{"id":1721,"date":"2020-06-15T19:00:50","date_gmt":"2020-06-15T11:00:50","guid":{"rendered":"https:\/\/blog.bestcem.com\/?p=1721"},"modified":"2020-06-15T10:27:04","modified_gmt":"2020-06-15T02:27:04","slug":"%e4%b8%80%e6%96%87%e7%9c%8b%e6%87%82-%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%e7%9a%84%e6%98%a8%e5%a4%a9%e3%80%81%e4%bb%8a%e5%a4%a9%e5%92%8c%e6%98%8e%e5%a4%a9","status":"publish","type":"post","link":"https:\/\/www.bestcem.com\/blog\/%e4%b8%80%e6%96%87%e7%9c%8b%e6%87%82-%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%e7%9a%84%e6%98%a8%e5%a4%a9%e3%80%81%e4%bb%8a%e5%a4%a9%e5%92%8c%e6%98%8e%e5%a4%a9\/","title":{"rendered":"\u4e00\u6587\u770b\u61c2 | 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Management\uff0cCVM)\u7684\u63a2\u7d22\u6700\u65e9\u53ef\u4ee5\u8ffd\u6eaf\u5230\u4e0a\u4e16\u7eaa90\u5e74\u4ee3\uff0c\u4f46\u57fa\u672c\u662f\u901a\u8fc7\u7535\u8bdd\u3001\u90ae\u4ef6\u7b49\u5f62\u6210\u5f00\u5c55\uff0c\u7eb8\u8d28\u62a5\u544a\u4ec5\u7528\u6765\u9648\u8ff0\u53d1\u73b0\u3002<\/p>\n<p>\u5230\u672c\u4e16\u7eaa\u521d\uff0c\u4f01\u4e1a\u53cd\u9988\u7ba1\u7406(Enterprise Feedback Management\uff0cEFM)\u5728\u6b27\u7f8e\u56fd\u5bb6\u5f00\u59cb\u4ea7\u751f\u5e76\u5f62\u6210\u7ba1\u7406\u5de5\u5177\uff0c\u7528\u7ebf\u4e0a\u624b\u6bb5\u6765\u6355\u83b7\u5ba2\u6237\u5fc3\u58f0\u3002\u4f46\u4e0d\u8db3\u4e4b\u5904\u5728\u4e8e\uff0c\u7cfb\u7edf\u5b9a\u5236\u548c\u96c6\u6210\u7684\u8d39\u7528\u975e\u5e38\u9ad8\u6602\u3002<\/p>\n<p>\u540e\u6765\uff0c\u53c8\u7531\u4e8e\u5ba2\u6237\u610f\u89c1\u7cfb\u7edf\u90fd\u6709\u590d\u6742\u7684\u52a0\u6743\u7cfb\u6570\u548c\u6307\u6570\uff0c\u4f7f\u7528\u8005\u96be\u4ee5\u7406\u89e3\uff0c\u4e8e\u662f\u51fa\u73b0\u4e86\u51c0\u63a8\u8350\u503c(Net Promotion Score,NPS)\u7684\u6982\u5ff5\u3002\u5927\u5927\u964d\u4f4e\u4e86\u6210\u672c\u548c\u4f7f\u7528\u96be\u5ea6\u3002<\/p>\n<p>\u8fd110\u5e74\uff0c\u968f\u7740\u6570\u5b57\u5316\u7684\u666e\u53ca\uff0c\u4f01\u4e1a\u5bf9\u5ba2\u6237\u53cd\u9988\u7684\u65f6\u6548\u6027\u3001\u771f\u5b9e\u6027\u7684\u8981\u6c42\u4e0d\u65ad\u63d0\u9ad8\uff0c\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406(CEM)\u7684\u7406\u5ff5\u7531\u6b64\u4ea7\u751f\uff0c\u5e76\u9010\u6e10\u5f15\u5165\u56fd\u5185\u3002<\/p>\n<p>\u57fa\u4e8e\u6280\u672f\u7684\u53d1\u5c55\uff0c\u4e5f\u4f7f\u6211\u4eec\u53ef\u4ee5\u6301\u7eed\u83b7\u5f97\u6240\u6709\u63a5\u89e6\u70b9\u7684\u7528\u6237\u4f53\u9a8c\u53cd\u9988\u3001\u884c\u4e3a\u6001\u5ea6\u548c\u6e20\u9053\u4ea4\u4e92\u4fe1\u606f\uff0c\u5f62\u6210\u5ba2\u6237\u6d1e\u5bdf\u3002<\/p>\n<p><center><img