主流crm軟件廠商技術指標調查報告-i(已修改)
2025-06-12 11:05 本頁面
【正文】 Build Collaborative Relationships that Deliver Value February 13, 20xx Atlanta, Geia, USA Bob Thompson CEO, CustomerThink Corporation Founder, Competing for Scarce Customers Supply Demand Time Scarce Products Scarce Customers “ Be distinct or be extinct” Tom Peters “ It’s incredibly arrogant for a pany to believe it can deliver the same sort of product that its rivals do and actually do better for very long. That’s especially true today, when the flow of information and capital is incredibly fast.” Michael Porter Fast Company Product Leadership Operational Excellence Customer Intimacy CRM Great Relationships = Differentiation Loyalty Leaders Grow Faster, Spend Less Ave rage Loy al t yLeader100%85%050100150200250%Costs Ave rage Loy al t yLeader100%220%050100150200250%Growth Source: Reichheld CRM is Not New…Or is It? The true business of every pany is to make and keep customers.” Peter Drucker “ CRM = being so obsessed with your customer’s satisfaction that you change the way you do business.” Dr. Jon Anton CRM Confusion! ? 360degree view of the customer ? Improving quality of customer interaction ? New software tools and technologies ? Getting right data to right employee ? Shift from product to customer orientation ? Buzzword and management fad! Source: META Group/IMT Strategies “ CRM means creating mutual wins with customers and all pany stakeholders.” Bob Thompson “ CRM is 90% half mental” Yogi Berra, CRM Consultant Customers Define a Great Relationship
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