客户关系管理专题讲义(ppt 85页)

客户关系管理专题讲义内容提要：
你能在 CRM上花多少钱?快速评估
How Much Can You Spend on CRM? - quick assessment
花在重获失去的收入上的销售管理时间的价值, +
The value of sales management time spent re-gaining lost 
revenue, +
市场花费开销 X 周转率, +
Marketing expense X turnover rate, +
良好口碑的价值, +
Present value of lost referrals/good word of mouth, +
目标保持力 – 现有保持力
Target retention (in $ of revenue) - Current retention
= 可被重分配给CRM的与收入增长有关的成本
= the costs to your revenue growth that could be re-allocated to CRM
品牌忠诚度的价值：
增加新客户的成本是保持已有客户成本的5倍
Acquiring new customers costs five times more than the cost of maintaining existing customers
一般的企业每年会失去10%的客户
The average company loses 10% of its customers each year
减少 5%的客户丢失率能增加25-85%的利润
A 5% reduction in the customer loss rate can increase profits by 25-85%
客户的利润率是随着客户的成长而成长的
The customer profit rate tends to increase over the life of the retained customer

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