提升客户全生命周期管理之攻略（The strategy of improving customer lifecycle management）.docVIP

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提升客户全生命周期管理之攻略（The strategy of improving customer lifecycle management）.doc

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提升客户全生命周期管理之攻略（The strategy of improving customer lifecycle management）

提升客户全生命周期管理之攻略（The strategy of improving customer lifecycle management） The strategy of improving customer lifecycle management In the whole process of customer life cycle, what is the enterprise to identify, attract, acquire, trade, realize, consolidate and develop customers, and maintain a lifelong interactive relationship with them and meet their needs in a planned way? In the economic globalization, the competition with differentiation, informationization today, enterprises are facing increasing competition in the industry, the customer churn, change management, information technology and other challenges, market-oriented, customer-centric, improve the core competitiveness of enterprises through the network, information technology has become a consensus. Enterprises have put forward customer is God and other customer care service concept, but we found that we are farther and farther from God, customer demand is increasingly difficult to grasp. Many enterprises have implemented CRM as a life-saving straw, as a way to enhance competitiveness. According to the survey research institutions, CRM in the implementation of the success rate of about 30%. So, how should we make use of CRM to create excellent customer service capability under the concept of customer care? This is what we are talking about today, in the customer care concept, to create excellent customer service capabilities, that is, customer life cycle management, improve customer service experience as a whole. Concept first I. clear thinking and unified understanding A clear idea that the application of CRM to enterprise customer strategy, determine the guiding ideology of the application of CRM from a strategic perspective, and clarify the relationship between the companys overall strategy, information strategy, management of change, the customer care concept slogan into the CRM application. Unified understanding is the specific construction of CRM allows different voices, but the company up and down, a