Customer Relationship Management 2002 phần 2 potx

... visitors - number of customers “lost” = $22 0 cost per new customer Traditional Cost of Acquisition Actual Cost of Acquisition Figure 2- 2. Traditional versus actual cost of customer acquisition 5. ... guest relationships, Steve’s resort may never have the Customer Relationship Management Is Not an Option 7 Organizational Structure Policies Silo or Matrix Controls Customer Rela...

Ngày tải lên: 10/08/2014, 07:21

... loyal customers had left, were thinking about leaving, were already talking with the competition. Fighting Complacency: The “Seven-Year Itch” in Customer Relationships 10 Copyright © 20 02 by ... recommend you to potential new customers. Complacency Self-satis- faction, or smugness in the belief that your customers are your customers for life. Customer Relationship Management1 38...

Ngày tải lên: 10/08/2014, 07:21

... which become repeat customers. However, you seek to Customer Relationship Management2 4 Level 3 Customer Advocates Level 2 Repeat Customers Level 1 Initial Transactions Figure 2- 3. This Pyramid ... Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers (AMACOM Books). Customer Relationship Management3 4 Finally, Sonjia can look for ways to improve the cus...

Ngày tải lên: 10/08/2014, 07:21

... serving customers. These tactics cluster together because they are related by strategy—they are part of a common focus. Your job now is to name that strategy. Customer Relationship Management5 2 Deal ... rela- tionships. Key #1: Connect the relationships. Key #2: Don’t hold one relationship hostage to another. Key #3: Calculate the total value of the customer. ❏ Manage Level 3, c...

Ngày tải lên: 10/08/2014, 07:21

... ASP Industry Service-Level Agreements 7 Copyright © 20 02 by The McGraw-Hill Companies, Inc. Click here for terms of use. Customer Relationship Management7 4 levels and provide inventory control ... the customer relationship 5. At a pause in the relationship. Many businesses have times when a customer naturally falls from their active list, especially when the business has an...

Ngày tải lên: 10/08/2014, 07:21

... years E-Commerce: Customer Relationships on the Internet Copyright © 20 02 by The McGraw-Hill Companies, Inc. Click here for terms of use. Customer Relationship Management9 2 When you think you’ve defined the key performance ... provider and a customer. ❏ SLAs can help you ensure that everyone in your team is on board and contributing to your customer relationship man- age...

Ngày tải lên: 10/08/2014, 07:21

... Does the Future Hold? 1 12 9. Managing Relationships Through Conflict 115 Managing the Moment of Conflict 117 “But ‘Nice’ Never Bought Me a Customer 122 Customer Relationship Management Is an Early ... 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 Rela...

Ngày tải lên: 28/06/2014, 21:20

... (Hoboken, NJ: Wiley, 20 03)—it’s chock-full of information that is essential to any new manager. ? TEAM LinG - Live, Informative, Non-cost and Genuine ! THE ART AND SCIENCE OF MANAGEMENT 25 change fighter. ... ! 42 T HE M ANAGEMENT B IBLE chairman of the board about this great asset—all of these doctor- ates they had. And I said, “You know, there’s something very strange to me about th...

Ngày tải lên: 09/08/2014, 16:21

... 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