Customer relationship management

... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships. Let’s ... 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...

Ngày tải lên: 23/10/2013, 05:15

... provider 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 Management9 8 ❏ An ... your staff members know the importance of managing every customer complaint? Customer Relationship Management1 18 Value the Customer When a customer service representa...

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

... về Quản lý Quan hệ Khách hàng ZohoCRM là một giải pháp Quản lý Quan hệ Khách hàng (Customer Relationship Management - CRM) hoàn hảo cho hệ thống tổ chức bán hàng của bạn, bao gồm các công cụ

Ngày tải lên: 09/12/2013, 21:15

... 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 hệ với ... do công ty bạn sản xuất có đáp ứng tố...

Ngày tải lên: 14/12/2013, 19:15

... .02 .05 0.0 1.0 0.0 .93 .48 T 3 = • 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...

Ngày tải lên: 22/12/2013, 14:16

... the brand that the customer bought last www.drvkumar.com Copyright Dr. V. Kumar, 2005 Strategic Customer Based Value Metrics • RFM • Past Customer Value • LTV Metrics • Customer Equity www.drvkumar.com ... 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...

Ngày tải lên: 22/12/2013, 14:16

... provider 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 Management9 8 ❏ An ... your staff members know the importance of managing every customer complaint? Customer Relationship Management1 18 Value the Customer When a customer service representa...

Ngày tải lên: 23/12/2013, 05:17

... specific customer Knowledge and Process Management RESEARCH ARTICLE KM Technology in Customer Relationship Management 13 what-if analysis before reaching a meaningful con- clusion. For example, a customer ... What future knowledge management users may expect. Journal of Knowledge Management 3(2): 155–166. Winer RS. 2001. A framework for customer relationship management. Ca...

Ngày tải lên: 24/01/2014, 00:20