{"id":2297,"date":"2020-11-23T08:00:09","date_gmt":"2020-11-23T00:00:09","guid":{"rendered":"https:\/\/blog.bestcem.com\/?p=2297"},"modified":"2020-11-18T16:50:24","modified_gmt":"2020-11-18T08:50:24","slug":"%e7%ae%80%e6%9e%90cxm%e3%80%81cem%e5%92%8ccrm","status":"publish","type":"post","link":"https:\/\/www.bestcem.com\/blog\/%e7%ae%80%e6%9e%90cxm%e3%80%81cem%e5%92%8ccrm\/","title":{"rendered":"\u7b80\u6790CXM\u3001CEM\u548cCRM"},"content":{"rendered":"

\u63d0\u5230\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406CXM<\/strong>(Customer Experience Management\uff0c\u4e3a\u4e86\u548c\u540e\u6587CEM\u533a\u5206\u5f00\uff0c\u4ee5\u4e0b\u7b80\u79f0CXM)\uff0c\u5f88\u5bb9\u6613\u60f3\u5230CRM<\/strong>(Customer Relationship Management)\u4e0eCEM<\/strong>(Customer Engagement Management)\u3002\u4e09\u8005\u540c\u5c5e\u4e8e\u8425\u9500\u53ca\u5ba2\u6237\u7ba1\u7406\u9886\u57df\uff0c\u4e4b\u95f4\u7684\u5173\u7cfb\u53c8\u662f\u4ec0\u4e48\u6837\u7684\u5462?<\/p>\n

\u5148\u6765\u8bf4\u8bf4CXM\uff0c\u4e8b\u5b9e\u4e0a\uff0c\u5f88\u591aCXM\u591a\u7531\u8c03\u7814\u4ea7\u54c1\u5347\u7ea7\u800c\u6765\u3002\u95ee\u5377\u662f\u83b7\u53d6\u5ba2\u6237\u53cd\u9988\u6700\u5e38\u89c1\u7684\u5f62\u5f0f\uff0c\u8fc7\u53bb\u901a\u8fc7\u6570\u5b57\u5316\u624b\u6bb5\u4f7f\u201c\u95ee\u5377\u201d\u4f20\u64ad\u53cd\u9988\u6548\u7387\u63d0\u9ad8\uff0c\u4f46\u4ecd\u6709\u4e0d\u5c11\u95ee\u9898\u662f\u6ca1\u6709\u8db3\u591f\u7cbe\u529b\u89e3\u51b3\u7684\uff0c\u4f8b\u5982\uff1a<\/p>\n

1. \u5ba2\u6237\u7684\u53cd\u9988\u6709\u4e3b\u52a8\u3001\u88ab\u52a8\u4e24\u79cd\u5f62\u5f0f\uff0c\u201c\u95ee\u5377\u201d\u662f\u5ba2\u6237\u88ab\u52a8\uff0c\u201c\u8bc4\u4ef7\u201d\u662f\u5ba2\u6237\u4e3b\u52a8\uff0c\u8bc4\u4ef7\u6e20\u9053\u53c8\u6709\u4f01\u4e1a\u5185\u90e8\u6613\u5bdf\u89c9\u7684\u5c0f\u6c60\u5b50\u4e0e\u5916\u90e8\u6613\u5ffd\u7565\u7684\u5927\u5927\u6c60\u5b50\u4e4b\u5206\uff0c\u7279\u522b\u662f\u5916\u90e8\u5927\u6c60\u5b50\u7684\u8bc4\u4ef7\u4fe1\u606f\u7531\u4e8e\u65f6\u7a7a\u4e0d\u786e\u5b9a\u53ca\u6570\u91cf\u5de8\u5927\uff0c\u662f\u96be\u76d1\u6d4b\u3001\u96be\u5206\u6790\u7684;<\/p>\n

2. \u76ee\u6807\u8bbf\u95ee\u5ba2\u6237\u7684\u83b7\u53d6\u662f\u4f4e\u6548\u3001\u4e0d\u7cbe\u51c6\u7684(\u7279\u522b\u662f\u8c03\u7814\u9884\u671f\u4e1a\u52a1\u65f6)\uff0c\u53ea\u80fd\u901a\u8fc7\u7535\u8bdd\u90ae\u7bb1\u7b49\u65b9\u5f0f\u89e6\u8fbe\u4f01\u4e1a\u65e2\u6709\u7684\u90a3\u70b9\u6d3b\u8dc3\u53cd\u9988\u5ba2\u6237;<\/p>\n

