according to their own needs, which is convenient for sales personnel to reply quickly when following up with customers, saving time and effort. At the same time, it supports viewing customer reading data for later follow-up.

In the operation cycle, continuous follow-up to users is essential. If the number of users is too large, there may be cases of missing follow-up. The role of customer SOP is to reach new customers, which is suitable for all enterprises to use at the initial stage of operation. By creating rules in the background of Wei You, employees can send messages in the sidebar of enterprise WeChat, establish contact with customers at the first time, let customers know the value of the enterprise, and help enterprises improve the retention rate and trust of new customers.

In addition to the above functions, the official WeChat also supports reading the chat records of employees and customers, and provides them to enterprises in the form of interfaces, which can read the chat data within three days at a time. Wei You Assistant has helped enterprises to realize the basic functions of real-time reading, page display, query and so on. At the same time, after opening the session archive, it can also be linked with other advanced functions, such as supporting statistics of chat active data in the group.

Third, the transformation of private domain &; retention period

The transformation and retention of the private sector actually tests the operation strategy of the enterprise. As a platform for accepting users, enterprise WeChat has many functions, which is convenient for enterprises to carry out their work according to their own operating strategies. What I'm talking about here is actually the retention after the customer's transformation, because the private domain is not sold at one time, but repurchased. Enterprises need to use enterprise SCRM to do a good job in customer management. You can enrich customer portraits through the tag function.

As shown in the figure below, the customer management list can display customer name, lost status, customer service, follow-up status, tag, group chat, channel source, adding time and last conversation time (details can only be viewed after the conversation archive is opened).

At the same time, the customer list supports batch inspection and batch operations, such as exporting data, batch marking and batch changing subsequent status.

Generally speaking, enterprise micro-SCRM has a good space in all stages of private domain operation, and good tools can help enterprises build their own private domain ecology faster and better. Recently, the business value of enterprise WeChat has soared after opening the group sending restriction (friends can send it once a day).