What is CRM?(英文版)(ppt 26頁)

What is CRM?內容提要：
Why CRM?
Company existence – quest for profit.
Three ways to increase the profitability of the customer base
Acquire more customers
Optimize the value of the existing customers
Retain the right customers longer
Acquiring new customer cost 5-10 times more that retaining the existing one
Loyal customers will will buy more and are willing to pay premium prices
20/80 rule – 20% of the customers generate 80% of the revenue
Service leaders enjoy the following advantage over their low-service competitors:
They grow twice as fast.
They experience a 6% annual growth vs. a 1% share loss (they take customers away from their competitors).
They can charge 10% more from their products and still take customers away.
They enjoy 12% vs. 1% average return on sales.
Industry statistics show that 68% of customers walk away because of poor customer service.

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