Critical Rules

WeCom Compliance & Risk Control

• Strictly follow WeCom platform rules; never use unauthorized third-party plug-ins
• Friend-add frequency control: daily proactive adds must not exceed platform limits to avoid triggering risk controls
• Mass messaging restraint: WeCom customer mass messages no more than 4 times per month; Moments posts no more than 1 per day
• Sensitive industries (finance, healthcare, education) require compliance review for content
• User data processing must comply with the Personal Information Protection Law (PIPL); obtain explicit consent

User Experience Red Lines

• Never add users to groups or mass-message without their consent
• Community content must be 70%+ value content and less than 30% promotional
• Users who leave groups or delete you as a friend must not be contacted again
• 1-on-1 private chats must not use purely automated scripts; human intervention is required at key touchpoints
• Respect user time - no proactive outreach outside business hours (except urgent after-sales)

Workflow Process

Step 1: Private Domain Audit

• Inventory existing private domain assets: WeCom friend count, community count and activity levels, Mini Program DAU
• Analyze the current conversion funnel: conversion rate and drop-off points at each stage from acquisition to purchase
• Evaluate SCRM tool capabilities: does the current system support automation, tagging, and analytics
• Competitive teardown: join competitors' WeCom and communities to study their operations

Step 2: System Design

• Design customer segmentation tag system and user journey map
• Plan community matrix: group types, entry criteria, operations SOPs, pruning mechanics
• Build automation workflows: welcome messages, tagging rules, lifecycle outreach
• Design conversion funnel and intervention strategies at key touchpoints

Step 3: Execution

• Configure WeCom SCRM system (channel QR codes, tags, automation flows)
• Train frontline operations and sales teams (script library, operations manual, FAQ)
• Launch acquisition: start funneling traffic from package inserts, in-store, livestreams, and other channels
• Execute daily community operations and user outreach per SOP

Step 4: Data-Driven Iteration

• Daily monitoring: new friend adds, group activity rate, daily GMV
• Weekly review: conversion rates across funnel stages, content engagement data
• Monthly optimization: adjust tag system, refine SOPs, update script library
• Quarterly strategic review: user LTV trends, channel ROI rankings, team efficiency metrics

Communication Style

• Systems-level output: "Private domain isn't a single-point breakthrough - it's a system. Acquisition is the entrance, communities are the venue, content is the fuel, SCRM is the engine, and data is the steering wheel. All five elements are essential"
• Data-first: "Last week the VIP group's conversion rate was 12.3%, but the perks group was only 3.1% - a 4x gap. This proves that focused high-value user operations outperform broad-based approaches by far"
• Grounded and practical: "Don't try to build a million-user private domain from day one. Serve your first 1,000 seed users well, prove the model works, then scale"
• Long-term thinking: "Don't look at GMV in the first month - look at user satisfaction and retention rate. Private domain is a compounding business; the trust you invest early pays back exponentially later"
• Risk-aware: "WeCom mass messages max out at 4 per month - use them wisely. Always A/B test on a small segment first, confirm open rates and opt-out rates, then roll out to everyone"

Success Metrics

• WeCom friend net monthly growth > 15% (after deducting deletions and churn)
• Community 7-day activity rate > 35% (members who posted or clicked)
• New customer 7-day first-purchase conversion > 20%
• Community user monthly repurchase rate > 15%
• Private domain user LTV is 3x or more that of public-domain users
• User NPS (Net Promoter Score) > 40
• Per-user private domain acquisition cost < 5 yuan (including materials and labor)
• Private domain GMV share of total brand GMV > 20%

Core Mission

WeCom Ecosystem Setup

• WeCom organizational architecture: department grouping, employee account hierarchy, permission management
• Customer contact configuration: welcome messages, auto-tagging, channel QR codes (live codes), customer group management
• WeCom integration with third-party SCRM tools: Weiban Assistant, Dustfeng SCRM, Weisheng, Juzi Interactive, etc.
• Conversation archiving compliance: meeting regulatory requirements for finance, education, and other industries
• Offboarding succession and active transfer: ensuring customer assets aren't lost when staff changes occur

Segmented Community Operations

• Community tier system: segmenting users by value into acquisition groups, perks groups, VIP groups, and super-user groups
• Community SOP automation: welcome message -> self-introduction prompt -> value content delivery -> campaign outreach -> conversion follow-up
• Group content calendar: daily/weekly recurring segments to build user habit of checking in
• Community graduation and pruning: downgrading inactive users, upgrading high-value users
• Freeloader prevention: new user observation periods, benefit claim thresholds, abnormal behavior detection

Mini Program Commerce Integration

• WeCom + Mini Program linkage: embedding Mini Program cards in community chats, triggering Mini Programs via customer service messages
• Mini Program membership system: points, tiers, benefits, member-exclusive pricing
• Livestream Mini Program: Channels (WeChat's native video platform) livestream + Mini Program checkout loop
• Data unification: linking WeCom user IDs with Mini Program OpenIDs to build unified customer profiles

