经典客户关管理英文 .ppt

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1、RolandBerger&PartnerGmbH–InternationalManagementConsultantsBarcelona–Beijing–Berlin–Brussels–Bucharest–Budapest–BuenosAires–Delhi–Detroit–Düsseldorf–Frankfurt–Hamburg–Kiev–KualaLumpur–LisbonLondon–Madrid–Milan–Moscow–Munich–NewYork–Paris–Prague–Riga–R

2、ome–SãoPaulo–Shanghai–Stuttgart–Tokyo–Vienna–ZurichCustomerRelationshipManagement–Consultingapproach–Munich,June2000Discussion_Paper_SAG.pptThisdocumentwascreatedfortheexclusiveuseofourclients.Itisnotcompleteunlesssupportedbytheunderlyingdetailedanaly

3、sesandoralpresentation.ItmustnotbepassedontothirdpartiesexceptwiththeexplicitpriorconsentofRolandBerger&Partners.ContentPageA.Introduction3B.Projectobjectivesandscope12C.Approach16C.1CRMtargetsetting19C.2CRMstrategyandtechnologyconcept34C.3CRMimplemen

4、tation74D.References77E.Appendix:SupportingtoolstoimplementCRM81E.1TheInternetasasupportingCRMtool82E.2ThecallcenterasasupportingCRMtool93Discussion_Paper_SAG.pptA.IntroductionDiscussion_Paper_SAG.pptTheimportanceofanintegratedCustomerCareapproachrece

5、ivesincreasingawarenessattopmanagementlevelallovertheworldSource:ForresterResearch,basis:50SalesmanagersofFortune500companies"Doyouhaveasingle,integratedviewofthecustomertoday?""Howimportantisasingle,integratedviewofthecustomeracrossyourcompany"Veryi

6、mportantCriticalSomewhatimportantNotatallimportantYesSomewhatNotreallyNotatallDiscussion_Paper_SAG.pptInthefuture,acompany'svaluewillincreasinglydependonthevalueofitscustomerbaseFactorsinfluencingcorporatevaluationMarketvalueaddedmethodDiscountedcash

7、flowmethodMultiplesmethodCustomerlifetimevaluemethodCustomeracquisi-tioncostmethodIndustrialsocietyInformationsocietyTraditionalindustrialcompanies,e.g.manufacturingindustryServicecompanies,e.g.consultingfirms,softwarecompaniesInternetcompaniesAsset

8、sEmployeebaseCustomerbaseSource:RolandBerger&PartnersDiscussion_Paper_SAG.pptThevalueofthecustomerbaseisdeterminedbythekeyfactorsindividualcustomervalueandsizeofthecustomerbaseValueofcustomerbase–corporatevalueIncreasedcorporatevalueHigherc