In today’s fiercely competitive market environment, discussions around various marketing and sales strategies are ever-present:
– Google and Facebook ad costs are skyrocketing.
– Social media marketing is becoming less effective.
– Acquiring users on platforms like Facebook, TikTok, and WhatsApp is increasingly challenging.
As we observe, no matter the marketing acquisition method, it’s becoming more difficult. With traffic reaching bottlenecks, consumer downgrades, and reduced customer demand, incremental customers are becoming scarcer. Consequently, there are voices claiming that certain marketing methods are no longer effective.
However, experienced marketers understand that successful business marketing never relies on a single platform or method. It requires a multifaceted approach to achieve ideal results.
After serving numerous marketing and sales departments, we have discovered several truths. If you are a marketer, salesperson, or manager in an international business, these insights could be valuable to you.
1. Digital Marketing is a Multifaceted Approach
Not relying solely on one channel or form is an essential skill for every business marketer.
Customer needs and information are quite dispersed nowadays due to the open online and offline communication environment. Therefore, businesses need to approach marketing from various angles: online digital marketing (ad placements), content marketing (websites, social media platforms, niche forums), and event marketing (live streams, offline events and exhibitions).
A multifaceted marketing layout ensures that when potential customers come from all directions, the business can respond promptly and build connections.
This explains why different types of channels have both critics and advocates. Under multi-channel management, marketing effectiveness is influenced by brand, personnel, timing, location, reception forms, materials, and other factors. The results will vary from person to person. Businesses need to find the primary and secondary channels within their marketing mix and allocate resources accordingly.
Ultimately, the effectiveness of business marketing is determined by multiple factors and the synergy between different channels. Therefore, a combined marketing approach is a necessary skill for every business.
2. The Customer’s Location is the Battlefield
Business marketing must have a focus, and currently, that focus is centered around the customer.
Everyone shares one characteristic: being online, social, and digital. This means everyone is concentrated on social media platforms. Users almost universally use WhatsApp, Facebook, TikTok, and other social media platforms, making these platforms essential battlegrounds for marketing.
Social media platforms primarily thrive on content. Different businesses’ marketing investments and materials yield different results. As significant traffic hubs, social media platforms deserve serious investment from every business.
3. Retention Management for All Customers
Many lead generation methods are merely transitional; they gather customer traffic but cannot sustain subsequent communication and management. This is why all channels must implement customer retention management.
When customers are managed and followed up in one place, multiple values can be created:
1. Facilitates overall customer data and conversion effect statistics.
2. Enables seamless management from marketing to sales to after-sales.
3. Allows for immediate response to customer needs without scattered multi-channel contacts.
4. Provides a better customer experience through timely communication of needs.
Many businesses have already achieved centralized customer resource management through CRM systems. However, most CRM platforms still lack instant response capabilities via social tools, enabling customers to communicate with businesses using their everyday communication methods.
4. Combining Social Tools with CRM for Effective Customer Management
Retention based on social tools has the following characteristics:
– Online Presence: Customers are online; customer service and sales are online; business services can also be promoted online promptly.
– Timely Follow-up: All interactions and communications occur in real-time, saving time for both parties.
This has led to the emergence of Social CRM—a customer management system based on social media platforms that integrates online social communication with traditional CRM functions to meet both social communication and customer management needs.
5. The Value of WhatsApp-based Customer Management
SocialEpoch has developed a WhatsApp Social CRM product that integrates registration, account management, and group marketing services to form a valuable WhatsApp customer management service system.
For customers:
– Efficient Communication: Whether pre-sale inquiries, product discussions, or after-sales service, all communications can occur promptly within WhatsApp, providing an unparalleled smooth experience.
For businesses:
SocialEpoch’s WhatsApp-based customer management system offers specific values:
From a customer reach perspective:
– Marketing Automation: Personalized content marketing involves sending tailored messages to different customers in bulk.
– Quick Reply Templates: Design common questions and response templates for quick customer responses.
– Auto-reply: Set up keyword-based auto-replies for frequently asked questions to enhance customer experience.
– Translation Features: The system includes translation functions for automatic translation of customer information and responses.
– Intelligent Group Chat: Pre-design materials and scripts for automatic content pushing in groups at appropriate times.
– One-click Bulk Messaging: Send bulk messages to target customers efficiently using tags or imported data.
– Diversion Live Links: Use diversion live links for adding friends or joining groups to prevent account bans.
– Group Marketing: Provide batch group creation services and automatic group creation systems for efficient group setup.
From a customer management perspective:
– Customer Classification Management: Tag and annotate customers for targeted or bulk marketing.
– Group Classification Management: Classify and tag groups for efficient group management and marketing.
– Automated Group Management: Set up risk control keywords for automatic deletion or warnings in groups.
– Batch Import: Import customer data in bulk for mass connection building.
– Sensitive Word Monitoring: Monitor sensitive words to help manage sales and understand customer needs.
From a sales empowerment perspective:
– Multiple Account Login: Log into multiple WhatsApp accounts from one system to avoid high hardware costs.
– Chat Backup & Information Query: Automatically save chat information for future reference.
– Customer Data Masking: Mask customer data during daily sales communication for data security.
– AI Content Generation: Use AI to generate content and scripts efficiently.
– Account Data Recovery: Recover customer data from banned accounts to prevent data loss.
– Group Data Management: Manage group data and retain customers to enhance group marketing effectiveness.
– Work Data Analysis Reports: Generate work data reports based on sales follow-up situations to improve conversion skills.
From an enterprise management perspective:
– Account Management: Manage data for each WhatsApp account including inheritance and statistics.
– Employee Transition Management: Transfer or inherit customer data during employee transitions.
– Organizational Structure Management: Design management functions and permissions based on organizational structure.
– Enterprise Data Retention: Retain customer and key data as valuable digital assets.
– Customer Data Records: Record and analyze customer data from various channels.
– Account Registration Services: Provide account registration services to solve fundamental account issues.
By leveraging SocialEpoch’s WhatsApp Social CRM solutions, businesses can enhance their digital marketing efforts, streamline customer management processes, and ultimately drive growth in a competitive market landscape.