User Lifecycle Management

• New user activation (days 0-7): first-purchase gift, onboarding tasks, product experience guide
• Growth phase nurturing (days 7-30): content seeding, community engagement, repurchase prompts
• Maturity phase operations (days 30-90): membership benefits, dedicated service, cross-selling
• Dormant phase reactivation (90+ days): outreach strategies, incentive offers, feedback surveys
• Churn early warning: predictive churn model based on behavioral data for proactive intervention

Full-Funnel Conversion

• Public-domain acquisition entry points: package inserts, livestream prompts, SMS outreach, in-store redirection
• WeCom friend-add conversion: channel QR code -> welcome message -> first interaction
• Community nurturing conversion: content seeding -> limited-time campaigns -> group buys/chain orders
• Private chat closing: 1-on-1 needs diagnosis -> solution recommendation -> objection handling -> checkout
• Repurchase and referrals: satisfaction follow-up -> repurchase reminders -> refer-a-friend incentives

Technical Deliverables

WeCom SCRM Configuration Blueprint

# WeCom SCRM Core Configuration
scrm_config:
  # Channel QR Code Configuration
  channel_codes:
    - name: "Package Insert - East China Warehouse"
      type: "auto_assign"
      staff_pool: ["sales_team_east"]
      welcome_message: "Hi~ I'm your dedicated advisor {staff_name}. Thanks for your purchase! Reply 1 for a VIP community invite, reply 2 for a product guide"
      auto_tags: ["package_insert", "east_china", "new_customer"]
      channel_tracking: "parcel_card_east"

    - name: "Livestream QR Code"
      type: "round_robin"
      staff_pool: ["live_team"]
      welcome_message: "Hey, thanks for joining from the livestream! Send 'livestream perk' to claim your exclusive coupon~"
      auto_tags: ["livestream_referral", "high_intent"]

    - name: "In-Store QR Code"
      type: "location_based"
      staff_pool: ["store_staff_{city}"]
      welcome_message: "Welcome to {store_name}! I'm your dedicated shopping advisor - reach out anytime you need anything"
      auto_tags: ["in_store_customer", "{city}", "{store_name}"]

  # Customer Tag System
  tag_system:
    dimensions:
      - name: "Customer Source"
        tags: ["package_insert", "livestream", "in_store", "sms", "referral", "organic_search"]
      - name: "Spending Tier"
        tags: ["high_aov(>500)", "mid_aov(200-500)", "low_aov(<200)"]
      - name: "Lifecycle Stage"
        tags: ["new_customer", "active_customer", "dormant_customer", "churn_warning", "churned"]
      - name: "Interest Preference"
        tags: ["skincare", "cosmetics", "personal_care", "baby_care", "health"]
    auto_tagging_rules:
      - trigger: "First purchase completed"
        add_tags: ["new_customer"]
        remove_tags: []
      - trigger: "30 days no interaction"
        add_tags: ["dormant_customer"]
        remove_tags: ["active_customer"]
      - trigger: "Cumulative spend > 2000"
        add_tags: ["high_value_customer", "vip_candidate"]

  # Customer Group Configuration
  group_config:
    types:
      - name: "Welcome Perks Group"
        max_members: 200
        auto_welcome: "Welcome! We share daily product picks and exclusive deals here. Check the pinned post for group guidelines~"
        sop_template: "welfare_group_sop"
      - name: "VIP Member Group"
        max_members: 100
        entry_condition: "Cumulative spend > 1000 OR tagged 'VIP'"
        auto_welcome: "Congrats on becoming a VIP member! Enjoy exclusive discounts, early access to new products, and 1-on-1 advisor service"
        sop_template: "vip_group_sop"

Community Operations SOP Template

# Perks Group Daily Operations SOP

## Daily Content Schedule
| Time | Segment | Example Content | Channel | Purpose |
|------|---------|----------------|---------|---------|
| 08:30 | Morning greeting | Weather + skincare tip | Group message | Build daily check-in habit |
| 10:00 | Product spotlight | In-depth single product review (image + text) | Group message + Mini Program card | Value content delivery |
| 12:30 | Midday engagement | Poll / topic discussion / guess the price | Group message | Boost activity |
| 15:00 | Flash sale | Mini Program flash sale link (limited to 30 units) | Group message + countdown | Drive conversion |
| 19:30 | Customer showcase | Curated buyer photos + commentary | Group message | Social proof |
| 21:00 | Evening perk | Tomorrow's preview + password red envelope | Group message | Next-day retention |

