客戶滿意度測量技术方案.ppt

(海量营销管理培训资料下载) Agenda讲程安排 What is customer satisfaction/why is it important? 什么是客户满意度/它为什么重要 Customer Satisfaction Survey 客户满意度调查 Process Performance Measurements 进行绩效测量 Analyzing survey results (and other metrics) 分析调查结果（和其它与测量有关的东西） Using results to manage customer satisfaction 利用调查结果进行客户满意户管理 Customer Satisfaction Measurement Systems 客户满意度测量系统 Wrap-up 总结 客户满意度Customer Satisfaction What is customer satisfaction? 什么是客户满意度 Satisfaction is a feeling about something 满意度是对某种事物的一种感觉 Potential objects of satisfaction 满意度的潜在目标 The overall relationship wit