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客户沟通管理,新的关注点

作者:电力变压器厂  发布日期:2019-03-16  

客户沟通管理,新的关注点
       您是否曾经花很长时间给客服中心打电话,但却发现它不能将您的详细信息从上一次的接线员传递到这一次的接线员那里,或者呼叫中心不能看到您发送的文件?您是否收到过只有产品的常规说明而没有任何其他相关信息的信函?即使您是公司的忠诚消费客户,对公司非常宝贵,您是否也经常会收到不友好的催款通知单,而其实您只是一时疏忽没有按时付款?恐怕我们经常会面对这样的情况。

    QINGKANYINGBIDELINGYIMIAN,RUGUOYIGEZUZHIJIGOUZAILEJIEWOMENSHISHEI、WOMENDEJIAZHISHISHENME、WOMENKENENGDUISHENMEGANXINGQU,YIJIWOMENCHENGWEITAMENDEKEHUYOUDUOZHANGSHIJIANDENGXINXIFANGMIANJINXINGLETOURU,BINGWEIWOMENTIGONGLIANGHAODEKEHUTIYAN,WOMENNANDAOBUHUIDUIZHEIGEJIGOUYINXIANGSHENKEMA?XINGYUNDESHI,YUELAIYUEDUODEGONGSIHEGONGGONGSHIYEDANWEIKAISHIZHUYIZHEIGEWENTI。

    ZHENGRUDavidReedHEQUANQIUKEHUGOUTONGGUANLILINGYUQUANWEIMEIGUOBINENGBAOGONGTONGCHUBANDEKEHUGOUTONGGUANLIBAIPISHU《KEHUGOUTONGGUANLI,XINDEGUANZHUDIAN》YISHUZHONGSUOCHANMINGDE,GUANYURENDEXINXIZHENGBIANDEXIQUEQIE(YINER)BAOGUI。YOUYUYINGDEXINKEHUBIANDEKUNNAN,QIYEBUDEBUJIANGZHUYILIZHUANXIANGWANLIUHESHENWAYIYOUDEKEHU。

    TONGGUOCRMXITONGJINXINGDEFUZAFENXIYIJINGCHENGWEIYIPINGFENGZHEPINGSAIDEMEIJIU——CHONGMANGEZHONGMEIHAODEKENENGXING,DANSHIBINGMEIYOUZHANSHICHURENMENYUQIDELINGRENXINGFENDEXIAOGUO。DUONIANLAI,RENMENJIANGZHEIXIEKANQILAIHENYOUDAOLIDEZHANLVEHESHICHANGXIFENFUZHUSHIJIAN——TONGGUOXIANZAIWOMENSUOYOUDEGOUTONGQUDAO,QUESHIKEHUGUANXIGUANLIGUOCHENGZAOSHOUDAOCUOZHE。KEHUGOUTONGGUANLIJIUSHIKAIPINGQI——JIANGGEZHONGKEHUGUANXIGUANLIDESHEXIANGBIANCHENGKEYISHISHIDEXIANSHI。

    MEIGUOBINENGBAO,ZAIFAHUIKEHUGOUTONGGUANLIDEGONGNENGFANGMIANBANYANLEZHONGYAOJIAOSE——CHENGWEILEZHANLVEHEJUTISHISHICUOSHI、HEXIANSHIGOUTONG、GONGYINGSHANGHEKEHUZHIJIANDEQIAOLIANG。ZAIMEIGUO90%YISHANGDECAIFU500QIANGQIYE、ZHENGFUJIAOYUHEDALIANGZHONGXIAOQIYEZHENGZAISHIYONGBINENGBAODEXILIEJIEJUEFANGANJINXINGCCMDESHISHI。GENJUBINENGBAODEDIAOCHA,ZHEIGEQUANQIUFANWEINEI2500YIMEIYUANDEDASHICHANGZHENGZAIXUNSUFAZHAN。CICI,BINENGBAOJIANGZHEIBENGUOWAI******KEHUGOUTONGGUANLIDIAOYANBAOGAOYINRUZHONGGUO,HEGUONEIDINGJISHICHANGYINGXIAOMEITIGONGTONGHEZUO,XIWANGNINNENGCONGXILIEWENZHANGZHONGZHAODAOSHENCENGCIXINXIHENENGGOUSHIFANGNINDECRMZHANLVEYUXITONGQIANNENGDEYOUYONGXINXI。

