CN113343112A - Customer relationship management method and system based on social media - Google Patents
Customer relationship management method and system based on social media Download PDFInfo
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- CN113343112A CN113343112A CN202110744637.1A CN202110744637A CN113343112A CN 113343112 A CN113343112 A CN 113343112A CN 202110744637 A CN202110744637 A CN 202110744637A CN 113343112 A CN113343112 A CN 113343112A
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Abstract
The invention provides a customer relationship management method and a customer relationship management system based on social media. The method comprises the following steps: establishing social activities by a social media background, and configuring basic information of the social activities; after the user associates the social activity, the social media foreground receives the interactive information submitted by the user; and the social media background performs client relationship management according to the interactive information submitted by the user. The customer relationship management method and system based on the social media can be used for carrying out mobile phone and personalized analysis on behavior data of fans by combining different scenes, so that customer relationship management is carried out.
Description
Technical Field
The invention relates to the technical field of network communication, in particular to a customer relationship management method and system based on social media.
Background
Most WeChat public service platforms in the market at present only have some basic functions, such as self-defined reply, self-defined menu, fan management and the like. Fans and other service data are rarely associated for some personalized user analysis. Therefore, the invention upgrades the basic module and carries out personalized analysis on the public number vermicelli by combining the modes of activity management, registration and the like.
Disclosure of Invention
The technical problem to be solved by the invention is to provide a customer relationship management method and system based on social media, which can perform mobile phone and personalized analysis on behavior data of fans by combining different scenes, so as to perform customer relationship management.
In order to solve the technical problem, the invention provides a customer relationship management method based on social media, which comprises the following steps: establishing social activities by a social media background, and configuring basic information of the social activities; after the user associates the social activity, the social media foreground receives the interactive information submitted by the user; and the social media background performs client relationship management according to the interactive information submitted by the user.
In some embodiments, the social media backend performs customer relationship management according to the interaction information submitted by the user, including: the social media background carries out statistical analysis on the interaction information; and performing customer relationship management based on the statistical analysis result.
In some embodiments, the social media backend performs statistical analysis on the interaction information, including: and performing two-dimensional code scanning statistics, registration statistics, source statistics and message click statistics on the registration information.
In some embodiments, the social media backend performs the client relationship management according to the interaction information submitted by the user, and further includes: and carrying out statistical analysis on the activity participation of the user.
In some embodiments, the social media backend creates social activities and configures underlying information for the social activities, including: the social media background creates social activities; configuring activity basic information of social activities by a social media background; configuring an individualized registration form of social activities by a social media background, wherein the individualized registration form is a form used when a user registers an entry; configuring tag attributes and self-defined template messages in a social media background; the social media backend generates an activity-specific two-dimensional code of the social activity.
In some embodiments, the user-associated social activity comprises: the user pays attention to the public number associated with the social activity by scanning the activity-specific two-dimensional code.
In some embodiments, the social media foreground receives interaction information submitted by a user, including: pushing an activity exclusive template message by a social media background; the social media background receives registration information submitted by a user through an activity exclusive template; the social media backend pushes activity information to the user.
In addition, the invention also provides a customer relationship management system based on social media, which comprises: the social media foreground is used for receiving the interactive information submitted by the user after the user associates the social activity; and the social media background is used for creating social activities, configuring basic information of the social activities and managing the client relationship according to the interactive information submitted by the user.
After adopting such design, the invention has at least the following advantages:
by the invention, each activity or meeting can be flexibly managed, data collection from public number drainage to activity registration can be realized, and user preference can be visually analyzed, so that accurate client management can be carried out.
Drawings
The foregoing is only an overview of the technical solutions of the present invention, and in order to make the technical solutions of the present invention more clearly understood, the present invention is further described in detail below with reference to the accompanying drawings and the detailed description.
FIG. 1 is a flow chart of the present invention;
fig. 2 is a functional architecture diagram of the system.
Detailed Description
The preferred embodiments of the present invention will be described in conjunction with the accompanying drawings, and it will be understood that they are described herein for the purpose of illustration and explanation and not limitation.
Most WeChat public service platforms in the market at present only have some basic functions, such as self-defined reply, self-defined menu, fan management and the like. Fans and other service data are rarely associated for some personalized user analysis. Therefore, the invention upgrades the basic module and carries out personalized analysis on the public number vermicelli by combining the modes of activity management, registration and the like.
The invention mainly solves the problem that the mobile phone and personalized analysis are carried out on the behavior data of the vermicelli by combining different scenes in the WeChat public number, thereby carrying out the customer relationship management. For example, company a has two-line online activities, and wants to see how many fans are brought by the two activities, which people have made entries, and which people have made operations during the activities. The present invention can be used for collection and analysis for this scenario. The invention has personalized activity management configuration, can generate a customized entry form after configuring the activity, can flexibly configure the information field comprising the entry, can generate a dedicated channel two-dimensional code of the activity, can receive a personalized template message after a user scans the code and pays attention to the public number, performs the activity entry, and can push the content related to the activity to the user after the entry is finished, such as an activity address and the like. In the whole process, the background can automatically print the label of the activity for the user, automatically count the source of the registration, the condition of participating in the activity, the click rate of the message and the like. The invention needs to be used by combining with part of basic function modules, such as template information, channel two-dimensional codes, vermicelli management and the like. The basic functional module is shown in detail in figure 2.
