Customer Relationship Management 2002 potx

... external customers. Do you have systems that make some customers feel less important? Contents Preface vii 1. Customer Relationship Management Is Not an Option 1 Customer Relationship Management ... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding custo...

Ngày tải lên: 28/06/2014, 21:20

... quá nhiều người cho rằng • Customer Relationship Management is a business strategy to require and retain the Most valuable Customer relationships. CRM requires a customer- centric business philosophy ... effective marketing, sales and services processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadersh...

Ngày tải lên: 24/03/2014, 21:21

... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships. Let’s ... Management2 CRM A comprehensive approach for creating, maintaining and expanding customer relationships. Contents Preface vii 1. Customer Relationship Management Is Not an...

Ngày tải lên: 23/10/2013, 05:15

... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships. Let’s ... 153 Contentsvi Copyright © 2002 by The McGraw-Hill Companies, Inc. Click here for terms of use. Contents Preface vii 1. Customer Relationship Management Is Not an Option 1...

Ngày tải lên: 26/10/2013, 16:15

... CHAPTER 1: THEORICAL FRAMEWORK 1.1 The definition of customer relationship management (CRM): 1.1.1 Definition of customer relationship management: There is no universal explanation of what ... solution to the need for unified customer data, information and intelligence. So, the effective way to keep customer in the long term is customer relationship management (CRM...

Ngày tải lên: 26/11/2013, 20:57

Ngày tải lên: 09/12/2013, 21:15

... việc với khách hàng nào, khách hàng là đối tác Quản trị mối quan hệ với khách hàng (Customer relationship management - CRM) Công ty bạn đã sử dụng CRM chưa? Nếu bạn đã từng mua sản phẩm ... việc trên đều được thực hiện tự động nhờ hệ thống Quản trị mối quan hệ với khách hàng (Customer relationship management - CRM). Xu hướng sử dụng CRM để tạo dựng và duy trì các mối liên h...

Ngày tải lên: 14/12/2013, 19:15

... understand NPV calculations. • Computation of Customer Profitability • Past Customer Value of a customer Where i = number representing the customer, r = applicable discount rate n = number ... LTV = lifetime value of an individual customer i in $, S = Sales to customer i, DC = direct cost of products purchased by customer i, MC = marketing cost of customer i t T 1t ititit...

Ngày tải lên: 22/12/2013, 14:16

... Computers per customer per period B Share of category requirement for ABC computers per customer per period B/A Customer 1 100 20 .20 Customer 2 1000 200 .20 Customer 3 1000 500 .25 Customer ... 2005 RFM Method 1 • Example: – Customer base: 400,000 customers – Sample size: 40,000 customers – Firm’s marketing mailer campaign: $150 discount coupon – Response rate: 808 custome...

Ngày tải lên: 22/12/2013, 14:16

... all.” Customer Relationship Management1 4 Avoiding Customer Ire Ask your staff if there are any CRM questions that cause customer ire. For example, we’ve stood behind more than one retail customer ... collected. Customer Relationship Management1 2 Working Together for CRM At the Consumer Product Call Center, the market research group wanted to add a short customer survey to...

Ngày tải lên: 23/12/2013, 05:17