Contrary growth in the year of the epidemic
As we all know, because of the new crown epidemic raging around the world, 2020 is full of variables and uncertainties.
On the one hand, the epidemic has brought a huge impact to all walks of life, and even many companies that people are familiar with have not been able to survive the crisis; on the other hand, the severe challenges brought by the epidemic are also forcing a large number of companies. Accelerating the pace of digital transformation and upgrading, seeking innovation and breakthroughs through technology and digital means.
In the face of a variable environment, grasping comprehensive data in the first time to help make decisions and judgments is undoubtedly a key to the current digital transformation of enterprises. And this is exactly the value of BI (Business Intelligence).
As a professional big data BI and analysis platform provider in China, with easy-to-use products and high-quality services, FanRuan has made achievements in the BI field that many peers envy: it has been selected as one of the top 50 big data companies in China for three consecutive years, becoming It is the only company in the domestic BI field and Jiangsu Province that has been selected for three consecutive years; in the IDC "2019 China BI Market Tracking Report", FanRuan ranked first with a market share of 16.3%.
Due to the impact of the epidemic, from the recent financial reports disclosed by various companies, most listed companies in the enterprise software field have negative revenues in the first half of 2020. However, as of August 2020, FanRuan's revenue has increased by about 20% compared with the same period last year. Such dazzling data undoubtedly makes people full of curiosity: What has FanRuan done right?
On September 18, 2020, the Fanruan Smart Number Conference with the theme of "Digital Innovation 2020" was grandly opened in Wuxi Nianhuawan Paramito Convention Center. The main venue was full of thousands of people. The number of live viewers on multiple live broadcast platforms such as Litchi News and CCTV Client of Jiangsu TV Station reached nearly 2 million, which shows how much attention the conference has received. The mystery of Fan Ruan's substantial growth against the trend is also gradually revealed in this conference.
Thinking about the "Black Swan" incident
In the main venue of FanRuan Smart Number Conference, FanRuan CEO and co-founder Chen Yan shared the in-depth thinking of FanRuan on the frequent "black swan" events in 2020 in the keynote speech of "Work Report in Epidemic Year".
"During the epidemic, it is already very good for software companies to not lose money, but FanRuan has achieved a 20% growth against the trend. Does such data show that FanRuan is indeed very good?" Chen Yan said. "In fact, this set of data does not indicate that Fanruan is very good, but it has triggered our thinking."
Chen Yan believes that the main reason for FanRuan’s revenue growth is not because of the rapid adjustment of the corresponding products and strategies in response to the epidemic, but because more and more companies are doing business intelligence and data analysis in the process of digital transformation. Generated strong demand. The arrival of the 2020 epidemic can be said to have stimulated such market demand to a certain extent, so that FanRan also benefits from this inertial growth.
"When I was thinking about facing the'black swan' incident, how can FanRuan ensure continuous revenue growth and ensure that profits are positive? The conclusion is two formulas: one is to ensure revenue growth, and the value we create for customers should be It is greater than the customer’s purchase cost + usage cost; the other is to ensure that the profit is positive, that is, the customer’s purchase cost should be greater than FanRuan’s operating cost." Chen Yan said, "If these two formulas are always valid, the core principle is to create value for customers."
"Creating value for customers." Fan Ruan said and did the same-the conference originally scheduled for Chen Yan to give a speech of 40 minutes, but in order to leave more time for the customers and partners present, However, Chen Yan voluntarily requested that his speech time be drastically reduced from 40 minutes to 10 minutes.
Although it is just a small detail of the speech, it reflects FanRuan's full sincerity to customers. Of course, Fan Ruan's move also won warm applause from all the guests present.
Four decisions for FanRuan in 2020
Chen Yan revealed that in order to ensure sustained and effective growth on the main track of BI business intelligence, FanRuan has made four decisions in 2020:
1. Fully quantify the customer experience of Fansoft
Fanruan has always taken "creating value for customers" as its mission, and strives to make customer service refined and systematic. Through the establishment of relevant standards for project implementation team, technical support team, and customer success team, the customer experience Do it to the extreme. However, whether the customer experience is good or not, and how much value it brings to customers, there is no qualified evaluation system. And quantifying customer experience can reasonably evaluate the contribution value of each department and achieve more effective contribution reward distribution. Therefore, Fanruan should adopt more scientific management methods, choose to do the right things, do things hard, and do things efficiently. By cultivating employees’ mission and values, building a reasonable evaluation system, and standard scientific business processes, we will create concrete for customers. , Quantifiable value.
2. Mid-level and high-level cadres are assigned tasks
This has two main purposes: the first purpose is to hope that FanRuan's cadres and employees can visit more cooperative customers and accept complaints; the second purpose is to hope that FanRuan's cadres can feel the pain of frontline colleagues firsthand. After doing this, you will also gain two benefits: the first benefit is that it allows everyone to deeply understand that "one will succeed in everything." A sales order with gratifying data may be based on the pain of many people. The second advantage is that FanRuan’s cadres can better carry out their work with customer thinking.
3. Freeze team HC that cannot improve customer experience
In Fanruan, these teams belong to the marketing system. Isn't the massive expansion of the marketing system trying to make money, is it not popular in this era? However, after repeated thinking, FanRuan realized that if it cannot guarantee 100% satisfaction of customers' demands, then the continuous expansion of the marketing system team may be pitting customers or pitting itself. For FanRuan, this was a very difficult decision, but in the end it was quickly implemented.
4. Organizational culture, distribution, strategy and product consensus building
Fanruan has been using the entire company to improve customer service experience. Whether it is culture, distribution, or strategy, it is ultimately the customer experience. And if Fanruan does not reach a consensus on the four aspects of culture, distribution, strategy, and products, then its behavior on the customer side may be inconsistent. In order to create greater value for customers, what FanRuan has to do is to gain more consensus on culture, distribution, strategy, products, etc., internally optimize the work experience of employees, and use systems to ensure the implementation of values. The real force makes a hole, and a hole is made.
"All in all, FanRuan's revenue data may look beautiful, but we still have to maintain a heart of respect for customers and truly insist on creating value for customers, so as to ensure continuous and effective growth." Chen Yan said.