有一天,你有一位老客户打进电话来打算续订明年的杂志,按照惯例你需要让他回答你一系列的问题:姓名、电话、地址——太多的问题耗费了相当多的精力和时间。假如我们换一种做法,不再是你问他问题,而是你能准确的说出他的前期资料信息来让他确认——大大减轻了客户的工作负荷,而且会让客户觉得我们是“自己人”。显然,后面一种做法是我们希望看到的,它提高了客户对媒体的忠诚度和满意度,而要做到这一点的基本条件是你要拥有CRM(客户关系管理)信息资源数据库。 One day, you have an old customer who is on the phone to plan to renew next year’s magazine. By convention, you need to have him answer a series of questions: name, phone number, address - too much of a problem takes a lot of energy and time. If we change the way, you no longer ask him questions, but you can accurately tell his preliminary information to let him confirm - greatly reduce the workload of the client, but also make the customer feel that we are “My people.” Obviously, the latter approach is what we hope to see, which increases customer loyalty and satisfaction with the media, and the basic condition to do this is that you have a database of CRM (customer relationship management) information resources.