【文章內(nèi)容簡(jiǎn)介】 ...............................................................131 退換商品標(biāo)準(zhǔn) .............................................................................................132 物流成本控制 ....................................................................................................132 物流配送成本的監(jiān)控 .................................................................................132 附錄：相應(yīng)表單 ...............................................................................................133 合同修訂通知單 .........................................................................................133 物流成本核算表 .........................................................................................1344 服務(wù)管理 .........................................................................................135 ***會(huì)員制度整體規(guī)劃 .....................................................................................135 會(huì)員制的關(guān)鍵成功要素 .............................................................................135 滿足會(huì)員制成功要素的重要模塊 .............................................................135 ***會(huì)員制運(yùn)作邏輯 ...................................................................................136 ***會(huì)員服務(wù)組織結(jié)構(gòu) .....................................................................................136 組織架構(gòu) .....................................................................................................136 主要部門(mén)職能 .............................................................................................136 規(guī)劃部 ..........................................................................................................1366 / 30 系統(tǒng)工作部 ..................................................................................................137 會(huì)員俱樂(lè)部 ..................................................................................................137 ***會(huì)員制方案設(shè)計(jì) .........................................................................................137 會(huì)員權(quán)益與特色服務(wù) .................................................................................137 會(huì)員積分計(jì)劃 .............................................................................................139 銀卡會(huì)員 ......................................................................................................139 金卡會(huì)員 ......................................................................................................140 鉆石卡會(huì)員 ..................................................................................................140 會(huì)員入會(huì) .....................................................................................................140 會(huì)員退會(huì) .....................................................................................................140 ***會(huì)員制方案實(shí)施 ...................................................................................141 ***會(huì)員開(kāi)發(fā)管理 ........................................................................................141 會(huì)員招募操作規(guī)范 ......................................................................................143 ***會(huì)員運(yùn)作管理 .......................................................................................146 策劃會(huì)員活動(dòng)流程框架 .............................................................................146 活動(dòng)總結(jié)操作規(guī)范 .........................................................................................153 會(huì)員關(guān)系維護(hù) ..............................................................................................154 電話回訪 ......................................................................................................158 門(mén)店日常會(huì)員服務(wù)管理（參見(jiàn)《門(mén)店顧客服務(wù)手冊(cè)》 ） ........................161 ***會(huì)員制后臺(tái)管理 .........................................................................................161 溝通管理 .....................................................................................................161 俱樂(lè)部刊物 ..................................................................................................161 俱樂(lè)部網(wǎng)站與郵件管理 ..............................................................................161 會(huì)員熱線 ......................................................................................................161 物料管理與制作 .........................................................................................161 會(huì)員卡式樣 ..................................................................................................161 會(huì)員物料管理 ..............................................................................................161 ***會(huì)員數(shù)據(jù)庫(kù)管理 ...................................................................................162 會(huì)員數(shù)據(jù)庫(kù)結(jié)構(gòu)設(shè)計(jì) ..................................................................................162 數(shù)據(jù)分析加工 ..............................................................................................163 會(huì)員業(yè)務(wù)財(cái)務(wù)分析 ......................................................................................168 附件 ......................................................................................................................168 相關(guān)法律法規(guī) .............................................................................................168 ***會(huì)員俱樂(lè)部章程 ...................................................................................1687 / 30 會(huì)員協(xié)議 .....................................................................................................1715 營(yíng)運(yùn)管理 .........................................................................................173 營(yíng)運(yùn)管理職責(zé) ....................................................................................................173 營(yíng)運(yùn)管理流程 ....................................................................................................174 營(yíng)運(yùn)計(jì)劃制定及執(zhí)行流程 .........................................................................174 區(qū)域營(yíng)運(yùn)例會(huì)流程 .....................................................................................175 區(qū)域營(yíng)采溝通與協(xié)調(diào)流程 .........................................................................176 區(qū)域促銷(xiāo)計(jì)劃的制訂與執(zhí)行流程 .............................................................