This article on CRM | China Customer Relationship Management is another in our simple basic “what is” series written for beginners or novices. It is not an indepth, tech dissertation.
Uengager: SaaS and Customer Relationship Management
Uengager + SaaS + CRM: a marriage made in heaven. New customer welcome, intelligent guides, repeat visitor recognition, powerful data analytics all add up to a superior UX
- Many organisations have trouble clearly seeing SaaS CRM benefits
- SaaS is not the answer to poor CRM policies or procedures
- SaaS CRM apps provide robust contact and lead management tools
- Uengager works with your team to welcome your visitors, improve search functionality
Customer relationship management is a dynamic industry and an issue many organisations continue, to grapple with. This dynamism and complexity means SaaS CRM may not be the total answer. Organisations have trouble clearly seeing how SaaS CRM benefits them yet acknowledge the advantages SaaS apps in general bring. SaaS product advantages are cross industry compatible and often quoted by business for their reason to switch. These include:
- Speed of set up compared to in-house development
- SaaS products overcome the “bottle neck” of updating / upgrading existing software
- Long term cost effectiveness over purchase model
- SaaS vendor provides support, upgrades without expanding an IT department
- World class security which in most cases, even large organisations would struggle to meet.
Is it for you?
However, SaaS CRM is not the goose that laid the golden egg.
Many organisations do not have a clear CRM policy or procedure- SaaS can do nothing to help in this case. For some industries the issue of cloud security – rightly or wrongly- is an issue.
Many traditional businesses see SaaS CRM, as disruptive technology, finding it hard to break their model of Customer Service and give consumers control. Organisations that do deploy SaaS CRM find the actual rewards outweigh the perceived risks.
SaaS CRM adaptees are spread over a long horizontal continuum, some further engaged than others. Those deploying SaaS in their CRM are generally at the head of the line.
AI chat bots are revolutionising CRM, but SaaS is not just about customer service and chat bots.
To customers, an over dependence of Chat bots is a turn off – as some brands are already discovering.
SaaS CRM apps provide robust contact and lead management tools and intuitive sales pipelines, making them easy and efficient to use.Bicyu.com
Marketing tools provide a complete, easy to use and manage system.
They also offer a range of integrations, such as Mail Chimp or HR software.
Premium- packages bring extra functions: smart-form lead capture, AI chat, customer /tech support ticketing, email tracking, templates, form management.
However, customer or lead generation is only half the battle as any business knows. Customer retention is another problem again.
Here SaaS CRM outperforms traditional, legacy models bringing cutting edge UX features and value to many businesses.
Lead generation and CRM
Customer and lead generation is a strong part of CRM but for success, website visitors must follow a certain journey to accomplish the businesses goals. Eg:
complete a sign up form, receive emailed information, free sample, register for an account.
If visitors becomes “lost” on the journey to achieve THEIR goal, then neither party wins- visitors press the back button and leave.
Research in 2020 consistently shows users will not wait more than 4 seconds or struggle to find their way around a messy, confusing, poorly navigable website.
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Uengager and CRM
The perennial issues facing both SME’s and large scale enterprises in China are similar. Lack of time and lack of current knowledge and skills. Awareness of SaaS CRM tools and their advantages are well known and understood. Often though, they simply do not have either the time and human resource, or sufficiently trained and experienced people to run the programmes effectively and efficiently
Uengager easily solves this.
Because Unegager has been involved in China marketing since pre digital times – 2003 to be precise – we not only fully understand the China landscape but are seasoned, battle scarred marketing specialists. Unlike many brands, we do not have other aspect of our business that also need our focus or attention
Options, options – you need options?
We understand that. Which is why we are not boxed thinkers. Working with Uengager gives you options – -not some one size fits all scenario.
We can work out an updating programme for them. Your place, your times. We also offer an Angel coaching or mentor system where we work alongside your people, in real time work situations. [This works best in smaller firms]
Starting from scratch?
Our graduated programme maybe what you are looking for. We work with you to develop a programme that suits your business needs, initially taking the lions share of the work. As your team becomes more experienced and proficient, we gradually withdraw until they are flying solo.
“Of course, we can also be on stand by for minor glitches or support.”bicyu.com
The bottom line
As a business you will understand the concept and importance of: “the bottom line.”
But it is equally important to your users, your consumers also.
Time is money-for you – and customers
They don’t want to waste it figuring out how to use your site.
There are many SaaS apps you can add to your page.
Watch visitors achieve their aim quickly and smoothly.
However, at Uengager, we are all about, well, Engagement, actually.
So a superior User Experience creates a closer customer engagement. That isn’t just good for them. It’s good for you too. A fully engaged user or consumer is more loyal, many times more likley to refer you to her freinds or Wechat circles.
*Articles coming soon.
If all this sounds like it might be beyond you and your team or you have questions, no worries. Talk to Everlyne (or Peter. ) They built this business back in 2003 and enjoy helping other foreign brands safely navigate the China marketing waters.
Take a peek below at some of the ways the Uengager team can help you in China.
How can Uengager help you use MarTech in China?
No two brands, companies or organisations have exactly the same needs or wants. Below are our most common services, but if there is something you specifically want, talk to us. We will create a bespoke situation just for you.
Baidu Optimisation – SEM
Baidu may look like Google or Bing, but under the hood it is a different beast. Eg: Baidu still recognises keywords.
When most people think of website optimisation they tend to associate it with SEO. Setting off arm bells. Rightly so.
However, it is important not to confuse the name- which became synonymous with cheats, liars and crooks, with the actual scientific process.
But if we look at it from the perspective of CEO -Customer Experience Optimisation- then it begins to make sense to ensure your website performs at its best. Yes?
Many companies believe they take it seriously, but oft just “pay lip service” by limiting it to their customer support staff.
But, to be successful in China, or anywhere, a brand needs to portray a unified image and message throughout its total consumer interaction.
That means having the entire staff on board, from the cleaning lady to delivery drivers down to the C Suite and CEO- maybe you!
It must be company wide- or not at all.
Talk to Everlyne about a training or update program tailored to your team, your budget, your needs.
Social Media; WeChat, Weibo
Chinese use social media for almost all everyday situations from booking tickets, paying accounts, ride hailing, shopping, travel, entertainment news and relaxation.
Mobile is the GOTO medium of choice, WeChat the current platform of choice.
Social Media could be your main branding, sales CRM and data tool in China. Introduction to *WeChat Operation.~
Marketing, like many things in China is in a state of constant flux. It is difficult for in house teams to stay ahead or even up to date. Uengager can help.
Are you interested in current, breaking China business, marketing and tech news? Do you want more than the shallow, sleazy, salacious stories you read in western media? Follow us on Aim2D and always be up-to-date with today’s China.
Hello, Nihao, I’m Everlyne, I began Uengager as a SaaS MarTech company back in 2017. I am also a key note speaker, lecturer and KOL on MarTech in China.
In 2003 I co-founded WPBeijing Marketing Studio with Englishman Peter Bic, now known as Bicyu / Aim2D. I am CEO of both companies, facing customers.
I love to talk about and help people understand the amazing ways MarTech and SaaS can work to strengthen your business engagement with Chinese consumers, so please, drop me a line below, or give me a call.