crm的解決方案英文ppt29頁-文庫吧資料
2025-03-13 23:02本頁面
【正文】 ips Place the customer at the centre of the decision making process Doing things right, deploying resource to match customer demand and value Monitoring success and reporting back to the business to create an agile learning enterprise 20 Copyright 169。 2023, SAS Institute Inc. All rights reserved. Company confidential for internal use only The Role of Customer Intelligence: Measurement ? How satisfied are our customers with our product/service? ? ? How many customers do I have? ? Is the lifetime value (future potential) of my customer base ? going up or down? by how much? ? ? Which sales/marketing channels are most effective? ? What was the response rate How did it pare to target? ? How many times are my customers being contacted? ? Which customers are moving between segments? ? ? How many times has this customer contacted us? How many new customers do I have? What is the rate of customer defection? What was the conversion rate How did it pare to target? Sample Questions 18 Copyright 169。 2023, SAS Institute Inc. All rights reserved. Company confidential for internal use only The Role of Customer Intelligence Learning Focus 16 Copyright 169。 2023, SAS Institute Inc. All rights reserved. Company confidential for internal use only The Role of Customer Intelligence: Operational Effectiveness ? Resource forecasting ? Demand forecasting ? Skills profiling ? Service level setting ? Resource optimization ? Deployment of decision support information to the front office ? Deployment of information to the customer Techniques 14 Copyright 169。 2023, SAS Institute Inc. All rights reserved. Company confidential for internal use only The Role of Customer Intelligence: Targeting Positioning ? How should my segments be defined? ? ? When should I sell? ? Which customers are likely to leave? ? Which customers are more likely to respond ? ? ? Which munication channel should I use? ? What’s the expected response rate? ? ? Which product binations and product features do customers want? Sample Questions Which customers are good candidates for cross or up selling? What is the customer potential / life time value ? Can I customize offerings
環(huán)評公示相關(guān)推薦
鄂ICP備17016276號-1