客戶關係管理專題講義(ppt 85頁)

客戶關係管理專題講義內容提要：
你能在 CRM上花多少錢?快速評估
How Much Can You Spend on CRM? - quick assessment
花在重獲失去的收入上的銷售管理時間的價值, +
The value of sales management time spent re-gaining lost
revenue, +
市場花費開銷 X 周轉率, +
Marketing expense X turnover rate, +
良好口碑的價值, +
Present value of lost referrals/good word of mouth, +
目標保持力 – 現有保持力
Target retention (in $ of revenue) - Current retention
= 可被重分配給CRM的與收入增長有關的成本
= the costs to your revenue growth that could be re-allocated to CRM
品牌忠誠度的價值：
增加新客戶的成本是保持已有客戶成本的5倍
Acquiring new customers costs five times more than the cost of maintaining existing customers
一般的企業每年會失去10%的客戶
The average company loses 10% of its customers each year
減少 5%的客戶丟失率能增加25-85%的利潤
A 5% reduction in the customer loss rate can increase profits by 25-85%
客戶的利潤率是隨著客戶的成長而成長的
The customer profit rate tends to increase over the life of the retained customer

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