首页
登录
职称英语
Read the article below about focus on customer, and the questions on the opposit
Read the article below about focus on customer, and the questions on the opposit
游客
2025-05-18
14
管理
问题
Read the article below about focus on customer, and the questions on the opposite page.
For each question(13-18), mark one letter(A, B, C or D)on your Answer Sheet.
Focus on Your Customer
If you think of the most successful companies a-round the world — GM, Wal-Mart, IBM, etc. — they all have one thing in common: loyal customers. It can cost ten to twenty times as much to acquire a customer as to retain one, so it’s easy to understand why Customer Relationship Management is such a hot concept. But, while everyone understands CRM is a good thing, putting a CRM strategy together isn’t easy. The place to start? A customer — driven business model.
A customer-driven business model is the most prudent method of ensuring customer loyalty because it fosters a better relationship with new and existing customers. Others such as market, price, cost or e-commerce-driven business models may generate profits, but fall short of sustaining a loyal customer base. At the heart of customer-driven business model is a clear understanding of the customer-not just customer trends(although this is useful information, too), but the buying habits and history of every one of your customers. This 360-degree view provides analytics from multiple channels(direct, web, fax, E-mail, call center, sales/marketing)and consolidates into a common repository. Monitoring buying habits and tracking market dynamics lets you more effectively market new and existing products and services.
If you think this is a daunting task, you aren’t alone. Because most enterprises don’t have a consolidated view of their customers, obtaining customer profit and cost information is often a herculean effort.
Implementing a CRM solution is usually a huge project with a high probability of failure. Some analysts suggest most businesses underestimate the cost of a CRM implementation by 40-75 percent. In fact, a successful CRM will interface with ERP systems to provide integration with all customer interactions such as order processing, billing. Also, CRM strategies must include commitment and sponsorship from senior management, as it should be deemed a strategic investment that is implemented incrementally and evolutionarily.
Understanding critical success factors, such as those listed in the " Key to CRM Success" sidebar, mitigates the risks. First, start with a cultural change that focuses on a customer-centric business strategy. Make sure your organization is well aware of the high cost of customer attrition and is focused on improving retention, increasing loyalty. Understanding and broadcasting the cost of acquiring new customers versus fostering existing relationships.
Second, focus on an enterprise view of the customer that encompasses all customer data, such as communication history, purchasing behaviours, channel preferences, demographics, etc. understand your customers’ preferred channels and determine if there’s some way to optimize them.
Adopt a flexible architecture that will expand with your business — this is true with any IT project. Never deploy a strategic, costly solution using the big-bang approach. Always take an incremental, evolutionary, or iterative approach. The impact to your organization can be significant, thus, proceed slowly and ensure the returns on investment measures are in place. [br] The first paragraph indicates that loyal customers
选项
A、help reduce costs of the company.
B、are quite common around the world.
C、produce huge profits.
D、are costly to develop.
答案
A
解析
从文中第一段“loyal customers.It can costten to twenty times as much to acquire a customeras to retain one”,可知,拥有一个新顾客花费的精力是维持一个老顾客的10到20倍。选项A符合题意。
转载请注明原文地址:https://tihaiku.com/zcyy/4081809.html
相关试题推荐
Readthearticlebelowaboutmoney.Choosethebestwordorphrasetofilleach
Readthearticlebelowaboutmoney.Choosethebestwordorphrasetofilleach
Readthefollowingarticleaboutthenegotiationmythsandthequestionsonthe
Readthefollowingarticleaboutthenegotiationmythsandthequestionsonthe
Readthefollowingarticleaboutthenegotiationmythsandthequestionsonthe
Readthefollowingarticleaboutthenegotiationmythsandthequestionsonthe
ReadNewTechnologyLinks.Choosethebestsentencefromtheoppositepagetofi
ReadNewTechnologyLinks.Choosethebestsentencefromtheoppositepagetofi
ReadNewTechnologyLinks.Choosethebestsentencefromtheoppositepagetofi
Readthesesentencesbelowandthepassagesontheoppositepage.Whichbusiness
随机试题
Howmanypeoplediedinlastmonth’sriot?[br][originaltext]AnEthiopianf
WhytheMonaLisaStands
A.10 B.8 C.4 D.2
蛛网膜下腔出血,最有意义的诊断依据是( )。A.突然剧烈头痛、呕吐 B.脑膜
我国《学记》中的“学不躐等,不陵节而施”体现了()A.循序渐进原则 B.因
站用直流电源系统中每台充电装置需有()交流输入(分别来自不同站用电源)互为备
从所给的四个选项中,选择最合适的一个填入问号处,使之呈现一定的规律性:
某多层刚性方案砖砌体数学楼,其局部平面如图2—16所示。墙体厚度均为240mm,
关于人绒毛膜促性腺激素的叙述,哪些是错误的?( )A.是一种类固醇激素 B.
A.由工商行政管理部门处1万元以上20万元以下的罚款 B.卫生行政部门或单位给
最新回复
(
0
)