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The marrow of contact center- - found experience of world top-ranking client
From;  Author:Stand originally

Client relation manages (CRM) it is strategy of business of a company, its design a purpose is to want to improve enterprise yield through be built with the client and maintaining good relationship. The basic principle at this late hour of CRM backside still is very important. Want to gain a success, the enterprise must be built and maintain profitable client to concern. Those who consider the cost that gets a client is to withhold cost of a client 8 to 10 times, the project that so investment can bring faithfulness and profitable client is the business with good picket apparently. That is to say the enterprise must put the emphasis on value of administrative client lifecycle. However CRM puts in a the basiccest problem however as company strategy: The client is not willing to be managed. The enterprise is OK the CRM project with various invest in, but cannot count on a client to always can cooperate.
90 time end goes to the century on the CRM inside this paragraph of time at the beginning of this century is abide from beginning to end the contrail with correct move is ongoing, but it at the same time also oversight a the mainest factor: Client. The reflection that the client is independence person, they think they have the right to decide how they do business, no matter time, no matter the ground is nodded also no matter means. To 2005 or so enterprise realizes CRM introduced a lot of outstanding professional work to run way, what also elaborate the necessary investment of system and structural frame at the same time is very clear, but they fail to solve from beginning to end however " management " fundamental problem of the client, because the client always is the apiration act according to oneself. Even if is those already by the enterprise " captive " client, if the business goes to them forcedly,a way that does not like pushs them to also be put in leaving risk actually.
The client experiences management enters commercial world
Another jargon client experiences administration (CEM) is at the beginning of this century came on stage. The definition that DMG Consulting leaves to CEM is OK the Customer Interface magazine that restrospect to published on November 1, 2001, I am written at that time " will be extended by the information of contact center collect and communicate enterprise policymaker, branch of senior management layer and sale, sale. These information can use promotion income, improve client satisfaction to spend He Zhongcheng, identify tendency of the market and client attention site, improve risk management. " thereby, the definition of my general CEM rises to handle all origin that experience relevant aspect with the client and are this noun not just -- quality management system. The business is already clear now: Besides a few burgeoning kinds can promote the trick that in any time the client with any channel successive, prominent consign learns besides, what introduce in CRM times only is optimal carry out and maintain abiding, profitable client to concern. The service is a strategical discriminative element, and also be considered as below certain circumstance commercialize product kimono with other the element is distinguished exclusively between Wu.
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