ysis of service process -34-
5.4.2 Study from famous company -35-
5.4.3 The important of customer advice -35-
5.5 The process of customer loyalty -35-
6.1.1.1 Monopoly of loyalty -37-
6.1.1.2 Potential loyalty -38-
6.1.1.3 Price loyalty -38-
6.1.1.4 Inspire loyalty -38-
6.1.1.5 Value loyalty -38-
6.1.2 The achievement of customer loyalty -38-
6.1.2.1 Over-commitment: to establish a unique brand promise -38-
6.1.2.2 Over-deliver: touch point of product -39
6.1.3 The improvement of customers’ loyalty -39-
6.1.3.1 Build up labors loyalty. -39-
6.1.3.2 Determine customer value -40-
6.1.3.3 Customer loyalty according to status to
determine ways to enhance -40-
6.1.3.4 Service first, sales second -40-
6.1.3.5 Resolve customer complaining -41-
6.1.3.6 Use multiple channels to a customer -41-
6.1.3.7 Customer renewable
代写Thesis-41-
6.1.3.8 Use multiple channels to a customer -42-
6.2 The loyal customer’s plan -43-
6.2.1 The common loyal customer -43-
6.2.2 The trouble of loyal planning -43-
6.2.3 The value of loyal -44-
7. The CRM of customer service -45-
7.1 The current status of CRM -45-
7.1.1 The reason of CRM source -45-
7.1.2 The type of customer relationship -46-
7.1.3 The effective of CRM -46-
7.2 The difference between customer service and CRM -47-
7.3 The effective of call center -48
7.4 The key of CRM successful -49-
7.4.1 Every labor must know the important of CRM,
jump out the traditional customer service theory -49-.
7.4.2. The important of brand concept -49-
7.4.3. The detail of customer -49-
7.5 The data warehouse of customer -49-
7.5.1 Subject oriented -50-
7.5.2 Non-volatile -50-
7.5.3 Time variant -50-
7.6 The relation of CRM and data warehouse -50-
8. The new model of customer service -51-
8.1 The definition of cloudy computing -51-
8.2 The character of cloudy computing -51-
8.3 The good news of little company -52-
9. Final conclusion -53-
10. Reference list -54-
List of Figure
Figure 3-1: Customers’ life cycle period and corporation output rate -16-
Figure 3-2: The billboard of company -19-
Figure 3-3: CI of corporation -19-
Figure 3-4: Smile service -20-
Figure 4-1: Communication Model with Feedback -24-
Figure 7-1: CRM produces reason -45- -
List of Table
Table 7-1: Customer Relation Types -46- - 7
Abbreviation
CRM: Customer Relationship Management
CLV: Customer Lifetime Value
IOCO: International of Customer Organization
BBS: Bulletin Board System
CI: Corporation Identify system
Ad: Advertisement
CEO: Chief Executive Officer
VIP: Very Important Person
FETnet: Far Eastone Telecommunications
I/T: Internet/Telephone
Glossary
After-sales service: customer support following the purchase of a product or service1
Call center: Telephone service facility set up to handle a large number of (usually) both inbound and outbound calls. Some firms, however, specialize only in calls that are inbound (for assistance, help, or ordering) or outbound (for sales promotion or other messages). Most telephone orders are handled by call centers and not by the manufacturers or suppliers of goods or services.2
Customer loyalty: Customer loyalty is viewed as the strength of the relationship between an individual’s relative attitude and repeat patronage3
Customer relationship management: Emphasize the need for a cross-functional, process
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