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1.0 Implementation of Omni channel全渠道实施
The following seven Omni-channel steps can be implemented:可以执行以下七个全渠道步骤：
1.1 Create Buyer Persona创建买家角色
在所有参与业务的人中，客户是最重要的。顾客对企业的发展有很大的影响，即创造竞争优势，提供收入来源，提供学习和创新的机会，创造市场价值。因此，客户及其需求是企业生存的基础，是企业发展繁荣的媒介。潜在客户是指能够购买此类产品的个人或组织，这是因为购买了特定产品及其价值。因此，对一个潜在客户来说，有两个基本条件是必要的：一是购买商品或服务的个人或组织可以从他们购买的商品中获得利益或价值；二是，无论个人或组织销售商品的需求和欲望有多强，无论货物是否能给他们带来许多利益和价值，他们必须有能力购买货物或服务。Of all the people involved in the business, the customer is the most important. Customers have a great influence on the development of enterprises, which is to create competitive advantages, provide income streams, provide opportunities for learning and innovation, and create market value. Therefore, customers and their needs are the basis of enterprise survival and the medium of enterprise development and prosperity. A potential customer is a person or organization that is able to purchase such a product, both because of the purchase of a particular product and the value of it. So it is necessary to have two basic conditions for a potential customer: one is that individuals or organizations that purchase goods or services can derive benefit or value from the goods they purchase; Second, no matter how strong individual or organization to sell goods the needs and desires, and whether the goods can bring them much interest and value, they must have the ability to purchase the goods or services.
1.2 Have a Customer Centric View以客户为中心的观点
建立一个成功的企业价值最大化体系，离不开吸引能够长期购买的客户。当我们开始瞄准目标市场时，我们必须开始缩小销售目标的范围。我们正努力创造“好”客户，让他们一次又一次地与我们做生意。公司现在获得的大部分利润来自现有客户而不是潜在客户，他们将“货币投票”纳入我们的业务，因为他们信任我们业务的产品或服务。这种信任的维护是双向的，如果没有给予足够的关注，就专注于新客户的征服，老客户没有给予足够的关注，他们“愤怒”和“跳跃”也就不足为奇了。客户忠诚度通常遵循以下四个原则：
Building a successful enterprise value maximization system depends on attracting customers who can buy for a long time. When we start targeting the target market, we must begin to narrow the range of sales targets. We are trying to make "good" customers and make them do business with us again and again. Most of the profits that companies make now come from existing customers rather than potential consumers, and they put "currency votes" into our businesses because they trust the products or services of our businesses. The maintenance of this trust is a two-way street, if not give enough attention, focused on the conquest of new customers, old customers don't pay enough attention, they "anger" and "jump" it is no surprise. The following four principles are usually adhered to by customer loyalty:
1) to show our sincerity, to establish a loyal relationship with customers requires a process;
2) loyalty is a process, not a destination;
3) there is no permanent loyalty, we cannot buy the loyalty of customers, but can increase the loyalty of customers;
4) build customer loyalty and need interactive dialogue to achieve mutual benefit.
1.3 Reduce Response Time
Not all clients want to stay in touch with us. Investigation to verify, there is always some customers, their purchase decisions by price factors, only if the commodity price is lower than that of with us elsewhere, they will leave you at once. Of course, some customers are more concerned about the quality, value and service of the goods. In some cases, they would rather spend more money to avoid the hassles of shopping. Typically, customers can be divided into two types: transaction buyer and relationship buyer. So, let's figure out a couple of things:
1. What kind of customer are we?
2. How many customers are there? 3. How to allocate our resources? Of course, we also need to know the best and worst customers. The best customers are those who often smile at us, like our products or services, and enable us to do business. They are the repeat customers we want.
1.4 Spreading a Consistent Message
Good customers do this: 1. Let us do what we are good at; 2. Think that what we do is valuable and willing to buy; 3. By introducing new requirements to us, we can improve our skills or skills, increase knowledge, and make full use of resources; Bad clients, on the other hand, do this:
1. Let's do things that are bad or can't be done;
2. Distract our attention, change our direction, and break away from our strategy and plan;
3. Buy only a few products, which cost us far more than the income we might bring;
4. Require a lot of services and special attention, so that we can't focus on more valuable and profitable customers;
Although we have done our best, they are still not satisfied. If we summarize our customers, 80% of our revenue is generated by 20% of our customers, and 20% of our customers are our best customers. Obviously, we have more reason to be more satisfied with our products or services. Look at the other 80% of customers, we will find some clients who do they didn't have what use to me, can sometimes cause trouble to us, for example, their financial situation is bad, can't timely payment. Without these customers, we might be in a better position.