3. \u7f3a\u5c11\u4e2d\u540e\u7aef\u7ba1\u7406\u7cfb\u7edf\uff0c\u539f\u6765\u7684\u95ee\u5377\u4ea7\u54c1\u66f4\u591a\u7684\u5c5e\u6027\u662f\u4e00\u4e2a\u4f01\u4e1a\u4e0e\u5ba2\u6237\u95f4\u7684\u5355\u70b9\u5de5\u5177\uff0c\u5e76\u975eSaaS\uff0c\u4e1a\u52a1\u56e2\u961f\u51c6\u5907\u76f8\u5173\u8c03\u7814\u65f6\uff0c\u95ee\u524d\u4e5d\u6210\u7684\u6d41\u7a0b\/\u7269\u6599\/\u6c9f\u901a\/\u8bbe\u8ba1\u4ee5\u53ca\u95ee\u540e\u4e5d\u6210\u7684\u5206\u6790\/\u603b\u7ed3\/\u5b9e\u65bd\u4ecd\u7136\u662f\u539f\u751f\u6001\u3001\u7c97\u653e\u7684\u3002<\/p>\n

(\u8fd9\u4e5f\u662f\u5927\u90e8\u5206SaaS\u4f01\u4e1a\u7684\u6210\u957f\u8def\u5f84\uff0c\u5148\u4ece\u6574\u4e2a\u573a\u666f\u6700\u6d45\u5c42\u7684\u4e00\u4e2a\u8282\u70b9\u7528\u5de5\u5177\u578b\u4ea7\u54c1\u5207\u5165\uff0c\u9010\u6e10\u4e86\u89e3\u771f\u6b63\u7684\u4e1a\u52a1\u6d41\u7a0b\u548c\u5ba2\u6237\u8bc9\u6c42\uff0c\u7136\u540e\u624d\u80fd\u505a\u51fa\u771f\u6b63\u7aef\u5230\u7aef\u7684SaaS\u4ea7\u54c1)<\/p>\n

CXM\u73b0\u5728\u76842.0\u9636\u6bb5\uff0c\u662f\u9996\u5148\u5efa\u7acb\u5728\u4e00\u4e2a\u80fd\u8986\u76d6\u57fa\u672c\u6d41\u7a0b\u7684\u5b8c\u6574SaaS\u4ea7\u54c1\u4e0a\u7684\uff0c\u7136\u540e\u901a\u8fc7\u4e00\u4e9b\u667a\u80fd\u5316\u3001\u79fb\u52a8\u5316\u7684\u6280\u672f\u7ec4\u5408\uff0c\u66f4\u9ad8\u6548\u5730\u627e\u5230\u53cd\u9988\u6295\u5165\u5ea6\u66f4\u9ad8\u7684\u5ba2\u6237\u7fa4\uff0c\u5e76\u901a\u8fc7\u66f4\u719f\u7ec3\u7684\u81ea\u52a8\u5316\u6570\u636e\u805a\u5408\u5206\u6790\u6280\u672f\uff0c\u5145\u5206\u5438\u6536\u201c\u5927\u6c60\u5b50\u201d\u91cc\u6709\u4ef7\u503c\u7684\u7528\u6237\u58f0\u97f3\u3002<\/p>\n

\u90a3\u4e48\u5728\u76ee\u524d\u8fd9\u4e2a\u65f6\u70b9\uff0c\u600e\u4e48\u770bCXM\/CRM \/CEM\u4e4b\u95f4\u7684\u5173\u7cfb\u5462?<\/strong><\/p>\n

