CRM客户关系管理 (毕业论文)外文翻译.docVIP

CRM Customer Relationship Management A CRM strategy is called for to both buy time before new product offerings could be sourced and offered and to move significantly ahead of the competition. What is needed is a strategy involving all aspects of the company, including database structure, creative work and staff training that would ultimately reduce potential defections, quickly increase footfall term and build a database for future activity. The aim is to recognize existing customers, to reward those customers, to react swiftly to customer needs and to turn Customer Relationship Management (CRM) into Customer Managed Relations (CMR). The power of what customers want. It looks at the saving from a companys point of view, not the empowerment from customers perspective. CMR is three things: An ability to rethink, to reshape your organization and its knowledge so that it is at the disposal of your customers Internet enabled management tools which customers use to get what they want An ability to react to the information being generated and used by customers in order to increase profitability A 4 stage approach can be created with the objective to: Discover the customer via a questionnaire Incentives and Reward the customer to return Find more best customers through new customer acquisition Data mine the customer case to make relevant product offerings Creating a questionnaire based upon proven and successful models. In addition to standard demographic and the lifestyle questions customers can be asked about which products they would like to purchase at which time over the following months. The response will give the company a cutting advantage as it will be possible to more accurately forecast and respond to customer needs, which no other retailer can match. With introducing reverse retailing, instead of offering products and then finding the customers to purchase them, company can make purchase decisions together with the customer and source the right products