大众彩票福彩快三

电商CRM运营白皮书:体系梳理(二)

网聚宝 2016-04-08 10:04:52 网聚宝 CRM
[思路网注] 电商CRM运营白皮书由网聚宝运营团队编写,结合当下卖家及CRM专员的需求,通过网聚宝将近五年的实战经验积累,整理出符合卖家尤其是符合电商行业CRM从业人员学习的运营实战手册。

NEIRONGJIANJIE

大众彩票福彩快三DIANSHANGCRMYUNYINGBAIPISHUYOUWANGJUBAOYUNYINGTUANDUIBIANXIE,JIEHEDANGXIAMAIJIAJICRMZHUANYUANDEXUQIU,TONGGUOWANGJUBAOJIANGJINWUNIANDESHIZHANJINGYANJILEI,ZHENGLICHUFUHEMAIJIAYOUQISHIFUHEDIANSHANGXINGYECRMCONGYERENYUANXUEXIDEYUNYINGSHIZHANSHOUCE。

BENSHOUCEJIANGCRMFENWEI15ZHAO,CONGPINPAIDINGYI、CRMFUWU、YINGXIAO、DUANXIN、YOUJIAN、CRMZHIZEDENGDUICRMJINXINGQUANMIAN、JINGJIANDELUNSHU。BENSHUJIUSHIYIBENSHIZHANSHU,TAPAOQICHUANTONGSHUJIDELILUNJIEXI,GENGDUODECONGSHIZHANDEJIAODUCHUFA,SHIHEDIANPURENHEGANGWEIRENYUANYUEDU。

WEIJINGXUKE,BUDEYIRENHEFANGSHIFUZHIHUOCHAOXIBENSHUZHIBUFENHUOQUANBUNEIRONG。

BANQUANSUOYOU,QINQUANBIJIU。

本篇为第四-五招,看前面三招请点击“电商CRM运营白皮书:数据分析(一)”

第四招、体系梳理—还原CRM工作细节

CRMQISHIJIUZUOHAOLIANGDAFANGXIANG,YIGESHIFUWU,YIGESHIYINGXIAO。CRMYUNYINGTIXIJIUSHIJIYUFUWUHEYINGXIAOZHEILIANGGEDIANZHANKAIDE,YIWANGDAJIAKAOLVDEGENGDUODESHITONGGUOCRMQUZUOYINGXIAO,ERHULVELEFUWUZHEIGEDIAN。

大众彩票福彩快三CRMDEJICHUSHIZUOHAOFUWU,RANHOUZAIQUZUOYINGXIAO,ZHIYOUBAFUWUZUOHAOLEYINGXIAOCAINENGGENGJIAYOUXIAO。

大众彩票福彩快三DUICRMERYAN,ZHEIXIEJIUSHIWOMENZAIZHENGGEFUWUTIXIZHIZHONGHUISHEJIDAODEHUANJIE,XIAMIANSANDIANSHIZAIZUOFUWUDESHIHOUYAOZHUYIDESANGETEDIAN。

1、 LIUCHENGHUA:BAFUWUTIXISHULIQINGCHUZHIHOUXINGCHENGYITAOLIUCHENG。

大众彩票福彩快三2、 GEXINGHUA:FUWUYAOZUODAOJINGZHUNJIGEXING,MEIJIADIANZUODEDOUSHITONGYANGDEFUWU,GUANJIANKANNINENGBUNENGWANCHUTESE。

3、 ZIDONGHUA:HENDUOGONGZUOYAOSHANYONGGONGJU,JIEZHUGONGJURANGLIUCHENGZIDONGYUNXING。

大众彩票福彩快三FUWUZUOHAOZHIHOUJIUSHIWOMENSHUODEYINGXIAOLE,TONGGUOXIAMIANDEBIAOGEKANXIAYINGXIAOBAOHANSHENMEGONGZUO。

大众彩票福彩快三XIANGDUIERYAN,QISHIYINGXIAOHAIBUZHIBAOHANSHANGMIANZHEIJIDALEIYINGXIAO,DUIYUCRMERYAN,GUANJIANSHIYAOLEJIEYONGHUXUQIU,ZUOHAOKEHUFENCENG,ZUODAOJINGZHUNHUAYINGXIAO,ZHEIGESHICRMYINGXIAOZUIGUANJIANDEDIAN。

RUHEJIYUSHANGMIANTIDAODEFUWUHEYINGXIAODEGONGZUOQUZUOJIHUANI?