1.5 Training the Agents
To develop the customer, you must first understand the characteristics of the market competition status and the demand of consumer, learn, mining customers, integrate various marketing tools and channels, continuously contact with customers, to win customer's trust and with customers to establish long-term relations of cooperation. Usually the first step is to send a letter or sample to a prospective client. The second step is phone contact; The third step is to call in person. It is unrealistic to expect a nod when you contact a potential client for the first or second time. We just build relationships, and it takes time to develop relationships, and it takes time to talk to customers, to prove ourselves or to build customer loyalty.
Build dependency.
The methods to win customer trust are as follows:
First, strive for the familiarity and identity of potential customers. When potential customers often hear or receive letters or letters from our company and their products, they will probably assume that we are trustworthy.
Second, always prioritize customers' interests. With customers to establish relations important principle is: to give and not looking forward to get feedback immediately, when the company in a hurry for potential returns from the relationship with customers, the company strays from the original intention of building relationship with our customers, customer satisfaction would be affected by a lot of.
Third, help customers solve problems. You have to ask questions about the guest house. Because in the long run, only if the customer succeeds, he can keep buying our products. If the customer fails, it indicates that our product sales will be affected.
Get close to our customers.
Our belief in the success of our sales and our attitude to our work will determine whether or not we are able to sell effectively.
1.6 Measure the Performance
The performance could be measure by the sales figure.
First of all, we should grasp the key points. In order to show customers what we can do for them, we must cultivate our keen awareness of customer needs. Every product sold in the industry has some of the most important appeal to the customers, and following these key points to appeal, the result will be twice the result.
The main application scenarios of unified communication in the enterprise include three aspects: one is for internal communication, the other is for contacting customers, and the third is for contacting partners and suppliers. The goals to be achieved in these three communication scenarios are consistent, i.e., improving communication efficiency and reducing operating costs. Unified communication helps businesses reduce office access. The cost of the letter, the acceleration of information acquisition, thereby reducing the overall operation cost; Unified communication facilitates the communication between enterprises and customers, improves the conversion rate of sales, and improves customer satisfaction; Unified communications also facilitate communication between partners, enhance partnerships, reduce supply chain costs, and gain support from outside experts.
1.7 Integrate the Data
Provide system information service.
By providing information about our company and related activities on a regular basis, we can strengthen our contact with customers. To help customers understand our products and companies, and thus be attracted by the products or services we provide.
1) publish monthly periodical of the company, report on the latest market trends and information useful to customers.#p#分页标题#e#
2) our company issues letters to our customers, giving us two or four pages of valuable knowledge, and we can also introduce special offers or special activities.
3) take advantage of the sound and image effects of video tapes to introduce new knowledge, such as high value-added technology knowledge, in this trendy way.
4) prepare the latest audio tape or MP3 for the hurry and the customers who spend a lot of time on the bus.
Advanced cloud technology system
The advantages of cloud computing are fully reflected in cloud communication: resource elasticity expansion, rapid deployment, exemption of maintenance, high system stability, and so on. Unified communications by the sheer force of cloud computing to the expansion of business and business innovation ability, the latest collection, such as social media technology in a video meeting, to help people at any time, any place through any tools to communicate. The integration of unified communication in the cloud also helps the terminal achieve "thin body," and people can communicate with each other through a terminal.( LOGOFATU et.,al, 2017).
Reference
Ho, S. M., Booth, C., & Ocasio-Velázquez, M. (2017). Trust or consequences? Causal effects of perceived risk and subjective norms on cloud technology adoption. Computers & Security, 70581-595. doi:10.1016/j.cose.2017.08.004
LOGOFATU, B. l., LOGOFATU, M. m., VISAN, M. a., & BURDESCU, D. b. (2017). TEACHING AND LEARNING WITH CLOUD TECHNOLOGIES - DDLUB BEST PRACTICES. Elearning & Software For Education, 1439-446. doi:10.12753/2066-026X-17-065
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