【文章內容簡介】 ...............................................................131 退換商品標準 .............................................................................................132 物流成本控制 ....................................................................................................132 物流配送成本的監(jiān)控 .................................................................................132 附錄：相應表單 ...............................................................................................133 合同修訂通知單 .........................................................................................133 物流成本核算表 .........................................................................................1344 服務管理 .........................................................................................135 ***會員制度整體規(guī)劃 .....................................................................................135 會員制的關鍵成功要素 .............................................................................135 滿足會員制成功要素的重要模塊 .............................................................135 ***會員制運作邏輯 ...................................................................................136 ***會員服務組織結構 .....................................................................................136 組織架構 .....................................................................................................136 主要部門職能 .............................................................................................136 規(guī)劃部 ..........................................................................................................1366 / 30 系統(tǒng)工作部 ..................................................................................................137 會員俱樂部 ..................................................................................................137 ***會員制方案設計 .........................................................................................137 會員權益與特色服務 .................................................................................137 會員積分計劃 .............................................................................................139 銀卡會員 ......................................................................................................139 金卡會員 ......................................................................................................140 鉆石卡會員 ..................................................................................................140 會員入會 .....................................................................................................140 會員退會 .....................................................................................................140 ***會員制方案實施 ...................................................................................141 ***會員開發(fā)管理 ........................................................................................141 會員招募操作規(guī)范 ......................................................................................143 ***會員運作管理 .......................................................................................146 策劃會員活動流程框架 .............................................................................146 活動總結操作規(guī)范 .........................................................................................153 會員關系維護 ..............................................................................................154 電話回訪 ......................................................................................................158 門店日常會員服務管理（參見《門店顧客服務手冊》 ） ........................161 ***會員制后臺管理 .........................................................................................161 溝通管理 .....................................................................................................161 俱樂部刊物 ..................................................................................................161 俱樂部網(wǎng)站與郵件管理 ..............................................................................161 會員熱線 ......................................................................................................161 物料管理與制作 .........................................................................................161 會員卡式樣 ..................................................................................................161 會員物料管理 ..............................................................................................161 ***會員數(shù)據(jù)庫管理 ...................................................................................162 會員數(shù)據(jù)庫結構設計 ..................................................................................162 數(shù)據(jù)分析加工 ..............................................................................................163 會員業(yè)務財務分析 ......................................................................................168 附件 ......................................................................................................................168 相關法律法規(guī) .............................................................................................168 ***會員俱樂部章程 ...................................................................................1687 / 30 會員協(xié)議 .....................................................................................................1715 營運管理 .........................................................................................173 營運管理職責 ....................................................................................................173 營運管理流程 ....................................................................................................174 營運計劃制定及執(zhí)行流程 .........................................................................174 區(qū)域營運例會流程 .....................................................................................175 區(qū)域營采溝通與協(xié)調流程 .........................................................................176 區(qū)域促銷計劃的制訂與執(zhí)行流程 .............................................................