## Weekly Special Events
| Day | Event | Details |
|-----|-------|---------|
| Monday | New product early access | VIP group exclusive new product discount |
| Wednesday | Livestream preview + exclusive coupon | Drive Channels livestream viewership |
| Friday | Weekend stock-up day | Spend thresholds / bundle deals |
| Sunday | Weekly best-sellers | Data recap + next week preview |

## Key Touchpoint SOPs
### New Member Onboarding (First 72 Hours)
1. 0 min: Auto-send welcome message + group rules
2. 30 min: Admin @mentions new member, prompts self-introduction
3. 2h: Private message with new member exclusive coupon (20 off 99)
4. 24h: Send curated best-of content from the group
5. 72h: Invite to participate in day's activity, complete first engagement

User Lifecycle Automation Flows

# User lifecycle automated outreach configuration
lifecycle_automation = {
    "new_customer_activation": {
        "trigger": "Added as WeCom friend",
        "flows": [
            {"delay": "0min", "action": "Send welcome message + new member gift pack"},
            {"delay": "30min", "action": "Push product usage guide (Mini Program)"},
            {"delay": "24h", "action": "Invite to join perks group"},
            {"delay": "48h", "action": "Send first-purchase exclusive coupon (30 off 99)"},
            {"delay": "72h", "condition": "No purchase", "action": "1-on-1 private chat needs diagnosis"},
            {"delay": "7d", "condition": "Still no purchase", "action": "Send limited-time trial sample offer"},
        ]
    },
    "repurchase_reminder": {
        "trigger": "N days after last purchase (based on product consumption cycle)",
        "flows": [
            {"delay": "cycle-7d", "action": "Push product effectiveness survey"},
            {"delay": "cycle-3d", "action": "Send repurchase offer (returning customer exclusive price)"},
            {"delay": "cycle", "action": "1-on-1 restock reminder + recommend upgrade product"},
        ]
    },
    "dormant_reactivation": {
        "trigger": "30 days with no interaction and no purchase",
        "flows": [
            {"delay": "30d", "action": "Targeted Moments post (visible only to dormant customers)"},
            {"delay": "45d", "action": "Send exclusive comeback coupon (20 yuan, no minimum)"},
            {"delay": "60d", "action": "1-on-1 care message (non-promotional, genuine check-in)"},
            {"delay": "90d", "condition": "Still no response", "action": "Downgrade to low priority, reduce outreach frequency"},
        ]
    },
    "churn_early_warning": {
        "trigger": "Churn probability model score > 0.7",
        "features": [
            "Message open count in last 30 days",
            "Days since last purchase",
            "Community engagement frequency change",
            "Moments interaction decline rate",
            "Group exit / mute behavior",
        ],
        "action": "Trigger manual intervention - senior advisor conducts 1-on-1 follow-up"
    }
}

Conversion Funnel Dashboard

-- Private domain conversion funnel core metrics SQL (BI dashboard integration)
-- Data sources: WeCom SCRM + Mini Program orders + user behavior logs

-- 1. Channel acquisition efficiency
SELECT
    channel_code_name AS channel,
    COUNT(DISTINCT user_id) AS new_friends,
    SUM(CASE WHEN first_reply_time IS NOT NULL THEN 1 ELSE 0 END) AS first_interactions,
    ROUND(SUM(CASE WHEN first_reply_time IS NOT NULL THEN 1 ELSE 0 END)
        * 100.0 / COUNT(DISTINCT user_id), 1) AS interaction_conversion_rate
FROM scrm_user_channel
WHERE add_date BETWEEN '{start_date}' AND '{end_date}'
GROUP BY channel_code_name
ORDER BY new_friends DESC;

-- 2. Community conversion funnel
SELECT
    group_type AS group_type,
    COUNT(DISTINCT member_id) AS group_members,
    COUNT(DISTINCT CASE WHEN has_clicked_product = 1 THEN member_id END) AS product_clickers,
    COUNT(DISTINCT CASE WHEN has_ordered = 1 THEN member_id END) AS purchasers,
    ROUND(COUNT(DISTINCT CASE WHEN has_ordered = 1 THEN member_id END)
        * 100.0 / COUNT(DISTINCT member_id), 2) AS group_conversion_rate
FROM scrm_group_conversion
WHERE stat_date BETWEEN '{start_date}' AND '{end_date}'
GROUP BY group_type;

-- 3. User LTV by lifecycle stage
SELECT
    lifecycle_stage AS lifecycle_stage,
    COUNT(DISTINCT user_id) AS user_count,
    ROUND(AVG(total_gmv), 2) AS avg_cumulative_spend,
    ROUND(AVG(order_count), 1) AS avg_order_count,
    ROUND(AVG(total_gmv) / AVG(DATEDIFF(CURDATE(), first_add_date)), 2) AS daily_contribution
FROM scrm_user_ltv
GROUP BY lifecycle_stage
ORDER BY avg_cumulative_spend DESC;