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
• Read the article below about business and customers and the questions on the opposite page. • For each question 13-18, mark on
• Read the article below about business and customers and the questions on the opposite page. • For each question 13-18, mark on
admin
2014-03-03
57
问题
• Read the article below about business and customers and the questions on the opposite page.
• For each question 13-18, mark one letter (A, B, C or D)on your Answer Sheet for the answer you choose.
Focus on Your Customer
If you think of the most successful companies around the world -- GM, Wal-Mart, IBM, etc. -- they all have one thing in common: loyal customers. It can cost ten to twenty times as much to acquire a customer as to retain one, so it’s easy to understand why customer relationship management is such a hot concept. But, while everyone understands CRM is a good thing, putting a CRM strategy together isn’t easy. The place to start? A customer-driven business model.
A customer-driven business model is the most prudent method of ensuring customer loyalty because it fosters a better relationship with new and existing customers. Others such as market, price, cost or e-commerce-driven business models may generate profits, but fall short of sustaining a loyal customer base. At the heart of customer-driven business model is a clear understanding of the customer -- not just customer trends (although this is useful information, too), but the buying habits and history of every one of your customers. This 360-degree view provides analytics from multiple channels (direct, web, fax, E-mail, call center, sales/marketing) and consolidates into a common repository. Monitoring buying habits and tracking market dynamics lets you more effectively market new and existing products and services.
If you think this is a daunting task, you aren’t alone. Because most enterprises don’t have a consolidated view of their customers, obtaining customer profit and cost information is often a Herculean effort.
Implementing a CRM solution is usually a huge project with a high probability of failure. Some analysts suggest most businesses underestimate the cost of a CRM Implementation by 40~75 percent. In fact, a successful CRM will interface with ERP systems to provide integration with all customer interactions such as order processing, billing. Also, CRM strategies must include commitment and sponsorship from senior management, as it should be deemed a strategic investment that is implemented incrementally and evolutionary.
Understanding critical success factors, such as those listed in the "Key to CRM Success" sidebar, mitigates the risks. First, start with a cultural change that focuses on a customer-centric business strategy. Make sure your organization is well aware of the high cost of customer attrition and is focused on improving retention, increasing loyalty. Understanding and broadcasting the cost of acquiring new customers versus fostering existing relationships.
Second, focus on an enterprise view of the customer that encompasses all customer data, such as communication history, purchasing behaviors, channel preferences, demographics, etc. Understand your customers’ preferred channels and determine if there’s some way to optimize them.
Adopt a flexible architecture that will expand with your business -- this is true with any IT project. Never deploy a strategic, costly solution using the big-bang approach. Always take an incremental, evolutionary, or iterative approach. The impact to your organization can be significant, thus, proceed slowly and ensure the returns on investment measures are in place.
According to the writer, a customer-driven business model ensure customer loyalty by
选项
A、attaching great attention to customers’ buying inclination.
B、keeping track of what customers have purchased.
C、having a panorama understanding of customers.
D、launching new products and services quickly.
答案
C
解析
转载请注明原文地址:https://jikaoti.com/ti/t1TYFFFM
本试题收录于:
BEC中级阅读题库BEC商务英语分类
0
BEC中级阅读
BEC商务英语
相关试题推荐
—Lookatthenotesbelow.—Youwillhearamantelephoningtoaskaboutarecenttrainingsession.NotesOutcomesof
LookatformbelowYouwillhearaphoneinterviewSystemofcompany:(9)______system.Thepersonwhoapplysforthe
Youwillheartwopeopletalkingaboutcorporatecultureofcompany.Nameofprogramme:(5)______EricFinucaneworksa
YouwillhearanewsreporterAismakingphoneinterviewwithBconcerningthisintrapreneurship.Nameofthecompany:(1)
Forquestions18-22,choosetheopinionorintentionexpressedWriteoneletter(A-H)nexttothenumberoftherecording.Donot
Forquestions18-22,choosetheopinionorintentionexpressedWriteoneletter(A-H)nexttothenumberoftherecording.Donot
Forquestions18-22,choosetheopinionorintentionexpressedWriteoneletter(A-H)nexttothenumberoftherecording.Donot
•Youwillheararadiointerviewaboutthesportswearindustry.•Choosethecorrectphrasetocompletethesentences23—30.•
•YouwillhearajobapplicanttalkingtothePersonnelManagerofachainofstores.•Foreachsentence23-30,markonelett
随机试题
与血氨升高有关与肝硬化有关
关于隐性乳腺癌的诊治中,正确的是
婴儿1岁时身长约达()cm。
下列属于思维形式障碍的是()。
面试的开始阶段应从()发问,从而营造和谐的面试气氛。
2014年5月6日,甲公司与乙公司签订合同,约定甲公司于6月1日付款,乙公司于6月15日交付机械设备,合同签订10日后,乙公司生产的机械设备因存在严重的质量问题造成重大事故被曝光,并且有关部门介人调查。下列说法正确的是()。
某单位购买一批树苗计划在一段路两旁植树。若每隔5米种1棵树,可以覆盖整个路段,但这批树苗剩20棵。若每隔4米种1棵树且路尾最后两棵树间的距离为3米,则这批树苗刚好可覆盖整个路段。这段路长为()。
某省旅游业较为发达,据统计,该省2014.年lm2月份接待入境游客45.9万人次,旅游外汇收入2亿美元,同比分别增长11.8%和10.9%,增幅分别比上年同期回落4.7个和16.9个百分点。接待港澳台游客20.7万人次,增长6.5%,增幅比上年
In1870srichpeoplebegantospeakofspendingweekendsinthecountryvisitingfriends.Formostpeoplebackthen,however,th
HowtoMakeAttractiveandEffectivePowerPointPresentationsA)MicrosoftPowerPointhasdramaticallychangedthewayinwhicha
最新回复
(
0
)