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1、CustomerRelations -客户关系NO.302Pro-activecustomercare：积极主动的客户服务Anticipatingandmeetingcustomerneedsatcriticalpointsofthecustomerlife-cycle.Follow-up：后续服务工作Theprocessoractofreturningacustomer’scallonanissueorexecutingatasktoaddressacustomer’sconcern.3Feed
2、back：反馈意见Theprocessofgivingandreceivinginputintheformofcomments,opinions,observations,andanalysistoeithervalidateorinvalidatethecustomerservicesystem.Customertouch-points：关注客户的情感点Specificactionsthatarecarriedoutatmeasurableintervalsduringacustomerlife
3、-cycle.4Customerloyalty：客户忠实度Conditionwhereacustomer,becauseoffavorableexperienceswithaproduct,service,orcompany,voluntarilyandgladlychoosestoremainaloyalconsumerofthatproduct,service,orcompany.Valueproposition：增值建议Thecharacteristicofenhancingthedesir
4、abilityofaproduct,service,orbrandidentitybyaddingfurtherintrinsicvaluetotheexistingpackage.5Tracking&learning：追踪与总结Processofmeasuringtheentirecustomer-carelife-cycleandsystemincludingallits’criticalwaypoints,tomodify,improve,orremoveanytouchpointsnece
5、ssarytoimprovetheprocessevenfurther.Bestpractices/World-classpractices：最佳方案/世界一级方案Thesearepracticesorwaysofmeetingorexceedingcustomers’expectations,whichhaveevolvedtosuchahighstandardthatnoimmediatechangesneedtobemadetotheprocessorsystem.6UsageFollowi
6、ngaresomeusageexamplesfortermsassociatedwithcustomerrelations:（以下是一些客户关系相关的术语范例：）Let’sbemorepro-activewithourcustomers.Iwantthemtoknowwevaluetheirbusiness,especiallyrepeatbusiness.Setuparewardsystemforthat.7Hasthefollow-uptothatcustomer’scomplaintbeen
7、doneyet?Iwantyoutoincludeaself-addressed,postage-paidfeedbackfromallofourproducts.Ourcustomertouch-pointintervalsaretoolong.Let’sshortenthemallbyaweek.8Thiscompany’sbusinessfoundationwasbuiltoncustomerloyalty.Setupanewcallcenterinthemid-westtogivethem
8、betterservicethere.Iwanttogiveourcustomersavaluepropositiontheycan’trefuse.Givethema10%discountiftheyrenewtheirsubscriptionswithusatleast1monthbeforetheoldoneexpires.9Let’sincreasethescopeofourtrackingprocesstolearnifwecanimproveonourcustomerc
