Customer Relationship Management 2002 phần 9 potx

... lessons, you can use the power of customer relationship management to keep your customers as your customers. And you can even expand those relation- ships and encourage customers to use more of your ... 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 Managemen...

Ngày tải lên: 10/08/2014, 07:21

... 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 Relationship Management ... 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...

Ngày tải lên: 10/08/2014, 07:21

... Off Answers: Solving Customer Nightmares and Soothing Nightmare Customers (AMACOM Books). Customer Relationship Management3 4 Finally, Sonjia can look for ways to improve the customer experience ... transactions, only a few of which become repeat customers. However, you seek to Customer Relationship Management2 4 Level 3 Customer Advocates Level 2 Repeat Customers Level 1 Init...

Ngày tải lên: 10/08/2014, 07:21

... for 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 ... ideal for your customers in this market. ❏ Identify current right practices and opportunities for improvement. Ask these three questions: What isn’t hap- Customer Relationship M...

Ngày tải lên: 10/08/2014, 07:21

... 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 Hourglass Customer Service/ ... wielded by customers to get per- formance. Remember our definition of customer relationship manage- ment: a comprehensive approach for creating, maintaining, and expandi...

Ngày tải lên: 10/08/2014, 07:21

... for www.suite101.com, “E- commerce: All About Customer Relationship Management (April 1, 199 9), said, “The epitome of online service is to respond to customers in a consistent and high-quality manner ... and a customer. ❏ SLAs can help you ensure that everyone in your team is on board and contributing to your customer relationship man- agement strategy. Customer Relationship...

Ngày tải lên: 10/08/2014, 07:21

... Effective SLAs 87 Creating an SLA 90 Using SLAs to Support Internal Customer Relationships 95 Making SLAs Work 97 8. E-Commerce: Customer Relationships on the Internet 99 CRM on the Internet 101 Choosing ... 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 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

... and towards their customers. Customer Relationship Management ("CRM") is about knowing your customers, and using that information to create greater value for your customers and for ... to improve customer relationships. A solid customer relationship management (CRM) system will inevitably lead your employees to engage more deeply and more consistently with your cust...

Ngày tải lên: 03/07/2014, 14:20