TheCustomerRelationshipRevolution—,,SeniorVicePresidenteLoyalty©,Suite1500,Chicago,Illinois60601TableofContentsOverview1HowLoyaltyAffectsCustomerBehavior5Relationship:Equity,plexity:TheeLoyaltyEnterpriseCustomerManagementMethodology13Assessment13Strategy&Vision14CustomerStrategy15BusinessCase15ECMVisionandSolutionsArchitecture15Benchmarking16GapAnalysis16SolutionDeployment16Conclusion18TheCustomerRelationshipRevolution—AMethodologyforCreatingGoldenCustomersOverviewCustomersareyourmostvaluableassetsToday,-executedcustomerrelationshipstrategycanresultinanumberofquantitativebenefitsincludinggreaterabilitytoup-sellandcross-sell,,panieswillalsodevelopreferencablecustomers,ivenessandcreaterelationshipequity,,:•aniza-tions’customersegmentprofile;•Modelingthecurrentandpotentialvalueofeachsegment;•Creatingproactivestrategiesandoperationalplans,orbusinessrules,whichwillsupportthedesiredexperienceforthecustomer,startingwiththehighestvaluecustomers;•anization,processes,’suniqueskills,knowledgeandexperiences,wehavedevelopedanEnterpriseCustomerManagement(ECM),dedicationtoalong-termprocess,andastep-by-stepmethodologyforcreatingthevision,designingthesolution,thenimplementingandsupport-,maybeitsbecausetheyare!-
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