Comprehensive analysis of cross-border e-commerce fixed and dynamic customer group management

In the cross-border e-commerce industry, customer management is one of the key factors for merchants’ success. The management of customer groups can be divided into two main types: fixed customer groups and dynamic customer groups. This article takes an in-depth look at both of these customer segment management strategies.

Fixed customer group management

Fixed customer groups are customers independently selected by merchants in the customer pool of the customer. The number and scale of customers are fixed. These customers will not be updated as the customer group conditions change. Fixed customer group management is suitable for some stable customer groups, especially those high-end customers with high trust, large transaction volume, and long cooperation cycle.

In order to maintain a stable trading relationship with a fixed customer base, companies need to conduct regular customer return visits and respond to customer questions in a timely manner. This requires customer service personnel to have high basic qualities and business proficiency. Enterprises should develop personalized customer group management specifications to optimize customer service experience.

Segmentation method of fixed customer groups

The segmentation of fixed customer groups is usually carried out through the following three methods:

1. Customer value classification: Classify customers based on their unit price and transaction volume within a certain period of time. The unit price refers to the average purchase amount per buyer, while the transaction volume refers to the number of transactions. Enterprises can calculate the average customer price in the past year based on customers’ transaction behavior, and divide the standards based on product conditions to distinguish high-value and general-value customers.

2. Demographic Characteristics Classification: This method is a commonly used classification method in customer management, relying on dimensions such as age, gender, occupation, and ethnicity to segment customers.

3. Geographical area classification: Geographic characteristics are a key factor in classifying customer groups, involving dimensions such as country, region, place of birth and place of work, which help merchants understand the geographical distribution of customers and their specific need.

Dynamic customer group management

Dynamic customer groups are customer groups automatically generated and updated by the system based on set rules. For example, a merchant can set up a dynamic customer segment that specifically includes customers from a specific region, such as the United States. The system will automatically add new relevant customers added every day to this dynamic customer group.

Common types of dynamic customer groups include store interested customers, store loyal customers and store transaction customers. Merchants can click on the “Analytical Insights” function of dynamic customer groups to obtain information such as customer life cycle, access keyword rankings, and product access rankings, thereby identifying areas that need improvement.

In addition, dynamic customer analysis has a wider range of applications. For example, you can analyze the time between visits by repeat customers and the product categories between the two transactions for more effective targeted marketing. Merchants can also arbitrarily analyze the sources and search preferences of all customers within a certain customer group to achieve efficient marketing.

Through systematic management of fixed and dynamic customer groups, cross-border e-commerce merchants can better understand customer needs, optimize marketing strategies, and achieve sustained business growth.