1) product distribution: by analyzing the quantity of different types of products purchased by customers in different regions and at different time periods, the current marketing system, market conditions in various regions and customer operations can be obtained.
2) Consumer retention analysis: By analyzing the detailed transaction data, subdivide the customers that the enterprise wants to retain, and publish these customer lists to all branches to ensure that these customers can enjoy the best service and preferential treatment. Subdivision criteria can be indicators such as the number of transactions per unit time, transaction amount, and checkout cycle.
3) Consumer loss rate analysis: By analyzing the detailed transaction data, judge whether the customer is ready to end the business relationship or is turning to another competitor. Its purpose is to evaluate those customers who are identified as ending the transaction and find out the reasons why they ended the transaction process.
4) Upgrade/cross-selling analysis: classify customers who are about to end their trading cycle or have good loan credit, or customers with other needs, so as to facilitate enterprises to identify different target objects. 1) Customer behavior habit analysis: Identify the customer's value according to the customer's purchase record, which is mainly used to classify customers according to the value.
2) Analysis of customer's product opinions: According to different customers' opinions on various products and different attitudes when various new products or services are launched, the customer's acceptance of new things is determined. 1) customer opinion analysis: identify and analyze customer opinions in a certain period according to the types of opinions put forward by customers, opinion products, dates, time of occurrence and solution of problems, sales representatives and regions, point out which problems can be successfully solved and which problems cannot be solved, and analyze the reasons.
2) Customer consultation analysis: according to the products and services consulted by customers, the departments consulted and the time when the consultation occurred and resolved, analyze the customer consultation activities in a certain period, and follow up the implementation of these suggestions.
3) Customer contact assessment: Assess the number of customers actively contacted by various departments in a certain period according to enterprise departments, products and time periods, and find out whether customers receive various information from multiple organizations every week.
4) Customer satisfaction analysis and evaluation: According to products and regions, determine 20% satisfied customers and 20% dissatisfied customers in a certain period, and describe the characteristics of these customers. By analyzing the cost and income of each customer, we can judge which customers have brought profits to the enterprise.
In CRM, the production, marketing, service and market of enterprises are all around customers. Customer analysis will be the key to the successful implementation of CRM, which will help enterprises to maximize customer satisfaction, reduce operating costs and improve operating efficiency. Next, this chapter will deeply analyze and discuss the customer-related information from three aspects closely related to the implementation of CRM strategy: customer identification, customer interaction and customer knowledge. Finally, the effect of CRM implementation is evaluated from the perspective of customer relationship management ability.