bsc客戶管理流程-資料下載頁
2025-02-08 21:14本頁面
【正文】 analysis ? Epolling/sampling ? Profitability analysis ? Customerfocused culture ? Personal goal alignment ? Bestpractice sharing ? Telemarketing ? Product line knowledge ? Customer munication ? Partner management ? Database marketing ? Lead management ? Sales force automation ? Web site design ? Customerfocused culture ? Personal goal alignment ? Bestpractice sharing ? Call center protocols ? Product line knowledge ? Problem resolution ? Customer feedback ? Customer interaction center ? Problem tracking system ? Order management system ? Customerfocused culture ? Personal goal alignment ? Bestpractice sharing ? Consultative sales skills ? Customer/industry knowledge ? Product line knowledge ? Customer information feedback ? Portfolio planning models ? Integrated order management ? Customerfocused culture ? Personal goal alignment ? Bestpractice sharing Learning and Growth Perspective Human Capital Information Capital Organization Capital Figure 46 Learning and Growth Strategies for Customer Management CMAChina管理會(huì)計(jì) Slide 138 1 Summary ? 任何策略的基本要件 了解吸引客戶并保有客戶的價(jià)值主張。 ? Figure 47 CMAChina管理會(huì)計(jì) Slide 139 1 Objective Measures ?Create new sources of revenue ?Increase revenue per customer ?Increase customer profitability ?Improve sales productivity ?Revenue from new customers ?Share of wallet ?Profits per customer (ABC) ?Cost of sales (by channel) ?Understand segments ?Screen unprofitable customers ?Target highvalue customers ?Manage the brand ?Communicate value proposition ?Customize mass marketing ?Acquire/convert leads ?Develop dealer works ?Premium customer service ?“Sole source” partnerships ?Service excellence ?Lifetime customers ?Crossselling ?Solution selling ?Partnership/integrated management ?Customer education ?Contribution by segment ?% unprofitable customers ? strategic accounts ?Brand awareness/preference ?Brand awareness ?Campaign response rate ? leads/conversion rate ?Dealer quality rate ? premium customers ?% revenue from sole source ?Service levels (by channel) ?Customer lifetime value ? products per customer ? jointly developed service agreements ?/$ from gainsharing agreements ?Hours with customer Selection Acquisition Retention Growth Perspective Financial Customer ?Increase customer satisfaction (with value proposition) ?Increase customer loyalty ?Create raving fans ?% customers highly satisfied ?Customer retention ?Depth of relationship ?% business from customer referrals ?Develop strategic petencies ?Attract and retain top talent ?Human capital readiness ?Key employee turnover Human Capital ?Develop strategic CRM portfolio ?Increase knowledge sharing ?Application portfolio readiness ? customer KMS hits/employee Information Capital ?Create customerfocused culture ?Create personal goal alignment ?Customer survey ?Employee objectives linked to BSC Organization Capital Internal Process Learning And Growth Figure 47 Customer Management Scorecard Template CMAChina管理會(huì)計(jì) Slide 140 1 演講完畢，謝謝觀看！
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