Customer management is a comprehensive innovation of business model and a major transformation from product management to customer management. Customer business digitization is a new upgrade of enterprise business philosophy, from “resource-centered and process driven” to “customer-centered and data-driven”.
In the application layer, according to the product functions, it is roughly divided into sales management, transaction management, member management, advertising management, marketing management and other modules. In the infrastructure, the data center, as a product with real-time data processing, data service platform, label factory and recommendation platform, cooperates with the application layer to help enterprise it move from “supporting business” to “driving business”. The customer data platform and business analysis platform built on the middle platform, as an important underlying capability support of the enterprise, provide unified customer portrait and data analysis, help the enterprise realize precision marketing, and help the enterprise improve business value through “Data-Driven”.
When choosing products, enterprise customers still pay primary attention to the matching degree between the solution and the company’s business, whether it can really solve the business pain points and improve the efficiency of management. In addition, customer operation digitization is a set of customer-centered closed-loop system. The manufacturer’s full case service capability can effectively avoid the segmentation of customer operation system into multi chimney system, so it is also an important consideration for model selection. Finally, on the basis that the products can meet the demand, we will further investigate the manufacturer’s past successful customer cases and experience accumulation in relevant industries, and make judgment and selection in combination with the product price.
For manufacturers, on the one hand, they should improve their service efficiency in the face of differentiated demand, so as to reduce service time and cost. On the other hand, it should be deeply integrated with the industry. There are great differences in business processes and performance forms in different industries. There are different indicators and business analysis systems in customer transformation analysis. How to precipitate the industry system will be a problem that manufacturers must pay attention to. For external manufacturers, we need to increase the triple construction of technical partners, business partners and channel partners, improve the source of orders, and increase the popularization and implementation of digital capabilities.
