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
76
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.
According to the writer, a customer-driven business model ensure customer loyalty by
选项
A、attaching great attention to customer’s buying inclination.
B、keeping track of what customers have purchased.
C、having a panorama understanding of customers.
D、launching new products and services quickly.
答案
C
解析
文中第二段“At the heart of customer—driven business model is a clear understanding ofthe customer—not just customer trends(although this is useful information,too),butthe buying habits and history of every one of yourcustomers.”可知,在以顾客为取向的经验模式中,不仅仅是了解顾客趋势,而是每一名顾客的购物习惯和购物历史。选项C中apanorama understanding of customers与a clearunderstanding of相对应。
转载请注明原文地址:https://kaotiyun.com/show/vfoO777K
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
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Theinterview—about3minutesInthisparttheinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogivei
Inthispartofthetextyouareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthet
Forquestions18-22,choosetheopinionorintentionexpressedWriteoneletter(A-H)nexttothenumberoftherecording.Donot
ThebasiccharacteristicofcountertradetransactionsisthatWhichofthefollowingstatementsaboutclearingaccountbarteri
From1971until1986,Japaneseshareinhightechnologyexportmarketincreasedby______.Inthearticlesmallcountriesarel
—Readthearticleaboutchoosinganagent.—Inmostofthelines34~45thereisoneextraword.Itiseithergrammaticallyincor
—Readthearticleaboutchoosinganagent.—Inmostofthelines34~45thereisoneextraword.Itiseithergrammaticallyincor
—Readthetextbelowaboutjobadvertisement.—Inmostofthelines41-52thereisoneextraword.Itiseithergrammaticallyin
随机试题
试述旅游产品的内涵与特点。
A.细胞水肿B.脂肪变性C.萎缩D.纤维素样坏死E.包裹钙化肺结核干酪样坏死转向愈合形成
下列药物中最适宜治疗流行性脑脊髓膜炎的药物是
从伦理学上分析,生物一心理一社会医学模式取代生物医学模式在本质上反映了
男性,48岁,近2年来出现劳力性呼吸困难,1天前因受凉出现发热、咳嗽,咳粉红色泡沫样痰。查体:半卧位,口唇紫绀,两肺可闻及大量水泡音及哮鸣音。该药的特征性不良反应为()。
下列有关叛逃罪的表述,哪些是正确的?()
在操作风险管理工具中,关键风险监控指标要与操作风险事件密切相关,并能够及时预警风险变化,有助于实现对操作风险的事前和事中控制。这体现的是()原则。
雨果在法国专利商标局提交了一件要求优先权的PCT国际专利申请,并在规定期限内办理了进入中国国家阶段的手续,指明要求获得发明专利权。中国国家知识产权局将在()公布该国际专利申请的中文译文。
下列表述正确的是()。
Learningdisabilitiesareverycommon.Theyaffectperhaps10percentofallchildren.Fourtimesasmanyboysasgirlshavelea
最新回复
(
0
)