DIYI:JIYUBIAOGE,QUZONGJIEFENXINIMENZHIQIANSHIFOUYOUZUOGUOZHEIXIEGONGZUO。

大众彩票福彩快三DIER:ZHIQIANSHIZENMEZUODE,ZUODEXIAOGUOSHIZENYANG。

大众彩票福彩快三DISAN:ZHEIGEFUWUHEYINGXIAOJIBENSHIXINGYENEIDAJIADOUHUIZUODEGONGZUO,DUINIERYANYAOJIEHENIDELEIMUJICHANPINDESHIJIQINGKUANGKAOLVNAXIESHIXUYAOZUODE,NAXIESHIBUXUYAOZUODE。

第五招、CRM核心之客户生命周期营销

大众彩票福彩快三RUGUONINENGLIJIEHEJIEDAXIAMIANJIGEWENTI,QINGTIAOGUOCIPIAN。

1、SHENMEJIAOKEHUSHENGMINGZHOUQI?

大众彩票福彩快三2、RUHEHUAFENKEHUSHENGMINGZHOUQI?

大众彩票福彩快三3、KEHUSHENGMINGZHOUQIDEYINGXIAOCELVESHISHENME?

大众彩票福彩快三XIAOFEIZHEDAORENHEYIJIADIANPUZIXUNHUOZHEGOUMAIHOU,HUIYOUYIGEDUIPINPAIDEJIYIZHOUQI。GENWOMENRENDESHENGMINGYIYANG,WOMENHUIJINGLICHUSHENGDAOSIWANG,DAOZHEIGEGUOCHENGZHONGHUICHANSHENGGEZHONGXUQIU,SHEHUIHUIJIYUWOMENDEXUQIUJIWOMENTIGONGGEZHONGXUQIUJIEJUEFANGAN。DUIDIANPUDEKEHUYESHI,CONGKEHUJINRUDIANPUDAOZUIZHONGGOUMAI、HUIGOU、LIUSHIDEGUOCHENGZHONG,TAHUICHANSHENGCHUGEZHONGXUQIU,WOMENYAOZUODEJIUSHIMANZUKEHUXUQIU。

大众彩票福彩快三HUIYUANSHENGMINGZHOUQIGUANLIZHUYAOZUOHAOLIANGGEFANGMIAN,YIGESHIRUHEHUAFENKEHUSHENGMINGZHOUQI,LINGWAIYIGESHIRUHEDUIBUTONGSHENGMINGZHOUQIDEKEHUZUOYOUXIAODEFUWUYINGXIAOCELVE。

SHANGMIANZHEIGETUJIUSHIYANZHEKEHUTONGGUOSOUSUOHUOKOUBEIJINRUDAONIDEDIANPU,XINGCHENGNIDEQIANZAIKEHU,ZHEIGESHIHOUTAHUIJINXINGLIULANZIXUN,DUIBI,RANHOUZUIZHONGXIADAN,JIERCHENGWEINIDEXINKEHU。

ZAISHOUDAONIDEHUOWUZHIHOUDEMOUDUANSHIJIANNEITAYOUKENENGHUIHUIGOU,RUGUOHUIGOUTAJIUCHENGWEILENIDELAOKEHU,KEHUXINGCHENGBUDUANDEHUIGOUBINGJINIZUOKOUBEI,NEIZHEIZHONGKEHUJIUSHUYUNIDEZHONGCHENGKEHUHUOKEYICHENGZHIWEIFENSI。

