CN106327211A - SCRM system based on social media and development method thereof - Google Patents
SCRM system based on social media and development method thereof Download PDFInfo
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Abstract
The invention relates to a SCRM system based on social media. The SCRM system comprises a social media module, a service function module and a data module. With application of the SCRM system, statistics of the basic data source of users can be performed so that user portraits can be accurately described, and the problems of the conventional CRM system that user connection is difficult, the data are relatively static, the users cannot communicate, the users cannot be motivated for participation, the effect of marketing, sales and customer services is difficult to exert and the data volume is small and is not abundant can be solved. The SCRM system is based on the social media so that user connection is easy, the dynamic data can be acquired, the users are enabled to form grid communication, the users can be motivated and the data volume is also more comprehensive and more abundant.
Description
Technical field
The invention belongs to computer technology, IT, marketing field, particularly relate to socialization's customer relation management (SCRM)
Field.
Background technology
CRM i.e. customer relation management, refers to the relation that enterprise's CRM technology manages between client.In different occasions
Under, CRM is probably a management term, it may be possible to a software system.Generally the CRM of indication, refers to use computer automation
Analyze the software system of the flow processs such as sale, the marketing, customer service and application.Its target is the valency by improving client
Value, satisfaction, profitability and informativeness reduce sales cycle and selling cost, increase income, searching are activated business required
New market and channel.
The various background informations of user (consumer), consumption etc. are more of arranged out by traditional CRM, then lead to
The mode crossing system is persistently followed the tracks of, including the Document Solution consumed further；Sent out by modes such as phone, note, email
Give some information；Or even follow-up record etc. after sale.In such a system, each user is equivalent to a record.As
Fruit does not has big complaint event etc., may be in addition to computer system, and nobody will appreciate that certain user, and what is your name.Because this
Individual system be enterprise dominate, belong to internally-oriented, more of help enterprise go manage user, rather than actually intend to by this be
System goes to set up the strongest relation with client.This CRM also exists several obvious problem:
Connect user more difficult, perhaps can only could produce connection by transaction and complaint, be substantially at ordinary times and do not connect
's.
Data are geo-stationary, and the data in CRM are probably user's some months situation the most the year before.
Being difficult between user and user link up, unlikely form network, even user Zhang San never knows that use
The existence of family Li Si.
CRM is internally-oriented, more instruments as a kind of interior optimization workflow, it is difficult to play its customer service, marketing,
The functions such as sale or even public relations.
CRM more of acts on management user, is not intended to mobilize the strength of user.
Data volume and data richness are inadequate, are difficult to see clearly user accurately.
But it is as the development of development of Mobile Internet technology, especially the development of social media (Social media), we
Social media can be utilized as a new position, by developing a system in social media, completely newly set up one
Connection between new firms user, fully solves the problem that above tradition CRM runs into.This system we it is become
Social CRM, i.e. SCRM.
Summary of the invention
It is an object of the invention to provide a kind of SCRM system based on social media.
A kind of SCRM system based on social media, it is characterised in that: described system includes social media module, business merit
Can module and data module；Described social media module utilize have mass users colony, the social media that has a sharing function is
Platform, by platform building SCRM system, and implants statistics codes in SCRM system, utilizes cross-platform, low threshold access
HTML5 technology, needs the value expressed by described SCRM systems communicate to user enterprise；Described business function module based on
The low threshold link of the social media of mass users colony and the SCRM system of HTML5 technological development, improves the access frequency of user
Rate and the time of staying, thus obtain the data that user is recent, then by described SCRM system constructing community module, make user and use
Form a new social networks, the sharing mechanism of recycling social media between family, need the value expressed to pass through enterprise
User carries out sharing formation fast propagation；Described data module is by the statistics codes implanted in described SCRM system, statistics
The basic data source of the user of each access described SCRM system, and utilize described basic data source to depict user's portrait.
Further, described business function module mainly includes HTML5 application module, community module, store module, shops
Module.
