{"id":1841,"date":"2020-07-08T08:00:45","date_gmt":"2020-07-08T00:00:45","guid":{"rendered":"https:\/\/blog.bestcem.com\/?p=1841"},"modified":"2020-07-07T16:17:25","modified_gmt":"2020-07-07T08:17:25","slug":"%e5%80%8d%e5%b8%82%e5%be%97%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%e8%af%be%e5%a0%82-3%e4%b8%aa%e5%85%b3%e9%94%ae%e8%af%8d%ef%bc%8c%e7%9c%8b%e6%87%82%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e7%ae%a1","status":"publish","type":"post","link":"https:\/\/www.bestcem.com\/blog\/%e5%80%8d%e5%b8%82%e5%be%97%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%e8%af%be%e5%a0%82-3%e4%b8%aa%e5%85%b3%e9%94%ae%e8%af%8d%ef%bc%8c%e7%9c%8b%e6%87%82%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e7%ae%a1\/","title":{"rendered":"\u500d\u5e02\u5f97\u4f53\u9a8c\u7ba1\u7406\u8bfe\u5802 | 3\u4e2a\u5173\u952e\u8bcd\uff0c\u770b\u61c2\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u53d1\u5c55\u8d8b\u52bf"},"content":{"rendered":"

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\u6bcf\u5929\u4e00\u4e2a\u7ecf\u5178\u6848\u4f8b\uff0c\u5e26\u4f60\u8d70\u8fd1\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u3002\u5404\u4f4d\u597d\uff0c\u6211\u662f\u500d\u5e02\u5f97\u7684\u90ed\u6653\u6ce2\u3002\u4e0a\u4e00\u8282\u8bfe\uff0c\u6211\u4eec\u5206\u4eab\u4e86\u901a\u8fc7\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7cfb\u7edf\u3001\u8fd0\u7528\u6570\u5b57\u5316\u6280\u672f\u6765\u8d4b\u80fd\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u3002<\/p>\n

\u25cf \u4e0a\u4e16\u7eaa90\u5e74\u4ee3\uff1a<\/strong><\/p>\n

\u56fd\u5916\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6(CSR)\u3001\u5ba2\u6237\u4ef7\u503c\u7ba1\u7406(Customer Value 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

\u25cf \u5230\u672c\u4e16\u7eaa\u521d\uff1a<\/strong><\/p>\n

\u4f01\u4e1a\u53cd\u9988\u7ba1\u7406(Enterprise FeedbackManagement\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\u4f46EFM\u7cfb\u7edf\u5927\u591a\u662f\u4e3a\u4f01\u4e1a\u91cf\u8eab\u5b9a\u5236\uff0c\u5176\u5b9a\u5236\u548c\u96c6\u6210\u7684\u8d39\u7528\u76f8\u5bf9\u6bd4\u8f83\u9ad8\u6602\u3002<\/p>\n

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\u25cf \u8fd110\u5e74\uff1a<\/strong><\/p>\n

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\u5728\u56fd\u5185\uff0c\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7cfb\u7edf\u4e5f\u9700\u8981\u5177\u6709\u9c9c\u660e\u7684\u4e2d\u56fd\u7279\u8272\uff0c\u624d\u80fd\u66f4\u597d\u7684\u53d1\u6325\u4f5c\u7528\u3002\u6bd4\u5982\uff0c\u56fd\u5185\u5f88\u591a\u5ba2\u6237\u7684\u63a5\u89e6\u70b9\u662f\u5728\u5fae\u4fe1\u4e0a\u3001\u516c\u4f17\u53f7\u4e0a\u3001\u652f\u4ed8\u5b9d\u4e0a\u3001\u5c0f\u7a0b\u5e8f\u4e0a\u6216\u672c\u5730\u7684CRM\u3001\u4f1a\u5458\u7ba1\u7406\u7cfb\u7edf\u4e0a\u2026\u2026\u8fd9\u5c31\u8981\u6c42\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7cfb\u7edf\u80fd\u591f\u5f88\u597d\u7684\u5b9e\u73b0\u4e0e\u56fd\u5185\u5e38\u7528\u7cfb\u7edf\u7684\u5bf9\u63a5\u3002<\/p>\n

\"\"<\/p>\n

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\u5173\u952e\u8bcd1\uff1a\u8fde\u63a5<\/h4>\n

