Advantages and disadvantages of customer classification management in JD.COM. Computer output microfilm

1. Advantages: clear hierarchy and clear division of labor. JD.COM Mall clearly divided all levels, and listed the specific application conditions and preferential details, which paved the way for further customer relationship management, such as effective communication and customer satisfaction. Communicate with key customers. JD.COM Mall has arranged for company executives to provide regular communication services for members with double diamonds and above, and customer service specialists will pay regular visits for consultation and enjoy VIP telephone hotline service. It can be seen that JD.COM Mall has had some communication and emotional exchanges with key customers, which has strengthened the contact between the two sides.

2. Disadvantages: preferential treatment for members is not attractive. Many of the benefits listed in the grade description are only general and not specific enough, and have not brought substantial benefits to customers. In addition, many benefits are not designed based on customers' demands and are unattractive, which makes the membership system unable to stimulate customers' desire to upgrade. The application conditions of the grade are unreasonable. The annual consumption of JD.COM Mall, a membership system for individual users, has reached 6,543,800 yuan, which is undoubtedly astronomical for individual customers. This kind of application has high conditions, but the treatment is not attractive. Gravity membership system, it is difficult to retain customers, let alone effectively encourage customers to increase consumption upgrades.