Operational CRM[运营型顾客关系管理]

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通过呼叫中心、网站、直销、传销等形式与顾客实现互动。 运营型CRM解析。

目录

  1. 摘要
  2. 论坛
  3. 最佳实践
  4. Expert Tips
  5. 相关资料
  6. 打印

什么是运营型CRM 释义

运营型顾客关系管理(Operational CRM)是顾客关系管理的一个分支,主要是指通过呼叫中心、网站、直销、传销等形式与顾客实现互动。 运营型CRM为前台业务流程提供支持,诸如销售、市场及客服等。 与顾客的每一次交互过程都会被存入客户数据库, 这些顾客信息在日后可以根据需要被方便地调用。 因此,即便不是最初与该顾客打交道的员工(尤其是在那些采取多渠道营销方式的公司内),他们也可以接触和处理该顾客的业务,而不必反复问及顾客的个人信息数据。


运营型CRM的运用。 应用


运营型CRM - CMAT模型

运营型CRM的步骤。 流程

运营型CRM涉及到一个交互循环(Contact Cycle的问题。 这个交互循环的起点是发现新的客户关系,然后对其进行转换,做出欢迎,直至发生第一笔订单。 当客户关系确定之后,进一步发掘该关系的价值。 在此过程中,要对顾客的任何不满和问题进行及时处置,如有必要,采取赢回(Winback)行动。比较:顾客管理活动模型(Customer Management Activity model, CMAT™),参见上图。


顾客满意程度评估。

对于服务性行业来说,有两种方法可以用来评估顾客的满意程度,即顾客满意度模型SERVQUAL法


运营型CRM论坛
  Motivating Call Center Workers
Do call center knowledge workers have to be micro managed as most are on an hourly or semi hourly basis, or is there a more effective method of motivating with almost total self management which includes adherence to measurements and performance metr...
     
 
  What is collaborative customer relationship management?
What is collaborative customer relationship management?...
     
 
  Starting a Call Center with Small Finance
Is it possible to start a call center business while having only small finance? How?...
     
 

运营型CRM 小组


小组

运营型CRM 培训|活动


搜索培训、会议及活动项目


最佳实践 - 运营型CRM 高级帐户

Expert Tips (ENG) - Operational CRM 高级帐户
 

Operational CRM Activities Go Beyond Selling!

Remember that Operational CRM includes a wide range of activities that are remotely performable, aimed to understand and reach a target market. Such <...
Usage (application)Checklist of Other Operational CRM Activities
 
 
 

What are the Pitfalls of Operational CRM?

Direct marketers and their customers usually enjoy mutually rewarding relationships. Sometimes, however, a darker side of direct marketing emerges: Usage (application)Understanding the CONs of Operational CRM
 
 
 

Understanding Call Center Skills

Telesales people require different skills than direct sales persons. Many people - both buyers and sellers - prefer to have a conversation over the ph...
Usage (application)Psychological Issues and Requirements for Telemarketers
 
 
 

What are the Drivers behind Operational CRM?

In todays business scenario, no matter what industry we consider, people make a broad use of the phone and IT tools for their daily business activity...
Usage (application)Understanding the PROs of Operational CRM
 
 

相关资料 - 运营型CRM 高级帐户
 

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更多

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运营型CRM
     

比较: Customer Relationship Management[顾客关系管理]  |  SERVQUAL[SERVQUAL法]  |  Customer Satisfaction Model[顾客满意度模型]  |  Multi Channel Marketing[多渠道营销]  |  Affiliate Marketing[联盟营销]  |  Direct Marketing[直销]  |  4S Web Marketing Mix[4S网络营销组合]  |  Analytical CRM[分析型顾客关系管理]


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