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
Recently, I have heard two stories regarding the automobile sector. The sales of a Sino-US joint venture have increased signific
Recently, I have heard two stories regarding the automobile sector. The sales of a Sino-US joint venture have increased signific
admin
2014-12-11
52
问题
Recently, I have heard two stories regarding the automobile sector. The sales of a Sino-US joint venture have increased significantly following the substantial price reduction. Then a friend of mine who worked at its rival company complained that the quality of materials used by that Sino-US joint venture was much lower than that used by its European competitor. He couldn’t figure out how come that company could achieve such high sales volume and profits. The reason is the company precisely targets on customer needs of the current stage: at present, customers in China purely focus on how a car looks with other elements overlooked. Therefore, the Sino-US company concentrates on vehicle design and interior decoration for their new models. On the contrary, traditionally strict requirements on delicate aspects such as chassis and mould, etc., followed by the European manufacturer, the company’s rival, were not appreciated by customers in China who are only interested in appearance. Thus, the sales of European products became sluggish and the production line was forced to pause.
The above two stories combined with the theme of this article "customer satisfaction level" present an interesting subject matter. Some restaurant management in China probably knows nothing about "customer satisfaction level". They simply follow the traditional "value for money" wisdom and unintentionally acquire and retain a large base of customers, which include picky customers like me: willing to tolerate poor service thanks to the divine cuisine. Why? Because the restaurant has targeted on fundamental customer needs — seeking reasonably priced good food. Good service would be a bonus but customers can still tolerate poor service. In contrast, even though you are highly satisfied with the good service provided by an elegant restaurant, you are unlikely to revisit if it provides ordinary food at high price. This is because your fundamental needs haven’t been met.
Similarly, the Sino-European automobile joint venture has misunderstood the fundamentals of "customer satisfaction level" in the China market. Certainly, they should have known more about "customer satisfaction level" than that restaurant and their pursuit of product quality would be as high as their rivals. However, they have overlooked the fundamental needs of family vehicle customers of the current market. Customers in China are not as knowledgeable as their European counterparts, they know very little about vehicles and vehicle quality. As for the purchase of vehicles, at present most Chinese families use the same criteria as they select a restaurant: "value for money". They are interested in handsome exterior, pretty and practical interior but know little of chassis, nor the advantage of laser-mould. Indeed, they do not bother to know.
The market has started to focus on "customer satisfaction level". This is an inevitable trend during the development course of customer relationship management in China. However, the current market hasn’t fully and truly understood "customer satisfaction level" yet. On some occasions, "customer satisfaction level" is simply interpreted as "customer service satisfaction level". It is believed that sales revenue will increase given that service level has been enhanced. Out-source call centers have been mushroomed in the previous years but nowadays they are facing a hard time. Their close-down illustrates that purely focusing on the format of customer service but overlooking the fundamental needs of most customers is a mistake, which is similar to that made by the enterprise of the second story. The failure to meet most families’ expectation on vehicles has resulted in higher cost against rivals as well as a passive and disadvantaged position.
The only criterion to measure market effectiveness of CRM concepts is whether they could improve corporate efficiency and revenue. This applies to "customer satisfaction level" too. What is the objective of "customer satisfaction level"? Put aside all passionate, the essence is to increase corporate revenue — to make profits. Personally I have no doubt about this, what matters is how to achieve this objective. According to CRM concepts, do you need to look after every single customer? Nowadays, no is certainly the answer. This is because corporate resources are limited and each customer has a different degree of contribution, thus, we need to realize CRM’s customer-centered concept in a differential manner (different treatments to different customer groups). Meanwhile, prior to considering "customer satisfaction level", we need to understand our customers’ purposes of doing business with us. What do they expect from doing business with us? What are their fundamental needs? Only when our service and products could satisfy their needs to the largest extent, would we be able to acquire and increase business related "customer satisfaction level". Are you interested in having a try?
What is the premise of "customer satisfaction level", according to the passage?
选项
A、Good service and quality.
B、Different treatments to different customer groups.
C、Making money.
D、Full understanding of customer needs.
答案
D
解析
语义理解题。由尾段最后几句可知,在考虑客户满意度前首先要全面了解客户的需求,故答案为[D]。由文中的两个例子可知优质的商品和服务并不见得能让消费者领情,故排除[A]。差异性对待是让客户满意的方法而不是前提,故排除[B]。赚钱是目的而不是前提,故排除[C]。
转载请注明原文地址:https://kaotiyun.com/show/otdO777K
0
专业英语八级
相关试题推荐
AspectsThatMayFacilitateReadingI.DeterminingyourpurposeA.Readingfor(1)_____:(1)______likereadingthelatestHa
Thewordconservationhasathriftymeaning.Toconserveistosaveandprotect,toleavewhatweourselvesenjoyinsuchgoodc
Whatmightdrivingonanautomatedhighwaybelike?Theanswerdependsonwhatkindofsystemisultimatelyadopted.Twodistinc
Aftertakingabriefhiatustoweathertherecession,aninvasionofBritainbysomeofAmerica’sbest-knownretailbrands—inclu
WhatDoActiveLearnersDo?Therearedifferencesbetweenactivelearningandpassivelearning.Characteristicsofacti
InChina,itisaconventionalpracticetodogooddeedswithoutseekingrecognition.Contrarytothis,quiteahandfulofphila
Changesinthewaypeoplelivebringaboutchangesinthejobsthattheydo.Moroandmorepeopleliveintownsandcitiesinst
A、post-graduatestudentsB、senioruniversitystudentsC、professionalsD、teachersofhistoryD
ThelargestcityofNewZealandis
Revisionisrethinking,buttwomisconceptionsarebynomeansuncommonamongwriters,especiallyamongdevelopingwriters.Firs
随机试题
A.发热欲近衣,形寒怯冷B.午后潮热或五心烦热C.发热多为低热或潮热,常随情绪波动而起伏D.低热为主,伴头晕眼花,心悸、乏力E.午后或夜间发热或身体某部位发热气郁发热证的特点
郑某,女,16岁。发作性喉间痰鸣、气促10年,因受寒复发2天。现症见呼吸急促,喉中哮鸣有声,胸膈满闷如塞,咳嗽痰少,咯吐不爽,面色晦滞带青,口不渴,形寒怕冷。舌苔白滑,脉浮紧。查体:双肺满布哮鸣音。宜选用方
患儿男,7岁。左膝部碰伤后6日开始持续高热寒战,患肢活动受限。左胫骨上端剧痛,且有深压痛。血白细胞21×109/L,中性粒细胞90%。X线片正常。可能是()
特定穴中的八会穴是指()精气会聚的8个腧穴。
背景材料:某城市道路改造工程,随路施工的综合管线有0.4MPa的DN500中压燃气、DN1000给水管井排铺设在道路下,燃气管道与给水管材均为钢管,实施双管合槽施工。热力隧道工程采用暗挖工艺施工。承包方A公司工程的其中一段热力隧道工程分包给B公司,并签订
材料:学习了《在承担责任中成长》这一课,在老师的指导下,同学们不由自主地唱起了《爱的奉献》。同学们认为,“只要人人献出一点爱,世界将变成美好的人间”这句歌词令人感动。问题:材料中老师采用了哪种教学方法?新课程实施过程中选用教学方法的依据是什么?
简述中学生记忆发展的特点。
加强党的执政能力建设的历史动力是()。
考迪罗主义
对如图所示的二叉树进行后序遍历的结果为()。
最新回复
(
0
)