【正文】 .................................................................................................244一、禮儀的涵義 ............................................................................................................244二、禮儀的原則 ............................................................................................................244三、社交禮儀 ................................................................................................................245第三節(jié) 大客戶營銷服務(wù)規(guī)范 ...............................................................................................252一、大客戶營銷統(tǒng)一服務(wù)準(zhǔn)則 ....................................................................................252二、大客戶營銷服務(wù)行為指南 ....................................................................................252第四節(jié) 商機(jī)管理 ...................................................................................................................258一、商機(jī)的內(nèi)涵 ......................................................................................................................258二、商機(jī)分類 ..........................................................................................................................258三、商機(jī)管理的流程 ..............................................................................................................258四、商機(jī)管理各階段具體要求 ..............................................................................................259第五章 管理理論知識 ................................................................................................................262第一節(jié) 管理理論基礎(chǔ)知識 ...................................................................................................262一、管理的定義 ............................................................................................................262二、管理的職能 ............................................................................................................262三、管理科學(xué)中的一些熱點(diǎn)問題 ................................................................................263第二節(jié) 項(xiàng)目管理知識 ...........................................................................................................266一、項(xiàng)目的定義 ............................................................................................................266二、項(xiàng)目管理的內(nèi)容 ....................................................................................................266三、甘特圖在項(xiàng)目管理中的應(yīng)用 ................................................................................267第三節(jié) 流程管理 ...................................................................................................................268一、流程的概念及相關(guān)內(nèi)容 ........................................................................................268二、流程管理的概念及相關(guān)內(nèi)容 ................................................................................2687 / 196三、業(yè)務(wù)流程重組 ........................................................................................................270第四節(jié) 時間管理 ...................................................................................................................272一、時間管理的基本原則 ............................................................................................272二、時間管理的四個階段 ............................................................................................274第五節(jié) 目標(biāo)管理 ...................................................................................................................275一、目標(biāo)的特性 ............................................................................................................275二、目標(biāo)管理的由來及特點(diǎn) ........................................................................................275三、目標(biāo)管理的三個步驟 ............................................................................................276四、實(shí)施目標(biāo)管理常用的工具 ....................................................................................277第六章 市場營銷專業(yè)知識 ........................................................................................................278第一節(jié) 市場和市場營銷 .......................................................................................................278一、市場的概念及相關(guān)內(nèi)容 ........................................................................................278二、市場營銷的概念 ....................................................................................................279三、營銷觀念的發(fā)展歷程 ............................................................................................280第二節(jié) 營銷環(huán)境分析 ...........................................................................................................285一、營銷環(huán)境分析的目的和內(nèi)容 ................................................................................285二、宏觀環(huán)境分析 ........................................................................................................285三、微觀環(huán)境分析 ........................................................................................................286第三節(jié) 組織消費(fèi)者行為分析 ...............................................................................................291一、組織消費(fèi)者的分類及特點(diǎn) ....................................................................................291二、組織購買決策的過程 ............................................................................................292三、組織購買的類型 ....................................................................................................293四、影響組織購買行為的因素分析 ............................................................................293第四節(jié) 市場調(diào)研 ...................................................................................................................294一、市場調(diào)研的概念 ....................................................................................................294二、市場調(diào)研的流程 ....................................................................................................294第五節(jié) 營銷戰(zhàn)略 ...................................................................................................................297一、營銷戰(zhàn)略概念 ..........................................................................................