客户关系管理(ppt 33页)(中英文)

第一节 中国的公司需要更好的客户关系Chinese Companies Need Better Customer Relationships
第二节 忠诚度是建立在客户关系和价值上的Loyalty is Built on Customer Relationships and Value
第三节 创建以客户为中心（导向）的公司所面临的困难Obstacles to Building Customer-Oriented Companies
第四节 客户关系管理在中国所面临的困难Obstacles to CRM in China
第五节 有如此多的公司正在飞速发展Too Many Companies are Running Up Hill!
第六节 案例一   A Scenario
第七节 这是实际的情况吗? Is this a Realistic Scenario?
第八节 “制造与销售”的市场模型的后果      Consequences of the “Make and Sell” Marketing Model
第九节 你能在 CRM上花多少钱?快速评估How Much Can You Spend on CRM? - quick assessment
第十节 通向 CRM的步骤
第十一节 The Steps Towards CRM
第十二节 最好的案例: 哈拉的赌场                   Best Practice Case: Harrah’s Casinos
第十三节 哈拉的客户关系                                         Harrah’s Customer Relationship
第十四节 增加客户关系的价值                                 Increasing the Value of the Customer Relationship
第十五节 品牌忠诚度的价值                   The Value of Brand Loyalty (2)
第十六节 为什么能从忠诚的客户那里挣到较多的利润? Why Loyal Customers are More Profitable
第十七节 由劣质服务导致销售损失的代价                               Cost of Lost Sales Due to Poor Service
第十八节 中国企业策略中的CRM              CRM in Chinese Company Strategy (1)

第一节 中国的公司需要更好的客户关系Chinese Companies Need Better Customer Relationships
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!

 

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