锘??xml version="1.0" encoding="utf-8" standalone="yes"?>
CRM 鍗沖鎴峰叧緋葷鐞嗭紝鏄嫳鏂?/span> Customer Releationship Management 鐨勭畝縐幫紝榪欎釜鍚嶈瘝璧鋒簮浜?/span> 90 騫翠唬鐨勫浗澶栵紝榪欎簺騫存垚涓哄浗鍐呭嫻佽璇嶈銆傜畝鍗曠殑瀹氫箟錛?/span> CRM 灝辨槸涓涓幏鍙栵紝淇濇寔鍜屽鍔犲彲鑾峰埄瀹㈡埛鐨勮繃紼嬨?/span>
CRM 鏄竴縐嶇粡钀ョ悊蹇碉紝濂圭殑鏍稿績鏄互瀹㈡埛涓轟腑蹇冦?/span> CRM 鐨勪笁涓富瑕佹柟闈㈡槸錛氶攢鍞佸競鍦鴻惀閿鍜屽鎴鋒湇鍔★紝榪欎笁涓富瑕佹柟闈㈠拰浠ュ鎴蜂負涓績鐨勭悊蹇墊槸绱у瘑鐩稿叧鐨勶紝浣嗘槸 CRM 涓嶆槸鏈烘鐨勩佸绔嬬殑浠呬粎灞闄愪簬榪欎笁涓柟闈紝濂瑰悓鏃舵兜鐩栧叾瀹冪浉鍏崇殑鍐呭錛屽茍鏈夋満鐨勮瀺鍚堜負涓浣撱?/span>
CRM 鐨勬牳蹇冨唴瀹逛富瑕佹槸閫氳繃涓嶆柇鐨勬敼鍠勪笌綆$悊浼佷笟閿鍞佽惀閿銆佸鎴鋒湇鍔″拰鏀寔絳変簬瀹㈡埛鍏崇郴鏈夊叧鐨勪笟鍔℃祦紼嬪茍鎻愰珮鍚勪釜鐜妭鐨勮嚜鍔ㄥ寲紼嬪害錛屼粠鑰岀緝鐭攢鍞懆鏈熴侀檷浣庨攢鍞垚鏈佹墿澶ч攢鍞噺銆佸鍔犳敹鍏ヤ笌鐩堝埄銆佹姠鍗犳洿澶氬競鍦轟喚棰濄佸姹傛柊鐨勫競鍦烘満浼氥侀攢鍞笭閬擄紝鏈緇堟彁楂樹紒涓氱殑鏍稿績绔炰簤鍔涳紝浣垮緱浼佷笟鍦ㄥ綋鍓嶇殑绔炰簤涓珛浜庝笉璐ヤ箣鍦?/span>
2. 瀹㈡埛銆佸叧緋誨拰綆$悊
瀹㈡埛錛?/span> Customer 錛夛細 瀹㈡埛鍖呮嫭鐜版湁瀹㈡埛錛屽嵆榪囧幓鎴栬呮鍦ㄥ拰浣犺繘琛屼氦鏄撶殑瀹㈡埛銆傚悓鏃朵篃鍖呮嫭娼滃湪瀹㈡埛錛岀幇鍦ㄨ繕娌℃湁錛屼絾浠婂悗鏈夊彲鑳藉悓浣犺繘琛屼氦鏄撶殑瀹㈡埛銆傝繖浜涘鎴瘋繕鍙兘鍖呮嫭涓浜涘悎浣滀紮浼淬佷唬鐞嗗晢銆佸垎閿鍟嗐佹彁渚涘晢絳夈?/span>
鍏崇郴錛?/span> Releationship 錛夛細 CRM 涓殑鍏崇郴鍙綊綰充負浠ヤ笅鍑犵偣錛?/span>
銆銆 1 ) 鍏崇郴鏈変竴涓敓鍛藉懆鏈燂細鍏崇郴寤虹珛銆佸叧緋誨彂灞曘佸叧緋葷淮鎸佷互鍙婂叧緋葷牬瑁傚懆鏈熴?/span>
銆銆 2 ) 浼佷笟鍦ㄥ姞寮轟笌瀹㈡埛鐨勫叧緋繪椂錛屼笉瑕佸彧鑰冭檻琛屼負鐗規(guī)э紙鐗╄川鍥犵礌錛夛紝榪樿鑰冭檻鍙︿竴涓柟闈紝鍗沖鎴風(fēng)殑鎰熻絳夐潪鐗╄川鐨勬儏鎰熷洜绱狅紝鍦ㄥ浠婁拱鏂瑰競鍦虹幆澧冧笅錛岃繖涓鐐規(guī)洿涓嶅琚拷瑙嗐?/span>
銆銆 3 ) 聽 鍏崇郴鏈夋椂闂磋法搴︼紝濂界殑鎰熻闇瑕佹參鎱㈠煿鍏誨拰縐瘡銆?/span>
