How to use big data for customer relationship management

In recent years, "big data" has been fired very hot, if you pay attention to observe, will find that all walks of life around us are talking about "big data". What exactly is big data? So far, there is no clear definition that has been widely adopted. However, generally speaking, big data has the following four characteristics: first, the volume of data is huge, the amount of computation; second, the data source is diverse, including a variety of types of data; third, the density of data value is low, but the overall value of the precious; fourth, the data collection, processing, sharing, analyzing the speed of the requirements of fast. There are many classic examples of enterprises using big data for customer relationship management, such as pizza stores, which, when customers ask for seafood pizza, suggest a smaller vegetable pizza that better meets the customer's needs based on the customer's physical examination records, borrowed books, and family situation, etc.; Walmart, based on data mining, found that the connection between diapers and beer is that when the wife asks the gentleman to buy diapers, the gentleman will treat himself to two beers. Among them, it is not difficult to find out that the most important aspect of using big data to manage customer relationship is the statistical analysis of data. With the help of customer relationship management system to do data analysis, can help you real-time data processing, predictive analysis, guidance for the next step, so that enterprises to understand customer needs, identify and utilize business opportunities, improve the quality of products and services, improve the quality of decision-making and speed, faster and more accurate to win the customer's "heart". But to use big data for customer relationship management, must do the following aspects: 1, the establishment of a comprehensive, accurate mass data. Simple understanding of the customer's name, contact information and address is far from enough, that is only the basis for understanding the customer. If the enterprise itself does not understand which are new customers, which are old customers, customers have purchased what goods, to participate in what activities organized by the enterprise and so on know nothing, then the implementation of customer relationship management work is doomed to failure at the end of the 2, refinement of management. Enterprises should be every aspect of business management are refined management, such as with the help of CRM will be specific to the event of each task, each piece of work are implemented in the end, each problem in a timely manner to check that each data are analyzed thoroughly, each customer is served to the home, the enterprise will grow in such details. 3, data mining. Analyze the data is to establish a more guided strategic action, mining more valuable information. Through the CRM system to mine the data information, companies can be used to improve product quality, improve service efficiency, develop new products to meet market demand, do more to meet the needs of the region, the crowd's marketing activities, and so on.

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