Driving High Performance for a Large Wireless Communication Company--埃森哲.pptVIP

下载本文档

2
0
约1.21万字
约 13页
2018-05-17 发布于四川
举报
版权申诉

Driving High Performance for a Large Wireless Communication Company--埃森哲.ppt

1、原创力文档（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。。
2、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
3、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。
4、该文档为VIP文档，如果想要下载，成为VIP会员后，下载免费。
5、成为VIP后，下载本文档将扣除1次下载权益。下载后，不支持退款、换文档。如有疑问请联系我们。
6、成为VIP后，您将拥有八大权益，权益包括：VIP文档下载权益、阅读免打扰、文档格式转换、高级专利检索、专属身份标志、高级客服、多端互通、版权登记。
7、VIP文档为合作方或网友上传，每下载1次，网站将根据用户上传文档的质量评分、类型等，对文档贡献者给予高额补贴、流量扶持。如果你也想贡献VIP文档。上传文档

Copyright ? 2006 Accenture All Rights Reserved. Driving High Performance for a Large Wireless Communication Company Through Advanced Customer Insight Accenture Consulting – CRM Customer Insight Presenters: Ramin Mikaili and Lynette Lilly Why Customer Insight? Levels Of Insight Approach Case I: Growth Segmentation Analysis Framework The wireless industry is exhibiting the telltale signs of a maturing and potentially unhealthy market. Case Study II: Business Issues The first step was to create a 360-degree view of the customer that incorporated factors from all key areas. Case Study II: Strategic Segmentation Case Study II: Market Research Results Case Study II: Market Research What is Customer Insight? * Copyright ? 2006 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Copyright ? 2006 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. In saturated competitive markets, the economics of acquisition and retention becomes painfully obvious and requires a shift in the marketing mix from using the 4 Ps to the 4 Rs. 1 1. James G. Barnes book Secrets of Customer Relationship Management McGraw Hill copyright 2000, 23 4 Ps Price Product Promotion Place 4 Rs Relationships: effective communication, trust, commitment, understanding customer needs Retention: targeted incentives, rewards, loyalty programs for specific segments Referrals: value selling, Communication Recovery: strong win-back programs, product and service development Acquisition determines how fast a company can grow. Retention determines whether a company will survive over time. Retention, up-sell, or service Acquisition, capital investments Mass media buys Corporate Branding MA/Alliance Strategy Corporate Strategy Price Plans/Bundling Capital/Technology Investment Strategy Corporate Direction Network Build New Market Entry IT project prioritization Supply Chain Strategy Pr