059麥肯锡--crm研究报告45页.pptVIP

SEGMENT MANAGEMENT TREND - 1;ESSENTIAL TO UNDERSTAND ISSUE DRIVERS AND COST OF FIXING;deliberative migrators ;SEGMENT IS MORE COMPLEX, DUE TO DELIBERATION ON SEVERAL DIMENSIONS;SEGMENTING CUSTOMERS WITH DISTINCT BENEFIT PREFERENCES;IMPLICATIONS FOR BUILDING LOYALTY AMONG THOSE CHOOSING TO GO OR STAY;Key Levers;FAVOR A BIFOCAL IMPLEMENTATION APPROACH;CRM INITIATIVES LAUNCHED EARLY ON BY RELYING ON EXISTING ASSETS;ASSESS CRM ASSET REQUIREMENTS FOR EACH INITIATIVE;THREE TOPICS FOR TODAY;KEY ACTIONS TO ACCELERATE IMPACT AND BREAK THROUGH THE CRM WALL”;Engage and convert Prospects into clients;WHA