房地產客戶管理流程與表格工具(DOC 31頁)

1.客戶關係管理工作總流程____________________1
2.客戶接待流程______________________________2
3.客戶合同簽訂流程__________________________4
5.客戶投訴處理流程__________________________6
1.客戶名冊登記表____________________________7
2.客戶地域分布表____________________________7
3.客戶職業統計表____________________________8
4.客戶年齡統計表____________________________8
5.客戶學曆統計表____________________________8
6.客戶付款方式統計表________________________9
7.客戶家庭月收入統計表______________________9
8.成交客戶檔案表____________________________9
9.成交客戶家庭購房決策者統計表_____________10
10.成交客戶看房頻次統計表__________________10
11.客戶滿意項目調查表______________________11
12.客戶滿意項目統計表______________________11
13.未成交客戶基本情況統計表________________11
14.未成交客戶轉移目標原因分析表____________12
15.退訂客戶原因分析表______________________12
16.意向客戶統計表__________________________13
17.中意客戶檔案表__________________________14
18.實際購房與意向購房客戶比率統計表________14
19.客戶獲取本樓盤信息渠道統計表____________14
20.客戶抱怨表______________________________15
21.客戶投訴分析表__________________________16
22.客戶投訴處理表__________________________17
23.客戶調查表______________________________18
24.鼓勵與方便客戶投訴表____________________19
25.客戶滿意程度評估表______________________20
26.客戶滿意程度調查表______________________21
27.客戶滿意指數（CSI）調查表________________24
28.客戶意見統計表__________________________25
29.客戶管理表______________________________25
30.客戶問訊總結表__________________________26
31.客戶情況報表____________________________27
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