CRM\u53ef\u80fd\u66f4\u504f\u524d\u7aef\u4e00\u4e9b(\u6240\u8c13\u516c\u53f8\u600e\u4e48\u770b\u5ba2\u6237)\uff0cCXM\u66f4\u504f\u540e\u7aef\u4e00\u4e9b(\u6240\u8c13\u5ba2\u6237\u600e\u4e48\u770b\u516c\u53f8)\uff0c\u4e24\u8005\u4e4b\u95f4\u81ea\u7136\u5c31\u662fCEM\u4e86(CEM\u5982\u679c\u4ece\u5b57\u9762\u7406\u89e3\uff0c\u5c31\u662f\u5404\u7c7b\u5ba2\u6237\u4e92\u52a8\u5982\u5ba2\u670d\u7b49\u76f8\u5173\u7684\u573a\u666f\uff0c\u5b8f\u89c2\u4e00\u4e9b\u5219\u6d89\u53ca\u5ba2\u6237\u4f7f\u7528\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u5b8c\u6574\u65c5\u7a0b)\u3002<\/p>\n

\u4f20\u7edf\u610f\u4e49\u4e0aCRM\u4e3b\u8981\u662f\u8d1f\u8d23\u653b\u514b\u7528\u6237\u521d\u6b21\u8d2d\u4e70\uff0c\u73b0\u5728\u4ed6\u4eec\u82b1\u66f4\u591a\u7cbe\u529b\u53bb\u5e2e\u52a9\u63d0\u5347\u7528\u6237\u590d\u8d2d;CXM\u539f\u6765\u66f4\u591a\u662f\u5173\u6ce8\u65e2\u6709\u5ba2\u6237\u7684\u590d\u8d2d\u4e0e\u6d41\u5931\u95ee\u9898\uff0c\u73b0\u5728\u4e5f\u5f00\u59cb\u653e\u773c\u534f\u52a9\u4f01\u4e1a\u65b0\u4ea7\u54c1\u3001\u65b0\u6536\u5165\u7684\u62d3\u5c55\u3002\u800cEngagement\u5c31\u50cf\u4e00\u5757\u78c1\u77f3\uff0c\u5438\u5f15\u7740CRM\u53caCXM\u4f01\u4e1a\u5411CEM\u5ef6\u5c55\uff0c\u5176\u5b9e\u8d28\u4e0a\u6210\u4e3a\u4e00\u79cd\u624b\u6bb5\u3002<\/p>\n

\u56de\u5230CXM\uff0c\u4ece2.0\u5230\u672a\u67653.0\u9636\u6bb5\u8fd8\u8981\u505a\u54ea\u4e9b\u4e8b\u60c5\u5462\uff1f<\/strong><\/p>\n

1. \u5982\u4f55\u4e86\u89e3\u5ba2\u6237\u4e2d\u201c\u6c89\u9ed8\u7684\u5927\u591a\u6570\u201d\u7684\u60f3\u6cd5\u3002\u4e0d\u8bba\u4e3b\u52a8\u8bc4\u4ef7\u6216\u662f\u88ab\u52a8\u8c03\u67e5\uff0c\u5145\u5206\u53d1\u58f0\u7684\u5ba2\u6237\u603b\u662f\u4f53\u9a8c\u6781\u5dee\u6216\u6781\u597d\u7684\u4e00\u5c0f\u64ae\uff0c\u800c\u5269\u4e0b95%\u7684\u5ba2\u6237\u5bf9\u4e8e\u4ea7\u54c1\u7684\u6f5c\u610f\u8bc6\u91cc\u7684\u6216\u597d\u6216\u574f\u53cd\u9988\u4e5f\u4f1a\u662f\u6709\u4ef7\u503c\u7684\u3002\u5728\u7ebf\u4e0a\u573a\u666f\u4e2d\uff0c\u53ef\u80fd\u901a\u8fc7\u7528\u6237\u884c\u4e3a\u6a21\u5f0f\/\u65f6\u7a7a\u5dee\u5f02\u7b49\u7ec6\u8282\u6765\u63cf\u7ed8\u5206\u6790;\u5728\u7ebf\u4e0b\u573a\u666f\u4e2d\uff0c\u5219\u53ef\u4ee5\u901a\u8fc7\u8ba1\u7b97\u673a\u89c6\u89c9\u6765\u6d1e\u5bdf\uff0c\u8fd9\u4e00\u6b65\u6781\u5927\u5730\u4f9d\u8d56\u4eba\u5de5\u667a\u80fd\u5728\u5177\u4f53\u5e94\u7528\u573a\u666f\u7684\u9002\u5e94\u6027\u3002<\/p>\n

