hoặc bare-xương "nhãn cầu" phương pháp "vé rắc rối.", Đây là giai đoạn đầu tiên nhận được thông tin thực tế về khách hàng cụ thể của bạn. Nhân viên. Trong chương 5, chúng tôi nói chuyện về làm thế nào để thúc đẩy nhân viên ở tuyến đầu để có được thông tin và nhân viên bán hàng | 108 Customer Relationship Management Step two is to plan out where you want to go. Think about the Customer Service Sales Profile discussed in Chapter 2 and Chapter 3. Where do you want to take your customers during their online visit uses its online presence to foster customer relationships at all three levels. Any individual can search the Amazon database and purchase a book or other product. That s the stand-alone transaction piece. Amazon also encourages your next purchase the repeat customer piece with its customers who bought this product also bought these products feature. When we visit we are automatically recognized and greeted with Hello. We have recommendations for you. also nurtures the customer advocacy piece by asking customers to review the books and products they find on its electronic pages. This invitation encourages customers to visit the site after they make and receive their purchase just to put in their two cents about their satisfaction or dissatisfaction with what they received. Taking its customers on this highly sophisticated road through the its Pyramid Profile requires that invest large amounts of financial and human capital in its e-commerce connections. Amazon s applications represent the monster SUV of e-commerce. And it works and works well for that company. You however may want to begin with a more modest investment as you choose your e-commerce vehicle. Consider how your company and your department currently connect with customers. Think about your external customers those who pay money for your products and services and your internal customers other departments or individuals who depend on you and your group. Make a list. Put a star by the connections that already use the Internet. Here s our list to get you started Yellow pages phone directory More and more customers search for company contact information via the Internet. Are you listed Is the listing accurate and up to date E-mail Is