    JUZHONGGUOYOUZHENGJISONGLIANGSHUJU,GUONEISHICHANGDESHANGYEXINHANSHULIANGZAI2006NIANYIHOUCHUXIANLEBAOZHASHIZENGZHANG,ZHUNIANBAOCHI24%YISHANGDEFUHENIANZENGZHANG。QIZHONGDEZHUTUILIJIUSHIXINXINGDEGEZHONGZHANGDANHEGUANGGAODM。GENGYOU2003NIANYIHOUTUFEIMENGJINDEWANGSHANGCHAXUN、YOUJIANHEHUJIAOZHONGXINYINGXIAO。XIANZAIWOMENDEKEHUGOUTONGYINGXIAOGANGGANGQIBU,YUANTANBUSHANG1DUI1,DANZAICHAOZHEIGEFANGXIANGKAOJIN。

    TONGYIRANSHILOUDE

    YIGEDIANXINGLIZI——YINXINGXINYONGKA,PIANMIANZHUIQIUFAKALIANGCENGJINGSHIXINYONGKASHICHANGDE“YIJING”,RANERZAIFAXINGLEDALIANGDEXINYONGKAHOU,YINXINGQUEMEIYOUGANSHOUDAOXINYONGKADAILAIDEYUQIXIAOYI;KASHIYONGLVPIANDI,SHUIMIANKAZENGDUO,BUJINZAOCHENGZIYUANDELANGFEI,GENGZHONGYAODESHIYINXINGDEPINPAIXINGXIANGYEDADAZHEKOU。SHISHISHANG,DUIXINYONGKAKEHUERYAN,XINYONGKADETESESHIXIYINKEHUCHUQIBANKADEYUANYIN,RUGUOKEHUZAIBANLIHOUMEIYOUZAISHIYONGCIKA,SHUOMINGKEHUDUIKADEQIWANGZHIYIJINGJIANGDI。

    RUGUOMEIYOUCAIQUCUOSHILAIWANLIUKEHU,KEHULIUSHIDEJILEIXIAOYINGSHIFEICHANGMINGXIANDE,RUTU1SUOSHI。JIADINGMEINIANYOU10%DEGUKEMEIYOUZAIGOUMAI,JINGGUOSHINIANZHIHOU,GONGSIJIANGZHISHENGXIA38%DEYUANYOUKEHU。JISHISHIKEHUBAOLIULVYOUWEIXIAOTIGAO,LIRU5%,YENENGCHANSHENGHENDADEXIAOGUO。

客户沟通管理,新的关注点
http://www.biz.hc360.com2010年03月04日08:26客户世界
    前言

    NINSHIFOUCENGJINGHUAHENZHANGSHIJIANJIKEFUZHONGXINDADIANHUA,DANQUEFAXIANTABUNENGJIANGNINDEXIANGXIXINXICONGSHANGYICIDEJIEXIANYUANCHUANDIDAOZHEIYICIDEJIEXIANYUANNEILI,HUOZHEHUJIAOZHONGXINBUNENGKANDAONINFASONGDEWENJIAN?NINSHIFOUSHOUDAOGUOZHIYOUCHANPINDECHANGGUISHUOMINGERMEIYOURENHEQITAXIANGGUANXINXIDEXINHAN?JISHININSHIGONGSIDEZHONGCHENGXIAOFEIKEHU,DUIGONGSIFEICHANGBAOGUI,NINSHIFOUYEJINGCHANGHUISHOUDAOBUYOUHAODECUIKUANTONGZHIDAN,ERQISHININZHISHIYISHISHUHUMEIYOUANSHIFUKUAN?KONGPAWOMENJINGCHANGHUIMIANDUIZHEIYANGDEQINGKUANG。

    QINGKANYINGBIDELINGYIMIAN,RUGUOYIGEZUZHIJIGOUZAILEJIEWOMENSHISHEI、WOMENDEJIAZHISHISHENME、WOMENKENENGDUISHENMEGANXINGQU,YIJIWOMENCHENGWEITAMENDEKEHUYOUDUOZHANGSHIJIANDENGXINXIFANGMIANJINXINGLETOURU,BINGWEIWOMENTIGONGLIANGHAODEKEHUTIYAN,WOMENNANDAOBUHUIDUIZHEIGEJIGOUYINXIANGSHENKEMA?XINGYUNDESHI,YUELAIYUEDUODEGONGSIHEGONGGONGSHIYEDANWEIKAISHIZHUYIZHEIGEWENTI。

    ZHENGRUDavidReedHEQUANQIUKEHUGOUTONGGUANLILINGYUQUANWEIMEIGUOBINENGBAOGONGTONGCHUBANDEKEHUGOUTONGGUANLIBAIPISHU《KEHUGOUTONGGUANLI,XINDEGUANZHUDIAN》YISHUZHONGSUOCHANMINGDE,GUANYURENDEXINXIZHENGBIANDEXIQUEQIE(YINER)BAOGUI。YOUYUYINGDEXINKEHUBIANDEKUNNAN,QIYEBUDEBUJIANGZHUYILIZHUANXIANGWANLIUHESHENWAYIYOUDEKEHU。

