There are three steps to profile customers: obtaining basic customer data, conducting customer research, and forming customer profiles after analyzing insights. Merchants can use cross-border e-commerce platforms, their own databases, and other methods to collect customer information. Different industries have different dimensions of customer profile information. Customer profiles can be divided into personal customer profiles for cross-border e-commerce B2C transactions and corporate customer profiles for cross-border e-commerce B2B transactions according to transaction modes.
Cross-border e-commerce B2C personal customer profiles generally include six dimensions: basic customer information, website behavior information, content preference information, transaction information, evaluation feedback information, and social sharing information.
The information dimensions of cross-border e-commerce B2B customer profiles are: basic enterprise information, enterprise contact information, transaction information, website behavior information, and content preference information.
Basic customer information, website behavior information, and content preference information are dimensions that both B2C and B2B transactions have. Compared with B2C transactions that focus on customer evaluation and social feedback, B2B transactions will pay more attention to the customer’s purchasing potential. After obtaining customer information, it is necessary to analyze and mine the data based on statistical data. Combined with customer interviews, summarize consumption scenarios and customer interests, demands, and pain points, and analyze customer interests and demand levels. Combined with actual customer data and emotional descriptions, generate customer insights and ultimately form a portrait. Customer portraits will become clearer from fuzzy as merchants deepen their understanding of customers, making data labels thicker.
In the Alibaba International Station backend, the main sources of customer information are the data steward module, customer management module, and business opportunity communication module, including customer portraits and customer details in the data steward module, customer lists and customer analysis in the customer management module, and customer information in the business opportunity communication module.