14--顾客关系管理.pptVIP

* * * * * * * * * * * * * * 华南理工大学工商管理学院--黎文 版权所有，Copyright * 华南理工大学工商管理学院--黎文 版权所有，Copyright * 市场分析和预测Marketing Analysis Forecasting 教师：黎文 时间：2010.09 电子邮件：wli@scut.edu.cn 联系电话Customer Relationship Management客户关系管理 Components of a Customer-Based Strategy Customer Acquisition (i.e., getting new customers). Customer Retention (ie., keeping current customers satisfied via enhancing brand loyalty or through superior service). Customer Expansion, getting customers to either buy more of what they are currently buying (increasing usage) or “cross-selling”other products. Customer D