Customer Relationship management

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1、CustomerRelationshipManagementCustomerRelationshipManagement1CRMChecklist9CRMandtheCustomerLifeCycle3Resources12BuildingCRMintoYourE-Business6CustomerRelationshipManagement1CustomerRelationshipManagement2CustomerRelationshipManagementUsingtheInternetande-businesstoprovideproductsan

2、dservicesandinformationtocustomersrequirethatyoureallyknowandunderstandyourcustomers’needs.Whencustomerscontactyourtraditionalbusinessbyvisitingthestoreorofficeorcontactingsomeonepersonallybyphone,youhavetheopportunitytoheartheirquestionsandoffersolutionsbasedonpersonalcommunicatio

3、n.Iftheyhaveamisunderstandingaboutyourproductorasalesobjectionyoucandealwithitimmediately.Whenpeoplevisityouronlinebusinessatyourwebsite,youwillnotevenknowtheyarethere.Youdonothavetheopportunitytoaskoranswerquestions.Itisthereforevitallyimportantthatyouanticipatetheirquestionsandco

4、ncernsandprovidetheneededinformationinawaythatmakesiteasyforthemtofullyunderstandyouroffering.CustomerRelationshipManagement(CRM)isawaytogetthemaximumvaluefromyoure-businessinvestment.WhatisCRM?CRMisthebroadcategoryofconcepts,tools,andprocessesthatallowsanorganizationtounderstandan

5、dserveeveryonewithwhomitcomesintocontact.CRMisaboutgatheringinformationthatisusedtoservecustomers—basicinformation,suchasname,address,meetingandpurchasehistory,andserviceandsupportcontacts.Inasupplierrelationshipitmightbeprocurementhistory,termsandconditions,orcontactinformation.Th

6、isinformationisthenusedtobetterservetheclients.Whoisthe“C”inCRM?ForthepurposesofdiscussingCRM,weneedtothinkofthe“customer”inthebroadestsense.Ourdefinitionneedstoincludesuppliers,partners,investors,employees,andotherswedealwithinourdefinition.Eachofthesegroupshasspecificanduniquereq

7、uirementswhendealingwithyourorganization.Customersneedtobeabletofindoutaboutyourproductsandservicesandbeabletomakepurchases.Youneedtotrackeachcustomer’sactivityinordertomakeoffersofcomplimentaryproductsandnewproductsthatyoumayprovide.Keepinginmindthateightypercentofyourbusinesswill

8、comefromtwentypercentofyou