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
41
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.
【L1】
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
SUBJECT/TOPIC
解析
转载请注明原文地址:https://jikaoti.com/ti/R5MsFFFM
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
Whoisthespeaker?
WhatdoesthespeakerclaimabouttheF6600-DCopyandPrintSystem?
What’stherelationshipbetweenthemanandthewoman?
A、 B、 C、 C听到选项(C)中的“customerservice”就应该立即反应出这里指的是“接受申请表的地方”。选项(B)的回答可以作为询问时间的问题的答案,在这里并不合适。
Whendoesthemeetingbegin?
A、 B、 C、 ABecauseusuallystatesareasonthatanswersawhyquestion.Choice(B)confusesthesimilarsoundsget
A、 B、 C、 A(A)意思是很难预测出此次选举谁会胜出,在意思上前后衔接顺畅,故为正确答案。(B)疑问词引导的疑问句不适合用Idon’tthinkso.来回答。(C)使用与election有关的词decided
FlextimeYourcompanyisplanningtoadoptflextime.Youhavebeenaskedtosubmitideasonit.Discussanddecidetog
Howdoyouworkwithotherpeople?Doyouknowyourownpersonalstrengthsandweaknesses?Lookatthese‘types’belowanddecide
Question询问
随机试题
靴形心多见于
A.脾俞、胃俞、中脘、足三里B.期门、支沟、阳陵泉、足三里、太冲C.肺俞、厥阴俞、志室、气海D.肝俞、肾俞、期门、行间、足三里、三阴交E.三阴交、神门、曲泉、内关、合谷
申请人应自知道具体行政行为侵犯其合法权益之日起()日内提出行政复议申请。
工程量清单表中项目编码的第四级为( )顺序码。
Receivedforshipmentbilloflading,statesdefinitelythatthegoodshavebeenreceivedbythecarrierandconfirmsthatthego
活期存款的起存金额是()。
在教材编写过程中,课程内容前后反复出现,且后面内容是对前面内容的扩展和深化,这种教材编排方式是()
不过,灾后重建也不能光强调生态环境保护而_______了民众生存发展的需要,否则就是________。依次填入画横线部分最恰当的一项是()。
下列说法中,错误的是
A、Ithelpspeopleacquirevariousmeansofcommunication.B、Ithelpspeopleunderstandhowtogetalongwithfriends.C、Ithelps
最新回复
(
0
)