[精选]经典客户关管理（英文PPT105页）(1).pptx

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1、RolandBerger&PartnerGmbH–InternationalManagementConsultantsBarcelona–Beijing–Berlin–Brussels–Bucharest–Budapest–BuenosAires–Delhi–Detroit–Düsseldorf–Frankfurt–Hamburg–Kiev–KualaLumpur–LisbonLondon–Madrid–Milan–Moscow–Munich–NewYork–Paris–Prague–Riga–Rome–SãoPaulo–Shanghai–Stu

2、ttgart–Tokyo–Vienna–ZurichCustomerRelationshipManagement–Consultingapproach–Munich,June2000Discussion_Paper_SAG.pptThisdocumentwascreatedfortheexclusiveuseofourclients.Itisnotcompleteunlesssupportedbytheunderlyingdetailedanalysesandoralpresentation.Itmustnotbepassedontothirdp

3、artiesexceptwiththeexplicitpriorconsentofRolandBerger&Partners.ContentPageA.Introduction3B.Projectobjectivesandscope12C.Approach16C.1CRMtargetsetting19C.2CRMstrategyandtechnologyconcept34C.3CRMimplementation74D.References77E.Appendix:SupportingtoolstoimplementCRM81E.1TheInter

4、netasasupportingCRMtool82E.2ThecallcenterasasupportingCRMtool93Discussion_Paper_SAG.pptA.IntroductionDiscussion_Paper_SAG.pptTheimportanceofanintegratedCustomerCareapproachreceivesincreasingawarenessattopmanagementlevelallovertheworldSource:ForresterResearch,basis:50Salesmana

5、gersofFortune500companies"Doyouhaveasingle,integratedviewofthecustomertoday?""Howimportantisasingle,integratedviewofthecustomeracrossyourcompany"VeryimportantCriticalSomewhatimportantNotatallimportantYesSomewhatNotreallyNotatallDiscussion_Paper_SAG.pptInthefuture,acompany'

6、svaluewillincreasinglydependonthevalueofitscustomerbaseFactorsinfluencingcorporatevaluationMarketvalueaddedmethodDiscountedcashflowmethodMultiplesmethodCustomerlifetimevaluemethodCustomeracquisi-tioncostmethodIndustrialsocietyInformationsocietyTraditionalindustrialcompanies,

7、e.g.manufacturingindustryServicecompanies,e.g.consultingfirms,softwarecompaniesInternetcompaniesAssetsEmployeebaseCustomerbaseSource:RolandBerger&PartnersDiscussion_Paper_SAG.pptThevalueofthecustomerbaseisdeterminedbythekeyfactorsindividualcustomervalueandsizeofthecustomerb

8、aseValueofcustomerbase–corporatevalueIncreasedcorporatevalueHigher