639顧客關(guān)系管理(ppt14)-銷售管理(已修改)
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【正文】 110100101 1001011001100100101 1001101100110110011001 10011100011010011001001 100110011001100101101 10110011001101001 100101001 HewlettPackard Company Joseph Chiew Customer Relationship Management Introduction CRM Introduction Agenda ? What is CRM? ? Why CRM ? ? CRM Application Architecture ? CRM Service Model ? CSF of CRM What Is CRM? ? Competitive identity ? Market brands ? Business philosophy ? Strategic marketing approaches ? Enabling technologies ? Human capital management CRM initiatives can not be governed by narrow “product” definitions Source: Meta Group Studies by the Manhattan Consulting Group have indicated that in a sample of panies, 20% of a pany’s customers contributed 150% of the profits, and 40% of customers eliminate 50% of the profits Customer Segments Profit 1 2 3 4 5 6 7 8 9 10 Attrition rate 2x the average Imposes a 50% drag on earnings Source: Manhattan Consulting Group Why CRM ? How enterprise interact with their customers Engage Transact Fulfill Support CRM Processes ? Advertising/PR ? Products ? Web Marketing Marketing SGamp。A Resource Mix Sales
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