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【正文】 Creating a Culture of Customer CareH1F0 34Candidate Name:Grade and Class: Content Introduction 2 Expectation of internal and external customer 2 Internal Customers 2 External customer 3 Establishment and maintenance of customer relationship 4 What is the customer relationship management 4 The benefits of CRM 4 How to establish CRM 4 The way of organizing customer care training 5 The qualitative and quantitative customer feedback 6 Quantitative research: 6 Qualitative research: 9 The key factors of after care 10 Introduction and evaluation of customer care strategy 10 Customer satisfaction and loyalty 12 Introduction and evaluation of customer care standard 12 Suggestion on continuous improvement 14References: 15 IntroductionPfizer incorporated is an American multinational pharmaceutical corporation headquartered in New York City, and with its research headquarters in Groton, Connecticut, United States. It is one of the world39。s largest pharmaceutical panies.This report is research the customer care of Pfizer incorporated. This report will research expectation of internal and external customer, Customer cultivate, Definition of customer relationship, The way of organizing customer care training, The qualitative and quantitative customer feedback, The key factors of after care, Introduction and evaluation of customer care strategy, Customer satisfaction and loyalty, Introduction and evaluation of customer care standard. Finally, put forward a reasonable proposal for the pany39。s customer service. Expectation of internal and external customer Internal CustomersInternal customers are within the enterprise individuals and departments that to accept the services of other individuals or units of the enterprise. All employees of the pany can be internal customers Internal CustomersIntroductionPackage Artwork SpecialistThe Package Artwork Project Specialist will be responsible for implementing product artwork renewal, design and coordinating approval cycle for China inline and new products.Staffs are pany’s interior customer. Pfizer’s staffs need pany improve them wages and need pany think highly of them and they need promotion in this pany. They also need improve them life level. External customerExternal customers are outside the enterprise individuals or institutions that buy the products or services provided. For example:Retailers: a merchant who sells goods at retailFinal customer: someone who pays for goods or services. Retailer and final customer is Pfizer pany’s external customers. Pfizer pany’s customer need the pany can provide more information about drug and customer need the pany can ensure the product has good quality and customer need pany provide give aftersales service. Establishment and maintenance of customer relationship What is the customer relationship managementCu
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