How does social CRM integrate business to customer service resources?

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Social CRM can integrate all the resources of the enterprise, so that the sales personnel, marketing personnel, service personnel, after-sales maintenance personnel, etc. who used to be "separated" coordinate and cooperate, and become a strong team around the core purpose of "meeting customer needs", so as to provide a solid foundation and reliable guarantee for increasing corporate profits.

The fate of an enterprise is based on the long-term interests of its customers. Market competition is actually the competition of enterprises to compete for customers, attracting and striving for new customers, maintaining and maintaining old customers is the mission of enterprise survival and development. If an enterprise wants to maintain its advantages in the fierce market competition, maintain long-term competitiveness, and ensure the stable development of the enterprise, it must actively cultivate and establish customer relationships, consolidate and develop customer relationships, and take good customer relations as valuable assets and strategic resources of enterprises for effective operation and management, so as to enable enterprises to obtain real competitive advantages.

Choosing the right social CRM application tool is very important for the integration of enterprise resources for customer service, and social CRM like Pushsale has always been around the "customer" to carry out related work, and the application platform has a strong advantage in the integration of customer resources.

The development of social CRM, from the perspective of enterprise application, has a certain inevitability. Enterprises have changed their business model from the most basic product production and sales to value-added services around products, then upgraded to innovation-oriented professional services, then upgraded to service-oriented solution service productization, and finally developed to customer-led self-service and community services. With the help of the platform tools of social marketing, enterprises can carry out intelligent social relationship network management through social CRM, identify and evaluate the value and needs of individual consumers in the social network, recognize and manage the social network structure and the best and shortest path of individuals, select the appropriate social network for suitable interaction, and finally realize the transformation and loyalty of social relations by meeting the individual individual needs.

The two core subjects of social CRM are people and topics. These two are socialized c, which exists in the social network; The second is the T of Tweet, T is very special, the essence is a "topic", but T has dynamic changes because of different actions, triggering different social meanings and effects, such as tweet, retweet, reply, @tweet, DM, etc. Or, based on different needs to be satisfied, there are different types of T and T content, that is, different types of "speech".

This is a problem that enterprises must face and analyze in marketing, sales and service in the face of social consumers.

Only by analyzing the core subjects of social CRM can we conduct a detailed analysis from two different subjects and gradually construct the operation system model of social CRM.

The core foundation of social CRM is micro-information, micro-value and micro-network, micro-information is the information data model of the core subject person or topic, micro-value is the asset value evaluation model of people or topics in the social network, and micro-network is the social network structure model of people or topics.

Micro-value is a standard system and model for evaluating the social** influence of a person or topic. Based on the characteristics of the social network, the degree distribution is mainly evaluated from the degree distribution, degree intensity and agglomeration coefficient, the degree distribution revolves around the quantity, degree distribution level, the longest distance and the shortest distance, etc., the degree intensity revolves around the influence, activity, interaction rate, response rate, action weight, etc., and the agglomeration coefficient is evaluated from the perspective of the group around the dimensions of grouping, grouping, labeling and classification.

The micronetwork emphasizes the forward and negative direction of the network, that is, the network distribution structure in the two directions of followers and followers, including the degree distribution level, the number of people and topics, and the strength of nodes. On the basis of the core, social CRM extends a number of application models according to the actual social business needs of enterprises: micro-segmentation model, micro-life cycle model, micro-pipeline model, and micro-loyalty model, which effectively forms the basis of the operation system of social CRM.

PushSale is currently a pioneer in social CRM.

CRM is the abbreviation of Customer Relationship Management in English"Customer relationship management"。CRM was first developed in the United States, and the concept of CRM was first proposed by Gartner Group. After the 90s of the 20th century, with the tide of the Internet and e-commerce, it has developed rapidly.

Different academics or business organizations have different views on the concept of CRM.

The originators of this concept believe that CRM is a business strategy that effectively organizes corporate resources according to the classification of customers, cultivates customer-centric business behaviors and implements customer-centric business processes, and uses this as a means to improve corporate profitability, profits and customer satisfaction.

Social CRM emphasizes the concept of socialization, a more open concept. It is no longer limited to the process management within the enterprise, and more emphasis is placed on the maintenance of customer relationships and team collaboration. The traditional CRM is process-based management, and now the CRM on the market is biased towards market sales, which is one-way customer management, and it is based on the enterprise as a unit, which is relatively closed.

Social CRM emphasizes the lifetime value of customers, records of the communication process with customers, two-way interactive customer management, and can be registered and used by individuals and teams, which is more open and convenient.

Now the pushsale products on the market are social customer relationship management platforms, de-process management mode, mobile use is more convenient and simple to use. The traditional CRM is to enjoy the sales of customers and easy sales, you can compare and use them.

The main points are as follows: improving customer insight, accurate sales to potential customers, customer communication, building a precision marketing system, public opinion monitoring, etc.

In the social relationship, the customer controls the initiative, and the enterprise cannot control and manage the customer relationship in the previous way. At the same time, the relationship in social ** is no longer a simple business and customer buying and selling relationship, but a customer-centric, multi-dimensional social relationship. And how to mine useful information in complex relationship and interaction data, enterprises have to rely on Social CRM, a customer relationship management system for social networking.