    TONGGUOCRMXITONGJINXINGDEFUZAFENXIYIJINGCHENGWEIYIPINGFENGZHEPINGSAIDEMEIJIU——CHONGMANGEZHONGMEIHAODEKENENGXING,DANSHIBINGMEIYOUZHANSHICHURENMENYUQIDELINGRENXINGFENDEXIAOGUO。DUONIANLAI,RENMENJIANGZHEIXIEKANQILAIHENYOUDAOLIDEZHANLVEHESHICHANGXIFENFUZHUSHIJIAN——TONGGUOXIANZAIWOMENSUOYOUDEGOUTONGQUDAO,QUESHIKEHUGUANXIGUANLIGUOCHENGZAOSHOUDAOCUOZHE。KEHUGOUTONGGUANLIJIUSHIKAIPINGQI——JIANGGEZHONGKEHUGUANXIGUANLIDESHEXIANGBIANCHENGKEYISHISHIDEXIANSHI。

    MEIGUOBINENGBAO,ZAIFAHUIKEHUGOUTONGGUANLIDEGONGNENGFANGMIANBANYANLEZHONGYAOJIAOSE——CHENGWEILEZHANLVEHEJUTISHISHICUOSHI、HEXIANSHIGOUTONG、GONGYINGSHANGHEKEHUZHIJIANDEQIAOLIANG。ZAIMEIGUO90%YISHANGDECAIFU500QIANGQIYE、ZHENGFUJIAOYUHEDALIANGZHONGXIAOQIYEZHENGZAISHIYONGBINENGBAODEXILIEJIEJUEFANGANJINXINGCCMDESHISHI。GENJUBINENGBAODEDIAOCHA,ZHEIGEQUANQIUFANWEINEI2500YIMEIYUANDEDASHICHANGZHENGZAIXUNSUFAZHAN。CICI,BINENGBAOJIANGZHEIBENGUOWAI******KEHUGOUTONGGUANLIDIAOYANBAOGAOYINRUZHONGGUO,HEGUONEIDINGJISHICHANGYINGXIAOMEITIGONGTONGHEZUO,XIWANGNINNENGCONGXILIEWENZHANGZHONGZHAODAOSHENCENGCIXINXIHENENGGOUSHIFANGNINDECRMZHANLVEYUXITONGQIANNENGDEYOUYONGXINXI。

    JUZHONGGUOYOUZHENGJISONGLIANGSHUJU,GUONEISHICHANGDESHANGYEXINHANSHULIANGZAI2006NIANYIHOUCHUXIANLEBAOZHASHIZENGZHANG,ZHUNIANBAOCHI24%YISHANGDEFUHENIANZENGZHANG。QIZHONGDEZHUTUILIJIUSHIXINXINGDEGEZHONGZHANGDANHEGUANGGAODM。GENGYOU2003NIANYIHOUTUFEIMENGJINDEWANGSHANGCHAXUN、YOUJIANHEHUJIAOZHONGXINYINGXIAO。XIANZAIWOMENDEKEHUGOUTONGYINGXIAOGANGGANGQIBU,YUANTANBUSHANG1DUI1,DANZAICHAOZHEIGEFANGXIANGKAOJIN。

    TONGYIRANSHILOUDE

  http://huaihua.glambyanam.com/  YIGEDIANXINGLIZI——YINXINGXINYONGKA,PIANMIANZHUIQIUFAKALIANGCENGJINGSHIXINYONGKASHICHANGDE“YIJING”,RANERZAIFAXINGLEDALIANGDEXINYONGKAHOU,YINXINGQUEMEIYOUGANSHOUDAOXINYONGKADAILAIDEYUQIXIAOYI;KASHIYONGLVPIANDI,SHUIMIANKAZENGDUO,BUJINZAOCHENGZIYUANDELANGFEI,GENGZHONGYAODESHIYINXINGDEPINPAIXINGXIANGYEDADAZHEKOU。SHISHISHANG,DUIXINYONGKAKEHUERYAN,XINYONGKADETESESHIXIYINKEHUCHUQIBANKADEYUANYIN,RUGUOKEHUZAIBANLIHOUMEIYOUZAISHIYONGCIKA,SHUOMINGKEHUDUIKADEQIWANGZHIYIJINGJIANGDI。

    RUGUOMEIYOUCAIQUCUOSHILAIWANLIUKEHU,KEHULIUSHIDEJILEIXIAOYINGSHIFEICHANGMINGXIANDE,RUTU1SUOSHI。JIADINGMEINIANYOU10%DEGUKEMEIYOUZAIGOUMAI,JINGGUOSHINIANZHIHOU,GONGSIJIANGZHISHENGXIA38%DEYUANYOUKEHU。JISHISHIKEHUBAOLIULVYOUWEIXIAOTIGAO,LIRU5%,YENENGCHANSHENGHENDADEXIAOGUO。

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