A+ 파워포인트 우수사례 린나이 CRM 분석 PPT 디자인 우수 자료
- 최초 등록일
- 2012.11.21
- 최종 저작일
- 2008.12
- 12페이지/
MS 파워포인트
- 가격 3,700원
소개글
최고 점수를 받은 A+ 파워포인트 모범사례 린나이 CRM 분석 PPT 디자인 우수 자료입니다.
목차
1. About Rinnai
2. Rinnais CS (Customer Service)
3. What is CRM?
4. CRM on IS Process
5. Rinnais CRM by Oracle
6. Operational & Analytical CRM
7. Integrated Call-center Process
8. SWOT Analysis of Rinnais CRM System
9. Suggestion 1. eCRM
10. Suggestion 2. CEM (Customer Ecperience Management)
본문내용
3. What is CRM?
Definition
CRM(Customer Relationship Management) is Information systems that track all the ways in which a company interacts with its customers and analyze these interactions to optimize revenue, profitability, customer satisfaction, and customer retention.
Why CRM?
-where economic slowdowns force you to become more customer focused
-Customer is important : The HBR article estimates that reducing customer defection by 5% points can lead, in many cases, to a doubling of profits due to margin expansion and better sales utilization.
<중 략>
10. Suggestion 2. CEM (Customer Ecperience Management)
*CEM is one of the advanced concept of CRM
*CRM is just focused on customer already purchased. But CEM is focused before purchase, product choicing process as well as after purchase.
*Under CRM system, company observes customers such as behavior, choice, speech, and surveys, analyzes about result.
*If customers experience is far higher than their expectation, company regards this exceed cost.
참고 자료
없음
