计算机英语（第二版）课件chapter19.pdf

Computer Science in English Teaching Assisted Courseware Designed and Programmed By Jiang Tongqiang Miao Tianshun Computer Science in English I. Pre-reading Questions I. Pre-reading Questions II. Grammatical Notes to the Text II. Grammatical Notes to the Text Chapter 19 Customer Relationship Management III. Words Bank to the Text III. Words Bank to the Text IV. Exercises of the Chapter IV. Exercises of the Chapter Chapter 19 I. Pre-reading Questions 1. What is customer relationship management? 1. What is customer relationship Why are customer relationships so important management? Why are customer today? relationships so important today? Reference Key: 2. Describe the advantages of Customer CRM is the process of acquiring, retaining relationship management. and growing profitable customers. It requires a clear focus on the service attributes that represent value to the customer and that create loyalty. 3. Name four types of Customers. The basis of competition has switched from who sells the most products and services to who 4. How many capabilities can a typical CRM “owns” the customer, and that customer software provide? Name each of them. relationships represent the firm’s most valuable asset. Chapter 19 I. Pre-reading Questions 2. Describe the evolution of enterprise resource planning system. Reference Key: •reduces advertising costs •makes it easier to target specific customers by focusing on their needs •makes it easier to track the effectiveness of a given campaign •allows organizations to compete for customers based on service, not prices •prevents overspending on low-value clients or understanding on high- value ones •speeds