Customer Pass of Alibaba International Station is a professional CRM tool that helps merchants improve customer management and operational efficiency. It builds a bridge between merchants and customer management and improves business efficiency. Customer Pass improves merchant follow-up efficiency by refining customer operations, shortening customer conversion cycles and improving customer conversion rates. It can also automatically save communication records, which can not only improve customer service quality, but also simplify and improve work efficiency. Customer Pass provides functions such as customer group management, customer potential assessment, and customer precision marketing to help merchants improve customer operation efficiency. Next, we will introduce the basic functions of Customer Pass, such as opening, modifying customer information, customer screening, and intelligent customer insight.
1. Open Customer Pass
Go to the Alibaba Customer Pass website https://alicrm.alibaba.com/, click the “Open Now” button, then register and log in (personal Taobao account can be used) and enter the personal center to complete the merchant information.
After opening Customer Pass, enter the My Alibaba background, click the menu “Customer Management” command, and you can enter the Customer Pass entry page.
2. Customer information modification
Enter the customer list and click the “Modify customer information” option in the customer list. You can classify customers according to the dimensions of importance, follow-up status, country, business type, purchase category, creation/remark time, etc., to facilitate customer search, as shown in the customer information editing of the customer channel. According to the customer stage, customers can be divided into “inquiry customers” and “sample order customers”.
“Transaction customers” and “Repeat purchase customers”: According to the customer source, customers can be divided into Alibaba, offline exhibitions, search engine exchange platforms, e-commerce platforms, etc. It should be noted that “Customer Channel” can not only be used to manage customers within Alibaba International Station, but also is an independent CRM system that can be used to manage customers of the entire company.
3. Customer file creation
Creating files for customers is the first step in realizing customer management. Customer channel customers are generally divided into three sources: in-station inquiry customers, Wangwang inquiry customers, and off-station customers.
(1) Customers who make inquiries on the website can add customers through the inquiry list and inquiry. After adding customers to the customer pass, customer loss caused by the establishment of complex customer files can be further reduced, eliminating the need to manually enter visitor information.
(2) For customers who make inquiries on Wangwang, you can click “Customer” → “Add as my customer” command to add them to the customer pass.
(3) For customers outside Alibaba, you need to manually enter and establish a customer file.
4. Customer screening
Click the “Accurate screening” command on the customer list page to accurately screen customers and quickly find target customers. In addition, the customer pass can automatically synchronize the follow-up records of customers marked by merchants.
5. Customer intelligent insight
The customer pass can also conduct intelligent customer insight to improve conversion rate. For example, different response strategies can be adopted for customers who make inquiries for the second time and customers who make inquiries for the first time. If the salesperson who receives the customer’s second inquiry changes, it is impossible to identify it manually, but using Customer Pass can quickly and accurately distinguish them, making customer reception more efficient.