The Sephora-OCheng Case Study How Intelligent CRMs Boost Sales and Followers Executive Summary In 2016, WeChat had 800 million daily users, and 215 million of those users used their WeChat accounts to buy products and services. Unlike traditional e-commerce, e-commerce on WeChat has a different focus: as opposed to traditional transactions, sales on WeChat are driven by social interactions and individual conversations. WeChat is one of the most powerful social e-commerce platforms in the world, but international brands struggle to navigate this new channel in China. Given Sephora’s large customer base, the company initially found it difficult to establish such a personal relationship with each of its customers. OCheng, a social CRM startup, offers an end-to-end soluti

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