The social CRM establishes a connection with social networking, accurately grasps the method of emotional appeal on social networking, and also helps corporate decision-makers to judge what kind of way to solve problems in products, services and customer support through data analysis. Help businesses hear all the voices of their customers as much as possible. You can search for Windtalker CRM and consult it on the official website.

There are two main aspects of Social CRM: social** marketing and social enterprise collaboration. In the future, with the development of socialization, customers and enterprises, and employees need to be socialized to achieve seamless collaboration through multiple channels.

Traditional CRM system: The core of the CRM system is the management of customer data, and the customer database is an important data center of the enterprise, which records the various interactive behaviors of the enterprise and customers in the marketing and sales process, as well as the status of various related activities, and provides various data models to provide support for later analysis and decision-making.

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First of all, with the development of mobile technology, computer technology and mobile terminal technology, smart phones have been popularized, coupled with the development of social platforms, such as Weibo, WeChat, Facebook, Twitter, **, as well as BBS, Tieba and other social networks, which have precipitated a large number of information resources. However, most of these information resources are scattered and fragmented, redundant and disorderly, in the era of big data, how to truly integrate this information into the data required by enterprises, only relying on the operation of Weibo and WeChat is obviously far from enough, and its shortcomings in data analysis even shackle the possibility of its further development. This not only supports the production of social CRM from the technical level, but also supports it from the necessity.

Secondly, from the analysis of individuals in the social network, most of the current professionals are young post-80s and post-90s, and they do not like to be restrained. For CRM in the traditional sense, it has limited the creativity and enthusiasm of employees themselves, and the traditional CRM punch-in, lead pool, sales funnel and other process-based functions have also made the management process complicated, which is not suitable for the needs of some small and medium-sized enterprises and mobile terminals. You must know that the current use scenarios of mobile Internet pay more attention to the user's experience, and a series of redundant processes are no longer suitable for the needs of mobile terminals.

Finally, starting from the enterprise itself, each enterprise has the needs of informatization and personalization, which fundamentally requires that the management of the enterprise must be refined, and the extensive management can no longer adapt to the pace of enterprise development, and the big waves will eventually be eliminated. Secondly, with the intensification of market competition, cost compression makes the market competition space more narrow, and enterprises can only turn their direction to improve market services, focusing on tapping customer lifetime value. Coupled with the changes in the internal organization and teamwork of enterprises, de-organization has increasingly become the direction of enterprise development, so that the assistance of external social resources is more needed, and socialization is imperative.

The lifetime value of a customer refers to the value that a customer can bring to the enterprise in his lifetime, which is calculated by subtracting the cost of the enterprise to attract, promote, retain and serve the customer, and the amount of cash is converted into the present value. The benefits brought by customers include the benefits brought by the initial purchase of customers, the benefits brought by repeated purchases by customers, the benefits brought by incremental purchases and cross-purchases by customers, the benefits brought to the enterprise due to the reduction of the cost of acquiring and maintaining customers and the improvement of marketing efficiency, the benefits brought by customers recommending the company's products or services to friends or family, and the benefits brought to the enterprise by the reduction of customers' sensitivity to **.

According to statistics, the cost of developing a new customer is 10 times the cost of maintaining an old customer, so it can be seen that the value of old customers, especially loyal customers, to the enterprise is huge, and maintaining customer relationships has become the top priority of every enterprise development. Social CRM pays more attention to the care of each old customer, increases the stickiness of old customers, and realizes the lifetime value of customers. On this basis, there are companies that are constantly developing relevant social CRM tools, but to a large extent, they have deviated from this concept, and PushSale is one of the few products that implement this concept.

In order to use a social CRM system well, you first need to figure out what social CRM is.

With the continuous development of science and technology, the differences between products in terms of technology have become smaller and smaller. In the process of customer communication, enterprises cannot only rely on products to attract customers, but also need customer maintenance. Rather than just focusing on one-time deals, you need to manage the lifetime value of your customers.

Therefore, social CRM came into being, with customer relationship management as the core function, emphasizing the lifetime value of customers, no longer emphasizing the process of sales results like traditional CRM, paying more attention to the process of communication and negotiation with customers, and maintaining long-term contact with customers. Moreover, the effective precipitation and management of customer information is also convenient for managers to directly view, evaluate the business of employees, evaluate customer value, and effectively avoid customer loss caused by employee resignation. This is the core of social CRM, so if you want to use a good social CRM system, you can use the following aspects as a reference:

1.It's important to choose a good social CRM tool because it can save you a lot of headaches.

2.It is necessary to clearly know whether your needs are more demanding on sales management or more demanding in other aspects.

3.After choosing a social product and analyzing your own needs, you should have a deeper understanding of the highlights of the CRM application you have chosen, and what content can help you achieve twice the result with half the effort.

4.People-oriented, the application is only used as an auxiliary tool, if you want to use it well, you still rely on your own heart.

Hope mine can help you.