Analytical CRM customers in distinction and one to one marketing.docVIP

 PAGE \* MERGEFORMAT 10 Analytical CRM customers in distinction and one to one marketing Fee from Citibank’s talking about six U.S. dollars Just last week (early April 2002), the new set up their own business, foreign currency deposits, Citibank is one of Shanghai residents to resort to the courts. Edge because of Citibank’s ‘rules of the game’ there is one: The customer deposits, less than 5000 U.S. dollars per month service fee charged six U.S. dollars. ‘The more money they deposit has always been kept more, how can the less the more kept the truth’? Ever since, it was determined to use legal means to recover the ‘justice’. Citibank opened on personal business before and after, China’s management sector, marketing sector which lasted two or three years of CRM (customer relationship management) trend, they hear more and more a new concept: 1 to 1 marketing. Several related books one after another, with one on one with the title of the seminar workshop also began to debut. Accordance with the literal meaning, CRM system, it appears that the earlier people use the word ‘customer is God’ understanding of a more procedural and systematic. In order to better serve the independent existence of each, the demand of all customers with exactly what, and now the introduction of the ‘one to one’ concept, this would be called for each customer service attentive. Which may be on the contrary some people (such as deposits of less than 5000 U.S. dollars) in the other guests eye treatment, to be discrimination? Person in charge of Citibank in the face of the media, said: Due to start soon, few resources, instead of the 10000 people at service but can not guarantee the quality of service, it is better for the 100 people to ensure excellent service and so on. In fact, if it is because there can be only 100 people serving the passenger volume, it can take a first-come, or random way. Why should provoke outrage to collect six U.S. dollars then? 1 to 1 marketing and CRM str