外企CRM培訓教材(英文版)(ppt 67頁)

外企CRM培訓教材內容摘要：
Sharon Crost：
Sharon Crost enthusiastically leads a role in the worlds of Enterprise and Entrepreneur. In the Enterprise world, Sharon has worked for the large companies of IBM and Hewlett-Packard in Finance, Marketing and Information Technology. Her passion for the hi-tech world and flair for working with international clients has led her to positions from managing business finances to managing business system projects, to consulting on enterprise systems, to managing international marketing programs to managing international technology and e-business teams. As an entrepreneur, Sharon has started up two diverse small businesses in the U.S. - a customized travel service and an organic vegetable farm. Sharon's appreciation of the mountains has brought her to Grenoble, France where she currently works as an independent consultant.

Customer Perspective：
Select the Product
quality, price, availability, functionality
Purchase Product
easy process, quick delivery, online delivery info, payment terms
Use and Learn
assemble parts, instructions, features, new information, upgrades
Ongoing Support
technical support, sales support

Vendor Perspective：
Provide Product Information/Marketing
quality, price, availability, functionality
Efficient Purchase Process
easy process, quick delivery, online delivery info, payment terms
Client Knowledge
repeat buy, product feedback
Revenues, Profit, Customer Satisfaction
return on investment, customer retention, profit, customer share

Relationship – Customer and Vendor：
Product info
web search, preferences, comparisons, pop-ups, live customer support, exclusive info
Purchases
online view, stored address info, auto payments
Shared Knowledge
preferences, license or consumables info,
Increased Customer Value!!!
satisfied customer, loyalty, advocate

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