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ARTICLES

 
 
Date : 27 August 2007
Subject : CRM & Customer Experience
Source : BrandAge (http://www.brandage.com/issue/edn_detail.asp?id=939)
Title : ????? CRM ???? ??????????????????????????????????

??????? CRM ?????????????????????????????????????????? ??? ?????????????????????????????? ??????? ????????????????? (Double Standard) ??????????? ?????????????????????????????? ????????????????????????????????????????????? (Management Customer Mix) ???????????????????????????????????? ????????????????????????????????????? ???????????????????????????????? ??????? ?????????

??????????? ?????? CRM ??????????????????????????????? ??????????????????????????????????????????????????? ???????????? ??????????????????????????????????????????????????????????????? ????????????? 4 ????? ??? IDIC ?????????????????????????????????? ??????? CRM ???

1. Identify ?????????????????????????????? ??????????????? ? ????????????????????????????????????? ?????????????????????? ???????????????????????????????? ??????????????? ??????????????????????????? ??????????????????????????? ???????????? ??????????? ?????????? ??????????????????????????????????????? ?????????????????????????? ???????? Cost Per Service ???

2. Differentiate ?????????????? ??????????????? ??????????????????????????????? ???????????????????????????? ?????????????????????????????????? ?????????? ?????????????????????????????????????? ????????????????? ?????????????????????????????????????????????????

3. Interact ???????????????????? ?????????????????????????????? ????????????????????????????????????? ??????????????????????????? ????????????? ?????????????????? ???????????????????????????????????????????????????? ???????????????????????????? ???????????????????????????????? ????????????????????????????????? Data Warehouse ?????? ????????????????????????????????????

4.Customization ??????????????????????????????? ????????????????????????????????????????????????????????????????????????????????????????? ???????????????????????????????????????? ?????????????????????????????????????????????????????????????????????????????? ??????????????????????????????????

???????? ???? Dell Computer ?????????????????????????????????? ??? ??????? Website ??????????????????????????????????????????????? ???????????????????????????????????????????????? ???????????????????????????? ???????????????????????????????? ????? Main Board ????????? ???? Harddisk ?????????? ???????????????? Dell Computer ???????????????? ???????????????????????????????????????????????????????????????????????????????? 3-5 ???
 

Sage CRM

 
????? Relationship Marketing ???? CRM ???????????????????????????????????????????????????????? ????????????????????????????????????????? ??????????????????????????????? ???????????????????????????????????????? ???????????????????? ???????????????????????????????????????? ( Mass Customization )

?????? CRM ?????????????????????????????????????????????? (Optimize the Profit) ???????????????????????????????????? ??????????????????????????????? ???????????????? ??????????????????????????????????????? 2 ??? ???

???????? 1 ????????????????? ???????? 2 ????????????????????????????? 1 ????

?????????????????????? ????????????????????????????????? ???????????? ????????????? ???????????????? ???????????????????????????????????????????

CRM ????????????????????????????

???????????????????????????? ??????????????????????????????????????????????????????????? ??????????????????????????????? ????????????????????????????????????????????????????????????? ??????????????????????????????????????????????????????????? ?????????????????????????????????????????????? ??????????????????????? ?????????????????????????????????????????????

??????????????????? ???????????????????????? ?????????????????????????????

???????? Up Sale ???? ??????????????????????????????????????????????????????????????? ????????????????????????????????????????????????? ??????? Up Sale ??????????

???????? Cross Sale ???? ?????????????????????? ???????????????????????????? ??????????????????? ?????? ?????????????? ????????????????????????????? ??? ?????????? ????????????????????????

???????????????????????????? (Word of Mouth) ??????? ????????????????????????? ??????????????????????????????????????????????????? ??????????????????????????? ???????????????????????? ??????????????????? ????????????????????????????????

??????????????????????????????????????? ???????????????????????????????????? ????????? CRM ???? Customer Relationship Marketing ??????????????????? ?????????????? ??????????????????????????????????????? ????????????????????????????????? ??????????????????? ?????????????? 100 ??? ??????????? 50 ?????????? ???????????? ???????????? 40 ???????????????????? ????? 3 ??? ????????????????????? 40-50 ???????????????? ???????????????????????? ?????????????????? CRM
 

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