Comprehensive analysis of Alibaba International Station customer communication and customer marketing plans

Customer Channel of Alibaba International Station is an efficient CRM tool designed to help merchants improve customer management and operational efficiency. It establishes an effective bridge between merchants and customers and improves the work efficiency of enterprises. Customer Pass has multiple functions, including customer group management, potential assessment and precision marketing, etc., which can effectively shorten the customer conversion cycle and improve the conversion rate.

1. Basic functions of Customer Pass

1. Open customer channel
   First, merchants need to visit the Alibaba Customer Service website, click the “Open Now” button, register and log in with a personal Taobao account, and then enter the personal center to complete the merchant information. After successful activation, merchants can enter the customer portal through the “My Alibaba” backend.

2. Customer information modification
   Insert into the customer list, merchants can use the “Modify Customer Information” option to classify customers and easily search them by importance, follow-up status, country, business type and other dimensions. Customers can be divided into “inquiry customers”, “sample order customers”, “transaction customers”, “re-purchase customers”, and classified by source.

3. Customer Profile
   Establishing customer files is the first step in customer management. Customer sources mainly include on-site letter inquiry customers, Want Want inquiry customers and off-site customers. Merchants can create customer profiles through inquiry lists, adding customers, or manual entry, thereby reducing the risk of customer churn.

4. Customer Screening
   Merchants can use the “precise filtering” function to quickly find target customers and automatically synchronize marked customer follow-up records, effectively improving the merchant’s work efficiency.

5. Customer Intelligence Insights
   Customer Communication provides intelligent customer insight functions to improve customer conversion rates, formulate corresponding strategies by distinguishing different inquiry customers, and improve the effectiveness of customer reception.

2. Customer marketing strategy

1. Exchanging business cards
   Inquiry customers are the main source of customers for Alibaba International Station. Customer Pass can automatically add customers who communicate through Aliwangwang to the “customers to be added” list. Merchants can quickly add these customers to the customer list to avoid missing business opportunities.

2. EDM Marketing
   Each Alibaba account can send up to 2,000 EDM emails per day, of which the first 200 are free. Customer Communication will track the status of EDM marketing and update it in real time. The following points must be followed to effectively implement EDM marketing:

   • Adopt a batch sending strategy for contacts from different companies.
   • Use multiple email subjects to improve marketing effectiveness.
   • Check the health score of the email through the Xiaoman customer management system to ensure the quality of sending.
   • Monitor email delivery and opening status in real time based on marketing reports, and perform secondary sending.

   EDM marketing includes:

   • Set up EDM: purchase a domain name and perform certification, and configure email push.
   • Build customer groups: precise customer positioning and screening.
   • Design marketing templates: Set suitable marketing templates according to customer characteristics.
   • Create marketing campaigns: Set up and publish marketing campaigns, send EDM emails.

By integrating the above content, Alibaba International Station’s customer communication and marketing strategies provide merchants with precise customer management and efficient marketing methods to help improve performance and customer satisfaction.