3C迷你白皮书(pdf 35页)(英文)

3C (China Customer Care) is a structured CRM method which helps companies to implement and profit from CRM without increasing marketing and sales budgets. Jointly developed by Customer Marketing Institute (Netherlands-based) and GreaterChinaCRM (Shanghai-based), 3C is based on the backbones of Customer Marketing funded by the European Community in 1997, tailor for China market. It uses process control techniques to measure, manage and improve customer performance and customer focus in order to retain and to maximize customer lifetime value. It has been proven in practice at hundreds of companies including business units of Xerox, DHL, Kimberly-Clark, ING Bank, Philips, Merck, Apple Computer, IBM and Volkswagen, with publications in 10 countries including China.
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