Customer knowledge and depth of the layer of polar.docVIP

 PAGE \* MERGEFORMAT 4 Customer knowledge and depth of the layer of polar Director of marketing, enterprise customers will recognize the importance of knowledge, but what is a post within the enterprise customer knowledge needs to the extent of how deep it? Provide high-end telecommunications equipment manufacturer, to be very clear to know the needs of a single client; and convenience food businesses will have to produce on the overall market and customer needs research. In customer relationship management, this is known as the establishment of ‘Customer Focus’, consists of two steps: First, recognize the enterprise customer knowledge must be recognized most layer, second and deciding the required depth of customer relationships. Effective customer knowledge management is to decide the first in the overall customer knowledge in which a layer of very valuable for the development of enterprises, and the most cost-effective, because only when a customer is greater than the benefits of knowledge management, or at least equal to customer knowledge administration costs, corporate and incentive to implement. There are five factors used to determine the most appropriate customer knowledge level: One, involving a client layer pole: Your product or service on this level is very very valuable for customers? 2, technical support and exchange of information needs: the product throughout the life cycle (including pre-sale, use, after-sales service and customer support) is not an opportunity to engage with customers meaningful interaction? 3, the distance between the customer: the link with the customer what way, can provide a cost-effective way to build customer knowledge? 4, the range of opportunities: In this highly on the client tier is the opportunity to broaden the scope of surrounding in order to expand the value of customer knowledge? 5, cost-effective: the company’s profits can not afford to build customer knowledge base for the cost? If your business f