loading=\"lazy\" src=\"http:\/\/pb3.pstatp.com\/large\/dfic-imagehandler\/684258fd-6b03-4490-9975-42f7886811d6\" alt=\"\" width=\"640\" height=\"424\" \/><\/center><\/p>\n<h4>\u56fd\u5185\u53d1\u5c55<\/h4>\n<p>2010\u5e74\u540e\uff0c\u968f\u7740\u6211\u56fd\u670d\u52a1\u7ecf\u6d4e\u63a5\u8fd1\u6781\u81f4\uff0c\u6570\u5b57\u5316\u6d6a\u6f6e\u4e4b\u4e0b\uff1a<\/p>\n<ul>\n<li>\u5ba2\u6237\u4e50\u4e8e\u5728\u793e\u4ea4\u5a92\u4f53\u4e0a\u5206\u4eab\u4f53\u9a8c\u548c\u53d1\u8868\u89c2\u70b9;<\/li>\n<li>\u6280\u672f\u7684\u5347\u7ea7\u548c\u7ade\u4e89\u7684\u52a0\u5267\u4f7f\u5f97\u5ba2\u6237\u7684\u884c\u4e3a\u548c\u9700\u6c42\u53d8\u5316\u8d8a\u6765\u8d8a\u5feb;<\/li>\n<li>\u7528\u6237\u8d8a\u6765\u8d8a\u5173\u6ce8\u6574\u4f53\u4f53\u9a8c\uff0c\u800c\u975e\u5355\u4e00\u5356\u70b9(\u5982\u4ef7\u683c\u4f4e\u3001\u8d28\u91cf\u597d\u3001\u54c1\u724c\u54cd\u7b49)\uff0c\u4efb\u4f55\u4e00\u4e2a\u73af\u8282\u7684\u4e0d\u6ee1\u90fd\u4f1a\u9020\u6210\u5ba2\u6237\u6d41\u5931;<\/li>\n<li>\u4ea7\u54c1\u751f\u547d\u5468\u671f\u8d8a\u6765\u8d8a\u77ed\u3001\u5e02\u573a\u66f4\u8fed\u901f\u5ea6\u8d8a\u6765\u8d8a\u5feb\uff0c\u7559\u7ed9\u4f01\u4e1a\u505a\u51b3\u7b56\u5f97\u7a7a\u95f4\u5374\u8d8a\u6765\u8d8a\u5c11\u3002<\/li>\n<\/ul>\n<p>\u57fa\u4e8e\u4e0a\u9762\u51e0\u70b9\u53d8\u5316\u7279\u5f81\uff0c\u4f01\u4e1a\u5bf9\u5ba2\u6237\u7684\u4e86\u89e3\u8d8a\u591a\u8d8a\u53ca\u65f6\uff0c\u5bf9\u81ea\u8eab\u7684\u5b9a\u4f4d\u8d8a\u660e\u786e\u6e05\u6670\uff0c\u5c31\u8d8a\u5229\u4e8e\u907f\u5751\u3001\u53d1\u73b0\u673a\u9047\u3001\u6316\u6398\u6f5c\u5728\u4ef7\u503c\u3002\u8fd9\u610f\u5473\u7740\uff0c\u5ba2\u6237\u4f53\u9a8c\u8d8a\u6765\u8d8a\u91cd\u8981\uff0c\u751a\u81f3\u5728\u4e00\u5b9a\u7a0b\u5ea6\u4e0a\uff0c\u5bf9\u4f01\u4e1a\u7684\u5b58\u5728\u4ef7\u503c\u8d77\u5230\u51b3\u5b9a\u4f5c\u7528\u3002<\/p>\n<p>\u201c\u4f53\u9a8c\u6210\u98ce\u201d\u7684\u8d8b\u52bf\u4e4b\u4e0b\uff0c\u5bf9\u5ba2\u6237\u4f53\u9a8c\u7684\u91cd\u89c6\u4e5f\u50ac\u751f\u4e86\u4e00\u4e2a\u65b0\u7684\u804c\u4f4d\u2014\u2014\u9996\u5e2d\u4f53\u9a8c\u5b98(CXO\uff0c\u6216\u79f0\u201c\u9996\u5e2d\u7528\u6237\u4f53\u9a8c\u5b98) 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href=\"https:\/\/www.bestcem.com\/\">\u500d\u5e02\u5f97\u5168\u6d41\u7a0b\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u5e73\u53f0<\/a>\u5e94\u8fd0\u800c\u751f\u3002<\/p>\n<p><center><img loading=\"lazy\" src=\"http:\/\/pb3.pstatp.com\/large\/dfic-imagehandler\/0d4e9552-5fd9-454a-b5f4-9a3ab25a3c0b\" alt=\"\" width=\"640\" height=\"427\" 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loading=\"lazy\" src=\"http:\/\/pb3.pstatp.com\/large\/dfic-imagehandler\/2676a441-23c0-41bb-b0a4-224c851cac9a\" alt=\"\" width=\"640\" height=\"427\" 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