首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
Read the article below about focus on customer, and the questions on the opposite page. For each question(13-18), mark one lette
Read the article below about focus on customer, and the questions on the opposite page. For each question(13-18), mark one lette
admin
2013-08-03
89
问题
Read the article below about focus on customer, and the questions on the opposite page.
For each question(13-18), mark one letter(A, B, C or D)on your Answer Sheet.
Focus on Your Customer
If you think of the most successful companies a-round the world — GM, Wal-Mart, IBM, etc. — they all have one thing in common: loyal customers. It can cost ten to twenty times as much to acquire a customer as to retain one, so it’s easy to understand why Customer Relationship Management is such a hot concept. But, while everyone understands CRM is a good thing, putting a CRM strategy together isn’t easy. The place to start? A customer — driven business model.
A customer-driven business model is the most prudent method of ensuring customer loyalty because it fosters a better relationship with new and existing customers. Others such as market, price, cost or e-commerce-driven business models may generate profits, but fall short of sustaining a loyal customer base. At the heart of customer-driven business model is a clear understanding of the customer-not just customer trends(although this is useful information, too), but the buying habits and history of every one of your customers. This 360-degree view provides analytics from multiple channels(direct, web, fax, E-mail, call center, sales/marketing)and consolidates into a common repository. Monitoring buying habits and tracking market dynamics lets you more effectively market new and existing products and services.
If you think this is a daunting task, you aren’t alone. Because most enterprises don’t have a consolidated view of their customers, obtaining customer profit and cost information is often a herculean effort.
Implementing a CRM solution is usually a huge project with a high probability of failure. Some analysts suggest most businesses underestimate the cost of a CRM implementation by 40-75 percent. In fact, a successful CRM will interface with ERP systems to provide integration with all customer interactions such as order processing, billing. Also, CRM strategies must include commitment and sponsorship from senior management, as it should be deemed a strategic investment that is implemented incrementally and evolutionarily.
Understanding critical success factors, such as those listed in the " Key to CRM Success" sidebar, mitigates the risks. First, start with a cultural change that focuses on a customer-centric business strategy. Make sure your organization is well aware of the high cost of customer attrition and is focused on improving retention, increasing loyalty. Understanding and broadcasting the cost of acquiring new customers versus fostering existing relationships.
Second, focus on an enterprise view of the customer that encompasses all customer data, such as communication history, purchasing behaviours, channel preferences, demographics, etc. understand your customers’ preferred channels and determine if there’s some way to optimize them.
Adopt a flexible architecture that will expand with your business — this is true with any IT project. Never deploy a strategic, costly solution using the big-bang approach. Always take an incremental, evolutionary, or iterative approach. The impact to your organization can be significant, thus, proceed slowly and ensure the returns on investment measures are in place.
What is the key factor of reducing the risk of a CRM solution?
选项
A、complete customer files
B、retention of customers
C、good relationship with customers
D、broad preferred channels
答案
B
解析
从文中第五段“Make sure yourorganization is well aware of the high cost ofcustomer attrition and focuses on improvingretention,increasing loyalty.”可知,确保你的组织充分意识到留住顾客,增强诚信的重要性,retention与选项B中为重复关键词。
转载请注明原文地址:https://kaotiyun.com/show/0foO777K
本试题收录于:
BEC中级阅读题库BEC商务英语分类
0
BEC中级阅读
BEC商务英语
相关试题推荐
Inthisparttheinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogiveinformationaboutyourselfand
Minipresentation’—about6minutesInthispartofthetestyouareaskedtogiveashorttalkonabusinesstopic.Youhaveto
Inthispart,theinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogiveinformationaboutyourselfand
—Youwillhearacollegelecturertalkingtoaclassofbusinessstudentsaboutamergerbetweentwosupermarketchains.—For
Forquestions18-22,choosetheopinionorintentionexpressedWriteoneletter(A-H)nexttothenumberoftherecording.Donot
HowtoapproachListeningTestPartThree•Inthispartyoulistentwicetoalongconversation,interviewormonologue,andan
—Readthetextbelowaboutjobadvertisement.—Inmostofthelines41-52thereisoneextraword.Itiseithergrammaticallyin
•ReadthearticlebelowaboutthecentralproblemofEconomics.•Choosethebestwordtofilleachgap,fromA,B,CorD.•For
•ReadthearticlebelowaboutthecentralproblemofEconomics.•Choosethebestwordtofilleachgap,fromA,B,CorD.•For
随机试题
Thegovernmenthaslostagreatdealof______becauseofthelargeincreaseinfoodprice.
A.庚烷磺酸钠B.醋酸汞试液C.永停终点法D.淀粉指示液E.溴化钾固体
关于规范发展商务服务业叙述正确的是()。
(2010年考试真题)采用比例预算法测算目标利润时,常用的方法有()。
甲股份有限公司(下称甲公司)于2014年3月上市,董事会成员为7人。2015年甲公司召开的3次董事会分别讨论事项如下:(1)讨论通过了为其子公司一次性提供融资担保4000万元的决议,当时甲公司总资产1亿元:(2)拟提请股东大
某乐队举办一场演唱会的收入是7000元,乐队的主唱分得其中的25%,另外5名成员平分余下的收入,那么他们每人分得多少元?
克山病是一种原因未明的地方性心肌病,山东省两次克山病流行均发生在病区居民生活闲难时期,此时居民饮食结构单一,营养缺乏。1978年以后,由于农村经济体制的改革,病区居民生活逐渐好转,营养结构趋向合理,克山病新发病人越来越少,达到基本控制标准。一些研究者据此推
新中国成功地爆炸第一颗氢弹是在()。
计算机性能评测分为评估和测试两种方法,其中评估是基于一些原始数据进行推算。(42)用于评价同一厂商生产的同一计算机系统的定点运算速度比较正确;(43)可用于比较和评价在同一系统上求解同一问题的不同算法的性能;(44)是美国用来限制计算机出口的系统性能指标估
HowdidDaedalusmanagetoescapetoSicily,accordingtothepassage?AccordingtotheEnglishlegend,KingBladudlosthisli
最新回复
(
0
)