《客户关系》PPT课件.ppt

《《客户关系》PPT课件.ppt》由会员分享，可在线阅读，更多相关《《客户关系》PPT课件.ppt（11页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、Customer Relations -客户关系 NO.302uPro-active customer care：积极主：积极主动的客户服务动的客户服务Anticipating and meeting customer needs at critical points of the customer life-cycle.uFollow-up：后续服务工作：后续服务工作The process or act of returning a customers call on an issue or executing a task to address a customers concern.3u

2、Feedback：反馈意见：反馈意见The process of giving and receiving input in the form of comments,opinions,observations,and analysis to either validate or invalidate the customer service system.uCustomer touch-points：关注客户的情感：关注客户的情感点点Specific actions that are carried out at measurable intervals during a customer

3、life-cycle.4uCustomer loyalty：客户忠实度：客户忠实度Condition where a customer,because of favorable experiences with a product,service,or company,voluntarily and gladly chooses to remain a loyal consumer of that product,service,or company.uValue proposition：增值建议：增值建议The characteristic of enhancing the desirabi

4、lity of a product,service,or brand identity by adding further intrinsic value to the existing package.5uTracking&learning：追踪与总结：追踪与总结Process of measuring the entire customer-care life-cycle and system including all its critical waypoints,to modify,improve,or remove any touch points necessary to impr

5、ove the process even further.uBest practices/World-class practices：最佳方案最佳方案/世界一级方案世界一级方案These are practices or ways of meeting or exceeding customers expectations,which have evolved to such a high standard that no immediate changes need to be made to the process or system.6UsageuFollowing are some u

6、sage examples for terms associated with customer relations:（以下是一些客户关系相关的术语范例：）uLets be more pro-active with our customers.I want them to know we value their business,especially repeat business.Set up a reward system for that.7uHas the follow-up to that customers complaint been done yet?uI want you t

7、o include a self-addressed,postage-paid feedback from all of our products.uOur customer touch-point intervals are too long.Lets shorten them all by a week.8uThis companys business foundation was built on customer loyalty.Set up a new call center in the mid-west to give them better service there.uI w

8、ant to give our customers a value proposition they cant refuse.Give them a 10%discount if they renew their subscriptions with us at least 1 month before the old one expires.9uLets increase the scope of our tracking process to learn if we can improve on our customer care.uWe dont need to change our c

9、ustomer service system right now.the trade magazine says we have a world-class practice.10SummaryuIf a company values its customers and their business,its worth it to give them some attention.As long as customers feel that they are being treated fairly and that the company has their best interests in mind,theyll probably keep coming back.In the long run,fostering customer loyalty usually pays rich dividends.11u一家公司如果认为其客户及双方的业务往来很重要，就必须给予足够的关注。只要顾客感觉到他们受到礼遇，而且该公司也以最好的服务保障他们的利益，他们还会来光顾。就长远来考虑，培养顾客的忠实度具有很好的回报率