CRM客户关系管理讲义.pptVIP

第一页，共三十四页。 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! 中国的公司需要更好的客户关系 Chinese Companies Need Better Customer Relationships 第二页，共三十四页。 忠诚度是建立在客户关系和价值上的 Loyalty is Built on Customer Relationships and Value Customer relationship management (CRM) 集成的数据库，这种数据库能跨公司和渠道，对客户形成单一、一致的评估分析 Integrated databases that create a single, uni