wangluoshidaidelailin
，shideqiyeyoujihuitongguoduozhongqudaohuodegengduokehu，dantongshi
，yeshidekehuzhongchengduyuelaiyuenanyiweichi。zaisousuochengbenyuelaiyuedideqingkuangxia
，wangluoshangdehailiangxinxirangkehuyongyoulezugoufenbiannenglibingnengxunsuzuochujueding——在一秒鍾內選擇或放棄某個企業的商品，或在下一秒鍾再更換成另一家企業。企業一點點的偏差就有可能流失客戶。

對此
，企業不要短視地看待客戶今天的購買行為
、goumaishulianghezhifujine。yexunijintiandaimandekehu，mingtiandexiaofeixuqiuhuibaozhashizengchang

，danjieshikehuxiaofeizengjialiangdezhichu，kenengyinnixirifuwudebuzhou，yizhuanrujingzhengduishoudeqiandailile。suoyiqiyeyaoyongqingganlaolaodishuanzhunaxieyoujiazhidehuojuqianzaijiazhidekehu，tigaotamenduiqiyedemanyiduhezhongchengdu，jinkenengyanchangkehudeshengmingzhouqi，zuizhongshixiankehujiazhidebeizeng。

美國管理學大師曾根據顧客對於企業的價值，將顧客劃分為三類：最有價值顧客
、最(zui)具(ju)增(zeng)長(chang)性(xing)顧(gu)客(ke)與(yu)負(fu)值(zhi)顧(gu)客(ke)。一(yi)家(jia)企(qi)業(ye)必(bi)須(xu)堅(jian)守(shou)住(zhu)其(qi)最(zui)有(you)價(jia)值(zhi)的(de)客(ke)戶(hu)，盡(jin)量(liang)盡(jin)快(kuai)地(di)將(jiang)其(qi)增(zeng)長(chang)性(xing)的(de)客(ke)戶(hu)轉(zhuan)化(hua)為(wei)價(jia)值(zhi)客(ke)戶(hu)，同(tong)時(shi)盡(jin)快(kuai)拋(pao)棄(qi)掉(diao)負(fu)值(zhi)客(ke)戶(hu)，因(yin)為(wei)負(fu)值(zhi)客(ke)戶(hu)給(gei)企(qi)業(ye)帶(dai)來(lai)不(bu)了(le)任(ren)何(he)價(jia)值(zhi)，隻(zhi)會(hui)耗(hao)用(yong)企(qi)業(ye)資(zi)源(yuan)。

理li解jie客ke戶hu價jia值zhi，不bu能neng簡jian單dan地di以yi銷xiao售shou收shou入ru為wei基ji礎chu，而er要yao以yi成cheng本ben為wei基ji礎chu，更geng關guan注zhu服fu務wu於yu每mei個ge客ke戶hu所suo耗hao費fei的de成cheng本ben。如ru果guo從cong某mou個ge客ke戶hu身shen上shang獲huo得de的de銷xiao售shou收shou入ru很hen高gao

，但dan服fu務wu於yu該gai客ke戶hu的de成cheng本ben也ye很hen高gao，兩liang項xiang相xiang抵di
，最zui後hou公gong司si獲huo得de的de利li潤run則ze很hen小xiao，這zhe樣yang最zui終zhong客ke戶hu的de價jia值zhi不bu一yi定ding很hen高gao了le。

CRM係xi統tong能neng針zhen對dui客ke戶hu資zi料liao進jin行xing篩shai選xuan與yu分fen析xi
，判pan定ding客ke戶hu價jia值zhi。係xi統tong會hui分fen析xi客ke戶hu循xun環huan消xiao費fei的de頻pin度du，循xun環huan消xiao費fei的de頻pin度du越yue高gao，客ke戶hu潛qian在zai的de價jia值zhi增zeng長chang就jiu越yue大da。再zai比bi如ru增zeng量liang消xiao費fei額e及ji購gou買mai率lv，客ke戶hu每mei次ci購gou買mai某mou種zhong產chan品pin或huo服fu務wu的de金jin額e是shi多duo少shao，增zeng量liang購gou買mai率lv有you多duo高gao
，這zhe都dou關guan係xi著zhe客ke戶hu的de潛qian在zai價jia值zhi增zeng長chang狀zhuang況kuang。

從客戶的角度來說
，客戶對分類管理也存在著潛在要求。客戶需求呈現出日益多樣化、chayihuahegexinghuadetedian，kehuxiwangzijidegexinghuaxuqiunenggoudedaomanzu，erbujinshixiwangnenggoumanzuzijidejibenxuqiu
，tamenrenweizheshiqiyeduizijideyizhongzunzhong。lingwai，butongkehuduizengzhifuwudexuqiuyebutong。duiyuyuqiyejianlishencengcihezuoguanxidekehulai
，kehuhaiwangzijinenggoubiqitakehuduodedaoyixiezengzhifuwu。qishi
，kehugexinghuaxuqiuhezengzhifuwuxuqiudemanzuchengdu
，duikehumanyiduhezhongchengduyouzhejudadeyingxiang。

CRM(http://lmgwndr.cn/index.html)

CloudCC CRM免費試用通道 >>>