The question should be "How to use CRM to convert prospects into real customers?"

CRM (CustomerRelationshipManagement) is a methodology and process for acquiring, retaining and increasing profitable customers. It is a customer relationship management methodology and business transaction strategy based on software technology. According to the type of customer, CRM is divided into B2C, B2B;

CRM will convert potential customers into real customers of the steps and methods are as follows:

One, through the CRM system to establish a potential customer traffic pool

First of all, you need to have a certain amount of reserve customers in the CRM system, i.e., the flow pool, the flow of the pool volume of the size of the decision to determine your future prospective clients volume of The size of the traffic pool determines the size of your future prospective customers and the conversion rate, so attracting traffic, attracting potential customers, and importing customer information into the CRM system is the first step in customer conversion.

There are many ways to attract traffic, and different industries have their own characteristics. Such as catering stores, catering business itself has other business does not have the advantage of traffic, to the store scanning code to send items, recharge to become a member, interactive games in the store, new dishes vote forwarding, etc. can attract traffic, for the store consumption, secondary consumption, etc. to do a good job of customer reserves. There are many ways to get customers to attract traffic, I will not repeat here.

Second, the flow of potential customers in the pool for classification, that is, customer image

CRM system has a potential customer (traffic) reserves, but also need to classify the potential customers, customers for consumption tendency of the portrayal, and customer image. Divided into the following steps:

1, clear customer labeling and standards;

Big Data era, do not understand the "customer labeling", can not talk about potential customers into customers, not to mention precision marketing. Each industry CRM system has a customer labeling system. Such as demographic dimensions of age, gender, education, etc.; hobby dimensions of sports, music, pets, etc.; social dimensions of work, life, socialization and so on. By analyzing the customer's label, it can be better to carry out effective data support for diversified marketing activities.

2. Scoring the customer's label

The corresponding label of the potential customer is assigned a value, given weight, and then the label score of this customer is counted. The total score in different levels, the need to take different marketing strategies.

Three, seize the potential customer's pain point, tickle point, reach the excitement, facilitate the transaction

Based on the different branches of the potential customer, to take the corresponding marketing strategy to seize the pain point, tickle point, reach the excitement, and finally let the potential customer into a real customer.

1, seize the pain point, simply put, is the need for timely, must solve the problem, there is a strong sense of urgency. If it is not solved, it will be very agonizing and painful. That in marketing how to seize the customer's pain point, exactly, is the basic rigid needs of the customer it!

For example, the classic advertising slogan of herbal tea Wanglaoji is: afraid of fire, drink Wanglaoji! Drinking alcohol, eating hot pot fire, then drink Wanglaoji.

So, what we have to do is to find the problem, solve the problem, and finally tell the consumer: I can help you solve this problem, if you want to solve the problem, you can choose my product.

2, tickle the customer's itch

Pain point is just need, must be solved; itch point is desire, not necessarily need. The itch is more of the potential needs of consumers, more to meet a deep desire, how can we scratch the customer's itch? Or the example of Wanglaoji, fear of fire is the pain point, but to solve this pain point, there can be a variety of options, painful methods such as taking medication, abstinence, such as not eating hot pot, but drink Wanglaoji can eat hot pot, but also not fire, this demand can be there.

3, touch the customer's excitement, facilitate transactions

Excitement that the product's selling point, the product's FABE, in short, and similar products compared to your product embodiment of the differentiation characteristics. You put the product FABE introduction, really touch the customer's G point, impress the people, facilitate the transaction.

Wanglaoji's selling point, "the originator of herbal tea, the king of herbal tea", "can lower the fire", was founded in the Qing dynasty during the Daoguang period (1828), the founder of the Wang Zebang, recognized as the originator of the herbal tea, the use of herbal plant materials formulated, with the "king of herbal tea". It is recognized as the originator of herbal tea and is made from herbal plant materials, and is known as the "King of Herbal Tea". It is the most authentic and orthodox! All other herbal teas are inherited.

Through the above three strategies, so that potential customers into real customers.

Four, after-sales service quality service

After-sales service is also a very important service system, he is an important part of the CRM closed loop, is to facilitate secondary consumption, an important means of re-purchase, but also another starting point for customer management upgrade.

After-sales quality services are probably the following:

1, guidance and cultivation of customers, so that customers understand the products and services;

2, to further understand the needs of the customer, such as the evaluation of the products and services and expectations;

3, to provide personalized service.

Through the quality of after-sales service, improve customer satisfaction, cultivate customer loyalty, so that real customers become loyal customers.