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
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM)
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM)
admin
2018-03-18
67
问题
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM).
As you listen, for questions 1-12, complete the notes using up to three words or a number.
After you have listened once, replay the recording.
Case studies in Customer Relationship
Management (CRM)
Unicorn (telecoms company)
New software means that advisers know the【L1】______of a call before answering it.
The working group investigated the way in which Unicorn’s【L2】______ were used.
Unicorn’s contact centres in different【L3】______are connected.
There was a two-thirds reduction in the number of【L4】______across several departments.
The most significant achievement was an improvement in the【L5】______of customers.
The factors in Unicorn’s success include:
the involvement of employees
a promise of no obligatory【L6】______
Northlands Water (water company)
It was created following the【L7】______of several authorities.
It had to reduce costs, improve service and maintain its【L8】______
It bought its CRM system from Parchment, who also provided its【L9】______software.
The benefits of the new system include:
a reduction in the number of【L10】______
the big, complicated【L11】______has been made more efficient
the【L12】______get information by computer.
【L5】
Part One. Questions 1 to 12.
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM).
As you listen, for questions 1 to 12, complete the notes, using up to three words or a number.
After you have listened once, replay the recording.
You now have 45 seconds to read through the notes.
[pause]
Now listen, and complete the notes.
[pause]
Today we’re going to look at Customer Relationship Management - better known as CRM -and I’ll start by giving you examples of two companies that have benefited from introducing CRM systems, in a radical - and expensive - reorganisation of the way they service their customers.
A few years ago, Unicorn, a major telecoms company, installed CRM software which holds details of all its customers. This system uses an interactive voice response software application, so that callers can define the subject that they’re calling about before being put through to an adviser. And advisers can view customer details on-screen as they answer calls.
One element in the introduction of CRM was the establishment of a working group tasked to examine the utilisation of all its buildings, something that was long overdue, as until then, Unicorn had never examined whether they were being put to the best use. This resulted in a seventy-five per cent reduction in the number of contact centres. Those remaining are located in several time zones, and are linked by the CRM software to provide a service twenty-four hours a day. Customers call a central number and are routed to whoever is free to take their call and has the right information to deal with their query. And this adviser can be in any contact centre. With advisers better able to resolve problems at the first point of contact, the number of calls to be handled has dropped considerably.
Unicorn integrated several business divisions, making it possible to cut support staff by two thirds, mostly from IT and training sections. The number of desktop PCs, too, was reduced significantly. As a result of changing to the new system, the most important measure, customer satisfaction, has shown a marked improvement.
A key factor in the company’s success was that it made strenuous efforts to ensure staff involvement right from the start. Another was the policy that there wouldn’t be any compulsory redundancies, and in this way the company avoided demoralising the workforce.
OK. Now another major company that has successfully implemented a CRM system is Northlands Water, a publicly owned business formed in 2002 through a merger. The new company replaced three regional water authorities which had previously been government controlled. Within four years, Northlands had achieved the targets it was set on its formation: costs reduced by forty per cent and better customer service, without any deterioration in product quality.
For its contact centres, the company bought a CRM system from Parchment, one of the biggest vendors in the sector. One reason for the choice was that the same supplier had already been used for Northlands’ back-office systems. In addition, Parchment was able to provide the software much sooner than most of the other potential suppliers.
One result is that the call-centre staff can answer enquiries faster and more effectively, so there are now far fewer repeat calls. This has of course been welcomed by the company and customers alike.
Water companies like Northlands have a large network of pipes, and the public needs access to water day and night. This means there has to be a large and complex field operation, and in this area, too, the CRM system has produced great savings, in both time and money. For example, instead of coming into the office to be given work, and information about customers, the engineers are connected to the system via laptop computers, giving them access to all the information they need. This gives them autonomy, and means they can do a much better job than before.
选项
答案
SATISFACTION (LEVEL)
解析
转载请注明原文地址:https://kaotiyun.com/show/e6Kd777K
本试题收录于:
BEC高级听力题库BEC商务英语分类
0
BEC高级听力
BEC商务英语
相关试题推荐
A、 B、 C、 D、 A通过图片中人们在公园里休息或行走的情景,可以联想到park,bench.people,sitrelax,walk等几个单词。应注意(B)选项中的indoors(室内)和(C)选项中的
Whereisthemanwaitingforhisinterview?
Whatarethespeakersmainlytalkingabout?
Whataretheytalkingabout?
A、 B、 C、 D、 CAwomanistalkingonthephonewithamapbehindher.Choice(A)usestheassociatedwo
Whydidthemanmostlikelymissthemeeting?
Forabouthowlonghasthecompanybeeninbusiness?
Whataretheytalkingabout?
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
FortwocandidatesCustomerInvolvementYourcompanyhasdecidedtotrytoincreasecustomerinvolvementintherangeandqualit
随机试题
存储器根据读写的功能分类,以下()属于此类别。
合成嘌呤、嘧啶的共同原料是
女,40岁,腹胀、腹泻与便秘交替3个月,常有午后低热,夜间盗汗。体检:腹壁柔韧感,轻度压痛,肝脾未触及,腹水征(+)。腹水检验:比重1.018,蛋白25g/L,白细胞0.7×109/L,中性粒细胞0.30,淋巴细胞0.70,红细胞0.3×109/L,本例最
杭州某房地产开发集团为开展业务需要建立一个下属的房地产营销公司,请问,该集团应明确哪些问题及如何规划进行。按照房地产开发过程,它的营销机构除了项目策划和规划设计、建筑施工、工程监理、物业管理之外,还有()。
[背景资料]某山区二级公路有一座分离式隧道,左线起止桩号为ZK3+640~ZK4+560,右线起止桩号为YK3+615~YK4+670,进出口段为浅埋段,Ⅳ级围岩,洞身穿越地层岩性主要为砂岩、泥岩、砂岩互层,Ⅱ、Ⅲ级围岩。该隧道采用新奥
下列所得按照“稿酬所得”计算个人所得税的有()。
下列选项中,不属于合同履行的抗辩权的是()。
记名股票的转让,由公司将受让人的姓名或者名称及住所记载于股东名册,该股东名册在股东大会召开前30日或者公司决定分配股利的基准日前( )内不得进行变更登记。
AdamSmithwasthefirstpersontoseetheimportanceofthedivisionofthelabor.Hegaveusanexampleoftheprocessbywhic
A、Theyrequestedtotransfertoasaferdepartment.B、Theyquitworktoprotecttheirunbornbabies.C、Theysoughthelpfromuni
最新回复
(
0
)