如何有效地运用CRMppt课件

如何有效地运用CRM提升企业的利润和竞争优势,1,PARTI,2,Whycompaniesfailincapital-intensiveCRMinvestments?,“为什么许多公司在CRM上的巨大投资会失败”,3,Summer2001盖洛普的调查表明,让客户高兴的关键不是价格或者产品Keytowooingcustomersisnotprice,orproduct而是情感!Itsemotion!,4,一个结果:客户紧紧地跟随你CustomerEngagement,3个效果Effects8个因素Factors3个策略Strategies,5,情感依附EmotionalAttachment,认同Realized再购买Repurchase推荐Recommend,6,信心CONFIDENCE,XXX是我可以信赖的品牌XXXisanameIcanalwaystrust,7,信心CONFIDENCE,XXX总是实现他们的承诺XXXalwaysdeliversonwhatarepromised,8,诚信INTEGRITY,XXX总是公平地对待我XXXalwaystreatsmefairly,9,诚信INTEGRITY,如果有问题出现,XXX总能解决Ifaproblemarises,XXXwillresolveit,10,骄傲PRIDE,我为自己是XXX的客户而骄傲IfeelproudtobeXXXcustomer,11,骄傲PRIDE,XXX总是让我感受到尊重XXXalwaystreatmewithrespect,12,激情PASSION,XXX是最适合我的XXXisperfectforme,13,激情PASSION,我不能想象没有XXX的世界IcannotimagineaworldwithoutXXX,14,策略STRATEGY,完美无暇Flawless大使Ambassadors转变Turn,15,完美无暇FLAWLESS,零缺陷Zerodefects零延迟Zerodelay零错误Zeroerror,16,大使AMBASSADORS,超级CRM的体验UltraCRMExperience,17,转变TURN,糟糕转变为美好Awfultowonderful,18,用非平凡的方式做平凡的事情DoTheOrdinary,EXTRA-ORDINARY,19,只有优秀的人才能使不理想的产品变得更好OnlySuperiorPeopleCanMakeInferiorProductBETTER,20,使CRM的投资回报率最大化MAXIMIZINGCRMROI,目标,策略,技能BusinessObjectives,Strategy,Skills,21,使CRM的投资回报率最大化MAXIMIZINGCRMROI,客户满意度CustomerSatisfactionIndex,22,使CRM的投资回报率最大化MAXIMIZINGCRMROI,一对多的培训1-To-ManyTraining,23,使CRM的投资回报率最大化MAXIMIZINGCRMROI,个人改进计划PersonalImprovementPlan,24,使CRM的投资回报率最大化MAXIMIZINGCRMROI,一对一的在职培训1-To-1On-The-JobCoaching,25,使CRM的投资回报率最大化MAXIMIZINGCRMROI,监督,分享,改进Monitoring,Sharing,Improving,26,QUESTIONS?,27,PART,28,高品质的服务靠什么？,礼貌和微笑,29,服务来自“哪里”,30,超越服务的秘诀,31,没有服务不了的顾客,32,接触并不代表沟通,33,你可以改变命运,34,顾客受你感染,35,关注结果,36,付助于行动,37,什么最重要,38,倾听,3