New technology drives customer relations management

Full customer lifecycle management

The value of data helps companies understand customer needs and changes thereof, which continuously guides business transformation. However, the huge amount of consumer contact points means that customers will be attracted to other products and brands after entering the traffic pool, thus enterprises are continually at risk of losing their customers. According to a recent survey, customer satisfaction does not necessarily mean loyalty; 65–85% of satisfied customers will nevertheless turn to other brands, and it takes 3–5 purchases to develop customer loyalty. Therefore, customer lifecycle management is of great significance to enterprises.

Enterprises that want to use services as a tool to win customer trust and build long-term customer relationships need to understand the life cycle position of customers, and carry out targeted marketing in conjunction with building customer portraits.

Different from the traditional linear business logic, and instead through a unified platform, customers in different stages are connected by a network based on closed-loop architecture. This structure makes sure the customer experience runs through all the scenarios where there is contact with the customer, and as a result the marketing effect is exponentially improved.

Tiger Yang also uses peer-to-peer and end-to-end stories to explain how new technologies can optimize customer journeys and enhance customer experience to maximize customer lifetime value and ultimately achieve data assetization.

So the enterprises are in anambivalent era of both uncertainty and certainty. The so-called uncertainty means that the enterprise’s living environment is complex and diverse, the world becomes random and historical experience is not useful. The so-called certainty is that technology and crowd-intelligence make the world more transparent, facilitate demand and allow an open market. The control is more precise. In an environment that is both a crisis and an opportunity, what companies need to do is use new technologies to activate the value of their data ​​and give customers more certain and valuable experiences in an uncertain era.

Kind regards,

APEX Team

APEX Network