Further, described basic data source includes personal attribute, behavior record, content and relation chain.
Further, the value of described enterprise refers to content, product or service.
It is a further object of the present invention to provide the development approach of a kind of SCRM system based on social media.
A kind of implementation method of SCRM system based on social media, it is characterised in that: described method comprises the steps:
A, utilize have mass users colony, the social media that has a sharing function is platform；
B, by platform building SCRM system, and in described SCRM system implant statistics codes, utilize door cross-platform, low
The HTML5 technology that sill access, needs the value expressed by described SCRM systems communicate to user enterprise；
C, the low threshold chain of SCRM system based on the social media and HTML5 technological development having mass users colony
Connect, improve access frequency and the time of staying of user, thus obtain the data that user is recent；
D, by described SCRM system constructing community module, make between user and user formed a new social networks,
The sharing mechanism of recycling social media, enterprise can be needed the value expressed to be carried out point by user by described SCRM system
Enjoy, form fast propagation；
E, by SCRM system implant statistics codes, add up the basis of the user of each access described SCRM system
Data source, and utilize described basic data source to depict user's portrait.
Further, described enterprise needs the value expressed to include content, products & services.
Further, described SCRM system includes that business function module, described business function module mainly include that HTML5 should
By module, community module, store module, shops's module.
Further, the described data in step c can be dynamic.
Further, described basic data source includes personal attribute, accesses record, content and relation chain.
The invention has the beneficial effects as follows:
By SCRM system based on social media, solve tradition crm system connect user's difficulty, data geo-stationary,
Without linking up, cannot transfer user and participate between user, it is difficult to play marketing, sells and customer service effect, data volume are less than normal abundant etc.
Problem.SCRM system, based on social media, easily connects user, can obtain dynamic data, makes user form netted communication, and can
So that user is mobilized, data volume is the most more rich.
Accompanying drawing explanation
Fig. 1 is the Organization Chart of the SCRM system of the present invention
Detailed description of the invention
Below in conjunction with the accompanying drawings the detailed description of the invention of the present invention is described further:
As shown in Figure 1.Platform development relates generally to following 3 aspects:
(1) cross-platform ability encapsulation, as shown in a-quadrant in Fig. 1.By abstract each platform (as wechat, microblogging, QQ,
Alipay) identity, message, share and the ability such as payment, allow the business function module stability based on platform of SCRM system.
Solve tradition crm system and connect the problem that user is difficult.
(2) business function module, as shown in B region in Fig. 1.This is the core of SCRM system.Value according to enterprise is (interior
Appearance, product or service) set out, by the business module that HTML5 technological development is corresponding, such as HTML5 application module, community's mould
Block, integration store module, assistance application module, shops's module, store module, customer service module, content module, member's module, enterprise
Industry system module, retail management module, Below-the-line module, platform capabilities module etc..Solve tradition crm system data relative
Without linking up, cannot transfer user and participate in and be difficult to play marketing, sell and the problem such as customer service effect between static, user.
(3) data module, as shown in C region in Fig. 1.By disposing comprehensively system in the business function module of SCRM system
Meter code, is collected the basic data source stayed after user accesses SCRM system, and is modeled by basic data source, to collecting
Basic data source analyzed, formed accurately user portrait.Wherein, basic data source is mainly by personal attribute, behavior note
4 kinds of data compositions such as record, content and relation chain.Mainly solve tradition crm system and be difficult to the problem that accurate user sees clearly.
The most whole SCRM system is carried out detailed decomposition.
One, cross-platform ability:
After exploitation, SCRM system provides cross-platform ability, and for same function, each platform can complete completely
The same operation also achieves the goal.(carried by the store module of SCRM system as the purchase of a same product links Quick Response Code
For), use wechat to sweep and sweep, can complete by wechat " to check that the product wechat payment that places an order receives micro-
Letter public number message informing receive " etc. process.And swept by Alipay and sweep, then can complete " to check by Alipay
Product place an order Alipay pay receive Alipay service window message informing receive " etc. process.It is easy to
Connect user.