\u5b83\u5305\u542b\u4e86\u4e24\u4e2a\u65b9\u9762\u7684\u542b\u4e49\uff1a<\/p>\n

\u25cf \u4e00\u662f\u4f01\u4e1a\u4e0e\u5ba2\u6237\u7684\u8fde\u63a5<\/strong><\/p>\n

\u901a\u8fc7\u5168\u65c5\u7a0b\u4f53\u9a8c\u7ba1\u7406\uff0c\u4f01\u4e1a\u53ef\u4ee5\u501f\u52a9\u6570\u5b57\u5316\u624b\u6bb5\uff0c\u5728\u5404\u573a\u666f\u53ca\u89e6\u70b9\u5efa\u7acb\u4e0e\u7528\u6237\u6709\u6548\u3001\u76f4\u63a5\u3001\u5b9e\u65f6\u7684\u8fde\u63a5\uff0c\u54c1\u724c\u548c\u5ba2\u6237\u7ec8\u4e8e\u53ef\u4ee5\u201c\u5fc3\u610f\u76f8\u901a\u201d\u4e86\u3002<\/p>\n

\u4f8b\u5982\u300c\u500d\u5e02\u5f97\u300d\u7684\u4e00\u5bb6\u94f6\u884c\u5ba2\u6237\uff0c\u4e00\u76f4\u4e13\u6ce8\u4e8e\u6df1\u8015\u4e0d\u540c\u9636\u6bb5\u7684\u4f1a\u5458\u5728\u4e0d\u540c\u4e1a\u52a1\u6e20\u9053\u7684\u4f53\u9a8c\u6570\u636e\uff0c\u901a\u8fc7\u7b5b\u9009\u3001\u603b\u7ed3\u3001\u5206\u6790\uff0c\u83b7\u53d6\u66f4\u7ec6\u81f4\u3001\u66f4\u6df1\u5c42\u6b21\u7684\u7528\u6237\u4f7f\u7528\u9700\u6c42\uff0c\u4ece\u800c\u53cd\u9988\u81f3\u4ea7\u54c1\u3001\u7814\u53d1\u7b49\u90e8\u95e8;<\/p>\n

\u8fd9\u4e9b\u6570\u636e\u7528\u4e8e\u8bc4\u4f30\u4e0e\u6539\u5584\uff0c\u6709\u52a9\u4e8e\u63d0\u5347\u7528\u6237\u4f53\u9a8c\u7684\u529f\u80fd\u548c\u6d41\u7a0b\uff0c\u4ece\u800c\u6700\u7ec8\u63d0\u5347\u7528\u6237\u7528\u5361\u6ee1\u610f\u5ea6\uff0c\u63d0\u5347\u7528\u6237\u5fe0\u8bda\u5ea6\u53ca\u63a8\u8350\u503c\u3002<\/p>\n

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\u4e3a\u4e86\u80fd\u66f4\u6709\u6548\u5730\u4ece\u5404\u4e2a\u73af\u8282\u83b7\u53d6\u7528\u6237\u771f\u5b9e\u7684\u4f53\u9a8c\u53ca\u610f\u89c1\uff0c\u5ba2\u6237\u91c7\u7528\u500d\u5e02\u5f97\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7cfb\u7edf\uff0c\u901a\u8fc7\u4e0e\u4fe1\u7528\u5361\u73b0\u6709\u4e1a\u52a1\u6d41\u7a0b\u7684\u7ed3\u5408\uff0c\u6539\u5584\u73b0\u6709\u8c03\u7814\u4e1a\u52a1\u7684\u6d41\u7a0b\uff0c\u52a0\u5f3a\u4e86\u4e0e\u5ba2\u6237\u7684\u5b9e\u65f6\u94fe\u63a5\uff0c\u4ece\u800c\u4e5f\u63d0\u5347\u4e86\u95ee\u5377\u56de\u6536\u6548\u7387\u3002<\/p>\n

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\"\"<\/p>\n

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CEM\u7cfb\u7edf\u8981\u5177\u5907\u4e0eCRM\u7cfb\u7edf\u3001\u5ba2\u670d\u7cfb\u7edf\u3001\u8425\u9500\u7cfb\u7edf\u3001\u6570\u636e\u4e2d\u53f0\u7b49\u591a\u7cfb\u7edf\u878d\u5408\u7684\u80fd\u529b\uff0c\u6253\u7834\u6570\u636e\u5b64\u5c9b\uff0c\u4e30\u5bcc\u6570\u636e\u7ef4\u5ea6\u3002<\/p>\n

