Xiaomi Implemented Customer Service †Free Samples to Students

Question: Discuss about the Xiaomi Implemented Customer Service. Answer: Introduction: Xiaomi has had successful remarkable milestones as the gadget maker in the technology industry. The Xiaomi success is attributable to its robust Customer Relationship (CRM) strategies(Olivier, 2015). One of the company goals is to focus on innovating quality products to meet the ever-changing preferences of the target markets. Xiaomi CRM strategy can be discussed based on the following aspects The Xiaomis CRM strategy is largely rooted on its online platform. The company interacts with its customers on Chinese social platforms. Recently, the company has established an active mobile community known as MiTalk(Olivier, 2015). The mobile community enables the users of the Xiaomi gadget to share their experiences. The platform facilitates effective management of the company interactions and relationships with customers well as potential customers. Through its digital operations, Xiaomi has created a Weibo account for each product range. This approach allows the company to collect useful information from their customers concerning their different product ranges(Millward, 2014). The online platform is the major link between Xiaomi and its customers(Olivier, 2015). The industry analysts have termed Xiaomi as a faceless company that is making enormous profits more than the mobile manufactures that have been in the industry for years. Xiaomi has integrated a WeChat in addition to its online platform to facilitate the interaction between the company and customers. The WeChat platform enables the company to set keywords and canned responses. Customers use the keywords such as "repair" and "restart" to get connected the appropriate customer representatives(Tolmao, 2016). Xiaomi is well recognized as the organization that is built on CRM strategy to facilitate customer interaction(Olivier, 2015). The online marketing strategies adopted by the company has labeled it as a digital marketing company. Through the strategy, the company has surpassed global companies such as Apple and Samsung to become the largest smartphone manufacturer in China. The Xiaomi CRM strategy is based on the app store to introduce its products to the global audience(Amazon Web Services, Inc., 2016). The app store has facilitated rapid delivery of services to the customers. To keep effective communication interactions with customers, Xiaomi has focused on upgrading its customer relationship management. For example, the company has created information inquiry platform that caters for the complaints and suggestions collections ( 95Teleweb Information Co., Ltd, 2017). Xiaomi CRM strategy has been effective in facilitating the customer interactions and communication. This has helped the company to make many of its sales through digital marketing. The Xiaomi CRM strategy enables the company to avail its products online(Firoze, 2015). The technique avails the company products to different customers across the world. Xiaomi Business-Customer Relationship Characteristics Xiaomi business success has been linked to its philosophy of "Be friends with our fans." Through the observance of this approach, the company has become a leading smartphone vendor in the Chinese market(Wang, 2014). Xiaomi attitude towards customers has been the key reason behind this prosperity. The Xiaomi-customer relationship can be linked to the following characteristics; Xiaomi has adopted different social platforms and techniques to engage with fans. Through social media strategy, the company has turned over 11 million users media followers into loyal customers. Besides, the approach provides customers with detailed information about their brands as well as providing channels where customers can raise their complaints(Wang, 2014). The application of CRM strategy, has enabled Xiaomi to improve its customer experience. For example, the customer relationship management employed by the company has made it easier to segment its customer needs appropriately, track their needs accurately and interact will all customers in a meaningful manner. As a result, the company has benefited from increased sales, higher customer satisfaction and retention(Tolmao, 2016). The Xiaomi CRM strategy has been in the line of the customers' change behavior in the Chinese market. In the past years, Chinese customers have increasingly opted for quality products at higher prices. Besides, they show a great appreciation on online shopping and reliance on social media to obtain product information(Tian, 2013). The Xiaomi CRM strategy is in line with this trend and therefore, positively influencing customer behavior on online shopping. Based on the Xiaomi online marketing strategy and social platform interactions it is well elaborated that its CRM strategy is a unique one. For example, the Xiaomi WeChat platform has enabled the company to listen to its customers more appropriately than before(Tolmao, 2016). This enables the company to attend to their customers' complaints without delay as well as having easy access to customers' feedback on their brands. There is a lot trust among the customers on the Xiaomi brands. This attributable to the company's dominance in online sales as well its ability to engage their customers through the different online platform and social media sites. The company has used this trust to control major smartphone markets in China and India(Firoze, 2015). References 95TELEWEB INFORMATION CO., LTD. (2017, March 26). Xiaomi Introduction. Retrieved from 95TELEWEB INFORMATION CO., LTD: https://www.95teleweb.com/en/case/case01/ Amazon Web Services, Inc. (2016, June 2). AWS Case Study: Xiaomi. Retrieved from Amazon Web Services, Inc.: https://aws.amazon.com/solutions/case-studies/xiaomi/ Firoze. (2015, March 30). Xiaomi Teams with The Mobile Store' to Sell MI 4, REDMI NOTE 4G: REPORT. Retrieved from Gizmeon Technologies Pvt Ltd: https://www.gizmeon.com/xiaomi-teams-up-with-the-mobile-store-to-sell-mi-4-redmi-note-4g-report/ Millward, S. (2014, November 4). These ten ingredients are the recipe for Xiaomi's secret sauce. Retrieved from TechinAsia: https://www.techinasia.com/10-strategies-xiaomi-secret-sauce Olivier. (2015, March 3). XIAOMI tripled its Sales in 2014! Retrieved from XIAOMI.COM: https://www.marketingtochina.com/xiaomi-has-tripled-its-sales-in-2014/ Tian, W. (2013, August 22). Consumer behavior is changing. Retrieved from China Daily Information Co: https://usa.chinadaily.com.cn/business/2013-08/22/content_16912823.htm Tolman. (2016, January 1). Why Xiaomi Implemented Customer Service via WeChat. Retrieved from Tolmao: https://www.tolmaogroup.com/why-xiaomi-implemented-customer-service-via-wechat/ Wang, X. (2014, December 17). Social Marketing Boosts The Worlds No. 3 Smartphone Giant, Xiaomi. Retrieved from Forrester Research, Inc.: https://go.forrester.com/blogs/14-12-17-social_marketing_boosts_the_worlds_no_3_smartphone_giant_xiaomi/