Two, business function module:
HTML5 application module, it is provided that various height are interactive, the HTML5 of playability application, attract user to access SCRM system
System, the main access record collecting user and relation chain number.
Community module, provides the communication space between user and user, mainly by modes such as model, photo wall and topics
Collect content-preference and the relation chain data of user.
Member's module, it is provided that user registers, gets the functions such as integration, the main data collecting individual subscriber attribute.
Integration store module, it is provided that accumulated point exchanging is become the function of prize by user, the main number collecting individual subscriber attribute
According to.
Shops's module, it is provided that user preengages the function of service under line, the main personal attribute's data collecting user.
Store module, it is provided that the function of user's on-line purchase commodity, main collect the personal data of user, content-preference and
The data such as relation chain.
Content module, it is provided that brand names, the content of products & services, the main collection access record of user, content are inclined
The data such as good.
Customer service module, enterprise is supplied to the customer service window of user, the main content preference data collecting user.
Supplementary module, it is provided that the functions such as ballot, questionnaire, the main content preference data collecting user.
Three, data module:
By data modeling, such as set up crucial opinion leader (KOL) model, to SCRM systematic collection to data carry out
Analyze, excavate, obtain accurately user portrait, user draw a portrait contrast traditional crm system can be derived that interest preference, emotion,
Active time and power of influence etc..
Actual application in conjunction with SCRM system below illustrates.
First with this kind of APP of mass users colony and sharing function that has of such as wechat, microblogging as platform, pass through
Platform building SCRM system.Utilize cross-platform, the HTML5 technology of low threshold access, enterprise is needed the value expressed, such as interior
Hold, product or service by SCRM systems communicate to user.
By being then based on the HTML5 technology that low threshold accesses, for traditional CRM, user can pass through wechat, prop up
The super APP such as Fu Bao has access to each functional module of SCRM more quickly, is more beneficial for opening up the user number browsed, with
Shi Tigao access frequency and the time of staying.
By the community module of SCRM system, make between user and user formed a new social networks, by model,
The mode such as photo wall and topic, it is provided that the communication Shared space between user and user.The sharing mechanism of recycling social media,
SCRM system can by enterprise need express value be shared by user, formed fast propagation, substantially increase for
The coverage rate of user and stickiness.
User is when browsing each HTML5 page of SCRM simultaneously, and SCRM system can pass through statistics codes counting user
Basic data source, including user personal attribute, access record, content and relation chain.Wherein, personal attribute include sex,
Age, address etc..Access and record the page including user and accessing in the recent period, browsed content information etc..Content includes user
Hobby, content-preference etc..Relation chain includes the circle of friends of user, friend relation etc..
SCRM is analyzed statistics for data above, can describe user's portrait more accurately and user is stamped data
Label, downstream industry can push, to user, the content that he is liked according to data label, carry out precision marketing.
The announcement of book and teaching according to the above description, those skilled in the art in the invention can also be to above-mentioned embodiment party
Formula changes and revises.Therefore, the invention is not limited in detailed description of the invention disclosed and described above, to invention
A little modifications and changes should also be as falling in the scope of the claims of the present invention.Although additionally, this specification employing
Some specific terms, but these terms are merely for convenience of description, and the present invention does not constitute any restriction.
Claims (10)
1. a SCRM system based on social media, it is characterised in that: described system includes social media module, business function
Module and data module；Described social media module utilize have user group, the social media that has a sharing function is platform, logical
Cross platform building SCRM system, and in SCRM system, implant statistics codes, utilize cross-platform, the HTML5 skill of low threshold access
Art, needs the value expressed by described SCRM systems communicate to user enterprise；Described business function module is based on having use
The social media of family colony and the link of the SCRM system of HTML5 technological development, improve access frequency and the time of staying of user,
Thus obtain the data that user is recent, then by described SCRM system constructing community module, make to be formed between user and user one
Individual new social networks, the sharing mechanism of recycling social media, need the value expressed to be shared by user enterprise
Form fast propagation；Described data module, by the statistics codes implanted in described SCRM system, is added up described in each access
The basic data source of the user of SCRM system, and utilize described basic data source to depict user's portrait.
