客户关心管理12章 .pptxVIP

;客户关系管理; 关于期末总评成绩;平时成绩占总评成绩的30％;许多行业发展缓慢 Growth is slowing down in many industries 竞争加剧 Competition is increasing 价格战 Price wars 储蓄率增长和需求疲软 Increasing savings rate and slack demand 公司发展战略必须包括客户关系：忠诚度和保持力 Company growth strategies must include customer relationships - loyalty and retention! ;忠诚度是建立在客户关系和价值上的 Loyalty is Built on Customer Relationships and Value ;创建以客户为中心（导向）的公司所面临的困难 Obstacles to Building Customer-Oriented Companies ;一方面，客户关系被视为当期费用，另一方面，其回报难以衡量计算 Returns are difficult to measure, while CRM is accounted a current expense 中间商缺