Blog/Clienteling/WeCom Clienteling Strategy and Execution Service for China
Empower seamless client relationships and team collaboration with WeCom — unlocking data-driven engagement and boost remote and offline sales.
of RMB in Sales
of New Customers Weekly
Increase in Visibility
Clienteling is Different in China
Clienteling is the practice of tailoring brand experiences and connecting with customers on an individual level using data-driven insights.
In the West, while many clienteling tools have emerged in the market, most clienteling communication is still relying on common platforms that customers use to stay in touch, such as email, SMS, and WhatsApp.
In China, those channels do not work. Instead, clienteling lives on WeChat — the most popular messaging and social app locally. Sales Associates often use their personal WeChat accounts to engage clients, but this approach can lead to inconsistent brand experiences and decentralized data collection.
To truly succeed in China, brands need to leverage a dedicated clienteling solution built for the WeChat ecosystem — like WeCom.
WeCom is the Dedicated Clienteling Tool for China
WeCom (WeChat Work) is Tencent’s enterprise platform designed to streamline customer engagement and enhance internal collaboration.
With seamless interoperability between WeCom and WeChat, Sales Associates, Client Advisors, and Customer Service teams can use WeCom accounts to connect with clients’ WeChat accounts — ensuring efficient, secure, and personalized communication.
100% Data Collection & Holistic Profile View
With WeCom, all customer interactions and data are centrally captured and fully owned by the organization, enabling a complete, unified view of each client and eliminating the risk of client and data loss.
1-on-1 Engagement Personalization
WeCom enables Sales Associates to capture rich client insights and apply targeted tags based on observations, to ultimately deliver the right content and personalized service to each customer at the perfect moment — whether online or in-store.
Enhanced Marketing Visibility
With WeCom Moments, brands can reach up to 85% of their contacts—especially high-net-worth individuals and VIPs—significantly outperforming SMS and WeChat Official Accounts.
Systematized Transactions for Remote Sales
WeCom enables secure, transparent, and standardized transactions through integrated WeCom Pay — ensuring every order and payment is efficiently tracked from customer to company.
Compliant Integrations with Business Systems
With 200+ APIs, WeCom can connect to CRM, Social CRM, and CDP platforms (unifying customer profiles and ensuring secure and compliant data management), and integrating with global clienteling apps for worldwide client engagement.
Smooth Internal and Partner Collaboration
WeCom streamlines communication and coordination across teams and external partners, enabling efficient project management and seamless information sharing within a secure, unified platform.
How We Help
End-to-End Strategy Consulting & Technical Implementation
Leverage our dual expertise — from WeCom setup to clienteling strategy development, implementation, system integrations, tech development, training, and ongoing optimization.
China Data Compliance & Cross-Border Transfer Advisory
Keep your WeCom clienteling fully compliant with expert support on data security, privacy, and cross-border transfers — ensuring safe, seamless integration between WeCom and other local and global business systems.
Global Collaboration, Local Execution
Partner with ITC’s multilingual teams in China, Vietnam, and Singapore for smooth cross-border project execution and clear communication with both Chinese and global stakeholders.
By the end of 2025, ITC will have trained 6,000 WeCom Users
We deliver educational workshops for C-Levels, management, and staff — including Marketing, CRM, Retail, Store Managers, Sales Associates, Client Advisors, and Customer Service — ensuring everyone has the skills and knowledge to succeed in their roles.
Proven Process We Follow
1. Stakeholder Alignment & Requirement Analysis
Align your local and global HQ teams, along with internal and external stakeholders, through in-depth research and interviews that clarify objectives and chart both your existing digital environment and future strategic goals.
2. Customer Journey & System Audit
Assess your current digital and offline assets, internal strengths, and technology stack through expert evaluation and mystery shopper feedback — reviewing message delivery, customer experience, and integration readiness to build a strong base for future transformation.
3. WeCom Educational Workshop
Empower stakeholders with a clear understanding of WeCom’s capabilities and best practices through an expert-led workshop, fostering informed decisions and stronger project buy-in.
4. Data Architecture, Integration Planning, & Compliance
Design scalable data architecture and integrate your WeCom platform with CRM, CDP, Social CRM, and other core business systems to unify customer data, support seamless online and offline clienteling, and ensure full compliance with China’s PIPL requirements.
5. WeCom Clienteling Strategy Development
Craft a customer-focused WeCom clienteling strategy that turns business needs into actionable solutions — defining key use cases, KPIs, and best practices to align stakeholders and drive success throughout the customer journey.
