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【正文】 什么十賭九輸？在 ROI高的地方下注高高中等中等低低無利潤無利潤所有客戶所有客戶銷售額與利潤銷售額與利潤滿意的客戶才是忠誠的追隨者反對者 1極不滿意 2較不滿意 3稍不滿意 4滿意 5非常滿意100%80%60%40%20%客戶滿意度 （保有率）離心區(qū)感情漠然區(qū)有感情區(qū)Professional ServicesEnterprise SolutionsProduct BusinessService BusinessPackagedmassmarketsoftwareLow Medium HighDegree of ProductizationSource: McKinseySales Units1101001,00010,000100,0001,000,00010,000,000Categorization of software productSurvey and Book ScopeIT MarketHardware productsHardware Maintenance ServicesSoftware products and servicesProcessing services (., ADP)and inter services (., Yahoo!)Embedded Software Including ServicesProfessional Software ServicesSoftware ProductsEnterprise SolutionsPackaged MassMarket SoftwareTop Ten Players (1997) interms of revenue in$m1. Andersen Consulting 5,3002. IBM 4,9203. EDS 3,7504. CSC 3,5105. Science Application 1,9106. Cap Gemini 7. HP 1,5208. DEC 1,410 9. BSO Origin 1,32010. Fujitsu 1,3701. IBM 10,2702. Oracle 4,2603. Computer Associates 3,2404. SAP 2,3605. HP 2,1906. Fujitsu 1,8107. Hitachi 1,2708. Parametric Technology 7609. Peoplesoft 70010. Siemens 6801. Microsoft 11,6002. IBM 2,5603. Computer Associates 1,0804. Adobe 7605. Novell 7106. Symantec 5507. Intuit 5208. Autodesk 4209. Apple 38010. The Learning 350 Company 26,630 27,540 18,930Sources: IDC, McKinsey database, McKinsey analysisNote: The numbers are estimates only. Profe
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