銆銆 4 ) 鍏崇郴寤虹珛闃舵錛屼綔涓衡樿拷姹傛柟鈥欑殑浼佷笟錛屽嵆瑕佹眰寤虹珛鍏崇郴鐨勪竴鏂癸紝浠樺嚭鐨勬瘮杈冨銆傚叧緋葷ǔ瀹氬悗浼佷笟鎵嶅紑濮嬭幏寰楀洖鎶ワ紝浣嗘槸錛屽湪榪欎釜闃舵錛屼紒涓氭渶瀹規(guī)槗鎳堟狅紝涓浣嶅ぇ鍔熷憡鎴愶紝鑰屾垨鐣ヤ簡緇存寔鍏崇郴鐨勫繀瑕併?/span>
銆銆 5 ) 濡備粖鏄緵榪囦簬姹傜殑涔版柟甯傚満錛屼綔涓衡樿榪芥眰鑰呪欑殑瀹㈡埛涓鑸槸姣旇緝鎸戝墧鐨勶紝鍙鎰熻涓嶅ソ錛屽彲鑳藉鑷村鎴峰拰甯傚満嫻佸け銆?/span>
綆$悊錛?/span> Management 錛夛細鍦?/span> CRM 涓殑 'M' 錛岀炕璇戞垚鈥樼粡钀ャ佺淮鎶も欏彲鑳芥洿鍔犲悎閫傘傜鐞嗙殑瀵硅薄灝辨槸鈥樺鎴峰叧緋燴欙紝涔熷氨鏄瀹㈡埛鍏崇郴鐨勭敓鍛藉懆鏈熺Н鏋佺殑浠嬪叆鍜屾帶鍒躲傜鐞嗙殑鐩殑鏄負浜嗚兘澶熸渶澶ч檺搴︾殑浣垮緱浼佷笟鑾峰埄銆?/span>
3.CRM 緋葷粺寰楀熀鏈瀯鎴?/span>
聽
涓涓疄闄呯殑 CRM 緋葷粺鏄叿鏈夊瀹㈡埛鍚勬柟闈俊鎭繘琛岃緇嗙鐞嗐佸垎綾匯佺粺璁$瓑鍔熻兘鐨勫鏉傜郴緇燂紝涓鑸敱澶氫釜瀛愮郴緇熺粍鎴愩?/span>
涓鑸?/span> CRM 杞歡鐨勫熀鏈姛鑳藉寘鎷?/span> 瀹㈡埛綆$悊銆佽仈緋諱漢綆$悊銆佹椂闂寸鐞嗐佹綔鍦ㄥ鎴風(fēng)鐞嗐侀攢鍞鐞嗐佽惀閿綆$悊銆佺數(shù)璇濊惀閿銆佸鎴瘋惀閿絳夛紝鏈夌殑杞歡榪樺寘鎷懠鍙腑蹇冿紝鍚堜綔浼欎即鍏崇郴綆$悊錛屽晢涓氭櫤鑳斤紝鐭ヨ瘑綆$悊錛岀數(shù)瀛愬晢鍔$瓑銆?/span>
聽聽聽聽聽 1錛?/span> 瀹㈡埛綆$悊錛氬浼佷笟鐨勫鎴瘋祫婧愯繘琛岀鐞嗐傚寘鎷熀鏈俊鎭鐞嗐佹椿鍔ㄧ鐞嗐佽鍗曠鐞嗐佸悎鍚岀鐞嗙瓑銆?/span>
聽聽聽聽聽 4 錛夋綔鍦ㄥ鎴風(fēng)鐞嗭細 鍔熻兘鍖呮嫭涓氬姟綰跨儲鐨勮褰曘佸崌綰у拰鍒嗛厤錛岄攢鍞満浼氱殑鍗囩駭鍜屽垎閰嶏紝
娼滃湪瀹㈡埛鐨勮窡韙瓑銆?/font>
聽聽聽聽 5 錛夐攢鍞鐞嗭細鍔熻兘鍖呮嫭緇勭粐鍜屾祻瑙堥攢鍞俊鎭紙濡傚鎴鳳紝涓氬姟鎻忚堪錛岃仈緋諱漢錛屾椂闂達紝閿鍞樁孌碉紝涓氬姟棰濓紝鍙兘緇撴潫鐨勬椂闂寸瓑錛夛紱浜х敓鍚勯攢鍞笟鍔$殑闃舵鎶ュ憡錛屽茍緇欏嚭涓氬姟鎵澶勭殑闃舵錛岃繕闇鐨勬椂闂達紝鎴愬姛鐨勫彲鑳芥э紝鍘嗗彶閿鍞姸鍐佃瘎浠風(fēng)瓑淇℃伅錛涘鍦板煙錛堢渷甯傦紝閭紪錛屽湴鍖猴紝琛屼笟錛岀浉鍏沖鎴鳳紝鑱旂郴浜虹瓑錛夎繘琛岀淮鎶わ紱
聽聽聽聽 6 錛夎惀閿綆$悊錛氬姛鑳藉寘鎷環(huán)浜у搧鍜屼環(huán)鏍奸厤緗櫒錛氬湪榪涜閿鍞椿鍔紙濡傚箍鍛婏紝閭歡錛岀爺璁ㄤ細錛岀綉绔欍傚睍瑙堜細絳夛級鏃訛紝鑳藉鑾峰緱棰勫厛璁㈠埗鐨勪俊鎭敮鎸?/span> ; 鎶婇攢鍞椿鍔ㄥ拰涓氬姟錛屽鎴鳳紝鑱旂郴浜哄緩绔嬪叧鑱旓紱鏄劇ず浠誨姟瀹屾垚榪涘害錛涜窡韙壒瀹氫簨浠訛紱