The emergence of the new crown epidemic has accelerated the arrival of the era of "cloud" economy for the whole people. The traditional offline consumption and customer business model can no longer meet the personalized consumption needs of customers.
Accelerating adaptation to the irreversible changes in residents' consumption habits in the post-epidemic era and accelerating digital and Internet-based transformation are the most profound lessons that all enterprises have learned during the epidemic.
Accelerating digital and intelligent transformation is the only way for enterprise development
In recent years, digital transformation has been promoted to the level of national strategy, and favorable policies such as "Big Data Industry Development Plan (2016-2020)", "New Generation Artificial Intelligence Development Plan", "Guidelines for Promoting Enterprise Cloud Implementation (2018-2020)" Released successively, it vigorously guides and promotes new technology innovation breakthroughs and integrated applications, and accelerates the digitalization process of enterprises, industries, and industries. At the same time, with the rise of consumer sovereignty, the complexity of products and services, the diversification of scenarios, and the complexity of supply chains, the IT technology system that focuses on optimizing business efficiency cannot support future product innovation, business innovation, organizational innovation, Manage innovation.
Improving data capabilities and realizing customer-centric refined operations will be the focus of enterprises in the era of digital transformation 2.0. Traditional industries should make full use of digital tools and means to empower business transformation, forming data-driven business and business feedback data A benign closed loop to break through business difficulties.
So how can traditional enterprises use AI, big data and smart badges to complete digital and intelligent transformation and achieve efficient data-driven customer growth?
01 Global customer data fusion, unified customer identification
Customer data in an enterprise comes from different business channels and systems, which are often fragmented and difficult to unify, unable to support multi-department data calls and decision-making, and customer data accumulated in the enterprise cannot be effectively utilized and cannot form data assets. Online, with the help of the power of the data center, connect all the consumption touchpoints of the enterprise, and collect customer data across channels. Use smart badges offline to collect voice data during the on-site interaction between employees and customers, integrate it with the data of each contact point of online customers, and process it to form a unified identity recognition, depositing the private data pool of the enterprise, which is the first step to complete data-driven customer growth step.
02 Build a dynamic panoramic customer portrait and master the user journey
The so-called knowing yourself and the enemy can win a hundred battles, and the same is true for enterprises in customer management. Only by knowing the customers, knowing the customers, knowing where the customers are and what they want can we formulate targeted operation strategies and achieve precise reach and efficient conversion.
It is a continuous and dynamic process for customers to come into contact with the brand, know the brand, understand the brand, and become interested in the brand. Therefore, enterprises need to integrate omni-channel customer data, and continuously superimpose customer labels through various analysis methods such as user behavior, preferences, and events . , enrich and improve user portraits, create a 360° all-round and three-dimensional user panoramic view, and realize in-depth user insight. Only then can we choose the right method, the right channel, and use the right content to reach the right customers at every key point in the user's entire journey.
In the past, enterprises' grasp of customer portraits was limited to online web browsing, clicks and other behavioral data insights, but lacked insight into offline communication voice data that records customers' true voices.
Now using smart badges and AI speech recognition, semantic understanding and speech analysis technologies, based on real-time analysis and mining of sales and customer interaction data, valuable information can be extracted and decision support can be provided for enterprises. Through the analysis of dialogue voice and text form, it is possible to discover potential customer needs, customer preferences, purchase intentions, price budgets, product expectations, and other key information that affect transactions during the operation of corporate customers. Combined with the customer's online behavior to form a real sense of online and offline integration to create a 360° all-round three-dimensional user panoramic view.
03 Build a full life cycle model to refine customer operations
Completely record the whole process data of users from contact, understanding, generation of interest to purchase of brand products, build a full life cycle management model, identify different life cycle stages and characteristics of users, intelligently recommend, wake up and activate to identify potential additional purchases, upgrade opportunity customer groups, Multi-strategy precision touch.
Through the intelligent capabilities of AI, combined with the insight of user portraits, we recommend targeted marketing techniques and marketing strategies. And extract the excellent sales words for others to learn and reuse at any time. Master the order-making skills of pin crowns and get started quickly.