\u4e00\u5bb6\u5168\u7403\u5927\u578b\u8fde\u9501\u8d85\u5e02\u542f\u7528\u500d\u5e02\u5f97\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7cfb\u7edf\u540e\uff0c\u5c06\u5ba2\u6237\u4f53\u9a8c\u7cfb\u7edf\u4e0e\u81ea\u8eab\u8d85\u5e02\u7ed3\u7b97\u7cfb\u7edf\u8fdb\u884c\u5bf9\u63a5\u3002<\/p>\n

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\u987e\u5ba2\u53ea\u9700\u8981\u9488\u5bf9\u6b64\u6b21\u8d2d\u4e70\u7684\u54c1\u7c7b\u8fdb\u884c\u8d2d\u7269\u4f53\u9a8c\u53cd\u9988\uff0c\u7531\u6b64\u5f62\u6210\u201c\u5343\u4eba\u5343\u9762\u201d\u7684\u95ee\u5377\u4f53\u7cfb\uff0c\u4ece\u800c\u5f62\u6210\u66f4\u7cbe\u786e\u7684\u4f1a\u5458\u7ec6\u5206\u3001\u66f4\u6709\u6548\u7684\u7528\u6237\u8fd0\u8425\u3001\u66f4\u591a\u7ef4\u7684\u4e13\u9879\u5206\u6790\u3001\u66f4\u5168\u9762\u7684\u5ba2\u6237\u7ba1\u7406\u3002<\/p>\n

\"\"<\/h4>\n

<\/h4>\n

\u5173\u952e\u8bcd2\uff1a\u5b9e\u65f6<\/h4>\n

\u8fd9\u91cc\u4e5f\u53ef\u4ee5\u4ece\u4e24\u4e2a\u65b9\u9762\u6765\u7406\u89e3\uff1a<\/p>\n

\u25cf \u4e00\u662f\u5ba2\u6237\u4f53\u9a8c\u7684\u52a8\u6001\u76d1\u63a7\u548c\u7ba1\u7406<\/strong><\/p>\n

\u8fc7\u53bb\uff0c\u6ee1\u610f\u5ea6\u8c03\u7814\u662f\u8ba9\u987e\u5ba2\u56de\u5fc6\u5df2\u6d88\u8d39\u6216\u5df2\u670d\u52a1\u7684\u4f53\u9a8c\u4e0e\u611f\u53d7\uff0c\u65f6\u95f4\u8d8a\u957f\uff0c\u8bb0\u5fc6\u8d8a\u6a21\u7cca\uff0c\u65f6\u6548\u6027\u548c\u771f\u5b9e\u6027\u5c31\u4f1a\u8d8a\u4f4e\u3002<\/p>\n

\u73b0\u5728\uff0c\u4ee5\u6211\u4eec\u5206\u4eab\u7684\u500d\u5e02\u5f97\u6848\u4f8b\u6765\u8bf4\uff0c\u6211\u4eec\u8981\u6c42\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u5e73\u53f0\u53ef\u4ee5\u6293\u4f4f\u5173\u952e\u65f6\u523b(moment of truth)\u7684\u5b9e\u65f6\u53cd\u9988\uff0c\u5ba2\u6237\u53ef\u80fd\u5b8c\u6210\u6d88\u8d39\u8fd8\u672a\u79bb\u5e97\u65f6\uff0c\u5c31\u5df2\u7ecf\u5b8c\u6210\u4e86\u4f53\u9a8c\u53cd\u9988\uff0c\u56e0\u800c\u6570\u636e\u66f4\u5b9e\u65f6\uff0c\u4e5f\u66f4\u771f\u5b9e\u3002<\/p>\n

\u9664\u6b64\u4e4b\u5916\uff0c\u5bf9\u4f4e\u5206\u53cd\u9988\u7b2c\u4e00\u65f6\u95f4\u7684\u81ea\u52a8\u9884\u8b66\uff0c\u4e5f\u8ba9\u4f01\u4e1a\u80fd\u591f\u654f\u6377\u884c\u52a8\uff0c\u907f\u514d\u6d41\u5931\u63d0\u9ad8\u5fe0\u8bda\u5ea6\u3002<\/p>\n

\"\"<\/p>\n

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\"\"
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 <\/p>\n

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\u8bfe\u540e\u5c0f\u7ed3<\/h4>\n

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