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CCVM (Customer centric value model) 行为和忠诚度：客户关系管理领域关注的核心 行为－满意度：会产生满意度的变化，从行为中能分析出满意度的变化 红色：虚 浅蓝：二手可得数据，市场调研 深蓝：可以在企业内部就得到的数据 The Accenture survey revealed that the majority of respondents who rate their marketing campaigns as ineffective thought better creative design would help them get customers’ attention (64%, compared to 35% of respondents with largely effective campaigns). Additionally, “ineffective” marketers were much less likely to believe analytical tools for segmentation and modeling would improve their campaigns than “effective” marketers (29% versus 58%, respectively). ? Ineffective marketers are seeking an easy fix to their campaign problems in making creative changes, while more effective marketers recognize that clever copy and compelling images can only go so far in helping a company connect with audiences, because hitting the market with interesting ads will do little good for the bottom line if the wrong markets are being reached with the wrong messages. The analytical and operational aspects of marketing must be mastered for creative to have the desired impact. Companies must focus on the total customer experience to build a unified brand across all of their online and offline channels. And,companies must leverage their integrated customer databases to develop creative marketing efforts in tandem with analytic and operational marketing, as well as with other sales and service efforts. When the creative is appropriate to the target audience, it delivers a seamless customer experience across all touch points. The result is fewer wasted marketing dollars, higher returns from campaigns, improved customer satisfaction, and heightened brand value. State the following: The Customer Analysis page provides a series of metrics for each customer segment, including financial, demographic and psychographic profiles. This allows Emily to quickly visualise the characteristics of each of the customer segments within the Brokerage Division. The cust