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如何實(shí)現(xiàn)CRM客戶關(guān)系管理
作者：admin 來(lái)源：本站 發(fā)布時(shí)間：2018-05-25 14:52:01
crm客戶關(guān)系管理系統(tǒng)的四個(gè)周期是分別是分析周期、活動(dòng)周期、客戶銷售周期、客戶狀態(tài)周期。從市場(chǎng)人員的角度來(lái)看有分析周期和活動(dòng)周期，從客戶本身來(lái)看有兩個(gè)生命周期：一個(gè)是客戶狀態(tài)周期，另一個(gè)是客戶銷售周期。
The four cycle of CRM CRM is the analysis cycle, activity cycle, customer sales cycle and customer state cycle respectively. From the point of view of the market staff, there are analysis cycles and activity cycles, and there are two life cycles from the customer itself: one is the customer's state cycle and the other is the customer's sales cycle.
一、分析周期
1. Analysis cycle
分析是在數(shù)據(jù)集市的基礎(chǔ)上，利用數(shù)據(jù)挖掘技術(shù)來(lái)發(fā)現(xiàn)關(guān)鍵客戶、確定客戶風(fēng)險(xiǎn)級(jí)別等。分析是一個(gè)由數(shù)據(jù)的抽樣、轉(zhuǎn)換和分析單元構(gòu)成的，然而一個(gè)流程的好壞是由系統(tǒng)的終結(jié)果來(lái)度量。通過(guò)對(duì)客戶反饋的分析，評(píng)價(jià)一個(gè)流程的效果，并在這個(gè)效果的基礎(chǔ)上，進(jìn)一步修改分析流程。
Analysis is based on data mart, using data mining technology to identify key customers and determine the risk level of customers. Analysis is composed of data sampling, transformation and analysis units, but the quality of a process is measured by the final result of the system. Through the analysis of customer feedback, evaluate the effect of a process, and further modify the analysis process on the basis of this effect.
二、活動(dòng)周期
Two, activity cycle
活動(dòng)是市場(chǎng)促銷的主要內(nèi)容。通過(guò)對(duì)活動(dòng)周期的管理，提高市場(chǎng)促銷活動(dòng)的效果。一個(gè)活動(dòng)可能由多個(gè)不同的步驟構(gòu)成，也可能包含幾個(gè)子活動(dòng)，或成為促銷。一個(gè)活動(dòng)涉及到以下幾個(gè)重要的考察方面：反饋情況、成本狀況和客戶服務(wù)能力等。
Activity is the main content of market promotion. Through the management of the activity cycle, the effect of marketing promotion can be enhanced. An activity may consist of many different steps, and may involve several sub activities or promotions. One activity involves the following important aspects: feedback, cost and customer service capabilities.
三、客戶狀態(tài)周期
Three, customer state cycle
客戶狀態(tài)是客戶對(duì)企業(yè)利潤(rùn)貢獻(xiàn)的另一個(gè)側(cè)面。一個(gè)企業(yè)的客戶都有一個(gè)或多個(gè)不同的狀態(tài)，如風(fēng)險(xiǎn)狀態(tài)、利潤(rùn)狀態(tài)等。這些狀態(tài)是對(duì)客戶行為在不同方面的評(píng)價(jià)，如在移動(dòng)通信中風(fēng)險(xiǎn)狀態(tài)是基于繳費(fèi)行為、欠費(fèi)行為對(duì)客戶狀態(tài)的一個(gè)評(píng)價(jià)。
Customer status is another aspect of customer's contribution to corporate profits. The customers of an enterprise have one or more different states, such as risk state, profit state, etc. These states are the evaluation of different aspects of customer behavior, for example, in mobile communications, the state of risk is based on the payment behavior and the assessment of the customer's state of the arrears.
客戶的滿意就是對(duì)我們的肯定，歡迎您前來(lái)選購(gòu)我公司的產(chǎn)品，我們一直以為您提供產(chǎn)品為己任并一直堅(jiān)持這樣做。歡迎您的光臨。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
The four cycle of CRM CRM is the analysis cycle, activity cycle, customer sales cycle and customer state cycle respectively. From the point of view of the market staff, there are analysis cycles and activity cycles, and there are two life cycles from the customer itself: one is the customer's state cycle and the other is the customer's sales cycle.
一、分析周期
1. Analysis cycle
分析是在數(shù)據(jù)集市的基礎(chǔ)上，利用數(shù)據(jù)挖掘技術(shù)來(lái)發(fā)現(xiàn)關(guān)鍵客戶、確定客戶風(fēng)險(xiǎn)級(jí)別等。分析是一個(gè)由數(shù)據(jù)的抽樣、轉(zhuǎn)換和分析單元構(gòu)成的，然而一個(gè)流程的好壞是由系統(tǒng)的終結(jié)果來(lái)度量。通過(guò)對(duì)客戶反饋的分析，評(píng)價(jià)一個(gè)流程的效果，并在這個(gè)效果的基礎(chǔ)上，進(jìn)一步修改分析流程。
Analysis is based on data mart, using data mining technology to identify key customers and determine the risk level of customers. Analysis is composed of data sampling, transformation and analysis units, but the quality of a process is measured by the final result of the system. Through the analysis of customer feedback, evaluate the effect of a process, and further modify the analysis process on the basis of this effect.
二、活動(dòng)周期
Two, activity cycle
活動(dòng)是市場(chǎng)促銷的主要內(nèi)容。通過(guò)對(duì)活動(dòng)周期的管理，提高市場(chǎng)促銷活動(dòng)的效果。一個(gè)活動(dòng)可能由多個(gè)不同的步驟構(gòu)成，也可能包含幾個(gè)子活動(dòng)，或成為促銷。一個(gè)活動(dòng)涉及到以下幾個(gè)重要的考察方面：反饋情況、成本狀況和客戶服務(wù)能力等。
Activity is the main content of market promotion. Through the management of the activity cycle, the effect of marketing promotion can be enhanced. An activity may consist of many different steps, and may involve several sub activities or promotions. One activity involves the following important aspects: feedback, cost and customer service capabilities.
三、客戶狀態(tài)周期
Three, customer state cycle
客戶狀態(tài)是客戶對(duì)企業(yè)利潤(rùn)貢獻(xiàn)的另一個(gè)側(cè)面。一個(gè)企業(yè)的客戶都有一個(gè)或多個(gè)不同的狀態(tài)，如風(fēng)險(xiǎn)狀態(tài)、利潤(rùn)狀態(tài)等。這些狀態(tài)是對(duì)客戶行為在不同方面的評(píng)價(jià)，如在移動(dòng)通信中風(fēng)險(xiǎn)狀態(tài)是基于繳費(fèi)行為、欠費(fèi)行為對(duì)客戶狀態(tài)的一個(gè)評(píng)價(jià)。
Customer status is another aspect of customer's contribution to corporate profits. The customers of an enterprise have one or more different states, such as risk state, profit state, etc. These states are the evaluation of different aspects of customer behavior, for example, in mobile communications, the state of risk is based on the payment behavior and the assessment of the customer's state of the arrears.
客戶的滿意就是對(duì)我們的肯定，歡迎您前來(lái)選購(gòu)我公司的產(chǎn)品，我們一直以為您提供產(chǎn)品為己任并一直堅(jiān)持這樣做。歡迎您的光臨。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
