CRM的远景与目标
Quiz
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Fun
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3rd Grade - University
•
Hard
Lei Lei
Used 18+ times
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10 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
以下哪一项不是客户关系管理远景制定的基本指导原则
企业选择多样化
关注战略性客户
企业能力与战略性客户匹配
客户策略具体应用
客户关系管理远景与企业策略融合
Answer explanation
企业选择多样化属于企业远景要素与关键问题中企业远景陈述的一个方面。
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
以下哪一项不是客户关系管理远景制定过程中企业有可能采取的客户策略?
客户关怀
客户赢返
资源针对性投入
定制化营销
客户满意度提升
Answer explanation
资源针对性投入是保证客户关系管理远景为企业创造价值的关键,属于客户关系管理远景基本指导原则中关注战略性客户的内容。
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
建立商业案例的关键要素不包括
经营理由
变革项目成本
风险分析
服务成本
回报水平
Answer explanation
见课本p66
4.
FILL IN THE BLANK QUESTION
1 min • 1 pt
客户关系管理远景的两项关键因素分别是
5.
FILL IN THE BLANK QUESTION
1 min • 1 pt
客户关系发展的三个维度
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
客户资产(customer equity)最早在哪一年提出?
1992
1994
1995
1996
Answer explanation
由Blattherg和Delighton提出,认为企业要赢得高价值客户,获得高收益回报,就要将客户作为资产来看待,实行资产化管理。
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
客户终身价值(CLV)最早于哪一年提出
1989
1990
1991
1992
Answer explanation
由雷奇汉Reichheld在1990年提出。
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