XINKE、LAOKEHUOZHEFENSIKEHUZUIZHONGRUGUOZAIYIDUANSHIJIANNEIWEIHUIGOUDEHUAJIUCHENGWEIWOMENDEXIUMIANLIUSHIKEHU。

大众彩票福彩快三SUOYIDUIYUKEHUSHENGMINGZHOUQI,WOMENYAOZUODEJIUSHIRANGQIANKECHENGWEIXINKE,RANGXINKECHENGWEILAOKEHU,RANGLAOKECHENGWEIFENSI,RANGXIUMIANKEHUKEYIFUHUO。NEIMEWOMENJIUBIXUZAIMEIYIGESHIJIANDIANNEIQUWAJUEHEMANZUKEHUDEXUQIU。

大众彩票福彩快三WOMENKANDAOYOUXIESHANGJIAZAIHUAFENSHENGMINGZHOUQIDESHIHOUHUITONGGUOGEZHONGSHUJUQUFENXIQUSUAN,JIYURFMZHILAISUANCHUKEHUDEZHOUQIYINGGAISHIZENYANG,GAODEBIJIAOFUZA,LIJIEQILAIBIJIAOFEILI。QISHIYEMEIBIYAONEIMEFUZA,JIANDANDIANWOMENJIUANZHAOZHEIWUGEJIEDUANBAKEHUZUOYIGESHENGMINGZHOUQIDEHUAFEN:

第一阶段:潜客

QIANKESHIZHINEIXIEZAINIDIANPUWEIYOUGUOCHENGGONGFUKUANDEKEHU,TABAOHAN:LIULANGUO、ZIXUNGUO、XIADANWEIFUKUAN、NAIZHIZHIDAONIZHEIGEPINPAIDEKEHU,DOUKEYILIEWEINIDEQIANZAIKEHU,ZHEIBUFENKEHUYEKEYIBATALIEWEIGUANCHAQIDEKEHU。

大众彩票福彩快三ZHEIPIQIANZAIKEHUZHIZHONGXIADANWEIFUKUANJIZIXUNWEIXIADANDEKEHUSHINIDEZHONGDIANQIANZAIKEHU,ZHEIBUFENKEHUSHIJIEYUCHENGJIAOKEHUYUMOSHENGKEHUZHIJIANDEKEHU,SUOYIXIANGDUINIXINKEYINLIUERYAN,ZHEIBUFENKEHUGENGRONGYIZUOHAOWEIHU。SUOYITIXINGGEWEI,QIANKEYIDINGSHIBUNENGGOUZHIJIEFANGQIDEQUNTI,TADEJIAZHIKENDINGBINIXINKEYINLIUDEJIAZHIYAOGAO。

QIANKECELVE

1、YOUHUAKEFUFUWUJICHANPINHUODONGYEMIAN

大众彩票福彩快三CHULEXIAGUANGGUANGDE,80%DEKEHUJINDIANBUGOUMAIDEYUANYINWUFEIZHUYAOZAIYUJIAGEGAOLE、CHANPINBUFUHEYUQI、KEFUFUWUTAIDUBUHAO。SUOYIYAOTONGGUOCHANPINXIANGQINGYEJIHUODONGJIEMIANDEYOUHUAJIKEFUDEFUWUSHUIPINGLAITISHENGQIANZAIKEHUDEZHUANHUALV。

2、DINGDANCUIFU

大众彩票福彩快三ZUOHAOKEFUJICRMCENGMIANDECUIFU,ZHEIGESHIZAIQIANKEJIEDUANWOMENYAOZHONGDIANQUZUODEYIGEGONGZUO,XIAMIANWOMENHUIYOUZHENDUIDINGDANCUIFUDEXIANGXICHANSHU。

3、PINPAIKOUBEI

大众彩票福彩快三ZUOHAOPINPAIDINGWEIHEYONGHUDEKOUBEIYINDAO,TISHENGQIANZAIKEHUDUIPINPAIDERENTONGGAN,XIAMIANHUIJUTIJIANGDAO。

4、BAZHEIPIRENJUJIQILAI

大众彩票福彩快三KEYITONGGUOQQUN、WANGWANGQUNHUOQITAQUDAO,BAZHEIBUFENKEHUJUQILAI,RANHOUDINGQIDEGENZHEIBUFENKEHUHUDONG,HOUQIDEHUODONGKEYIDINGQIDETONGZHIZHEIBUFENKEHU,YICITISHENGZHEIBUFENKEHUDEZHUANHUA。

