标签：crm系统,crm是什么意思,
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3WhatisCRM?
In-depthanalysisofcustomerbehaviorandattributes.
WhyCRM?
Companyexistence–questforprofit.
Threewaystoincreasetheprofitabilityofthecustomerbase
Acquiremorecustomers
Optimizethevalueoftheexistingcustomers
Retaintherightcustomerslonger
Acquiringnewcustomercost5-10timesmorethatretainingtheexistingone
Loyalcustomerswillwillbuymoreandarewillingtopaypremiumprices
20/80rule–20ofthecustomersgenerate80oftherevenue
WhyCRM?(continued)
Serviceleadersenjoythefollowingadvantageovertheirlow-servicecompetitors:
Theygrowtwiceasfast.
Theyexperiencea6annualgrowthvs.a1shareloss(theytakecustomersawayfromtheircompetitors).
Theycancharge10morefromtheirproductsandstilltakecustomersaway.
Theyenjoy12vs.1averagereturnonsales.
Industrystatisticsshowthat68ofcustomerswalkawaybecauseofpoorcustomerservice.
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