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corporate culture, organization structure, business processes and customer information, with an information technology infrastructure that puts the customer at the core design point. Customer Relationship Management (CRM) ensure life-sustaining market share and wallet share as a necessary core competency. Growth is one of the key life forces of an enterprise, thus the course will review the art and science of attracting, developing and retaining loyal customers.
As we enter the 21st century, technology, business, the economy, and society are changing more rapidly than at any point in history. Technology is woven into personal lives and businesses due to the combined forces of technology advances and emphasis on reducing costs. At the core of this change is a fundamental shift in business philosophy that is based on strong, trusting relationships with individual customers. This will dramatically change the competitive dynamics of business with a significant power shift to the customer. Businesses must learn how all customer interactions can promote a mutually beneficial relationship between each customer and the enterprise. CRM strategy must include executing a “best of breed” front line customer delivery service across all contact points of an enterprise.
These concepts will be reinforced through studying enterprises who have pioneered a CRM philosophy then analyze their lessons learned, and apply those to developing solutions for case study problems.
The development of analytical, communication and interpersonal skills are key elements of employability requirements in a business environment.
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