Operational CRM[运营型顾客关系管理]

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总结

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


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论坛

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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 m (...)
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4条评论
What is collaborative customer relationship management?
What is collaborative customer relationship management? (...)
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Starting a Call Center with Small Finance
Is it possible to start a call center business while having only small finance? How? (...)
4
 

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关于运营型CRM的最高评价的讨论主题。在这里你会找到最有价值的思路和切实可行的建议。


专家提示

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关于Operational CRM(英语)的高级见解。在这里,您将找到专家的专业建议。


Operational CRM Activities Go Beyond Selling!

Checklist of Other Operational CRM Activities
Remember that Operational CRM includes a wide range of activities that are remotely performable, aimed to understand and (...)

What are the Pitfalls of Operational CRM?

Understanding the CONs of Operational CRM
Direct marketers and their customers usually enjoy mutually rewarding relationships. Sometimes, however, a darker side o (...)

Understanding Call Center Skills

Psychological Issues and Requirements for Telemarketers
Telesales people require different skills than direct sales persons. Many people - both buyers and sellers - prefer to h (...)

What are the Drivers behind Operational CRM?

Understanding the PROs of Operational CRM
In todays business scenario, no matter what industry we consider, people make a broad use of the phone and IT tools for (...)
信息来源

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有关运营型CRM的各种信息来源。在这里,您将找到Powerpoint,视频,新闻等可用于您自己的讲座和讲习班。


How to Deliver Exceptional Customer Service and Client Satisfaction

Customer Experience Management, Customer Satisfaction, Customer Service, CRM
This presentation elaborates briefly on customer service delivery for customer experience management. The presentation i (...)

Speech Kotler on Internet Marketing

Initial Understanding of Internet Marketing, Trainings, Workshops
Philip Kotler explains some conditions and gives some tips on internet marketing. - Have a good Website. Including what (...)

Marketing Knowledge Management in Strategic Adoption of CRM Solutions

Knowledge Management, CRM, Marketing, User Innovation
IT (network technologies and local databases) have provided new tools to better perform the activity of using (codify a (...)

Operational CRM Diagram

Operational CRM
Download and edit this 12manage PowerPoint graphic for limited personal, educational and business use. Republishing in (...)

研究链接

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新闻 视频 简报 书比人好 更多

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视频

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书比人好

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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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