物流客戶關(guān)系管理外文翻譯-文庫吧資料
2024-09-05 09:22本頁面
【正文】 Good business intelligence is the enterprise half of success. 2 to customer interaction channels of integrated ability The integration of multichannel function of CRM solutions with parts of integration is equally important. Whether the customer is and enterprise connected or contact with sales staff, to customer interaction should is seamless, unified and efficient. The same channel can also bring internal efficiency. 3 support network application ability In support of both within and outside the enterprise interaction and business processing aspect, Web bigger role, this makes the CRM Internet functions more and more important. Such as, the network can provide support for emerce channel. In order to make customers and enterprise employees convenient application CRM, need to offer standardized web browser, allows the user to almost don39。s margins. Customer relationship management method in the notice at the same time, 4ps key elements in marketing system reflected in the bination of various crossover functions, the focus is to win customers. So, marketing focus from customer needs further transferred to customers to stay on and ensure enterprise have the right time, capital and management resources directly on the two key tasks.CRM system tenet is: in order to meet the special needs of every customer with each customer, to establish contact with customers, through the contact to understand the different needs of customers, and on this basis oneonone personalized service. Usually CRM including sales management, marketing management, customer service system and call center, etc. Take the customer as the center, improve customer satisfaction, cultivation, maintain customer loyalty, in this day of emerce era appear increasingly important. Customer relationship management is to improve the relationship between firm and customer new management mechanism, more and more enterprises apply CRM to increase their ine, optimizing the interests and to enhance customer satisfaction.1. Establish unified information coding system。s integrated marketing, is the enterprise marketing customer is the core of the implementation and management of technology. Customer relationship management attention is the munication with customers, enterprise39。在大量的客戶信息庫中，運用數(shù)據(jù)挖掘技術(shù)，使客戶數(shù)據(jù)可視化，直觀形象的反應(yīng)客戶的信息，及時全面和動態(tài)的反應(yīng)銷售質(zhì)量，為管理人員提供決策支持提供有效的手段和數(shù)據(jù)支持?？梢岳脭?shù)據(jù)挖掘技術(shù)獲得不同類型客戶對服務(wù)的要求，挖掘出客戶的購買趨勢以掌握客戶的需求，適時的調(diào)整產(chǎn)品結(jié)構(gòu)，從而有針對性的提供客戶服務(wù)。數(shù)據(jù)挖掘可以幫助企業(yè)找出最合理的銷售搭配方案。交叉銷售是讓客戶購買企業(yè)的其他產(chǎn)品或者服務(wù)，增值銷售是讓客戶購買附加的產(chǎn)品或服務(wù)，使客戶購買的產(chǎn)品向著高價值的方向發(fā)展，兩種銷售都有延長客戶關(guān)系的效果。運用分組或神經(jīng)網(wǎng)絡(luò)或決策樹，可以形象地識別具有哪些特征的客戶是企業(yè)最重要的客戶。另外，數(shù)據(jù)挖掘可以幫助企業(yè)識別出有離開意愿的客戶，使企業(yè)采取合適的措施留住這批客戶?，F(xiàn)在獲得新的客戶的成本在不斷的上升，因此留住老客戶不失為企業(yè)發(fā)展的一個重要方向。通過對已有客戶的分類更容易使企業(yè)識別潛在的客戶，并最終向著把潛在的客戶轉(zhuǎn)變成企業(yè)真正的客戶，最終轉(zhuǎn)變成忠誠客戶。，獲取新客戶挖掘客戶數(shù)據(jù)時，充分利用數(shù)據(jù)技術(shù)可以尋找有潛在價值的客戶。對企業(yè)與客戶之間的各種關(guān)系進(jìn)行全面管理，將會顯著提升企業(yè)營銷能力、降低營銷成本、控制營銷過程中可能導(dǎo)致客戶抱怨的各種行為。(4) 全面管理企業(yè)與客戶之間的各種關(guān)系企業(yè)與客戶之間的關(guān)系。保持需求與供應(yīng)的平衡。(3) 傾聽市場的需求信息，及時傳達(dá)給整條供應(yīng)鏈 動態(tài)的環(huán)境下，通過營銷策略和信息技術(shù)掌握確切的需求。流層制的管理模式促進(jìn)了前端活動上游供應(yīng)鏈的集成，其中也包括跨組織的活動。這種體制使得組織內(nèi)服務(wù)客戶的不同活動被分割開來，難以將客戶信息完整地反饋回組織。同時，網(wǎng)絡(luò)使得這些信息在供應(yīng)鏈伙伴中的共享成為可能。其次，可以在供應(yīng)鏈中通過正確的數(shù)據(jù)與位于第一線的員工聯(lián)系起來。 和CRM系統(tǒng)的構(gòu)建原則(1) 將客戶與供應(yīng)鏈鏈接起來首先，這意味著在伙伴之間共享交易數(shù)據(jù)?？蛻絷P(guān)系管理通過對客戶詳細(xì)資料的深入分析，來提高客戶滿意度，從而提高企業(yè)競爭力的一種方法。客戶關(guān)系管理主要應(yīng)用于物流企業(yè)市場營銷、銷售、服務(wù)與技術(shù)支持等外部資源整合等領(lǐng)域。供應(yīng)鏈管理思想從以前的“推式”轉(zhuǎn)為以客戶需求為原動力的“拉式”供應(yīng)鏈管理，更加重視客戶。目前，所有的物流企業(yè)都必須在提高客戶服務(wù)水平的同時努力的降低運營成本，必須有提高市場反應(yīng)速度的時間給客戶以更多的的選擇。 如果CRM與ERP和財務(wù)、庫存、制造、分銷、物流和人力資源等連接起來，使之成為一個客戶互動循環(huán)，這種集成能使企業(yè)在系統(tǒng)間搜集商業(yè)情報，而不是低水平的數(shù)據(jù)同步。工作量是指把相關(guān)文檔和工作規(guī)則自動化安排給負(fù)責(zé)特定業(yè)務(wù)流程中特定步驟的人。另外，如果通過網(wǎng)絡(luò)為客戶提供在線反饋的話并能有專人及時傳達(dá)信息給公司的售后服務(wù)部門，這將為公司留住客戶（尤其是距離較遠(yuǎn)的）并使業(yè)績添磚加瓦。如，網(wǎng)絡(luò)可以為電子商務(wù)渠道提供支持。同一的渠道還能帶來內(nèi)部效益的提高。對多渠道進(jìn)行集成與CRM解決方案的功能部件的集成是同等重要的?，F(xiàn)行的CRM軟件還處于起步階段，功能模塊結(jié)構(gòu)不盡相同，但是其基本的需求是一樣的，其主要技術(shù)需求應(yīng)包括六個方面：CRM有大量客戶和潛在客戶的信息，企業(yè)應(yīng)該充分的利用這些信
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