2. \u670d\u52a1\u7684\u7ed3\u679c\u4e0e\u4f01\u4e1a\u7684\u6838\u5fc3\u8bc9\u6c42\u66f4\u6e05\u6670\u3001\u76f4\u63a5\u5730\u7ed1\u5b9a\u3002\u4f20\u7edf\u7684CXM\u4e3b\u8981\u901a\u8fc7CSAT\u3001NPS\u7b49\u8bc4\u5206\u4f53\u7cfb\u6765\u6307\u5f15\u540e\u7eed\u4e1a\u52a1\u8c03\u6574\uff0c\u800c3.0\u9636\u6bb5\u5e94\u8be5\u66f4\u8fdb\u4e00\u6b65\uff0c\u5c06\u7528\u6237\u6d41\u5931\u7387\u3001\u91d1\u989d\u7559\u5b58\u7387\u3001\u590d\u8d2d\u7387\u7b49\u4f01\u4e1a\u6838\u5fc3\u8bc9\u6c42\u4e0eCXM\u94fe\u63a5\uff0c\u4e00\u4e2a\u662f\u901a\u8fc7\u66f4\u5145\u5206\u5730\u6570\u636e\u6316\u6398\u5206\u6790\u80fd\u529b\uff0c\u80fd\u591f\u5c55\u793a\u6e05\u695a\u4f01\u4e1a\u4ea7\u54c1\u670d\u52a1\u7684\u7ec6\u8282\u4e0e\u6838\u5fc3\u8bc9\u6c42\u539f\u672c\u6697\u85cf\u7684\u7eb7\u6742\u8054\u7cfb;\u4e00\u4e2a\u662f\u901a\u8fc7\u6a21\u578b\u8bad\u7ec3\u7b49\u6280\u672f\u65b9\u5f0f\uff0c\u53bb\u66f4\u6709\u6548\u5730\u6307\u5f15\u4f01\u4e1a\u6539\u53d8\u7ec6\u8282\u7ec4\u5408\uff0c\u4ece\u800c\u80fd\u66f4\u5927\u6982\u7387\u5730\u63d0\u5347\u4f01\u4e1a\u6838\u5fc3\u8bc9\u6c42\uff08\u672c\u6587\u8f6c\u8f7d\u81ea36Kr@366\u6c2a\u7684\u670b\u53cb\u4eec\uff0c\u539f\u6587\u7565\u6709\u5220\u51cf\uff09\u3002<\/p>\n

 <\/p>\n

\u76ee\u524d\uff0c\u500d\u5e02\u5f97<\/a><\/strong>\u57fa\u4e8e\u5168\u6d41\u7a0b\u5ba2\u6237\u4f53\u9a8c\u5730\u56fe\uff0c\u4e3a\u4f01\u4e1a\u7ec4\u7ec7\u51fa\u5177\u4ece\u4f53\u9a8c\u6570\u636e\u6536\u96c6\u3001\u5206\u6790\u4ee5\u53ca\u4f53\u9a8c\u4fee\u590d\u6267\u884c\u7b49\u4e00\u7ad9\u5f0f\u65b9\u6848\uff0c\u671f\u5f85\u4e3a\u4f01\u4e8b\u4e1a\u5355\u4f4d\u8d70\u8fd1\u5ba2\u6237\u3001\u4e13\u6ce8\u8f6c\u578b\u5347\u7ea7\u63d0\u4f9b\u652f\u6301\uff01<\/p>\n","protected":false},"excerpt":{"rendered":"

\u63d0\u5230\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406CXM(Customer Experience Management\uff0c\u4e3a\u4e86\u548c\u540e\u6587CEM\u533a\u5206\u5f00\uff0c … <\/p>\n","protected":false},"author":1,"featured_media":2298,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0},"categories":[13],"tags":[10,233,25,6],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/posts\/2297"}],"collection":[{"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/comments?post=2297"}],"version-history":[{"count":3,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/posts\/2297\/revisions"}],"predecessor-version":[{"id":2301,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/posts\/2297\/revisions\/2301"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/media\/2298"}],"wp:attachment":[{"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/media?parent=2297"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/categories?post=2297"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/tags?post=2297"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}