System the most according to claim 1, it is characterised in that: described business function module mainly includes HTML5 application mould
Block, community module, store module, shops's module.
System the most according to claim 1, it is characterised in that: described basic data source include personal attribute, behavior record,
Content and relation chain.
System the most according to claim 1, it is characterised in that: the value of described enterprise refers to content, product or service.
5. according to the system described in any one of claim 1-4, it is characterised in that: first with wechat or microblogging as platform,
By platform building SCRM system, utilize HTML5 technology, enterprise needs the value expressed by SCRM systems communicate to using
Family；
User has access to each functional module of SCRM by wechat or microblogging；
By the community module of described SCRM system, make between user and user formed a new social networks, by model,
Photo wall or the mode of topic, it is provided that the communication Shared space between user and user, the sharing mechanism of recycling social media,
Enterprise can be needed the value expressed to be shared by user by described SCRM system, forms fast propagation；
User is when browsing each HTML5 page of described SCRM system simultaneously, and described SCRM system can pass through statistics codes
The basic data source of counting user, including personal attribute, access record, content and the relation chain of user；
Described SCRM system is analyzed statistics for described basic data source, can describe user's portrait accurately and to user
Stamping data label, downstream industry can push, to user, the content that he is liked according to data label, carries out precision marketing.
6. the development approach of a SCRM system based on social media, it is characterised in that: described method comprises the steps:
A, utilize have user group, the social media that has a sharing function is platform；
B, by platform building SCRM system, and in described SCRM system implant statistics codes, utilize cross-platform access
HTML5 technology, needs the value expressed by described SCRM systems communicate to user enterprise；
C, the link of SCRM system based on the social media and HTML5 technological development having user group, improve the visit of user
Ask frequency and the time of staying, thus obtain the data that user is recent；
D, by described SCRM system constructing community module, make between user and user formed a new social networks, then profit
With the sharing mechanism of social media, enterprise can be needed the value expressed to be shared by user by described SCRM system, shape
Become fast propagation；
E, by SCRM system implant statistics codes, add up the basic data of the user of each access described SCRM system
Source, and utilize described basic data source to depict user's portrait.
Method the most according to claim 6, it is characterised in that: described enterprise needs the value expressed to include content, product
And service.
Method the most according to claim 6, it is characterised in that: described SCRM system includes business function module, described industry
Business functional module mainly includes HTML5 application module, community module, store module, shops's module.
Method the most according to claim 6, it is characterised in that: the described data in step c can be dynamic.
Method the most according to claim 6, it is characterised in that: described basic data source includes personal attribute, accesses note
Record, content and relation chain.
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| CN108846727A (en) * | 2018-06-14 | 2018-11-20 | 阳光易购（北京）科技有限公司 | The joint method for running and device of fresh seasonal vegetable |
| CN110737845A (en) * | 2019-10-15 | 2020-01-31 | 精硕科技（北京）股份有限公司 | method, computer storage medium and system for realizing information analysis |
| CN111914036A (en) * | 2020-06-29 | 2020-11-10 | 杭州利伊享数据科技有限公司 | Electronic business card capable of working synchronously |
| CN112579694A (en) * | 2019-09-29 | 2021-03-30 | 北京国双科技有限公司 | Digital resource processing method, device, storage medium and equipment |
| CN113343112A (en) * | 2021-06-30 | 2021-09-03 | 北京百易数字技术有限公司 | Customer relationship management method and system based on social media |
| CN113570390A (en) * | 2021-08-12 | 2021-10-29 | 杭州震旦科技有限公司 | Jewelry store after-sale management system and method based on Internet of things |
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| CN113570390A (en) * | 2021-08-12 | 2021-10-29 | 杭州震旦科技有限公司 | Jewelry store after-sale management system and method based on Internet of things |
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