How to use CRM for effective customer segmentation

The purpose of customer segmentation is to find high-value customers and maintain them effectively. According to this idea, customer segmentation can be divided into the following steps:

1, customer characteristics segmentation

With the help of CRM, the characteristics of existing customers or potential customers can be sorted out and analyzed. This information is multidimensional, including basic information (static information) such as name, gender, age, contact information, address, occupation and customer number. In addition, enterprises can add custom fields according to their own needs, constantly improve customer data in the process of development and maintenance, form a basic understanding of customers, and then carry out targeted development and maintenance.

2. Customer value segmentation

CRM can record customers' consumption records in detail. Open Wukong CRM, you can see the customer's order time, the type, quantity, price and detailed order frequency of the purchased products. According to these data, enterprises can get the value of customers, which customers consume in batches at one time, which customers consume continuously and which customers have never consumed. Combined with the consumption amount and frequency, customers can be divided into value ranges: high-value customers, low-value customers and intermediate customers. Enterprises can provide different services for different customer groups with different values.

3. Detailed analysis of customer needs

Each section of Wukong CRM is independent and integrated with each other, and enterprises can do cross-data analysis as needed. According to the consulting records, communication follow-up records, order records, payment records and contract records in CRM, enterprises can get the demand and purchase rules of target customers and customer groups: what products customers need, what products customers buy, when and how often ... so as to get the demand status of customers and whether the demand is met.

4, targeted promotion and maintenance

After a detailed division of customers, targeted maintenance will begin.

First of all, customers can be divided into high-value customers, intermediate customers and low-value customer groups according to the consumption amount of users; Then according to the customer's purchase situation, the product with the largest purchase cycle and demand is obtained; Finally, the basic characteristics of customers with different value intervals and different purchase cycles are analyzed.

According to the analysis results, enterprises can clearly see the value and structure of their customers and can carry out targeted development and maintenance; At the same time, we can also get the characteristics of high-value customers and intermediate customers, and find customer resources according to these characteristics, thus improving the conversion rate.

For enterprises, only by effectively identifying customer value, responding with the fastest speed and providing targeted differentiated services can we retain customers to the greatest extent, fully tap customer value and create more profits. Therefore, effective customer segmentation with the help of CRM is an important choice for enterprises to maintain customers and improve profits.