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
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM)
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM)
admin
2018-03-18
32
问题
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM).
As you listen, for questions 1-12, complete the notes using up to three words or a number.
After you have listened once, replay the recording.
Case studies in Customer Relationship
Management (CRM)
Unicorn (telecoms company)
New software means that advisers know the【L1】______of a call before answering it.
The working group investigated the way in which Unicorn’s【L2】______ were used.
Unicorn’s contact centres in different【L3】______are connected.
There was a two-thirds reduction in the number of【L4】______across several departments.
The most significant achievement was an improvement in the【L5】______of customers.
The factors in Unicorn’s success include:
the involvement of employees
a promise of no obligatory【L6】______
Northlands Water (water company)
It was created following the【L7】______of several authorities.
It had to reduce costs, improve service and maintain its【L8】______
It bought its CRM system from Parchment, who also provided its【L9】______software.
The benefits of the new system include:
a reduction in the number of【L10】______
the big, complicated【L11】______has been made more efficient
the【L12】______get information by computer.
【L2】
Part One. Questions 1 to 12.
You will hear a college lecturer talking to a group of students about two case studies in Customer Relationship Management (CRM).
As you listen, for questions 1 to 12, complete the notes, using up to three words or a number.
After you have listened once, replay the recording.
You now have 45 seconds to read through the notes.
[pause]
Now listen, and complete the notes.
[pause]
Today we’re going to look at Customer Relationship Management - better known as CRM -and I’ll start by giving you examples of two companies that have benefited from introducing CRM systems, in a radical - and expensive - reorganisation of the way they service their customers.
A few years ago, Unicorn, a major telecoms company, installed CRM software which holds details of all its customers. This system uses an interactive voice response software application, so that callers can define the subject that they’re calling about before being put through to an adviser. And advisers can view customer details on-screen as they answer calls.
One element in the introduction of CRM was the establishment of a working group tasked to examine the utilisation of all its buildings, something that was long overdue, as until then, Unicorn had never examined whether they were being put to the best use. This resulted in a seventy-five per cent reduction in the number of contact centres. Those remaining are located in several time zones, and are linked by the CRM software to provide a service twenty-four hours a day. Customers call a central number and are routed to whoever is free to take their call and has the right information to deal with their query. And this adviser can be in any contact centre. With advisers better able to resolve problems at the first point of contact, the number of calls to be handled has dropped considerably.
Unicorn integrated several business divisions, making it possible to cut support staff by two thirds, mostly from IT and training sections. The number of desktop PCs, too, was reduced significantly. As a result of changing to the new system, the most important measure, customer satisfaction, has shown a marked improvement.
A key factor in the company’s success was that it made strenuous efforts to ensure staff involvement right from the start. Another was the policy that there wouldn’t be any compulsory redundancies, and in this way the company avoided demoralising the workforce.
OK. Now another major company that has successfully implemented a CRM system is Northlands Water, a publicly owned business formed in 2002 through a merger. The new company replaced three regional water authorities which had previously been government controlled. Within four years, Northlands had achieved the targets it was set on its formation: costs reduced by forty per cent and better customer service, without any deterioration in product quality.
For its contact centres, the company bought a CRM system from Parchment, one of the biggest vendors in the sector. One reason for the choice was that the same supplier had already been used for Northlands’ back-office systems. In addition, Parchment was able to provide the software much sooner than most of the other potential suppliers.
One result is that the call-centre staff can answer enquiries faster and more effectively, so there are now far fewer repeat calls. This has of course been welcomed by the company and customers alike.
Water companies like Northlands have a large network of pipes, and the public needs access to water day and night. This means there has to be a large and complex field operation, and in this area, too, the CRM system has produced great savings, in both time and money. For example, instead of coming into the office to be given work, and information about customers, the engineers are connected to the system via laptop computers, giving them access to all the information they need. This gives them autonomy, and means they can do a much better job than before.
选项
答案
(OWN) BUILDINGS / PREMISES
解析
转载请注明原文地址:https://jikaoti.com/ti/U5MsFFFM
本试题收录于:
BEC高级听力题库BEC商务英语分类
0
BEC高级听力
BEC商务英语
相关试题推荐
A、 B、 C、 AThefirstspeakerdidn’tgetenoughsleep,andthesecondspeakergivestheadviceofgoingtobe
A、 B、 C、 D、 A通过图片中人们在公园里休息或行走的情景,可以联想到park,bench.people,sitrelax,walk等几个单词。应注意(B)选项中的indoors(室内)和(C)选项中的
A、 B、 C、 AThenI’llcallbackanothertime.SinceMr.Williamsisn’tintheofficenow,thespeakerdecides
Whowillmostlikelyattendthemeeting?
Accordingtothewoman,whyhasthecompanygoneoveritsbudgetthisquarter?
Whataretheytalkingabout?
Whataretheytalkingabout?
Whatkindofpeopleareattendingtheseminar?
Whenwillthemeetingbeheld?
Somecompanydepartmentsandtheirresponsibilities部门职责
随机试题
X线片上显示为包绕牙根的、连续不断的高密度线条状影像在牙体X线片上影像密度最高的是
关于医德教育意义的叙述,不正确的为()
对罪犯在服刑期间发现漏罪及犯新罪的管辖错误的是:()
下列选项中说法错误的是()。
会计法律制度侧重于调整会计人员的()和结果的合法性。
基准比较法在实际应用中存在的问题有( )。
外国企业在中国境内未设立机构、场所,而有取得的来源于中国境内的利润、利息、租金、特许权使用费和其他所得,或虽设立机构、场所,但上述所得与其机构、场所没有实际联系的,自2000年1月1日起,减按()的税率征收预提所得税。
【2010江西真题】课程标准是()的基本纲领性文件。
下面对对象概念描述正确的是
Theplanecrashed,itsbombs()asithittheground.
最新回复
(
0
)