6. WeCom Account Setup & Features Configuration
Set up your WeCom account and configure essential features — ensuring the platform is tailored to your business needs, fully integrated with your systems, and ready to support seamless client engagement and internal collaboration.
7. SOPs Development & WeCom Training
Develop clear standard operating procedures and deliver hands-on WeCom training to equip your teams with the knowledge and skills needed for consistent, effective client engagement and platform adoption.
8. Data Analysis, Reporting, & Continuous Optimization
Provide clear, actionable monthly performance reports tracking key WeCom KPIs against your business goals, using these insights to continuously optimize clienteling strategies and maximize your return on investment.
Additional: WeCom and Salesforce on Alibaba Cloud Integration
Enable seamless integration between WeCom and Salesforce on Alibaba Cloud to unify customer data, streamline workflows, and drive smarter engagement — fully compliant with China’s data regulations.
Additional: Localizing the Global Clienteling App for China
Leverage ITC’s WeCom Mini Program development framework to create a localized replica of your global clienteling app — fully integrated with WeCom and local systems — to ensure seamless data flow and a streamlined clienteling experience for the China market.
WeCom for B2C vs B2B Sectors
For B2C Enterprises
- Empower Sales Associates to build personal, high-touch relationships and drive store visits and remote sales through 1-on-1 clienteling.
- Centralize customer data and interactions for a seamless omnichannel experience, from online engagement to in-store service.
- Use tagging, segmentation, and automation to deliver timely, personalized offers and nurture loyalty among high-value customers.
For B2B Enterprises
- Facilitate relationship-driven sales cycles by enabling teams to manage leads, nurture prospects, and coordinate handovers.
- Support multi-stage, long-term engagement with key accounts, ensuring smooth collaboration between sales, marketing, and account management.
- Integrate WeCom with CRM and business systems to track interactions, maintain data integrity, and support compliant, efficient B2B operations.
Impact We Deliver
Elevating Luxury CRM Strategy in China with Salesforce on Alibaba Cloud
Discover how IT Consultis (ITC) empowered luxury retailers to elevate their CRM strategies in China by integrating Salesforce on Alibaba Cloud (SFOA) with WeCom, enabling compliant, personalized customer engagement and driving growth.
Scaling Luxury Clienteling in China with WeCom for OTB Group
Discover how OTB Group transformed luxury clienteling in China with WeCom, driving seamless customer engagement and boosting sales across Diesel, Marni, Maison Margiela, Jil Sander, and AMIRI
Localizing Hanarey’s China B2B Strategy with WeChat and WeCom
Discover how Hanarey’s digital transformation in China was accelerated through a bespoke B2B strategy using WeChat and WeCom, improving brand visibility, streamlining customer communication and enabling marketing automation.
Building Cross-Border B2B Partnerships with WeChat, WeCom, & Social CRM
Discover how foreign government agencies boost visibility and B2B client engagement in China through WeChat, Social CRM, & WeCom.
Nicolas Morineaux
Chief Executive Officer, China
GALERIES LAFAYETTE
“In just three months, we transformed Galeries Lafayette China into a modern, digitalized solution. This was possible thanks to ITC’s speed and efficiency. Looking beyond this initial phase of implementing WeCom clienteling, we’re excited about future possibilities. Our partnership with ITC has laid a strong foundation, and we are eager to explore opportunities beyond China’s borders.”
Thomas Portolano
AVP, Head of Digital Solutions, Products, and Client Experience, APAC
CHRISTIE’S
“Christie’s has built a strong partnership with ITC to support the rollout of WeCom in the organization. Their responsiveness and knowledge of the platform allowed us to build adoption and ownership among our stakeholders. We will have a busy year together in building the next set of features for our clients and internal team.”
Chelsea Ma
eCommerce & CRM Manager, APAC
MOSCHINO
“China’s nuances necessitate a different approach to customer engagement and communication. We were fortunate to partner with ITC during our digital transformation, which allowed us to leverage the right tools tailored to the Chinese market. This collaboration enabled us to effectively reach our audience and convey the true essence of Moschino in China.”
Lily Zhuang
Group Digital Marketing Manager
Dulwich College International
“ITC has been working closely with both our China and global teams to implement our Marketing Automation roadmap in China across multiple institutions under Education in Motion Global Group. They’ve brought integrity and subject matter expertise throughout the project. They are true experts in Social CRM and WeCom.”
