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DOC版18Arespectedandversatilebusinessprofessional,JayMcKeever’svastcareer
experienceencompassesavarietyofindustrygenres,includingpositionsin
communications,humanresources,operations,contractingandmarketing.
BeforejoiningCincom,Mr.McKeeverspent17yearsattheUnitedParcelService
(UPS)risingquicklytothepositionofoperationalsupervisorwherehesuccessfully
improvedoperationsresultsfrom65percentto110percentwithinthefirstsixmonths!
HethenservedasaUPSHumanResourcesDivisionrepresentativeandeventually
leddistrictcustomercommunicationsforfiveyears.Itwasduringthistimethat
Mr.McKeeverbegandevelopinghisapproachtocustomer-centriccommunications.
AfterUPS,Mr.McKeeverjoinedMortgageNow,aCincinnati-based,mortgage-lending
firm.Duringhistimewiththeorganization,hedevelopedandexecutedinventive
marketingstrategiestosuccessfullyoverhaulanunderperformingmarketterritory.
In1996,Mr.McKeeverjoinedCincomSystems,Inc.asabusinessmanagerresponsible
forproductroyaltypaymentsandreportingtothird-partyvendors.Inaddition,in
hisroleasCincom’sDirectorofWorldwideMarketingsince1999,McKeevercurrently
managesallmarketing,customercommunicationsandproductdevelopment
operations.AtCincom,Mr.McKeeverstrivestodeliveraconsistentvalueproposition
tocustomersviaawiderangeofcommunicationsmedia,inparticularelectronic
andtelemarketingmedia.HeusesCincom’sownsoftwareproductstoimprove
communicationsquality,responsetimeandreturnoninvestment.
Whenitcomestoexecutingeffectivecustomercommunicationsstrategies,
Mr.McKeeverhasthistosay:“Todayweareseeingtheneedforanold-fashioned,
yetavant-gardeapproachtocustomerrelationshipmanagement–gettingtoknow
yourcustomers,talkingtothem,listeningtothem.Butalackofreal-timedialogue
preventsmarketersfromrespondingtocustomerquerieswiththeappropriateproduct
orsolution.Consequently,marketingbecomesallaboutpushingmessagesintoa
voidwheretwopercentresponseratesareconsideredsuccessful!Andunfortunately,
allbutafewcompaniesfailtocommunicatewithrelevanceandwithinan
acceptabletimeframe.Onlythroughpersonalizationandreal-timedialoguecan
organizationsaligntheirproducts,pricingandpromotionstomeetcustomerneeds
anddemands.”
ImprovingCustomerCommunications2
AboutTheAuthor
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