有关客户关系管理的几句总结

偶然在网上看到有关客户关系管理的几句话，讲的很到位，特摘录编译如下：

The value of the brand needs to be sustained to avoid commoditisation, while the profitability of different customer segments helps define business and communications strategies. Loyalty and customer satisfaction, meanwhile, forge an intimate connection with the bottom line. The impact of all customer ’touchpoints’ have to be controlled and co-ordinated. And staff and agencies need to be trained and incentivised to act as brand advocates.

独特的品牌价值需要塑造来避免产品的趋同化，不同客户群体的获利性决定了业务和沟通战略。客户满意和忠诚与企业收益密切相关。所有客户“接触点”对客户的影响必须能够控制和协调。所有的员工和相关机构都需要接受相关培训，并有相应的激励制度鼓励他们维护和增值企业的品牌。

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