Rex 发表于 2009-12-26 22:02
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">Some organizations consider all of their constituencies to be customers. If that's the case, there needs to be a CRM strategy that addresses each, </span>
Rex 发表于 2009-12-26 22:02
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">as well as a prioritization of the customer groups so there is an understanding of whose needs should be met first if, for example, </span>
Rex 发表于 2009-12-26 22:03
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">the needs of two groups conflict. That information must then be communicated throughout the organization.</span>
Rex 发表于 2009-12-26 22:03
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; "><strong>How is this all different</strong> than in the past? </span>
Rex 发表于 2009-12-26 22:03
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">Customer influence. Customers today are increasingly expecting a more active role in their relationships with the organizations they value. </span>
Rex 发表于 2009-12-26 22:03
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">They want to give feedback that actually gets used in developing products or improving service.</span>
Rex 发表于 2009-12-26 22:04
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; "> They want to participate in creating marketing campaigns, deliver service to other customers online, and share their expertise.</span>
Rex 发表于 2009-12-26 22:04
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; "> More and more, customers today demand to be heard. </span>
Rex 发表于 2009-12-26 22:04
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">They want to help formulate what <em>partnership</em> and <em>profitability</em> and <em>customer experience</em> mean and how those things impact them.</span>
Rex 发表于 2009-12-26 22:12
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">Organizations that don't recognize this do so to their detriment.</span>
Rex 发表于 2009-12-26 22:12
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">Now more than ever it's time to work with customers to create profitable relationships.</span>
Rex 发表于 2009-12-26 22:12
Re:Let Customers Be Your Guide to Success
<span class="Apple-style-span" style="font-size: small; color: rgb(51, 51, 51); font-family: Arial, sans-serif; line-height: 19px; ">Letting go of "controlling" the relationship even a little could return a lot--a lot of trust, value, loyalty...all integral to transforming a CRM strategy to what it really should be: a profitable, enterprisewide business strategy.</span>