The invention comprises the following steps:
1. a system background: the system background is used for configuring basic information and data records of each module, and comprises the following steps:
a) active configuration: the method comprises the following steps of activity name, activity type, activity place, activity related picture, label participating in the activity, activity starting and ending time, activity introduction, two-dimensional code generation, code scanning sent message and registration sent message.
b) And (3) registration form configuration: different form fields are configured for different activities, including but not limited to name, mailbox, cell phone number, company name, industry, etc.
c) Recording data: including but not limited to recording two-dimensional code scan data, user form data, recording message click data, etc.
2. The system foreground: the system foreground is used for providing users with the use, and comprises:
a) a user scans the two-dimensional code to pay attention to the public number, the system automatically marks the label and pushes the message which is configured in the background and needs to be sent by scanning the code, and the inside of the message is mostly registered and linked.
b) After the user fills in and submits the registration form, the system automatically marks the label and automatically pushes the message which is configured by the background and needs to be sent after registration.
The effect is as follows: by the invention, each activity or meeting can be flexibly managed, data collection from public number drainage to activity registration can be realized, and user preference can be visually analyzed, so that accurate client management can be carried out.
FIG. 1: fig. 1 is a flowchart of the present invention, including basic information configuration of the background: such as activity information configuration, form information configuration, label configuration, two-dimension code generation, two-dimension code scanning data record, registration statistics, source statistics and message click statistics. User use flow of foreground: if the user scans the code, pays attention to the public number, marks the label, pushes the registration link and pushes the activity information.
FIG. 2: and the second diagram is a functional architecture diagram of the system, which is divided into a basic function and an enhanced function.
The basic functions include: automatic reply, keyword reply, default reply, self-defined menu, channel two-dimension code, template message, vermicelli management, material library, history message, data statistics and the like.
The enhanced functions include: user behavior (including but not limited to attention behavior monitoring, tag management, etc.), real-name authentication module (real registration module for activity registration, etc.), activity management module (key function module of the present invention).
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the present invention in any way, and it will be apparent to those skilled in the art that the above description of the present invention can be applied to various modifications, equivalent variations or modifications without departing from the spirit and scope of the present invention.
Claims (8)
1. A customer relationship management method based on social media is characterized by comprising the following steps:
establishing social activities by a social media background, and configuring basic information of the social activities;
after the user associates the social activity, the social media foreground receives the interactive information submitted by the user;
and the social media background performs client relationship management according to the interactive information submitted by the user.
2. The method for managing the customer relationship based on the social media as claimed in claim 1, wherein the customer relationship management is performed by the social media background according to the interactive information submitted by the user, and the method comprises the following steps:
the social media background carries out statistical analysis on the interaction information;
and performing customer relationship management based on the statistical analysis result.
3. The social media-based customer relationship management method of claim 2, wherein the social media backend performs statistical analysis on the interaction information, and comprises:
and performing two-dimensional code scanning statistics, registration statistics, source statistics and message click statistics on the registration information.
4. The social media-based customer relationship management method according to claim 2, wherein the social media backend performs customer relationship management according to the interaction information submitted by the user, further comprising:
and carrying out statistical analysis on the activity participation of the user.
5. The social media-based customer relationship management method according to claim 1, wherein the social media background creates social activities and configures basic information of the social activities, including:
the social media background creates social activities;
configuring activity basic information of social activities by a social media background;
configuring an individualized registration form of social activities by a social media background, wherein the individualized registration form is a form used when a user registers an entry;
configuring tag attributes and self-defined template messages in a social media background;
the social media backend generates an activity-specific two-dimensional code of the social activity.
6. The social media-based customer relationship management method of claim 5, wherein the user-associated social activity comprises:
the user pays attention to the public number associated with the social activity by scanning the activity-specific two-dimensional code.
7. The social media-based customer relationship management method of claim 1, wherein the receiving of the interaction information submitted by the user by the social media foreground comprises:
pushing an activity exclusive template message by a social media background;
the social media background receives registration information submitted by a user through an activity exclusive template;
the social media backend pushes activity information to the user.
8. A social media-based customer relationship management system, comprising:
the social media foreground is used for receiving the interactive information submitted by the user after the user associates the social activity; and
and the social media background is used for creating social activities, configuring basic information of the social activities and managing the client relationship according to the interactive information submitted by the user.
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| CN202110744637.1A CN113343112A (en) | 2021-06-30 | 2021-06-30 | Customer relationship management method and system based on social media |
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Application publication date: 20210903 |