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如何實(shí)現(xiàn)CRM客戶關(guān)系管理
作者：admin 來源：本站 發(fā)布時間：2018-05-25 14:52:01
crm客戶關(guān)系管理系統(tǒng)的四個周期是分別是分析周期、活動周期、客戶銷售周期、客戶狀態(tài)周期。從市場人員的角度來看有分析周期和活動周期，從客戶本身來看有兩個生命周期：一個是客戶狀態(tài)周期，另一個是客戶銷售周期。
The four cycle of CRM CRM is the analysis cycle, activity cycle, customer sales cycle and customer state cycle respectively. From the point of view of the market staff, there are analysis cycles and activity cycles, and there are two life cycles from the customer itself: one is the customer's state cycle and the other is the customer's sales cycle.
一、分析周期
1. Analysis cycle
分析是在數(shù)據(jù)集市的基礎(chǔ)上，利用數(shù)據(jù)挖掘技術(shù)來發(fā)現(xiàn)關(guān)鍵客戶、確定客戶風(fēng)險級別等。分析是一個由數(shù)據(jù)的抽樣、轉(zhuǎn)換和分析單元構(gòu)成的，然而一個流程的好壞是由系統(tǒng)的終結(jié)果來度量。通過對客戶反饋的分析，評價一個流程的效果，并在這個效果的基礎(chǔ)上，進(jìn)一步修改分析流程。
Analysis is based on data mart, using data mining technology to identify key customers and determine the risk level of customers. Analysis is composed of data sampling, transformation and analysis units, but the quality of a process is measured by the final result of the system. Through the analysis of customer feedback, evaluate the effect of a process, and further modify the analysis process on the basis of this effect.
二、活動周期
Two, activity cycle
活動是市場促銷的主要內(nèi)容。通過對活動周期的管理，提高市場促銷活動的效果。一個活動可能由多個不同的步驟構(gòu)成，也可能包含幾個子活動，或成為促銷。一個活動涉及到以下幾個重要的考察方面：反饋情況、成本狀況和客戶服務(wù)能力等。
Activity is the main content of market promotion. Through the management of the activity cycle, the effect of marketing promotion can be enhanced. An activity may consist of many different steps, and may involve several sub activities or promotions. One activity involves the following important aspects: feedback, cost and customer service capabilities.
三、客戶狀態(tài)周期
Three, customer state cycle
客戶狀態(tài)是客戶對企業(yè)利潤貢獻(xiàn)的另一個側(cè)面。一個企業(yè)的客戶都有一個或多個不同的狀態(tài)，如風(fēng)險狀態(tài)、利潤狀態(tài)等。這些狀態(tài)是對客戶行為在不同方面的評價，如在移動通信中風(fēng)險狀態(tài)是基于繳費(fèi)行為、欠費(fèi)行為對客戶狀態(tài)的一個評價。
Customer status is another aspect of customer's contribution to corporate profits. The customers of an enterprise have one or more different states, such as risk state, profit state, etc. These states are the evaluation of different aspects of customer behavior, for example, in mobile communications, the state of risk is based on the payment behavior and the assessment of the customer's state of the arrears.
客戶的滿意就是對我們的肯定，歡迎您前來選購我公司的產(chǎn)品，我們一直以為您提供產(chǎn)品為己任并一直堅(jiān)持這樣做。歡迎您的光臨。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
The four cycle of CRM CRM is the analysis cycle, activity cycle, customer sales cycle and customer state cycle respectively. From the point of view of the market staff, there are analysis cycles and activity cycles, and there are two life cycles from the customer itself: one is the customer's state cycle and the other is the customer's sales cycle.
一、分析周期
1. Analysis cycle
分析是在數(shù)據(jù)集市的基礎(chǔ)上，利用數(shù)據(jù)挖掘技術(shù)來發(fā)現(xiàn)關(guān)鍵客戶、確定客戶風(fēng)險級別等。分析是一個由數(shù)據(jù)的抽樣、轉(zhuǎn)換和分析單元構(gòu)成的，然而一個流程的好壞是由系統(tǒng)的終結(jié)果來度量。通過對客戶反饋的分析，評價一個流程的效果，并在這個效果的基礎(chǔ)上，進(jìn)一步修改分析流程。
Analysis is based on data mart, using data mining technology to identify key customers and determine the risk level of customers. Analysis is composed of data sampling, transformation and analysis units, but the quality of a process is measured by the final result of the system. Through the analysis of customer feedback, evaluate the effect of a process, and further modify the analysis process on the basis of this effect.
二、活動周期
Two, activity cycle
活動是市場促銷的主要內(nèi)容。通過對活動周期的管理，提高市場促銷活動的效果。一個活動可能由多個不同的步驟構(gòu)成，也可能包含幾個子活動，或成為促銷。一個活動涉及到以下幾個重要的考察方面：反饋情況、成本狀況和客戶服務(wù)能力等。
Activity is the main content of market promotion. Through the management of the activity cycle, the effect of marketing promotion can be enhanced. An activity may consist of many different steps, and may involve several sub activities or promotions. One activity involves the following important aspects: feedback, cost and customer service capabilities.
三、客戶狀態(tài)周期
Three, customer state cycle
客戶狀態(tài)是客戶對企業(yè)利潤貢獻(xiàn)的另一個側(cè)面。一個企業(yè)的客戶都有一個或多個不同的狀態(tài)，如風(fēng)險狀態(tài)、利潤狀態(tài)等。這些狀態(tài)是對客戶行為在不同方面的評價，如在移動通信中風(fēng)險狀態(tài)是基于繳費(fèi)行為、欠費(fèi)行為對客戶狀態(tài)的一個評價。
Customer status is another aspect of customer's contribution to corporate profits. The customers of an enterprise have one or more different states, such as risk state, profit state, etc. These states are the evaluation of different aspects of customer behavior, for example, in mobile communications, the state of risk is based on the payment behavior and the assessment of the customer's state of the arrears.
客戶的滿意就是對我們的肯定，歡迎您前來選購我公司的產(chǎn)品，我們一直以為您提供產(chǎn)品為己任并一直堅(jiān)持這樣做。歡迎您的光臨。
The satisfaction of the customer is the affirmation to us, welcome you to come to choose our company's product, we always think you provide the product as our duty and always insist on doing so. Welcome to your visit.