第二阶段:新客

XINKEZHIZAIDIANPUGOUMAIGUOYICIDEKEHU。JUTONGJI80%YISHANGDEDIANPUXINKEHUZHANBIDOUDADAO80%YISHANG,ZHEIJIUSHISUOWEIDEERBADINGLV,SUOYIRUHERANGXINKECHANSHENGERCIGOUMAISHIWOMENZUIPOQIEXUYAOJIEJUEDEWENTI。

大众彩票福彩快三XINKELIMIANBAOHANLEGEZHONGXINGWEIDEKEHU,XINKEHUDUIWOMENCHANPINYOUYIDINGDERENZHIDU,SUOYIXUYAODUIXINKEHUZUOXIFEN,RANHOUQUFUWUHEYINGXIAO,TONGGUOKEHUXIFEN,WOMENKEYIBAXINKEFENWEIGAOZHILIANGXINKE,DIZHILIANGXINKE,BUTONGQUYUDEXINKE,XIUMIANLIUSHIDEXINKEHUDENGDENG。

大众彩票福彩快三DUIYUXINKEHUWOMENKAOLVDEWUFEIJIUSHIRUHETISHENGXINKEHUDEHUIGOULV,RANGXINKEHUKEYIJIWOMENZUOKOUBEI,TONGSHIKEYIRANGXINKEHUZHONGFUGOUMAI。

XINKECELVE

大众彩票福彩快三1、ZUOHAODIYICIDEFUWUTIYAN

DIYICIDEFUWUTIYANBAOHAN:KEFUFUWU、FAHUOLIUCHENG、BAOGUOTIYANDENG,RUHEZAIZHEIJIGEHUANJIEZUOYOUHUA,ZHIJIEGUANXIDAOXINKEDEKOUBEICHUANBOJIZAICIHUIGOU。

2、ZUOHAOCHANPINZHOUQIYINGXIAO

GUANZHUHAOCHANPINZHOUQIYINGXIAOJIUSHIZAIKEHUSHOUDAOBINGKAISHISHIYONGWOMENCHANPINHOU,WOMENRUHEJIYUKEHUCHANPINDEZHEIGEZHOUQIQUZUOHAOLAOHUDEWEIHU(XIAMIANHUIYOUXIANGXIDECHANPINZHOUQICHANSHU)。

3、ZUOHAOERCIYINGXIAO

大众彩票福彩快三XINKEZUIGUANJIANYESHIRANGDIANPUZUITOUTENGDEJIUSHIRUHERANGZHEIBUFENKEHUCHANSHENGERCIGOUMAI。ERCIGOUMAIDEGUANJIANDIANZHIYIJIUSHIZUOHAOYINGXIAO。

大众彩票福彩快三DUIYUXINKE,YINGXIAODEGUANJIANZAIYUKEHUXIFEN,ZHENDUIXINKEFENCHUGAOZHILIANGHEDIZHILIANGDEXINKE,RANHOUJIYUKEHUBUTONGDEFUWUCELVE,WOMENBUQIUFUWUHAOSUOYOUKEHU,DANSHIWOMENYIDINGYAOFUWUHAONEIXIEYOUKENENGCHENGWEIWOMENFENSIDEGAOZHILIANGKEHU。TONGSHIJIEHEGEZHONGHUODONGKAOLVZENMEDUIXINKEHUZUOXIFENYINGXIAO,TISHENGYINGXIAOZHUANHUA。

4、GUANLIANCHANPINDETUIJIAN

DUIYUXINKEHUERYAN,TAZAICIHUIGOUDESHIHOUWUFEIJIUSHIGOUMAITONGKUANCHANPINHUOGUANLIANCHANPIN。GOUMAITONGKUANCHANPINDESHIHOUZHINENGJIYUCHANPINZHOUQILAITUI,GUANLIANCHANPINSHIKEYISUODUANKEHUDEHUIGOUZHOUQIDE。SUOYIXINKEHUYAOZUOHAOGUANLIANCHANPINDEWAJUEHETUIJIAN。

