Shulou(Shulou.com)06/02 Report--

To understand what SCRM is, you must first understand the definition of CRM. CRM means Customer Relationship Management in English and customer relationship management in Chinese. SCRM English full name is Social Customer Relationship Management, namely Social+CRM, through social tools to achieve personalized communication to users, more importantly, SCRM through interconnection technology to users into the enterprise's marketing system, encourage users and users direct personalized communication, in the communication process, users gain more sense of participation, achievement, so as to enhance users' recognition of the brand and emotional connection.

The concept of customer relationship management has been in China for nearly 20 years. There are many mature solutions and manufacturers. From the perspective of practical application, CRM puts more emphasis on the collection and collation of customer data, and maintains customer management through sales staff in the traditional way. CRM core module includes sales management, call center, contract management and so on.

With the development of Internet technology, more and more social tools are integrated into people's daily life and office at the same time. Social tools have inherent advantages in customer relationship management. Therefore, compared with CRM, SCRM puts more emphasis on sociality and interaction (Social), and with the help of Social tools and big data technology, constantly enrich and improve user tags, so as to better understand consumers and provide products or services that better meet their needs.

The difference between CRM and SCRM

When it comes to specific differences, Boyang Interactive believes that there are the following aspects:

1. Different ideas.

CRM puts more emphasis on the management of customers, while SCRM operates a cooperative relationship with users, not just as a management object. As mentioned earlier, CRM is more of an internal workflow optimization tool, integrating internal sales, customer service, after-sales workflows and documents of these departments. For customers, CRM focuses on how to manage customers, who rarely interact with the enterprise except for getting information through telephone, salesperson, email and website.

SCRM will take customer data as the most important marketing asset of the company. As a part of the enterprise management system, customers can outline user profiles, get a more comprehensive understanding of customers, constantly optimize all-contact marketing experience, and operate a cooperative relationship with customers to enhance customer value and achieve enterprise success at the same time.

2. Different goals.

CRM is mostly internal-oriented management tools to assess the performance of sales staff and standardize the service of service personnel. Traditional CRM mostly sells software systems or provides SaaS online CRM to record a customer record. The salesperson, customer service and after-sales personnel fill in the information, and the system generates part of the report.

SCRM is the extension of the user-oriented enterprise marketing system. SCRM regards every point of contact with customers as an opportunity to communicate with customers and a way to understand customers, so as to constantly provide content that meets customer needs and affect customers from different aspects. At the same time, every customer's social network is also integrated into the enterprise's marketing system. This can not be realized by traditional CRM.

For example, Boyang interactive Mini Program Mall, Mini Program membership card into the gene of full-staff marketing, you can easily achieve access to old customers, full-staff marketing.

3. Different demands.

The key to SCRM is to actively attract consumers through communication and interaction. In addition to the traditional CRM phone, email, visit and other interactions, there are more real-time one-to-one interactions. To some extent, interaction and trust are the core of SCRM. Boyang Interactive SCRM not only interacts with customers through a combination of communication methods, but also emphasizes the positive recognition of consumers and trust in the brand caused by these interactions and their own experiences (including consumer experience, service experience and communication experience). Because of trust, there will be longer-term cooperation and full-staff marketing.

Based on the concept of CRM and making full use of the advantages of Wechat, Boyang Interactive SCRM can not only integrate omni-channel user behavior and consumption data, including Wechat, stores and official websites, and accurately portrait users, but also combine Boyang Interactive H5 marketing platform and automated marketing and Mini Program Mall to achieve one-to-one communication, connect online and offline, and achieve sales growth.

Boyang Interactive SCRM helps customers manage members efficiently, respond quickly to market demand, and achieve sales expansion.

Click https://www.88hudong.com/form.html to apply for a trial now.

Boyang Interactive SCRM is original, please indicate the source when reproduced.

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