第三阶段:老客

LAOKEZHIZAIDIANPUGOUMAICHAOGUOLIANGCIJILIANGCIYISHANGDEKEHU。ZHEIBUFENKEHUDANCONGGOUMAICISHUSHANGMIANLAIPANDUANDEHUA,JIBENDOUKEYICHENGZUOSHIDIANPUDEGAOZHILIANGKEHULE。LAOKELIMIANYEHUIYOUXIUMIANLIUSHIKEHU,BUGUOXIANGDUIERYAN,TAYESHIGAOZHILIANGDEXIUMIANKEHU。

KEHUYIDANXINGCHENGLIANGCIGOUMAI,YOUKENENGSHINIDECHANPIN、JIAGE、FUWU、SHOUHOUDENGMOUFANGMIANDADONGLEKEHU,ZHISHAOZHENGMINGNIZAIMOUFANGMIANZUODEBUCUODE,DANGRANGONGLAOYOUKENENGSHINIDEYUNYINGTUIGUANGRENYUAN。DANGXINKECHANPINERCIGOUMAIDESHIHOU,WOMENBUJINYAOZAIGOUMAIHUANJIESHANG,TONGSHIZAIZHENGGEHUIYUANQUANYIJISHOUHOUSHANGJIDAOKEHUZHUANXIANGDEFUWU。

LAOKECELVE

1、FUWUSHENGJI

DANGXINKEHUZAICIHUILAIGOUMAIDESHIHOUKEFUZAIGOUTONGFANGSHIHEFANGFASHANGMIANYAOTIXIANCHUTASHILAOKEHU,RANGTAGOUMAIYOUBUYIYANGDETIYAN,ZAICHENGHU、GOUTONGFANGSHISHANGMIANKEYIZUOYOUHUA。TONGSHIZAIJIEJIARIHEHUIYUANDENGJIQUANYISHANGMIANDUILAOKEHUZUOYOUHUA。SHOUJIYONGHUSHENGRI、ZUOHAOHUIYUANZHUANXIANG、HUIYUANDENGJIZHEKOU、HUIYUANZHUANSHUYOUHUIDENGGEZHONGHUIYUANZHUANSHUQUANYI。

2、JIANLIGAOZHILIANGKEHUQUN

RUGUOYOUZUOSHEJIAOMEITIDE,KEYIKAOLVZHENDUILAOKEHUZUOZHUANSHUDEWEIHU,ZHEIPIKEHUSHIYUANYIGENNIDEPINPAIZUOGENGDUODEHUDONGHECHUANBODEQUNTI。

3、YINGXIAOSHENGJI

大众彩票福彩快三DUIYULAOKE,BUSHISHENMEHUODONGDOUSHIHEQUYINGXIAO,YAOZUOHAOLAOKEDEXIFEN,LAOKEGENGDUODESHIZUOHAOQUANYIJIFUWU,SHIDANGDETONGGUODAXINGDEHUODONGLAICIJI,ERBUNENGTONGGUOBUDUANDEJIAGECUXIAOQUWEIHUZHEIBUFENLAOKEHU。

第四阶段:休眠流失客户

大众彩票福彩快三XIUMIANLIUSHIKEHUJIUSHIZHIYIGOUMAIKEHUZAIYIDINGSHIJIANNEI(SHIJIANSHIGELEIMUJICHANPINBUTONGERDING)WEICHANSHENGHUIGOUDEKEHU。

大众彩票福彩快三ZENMETONGGUOSHIJIANWEIDULAIPANDUAN,JIBENKEYICANKAOCANKAOZHEIGESUANFA:【YUXIUMIANKEHUSHIJIAN】DAYUHUODENGYUZUIHOUYICIGOUMAISHIGAICHANPINDESHIYONGTIANSHU*JIANSHU。LIRU:NIZAI11YUE11HAOMAILELIANGHETT,YIHESHIYONGZHOUQISHI10TIAN,NEIZAI20TIANHOUKEHUWEIHUIGOUDEHUAJIUKAISHIJINRUXIUMIANQI。

XIUMIANLIUSHIKEHUCELVE

1、KEHUXIFEN

XIUMIANLIUSHIKEHUSHOUXIANYAOXUEHUIXIFEN,XIFENCHUGAOZHILIANGXIUMIANKEHU,DIZHILIANGXIUMIANKEHU,BUTONGQUYU、JIAGE、CHANPINDEXIUMIANKEHU,ZHEIYANGFANGBIANNIGENGHAODEDUIZHENGXIAYAOQUJIHUOZHEIPIXIUMIANKEHU。

2、DINGXIANGYOUHUI

XIUMIANHUIYUANGENGDUODESHITONGGUOYOUHUIDECELVELAIJIHUO,SUOYIYAOXUEHUILIYONGYOUHUIQUAN、MANJIUSONGDENGFANGSHICIJIKEHUHUIGOU。

3、HUODONGCIJI

TONGGUOHUODONGYOUQISHIDAXINGHUODONG,ZAIJIEZHUXIANGGUANDEYOUHUICELVEDUIKEHUZUOYINGXIAOCIJI,DANGRANZHEIGEQIANTIDOUSHIJIANLIZAIKEHUXIFENDEJICHUSHANGDE。

4、YUANTOUBAKONG

大众彩票福彩快三DIANPUBUKENENGMEIYOUXIUMIANKEHU,DANSHIWOMENKEYIJINKENENGDEJIANGDIDIANPUDEXIUMIANKEHU,SUOYIJIUBIXUZUOHAOWOMENZHEIGEBAIPISHUSUOSHUODESUOYOUFANGFA。

第五阶段:粉丝

SUOWEIFENSI,YIJINGKUAYUELEZHONGCHENGKEHUDEXINGLIELE,DUINIDECHANPIN、FUWUJIPINPAIDOURENTONGDEZHEIBUFENKEHU。ZHEIBUFENKEHUYUANYITINIDEPINPAIZUOKOUBEIZUOXUANCHUAN。

大众彩票福彩快三YIGEDIANPUNENGBUNENGCHENGZHIWEICHENGGONGDEDIAN,NENGBUNENGCHENGZHIWEIPINPAI,GUANJIANHAISHIKANNIYOUDUOSHAOFENSI。

FENSICELVE

1、 ZHUANSHUFUWU

JIYUZHONGCHENGKEHUFUWUDENEIYITAOTIXIDOUKEYISHIYONGZAIFENSISHANGMIAN,ERQIEYAOGENGJIASHENRU。

2、 JUJI

YAOXUEHUIBAZHEIPIFENSIJUJIQILAI,RANHOUTONGGUOZHEIQUNFENSIQUZUOKOUBEIHECHUANBO。

3、 CHUANGLIFENSIZUZHI

JIZIJIDEFENSIDINGYIGEMINGCI,RANGTAMENKEYIZHAODAOYIGEZUZHI,ZHEIGEZAIHOUMIANHUIYOUJUTIDECHANSHU。

大众彩票福彩快三ZONGJIEHUILAI,KEHUSHENGMINGZHOUQIGUANJIANDIANHAISHIWOMENZIJIYAOXUEHUIDUIKEHUZUOSHULI,JIYUSHENGMINGZHOUQIWACHUKEHUDEGEZHONGXUQIU,RANHOUZHENGLICHUYITAOYUNYINGLIUCHENGCHULAI,JIYUZHEIGELIUCHENGTIXIDUIKEHUZUOGUANHUAIHEYINGXIAO。

本篇为第四-五招,看后面招数请点击第六招、CRM核心之产品周期营销”

网聚宝:电商CRM软件领导品牌,为杜蕾斯、御泥坊、马克华菲等在内的一千多家品牌店铺提供CRM一体化解决方案。

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