{"id":3827,"date":"2022-03-21T19:00:13","date_gmt":"2022-03-21T11:00:13","guid":{"rendered":"https:\/\/www.bestcem.com\/blog\/?p=3827"},"modified":"2022-03-21T11:18:25","modified_gmt":"2022-03-21T03:18:25","slug":"2022-%e5%b9%b4%e7%9a%84%e4%ba%94%e9%a1%b9%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e5%92%8c%e5%b8%82%e5%9c%ba%e7%a0%94%e7%a9%b6%e9%a2%84%e6%b5%8b%ef%bc%88%e4%b8%8a%ef%bc%89","status":"publish","type":"post","link":"https:\/\/www.bestcem.com\/blog\/2022-%e5%b9%b4%e7%9a%84%e4%ba%94%e9%a1%b9%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e5%92%8c%e5%b8%82%e5%9c%ba%e7%a0%94%e7%a9%b6%e9%a2%84%e6%b5%8b%ef%bc%88%e4%b8%8a%ef%bc%89\/","title":{"rendered":"2022 \u5e74\u7684\u4e94\u9879\u5ba2\u6237\u4f53\u9a8c\u548c\u5e02\u573a\u7814\u7a76\u9884\u6d4b\uff08\u4e0a\uff09"},"content":{"rendered":"<p>\u8be5\u9884\u6d4b\u5f3a\u8c03\u968f\u7740\u4e16\u754c\u7ee7\u7eed\u611f\u53d7\u5230 COVID-19 \u7684\u53cd\u54cd\u5f71\u54cd\uff0c\u54c1\u724c\u5c06\u8d8a\u6765\u8d8a\u91cd\u89c6\u5ba2\u6237\u4f53\u9a8c\u3002<\/p>\n<p>\u968f\u7740\u8d8a\u6765\u8d8a\u591a\u7684\u7ec4\u7ec7\u4e86\u89e3\u5ba2\u6237\u4f53\u9a8c\u5bf9\u672a\u6765\u589e\u957f\u7684\u91cd\u8981\u6027\uff0c\u5305\u62ec\u5e02\u573a\u7814\u7a76\u5728\u5185\u7684\u5ba2\u6237\u4f53\u9a8c(CX) \u5b66\u79d1\u6b63\u5728\u4e0d\u65ad\u53d8\u5316\u5e76\u5f97\u5230\u52a0\u5f3a\u3002\u5c3d\u7ba1\u5ba2\u6237\u4f53\u9a8c\u548c\u5e02\u573a\u7814\u7a76\u662f\u4f01\u4e1a\u6210\u529f\u7684\u5173\u952e\uff0c\u4f46\u8fd9\u4e9b\u9879\u76ee\u901a\u5e38\u8fd8\u5904\u4e8e\u65e9\u671f\u9636\u6bb5\uff0c\u5373\u4f7f\u5728\u73b0\u4ee3\u529e\u516c\u5ba4\u4e5f\u662f\u5982\u6b64\u3002<\/p>\n<p><strong>2022 \u5e74\u5c06\u662f<a href=\"https:\/\/www.bestcem.com\/\">\u5ba2\u6237\u4f53\u9a8c<\/a>\u548c<a href=\"https:\/\/www.bestcem.com\/survey\">\u5e02\u573a\u7814\u7a76<\/a>\u7206\u53d1\u7684\u4e00\u5e74\u3002<\/strong><\/p>\n<p>\u5ba2\u6237\u6570\u636e\u592a\u91cd\u8981\u4e86\uff0c\u4e0d\u5bb9\u5ffd\u89c6\u3002\u75ab\u60c5\u6539\u53d8\u4e86\u6211\u4eec\u7684\u65e5\u5e38\u4e60\u60ef\uff0c\u8db3\u4ee5\u4ece\u6839\u672c\u4e0a\u6539\u53d8 B2B \u548c B2C \u7684\u8d2d\u4e70\u884c\u4e3a\uff0c\u751a\u81f3\u53ef\u80fd\u662f\u6c38\u8fdc\u6539\u53d8\u3002\u672c\u6587\u4e2d\u7684\u9884\u6d4b\u5c06\u5e2e\u52a9\u60a8\u7684\u56e2\u961f\u6709\u8fdc\u89c1\u5730\u91c7\u53d6\u884c\u52a8\uff0c\u5728 2022 \u5e74\u5efa\u7acb\u6700\u597d\u3001\u54cd\u5e94\u901f\u5ea6\u6700\u5feb\u7684\u7ec4\u7ec7\u3002<\/p>\n<h4>\u9884\u6d4b1\uff1a\u54c1\u724c\u5fe0\u8bda\u5ea6\u91cd\u542f<\/h4>\n<p>COVID-19 \u627c\u6740\u4e86\u54c1\u724c\u5fe0\u8bda\u5ea6\u3002\u81ea COVID-19 \u7206\u53d1\u4ee5\u6765\uff0c\u54c1\u724c\u5fe0\u8bda\u5ea6\u5728\u75ab\u60c5\u671f\u95f4\u6025\u5267\u4e0b\u964d\uff0c75% \u7684\u6d88\u8d39\u8005\u5c1d\u8bd5\u4e86\u65b0\u7684\u8d2d\u7269\u884c\u4e3a\uff0c\u8fd9\u5305\u62ec\u5c1d\u8bd5\u65b0\u54c1\u724c\u3001\u65b0\u96f6\u552e\u5546\u7b49\u7b49\u3002<\/p>\n<p>\u5728\u75ab\u60c5\u671f\u95f4\uff0c\u6d88\u8d39\u8005\u901a\u8fc7\u8ba2\u8d2d\u65b0\u7259\u818f\u3001\u4e0d\u540c\u7684\u8c37\u7269\u6216\u53c2\u4e0e\u5168\u65b0\u7684\u65e5\u5e38\u751f\u6d3b\u6765\u53d1\u6cc4\u4ed6\u4eec\u5bf9\u65b0\u5947\u4e8b\u7269\u7684\u9700\u6c42\u3002<\/p>\n<p>\u4f46\u4f1f\u5927\u7684\u54c1\u724c\u91cd\u7ec4\u8fd8\u6ca1\u6709\u7ed3\u675f\u3002\u9ea6\u80af\u9521\u62a5\u544a\u79f0\uff0c\u5728\u75ab\u60c5\u9650\u5236\u653e\u677e\u540e\uff0c\u6d88\u8d39\u8005\u6253\u7b97\u7ee7\u7eed\u8fd9\u4e9b\u65b0\u4e60\u60ef\u300280% \u7684\u6d88\u8d39\u8005\u6253\u7b97\u7ee7\u7eed\u4f7f\u7528\u81ea\u6709\u54c1\u724c\uff0c\u51e0\u4e4e\u540c\u6837\u591a\u7684\u6d88\u8d39\u8005\u6253\u7b97\u7ee7\u7eed\u4f7f\u7528\u65b0\u54c1\u724c (73%) \u548c\u65b0\u96f6\u552e\u5546 (79%)\u3002<\/p>\n<p><strong>\u4e3a\u4ec0\u4e48\u5fe0\u8bda\u5ea6\u5f88\u91cd\u8981<\/strong><\/p>\n<p>\u7cbe\u660e\u7684\u8425\u9500\u4eba\u5458\u548c\u7814\u7a76\u4eba\u5458\u77e5\u9053\uff0c\u5ba2\u6237\u7559\u5b58\u7387\u63d0\u9ad8 5%\u53ef\u4ee5\u4f7f\u516c\u53f8\u6536\u5165\u589e\u52a0 25-95%\u3002\u7b80\u800c\u8a00\u4e4b\uff0c\u7559\u4f4f\u73b0\u6709\u5ba2\u6237\u6bd4\u5438\u5f15\u65b0\u5ba2\u6237\u66f4\u5bb9\u6613\uff0c\u4e5f\u66f4\u6709\u5229\u53ef\u56fe\u3002\u5fe0\u8bda\u5ea6\u5f88\u91cd\u8981\uff0c\u56e0\u4e3a\u8001\u5ba2\u6237\u5f80\u5f80\u662f\u4f60\u6700\u597d\u7684\u5ba2\u6237\u3002<\/p>\n<p>\u5982\u679c\u6d88\u8d39\u8005\u5728\u75ab\u60c5\u671f\u95f4\u5c1d\u8bd5\u65b0\u54c1\u724c\u6216\u81ea\u6709\u54c1\u724c\uff0c\u90a3\u4e48 Forrester \u62a5\u544a\u79f0\uff0c\u5fe0\u8bda\u5ea6\u548c\u4fdd\u7559\u8425\u9500\u9884\u7b97\u5728 2021 \u5e74\u589e\u52a0\u4e86 30%\u4e5f\u5c31\u4e0d\u8db3\u4e3a\u5947\u4e86\u3002CMO \u6b63\u8bd5\u56fe\u901a\u8fc7\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u6765\u63d0\u9ad8\u5fe0\u8bda\u5ea6\u3002\u9884\u8ba1\u5230 2022 \u5e74\uff0c\u5ba2\u6237\u4f53\u9a8c\u3001\u8425\u9500\u548c\u5e02\u573a\u7814\u7a76\u4f1a\u8d8a\u6765\u8d8a\u7d27\u5bc6\u3002<\/p>\n<p><strong>\u6d88\u8d39\u8005\u4e3a\u4f55\u8f6c\u53d8<\/strong><\/p>\n<p>\u75ab\u60c5\u8feb\u4f7f\u6d88\u8d39\u8005\u6539\u53d8\u884c\u4e3a\uff0c\u4f46\u8fd9\u5e76\u4e0d\u662f\u6d88\u8d39\u8005\u7f3a\u4e4f\u5fe0\u8bda\u5ea6\u7684\u5168\u90e8\u539f\u56e0\u3002\u5982\u4eca\uff0c\u751f\u4ea7\u4ea7\u54c1\u3001\u8d2d\u4e70\u5e7f\u544a\u548c\u627e\u5230\u4e50\u4e8e\u63a5\u53d7\u7684\u53d7\u4f17\u53d8\u5f97\u66f4\u52a0\u5bb9\u6613\u3002\u8fd9\u79cd\u4e0a\u5e02\u901f\u5ea6\u662f\u6700\u8fd1\u51fa\u73b0\u8fd9\u4e48\u591a\u76f4\u63a5\u9762\u5411\u6d88\u8d39\u8005\u7684\u65b0\u6d88\u8d39\u54c1\u724c\u7684\u90e8\u5206\u539f\u56e0\u3002<\/p>\n<p><strong>\u5982\u4f55\u8ba9\u6d41\u5931\u7684\u6d88\u8d39\u8005\u56de\u6765<\/strong><\/p>\n<p>\u4e00\u4e9b\u4e13\u5bb6\u9f13\u52b1\u56de\u5f52\u8425\u9500\u548c\u7814\u7a76\u57fa\u7840\uff0c\u4ee5\u6539\u5584\u54c1\u724c\u4e0e\u5ba2\u6237\u7684\u5173\u7cfb\u3002\u6211\u4eec\u5efa\u8bae\u5c06\u54c1\u724c\u4e0e\u5ba2\u6237\u5173\u7cfb\u4f5c\u4e3a\u60a8\u7684\u6700\u9ad8\u76ee\u6807\u3002\u53d1\u5c55\u5173\u7cfb\u9700\u8981\u4ed8\u51fa\u52aa\u529b\uff0c\u4f46\u6211\u4eec\u53d1\u73b0\u6700\u597d\u7684\u5173\u7cfb\u901a\u5e38\u4f1a\u5e26\u6765\u6700\u597d\u7684\u53d1\u5c55\u673a\u4f1a\u3002<\/p>\n<p>\u56e0\u6b64\uff0c\u6211\u4eec\u5c06\u5ba2\u6237\u53ca\u5176\u53cd\u9988\u7f6e\u4e8e\u6211\u4eec\u5de5\u4f5c\u7684\u4e2d\u5fc3\u3002\u6211\u4eec\u5bf9\u5546\u4e1a\u548c\u7814\u7a76\u9886\u5bfc\u8005\u7684\u5efa\u8bae\u662f\u5728 2022 \u5e74\u6210\u4e3a\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u76ee\u6807\u3002\u6446\u8131\u4ea7\u54c1\u81f3\u4e0a\u6216\u516c\u53f8\u81f3\u4e0a\u7684\u5fc3\u6001\u662f\u4e00\u9879\u8270\u5de8\u7684\u4efb\u52a1\u3002\u4f46\u8f6c\u53d8\u4e3a\u5ba2\u6237\u81f3\u4e0a\u7684\u5fc3\u6001\u4f1a\u8ba9\u4e00\u5207\u53d8\u5f97\u4e0d\u540c\u3002<\/p>\n<h4>\u9884\u6d4b2\uff1a\u8c03\u67e5\u53ea\u662f\u5f00\u59cb<\/h4>\n<p>\u5ba2\u6237\u4f53\u9a8c\u8ba1\u5212\u4e0d\u4ec5\u4ec5\u662f\u8c03\u67e5\u3002\u4e3a 2022 \u5e74\u53d8\u5f97\u66f4\u52a0\u590d\u6742\u7684 CX \u548c\u7814\u7a76\u505a\u597d\u51c6\u5907\u3002\u8c03\u67e5\u5c06\u59cb\u7ec8\u5728\u5ba2\u6237\u4f53\u9a8c\u548c\u5e02\u573a\u7814\u7a76\u4e2d\u53d1\u6325\u4f5c\u7528\u3002\u8c03\u67e5\u4f7f\u7814\u7a76\u4eba\u5458\u80fd\u591f\u5bf9\u6027\u80fd\u8fdb\u884c\u57fa\u51c6\u6d4b\u8bd5\uff0c\u6355\u6349\u8d2d\u4e70\u540e\u7684\u53cd\u9988\uff0c\u5e76\u901a\u8fc7\u5b9a\u671f\u8c03\u67e5\u5f00\u53d1\u6570\u636e\u7f13\u5b58\u3002<\/p>\n<p>2022 \u5e74\uff0c\u5ba2\u6237\u4f53\u9a8c\u8ba1\u5212\u7684\u8303\u56f4\u5c06\u53d8\u5f97\u66f4\u52a0\u5168\u9762\u3002\u9ad8\u7ba1\u4eec\u4e00\u76f4\u5728\u5c1d\u8bd5\u4ee5\u4e00\u79cd\u6709\u610f\u4e49\u4e14\u6709\u5229\u53ef\u56fe\u7684\u65b9\u5f0f\u6574\u5408\u5ba2\u6237\u53cd\u9988\u2014\u2014\u4ee5\u4e00\u79cd\u5141\u8bb8\u5feb\u901f\u5ba2\u6237\u4e92\u52a8\u548c\u89e3\u51b3\u95ee\u9898\u7684\u65b9\u5f0f\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u6570\u636e\u6536\u96c6\u3002\u8fc7\u53bb\uff0c\u5efa\u7acb\u5b9e\u65f6\u5173\u7cfb\u5f88\u56f0\u96be\u6216\u4e0d\u53ef\u80fd\uff0c\u4f46\u73b0\u5728\u4e0d\u518d\u5982\u6b64\u3002\u6280\u672f\u8fdb\u6b65\u6700\u7ec8\u5c06\u4f7f\u5ba2\u6237\u4f53\u9a8c\u7ecf\u7406\u548c\u5e02\u573a\u7814\u7a76\u4eba\u5458\u80fd\u591f\u4e3a\u5b9e\u65f6\u5173\u7cfb\u505a\u51fa\u6709\u610f\u4e49\u7684\u8d21\u732e\u3002<\/p>\n<p><strong>\u4e0d\u80fd\u968f\u4fbf\u73a9<\/strong><\/p>\n<p>CX \u9886\u5bfc\u8005\u9700\u8981\u8c03\u67e5\u6765\u6536\u96c6\u6570\u636e\uff0c\u4f46\u968f\u540e\u8fd9\u4e9b\u6570\u636e\u5fc5\u987b\u8f93\u5165\u5176\u4ed6\u7cfb\u7edf\uff0c\u89e6\u53d1\u81ea\u52a8\u5316\u5de5\u4f5c\u6d41\u7a0b\u5e76\u5feb\u901f\u63d0\u4f9b\u89e3\u51b3\u65b9\u6848\u3002<\/p>\n<p>\u4e8b\u5b9e\u4e0a\uff0c\u9ea6\u80af\u9521\u5ba3\u79f0\u201c\u57fa\u4e8e\u8c03\u67e5\u7684\u7cfb\u7edf\u4e0d\u518d\u80fd\u591f\u6ee1\u8db3\u5f53\u4eca\u516c\u53f8\u7684\u9700\u6c42\u201d\uff0c \u56e0\u4e3a\u5b83\u4eec\u662f\uff1a<\/p>\n<ul>\n<li>\u6709\u9650\u3002\u53ea\u6709 13% \u7684 CX \u9886\u5bfc\u8005\u8868\u793a\u5b8c\u5168\u76f8\u4fe1\u4ed6\u4eec\u7684\u6d4b\u91cf\u7cfb\u7edf\u80fd\u591f\u4ee3\u8868\u4ed6\u4eec\u7684\u5ba2\u6237\u7fa4\u3002<\/li>\n<li>\u6a21\u68f1\u4e24\u53ef\u3002\u53ea\u6709 16% \u7684 CX \u9886\u5bfc\u8005\u8ba4\u4e3a\u8c03\u67e5\u53ef\u4ee5\u8ba9\u4ed6\u4eec\u89e3\u51b3\u7ee9\u6548\u7684\u6839\u672c\u539f\u56e0\u3002<\/li>\n<li>\u4e0d\u4e13\u5fc3\u3002\u53ea\u6709 4% \u7684 CX \u9886\u5bfc\u8005\u8ba4\u4e3a\u4ed6\u4eec\u7684 CX \u6d4b\u91cf\u7cfb\u7edf\u4f7f\u4ed6\u4eec\u80fd\u591f\u8ba1\u7b97\u51b3\u7b56\u7684\u6295\u8d44\u56de\u62a5\u7387 (ROI)\u3002<\/li>\n<\/ul>\n<p>\u4e8b\u5b9e\u4e0a\uff0c\u6211\u4eec\u5bf9 2022 \u5e74\u7684\u9884\u6d4b\u662f\uff0c\u5ba2\u6237\u6570\u636e\u5c06\u6210\u4e3a\u60a8\u66f4\u5927\u7684 CX \u548c\u7814\u7a76\u8ba1\u5212\u7684\u91cd\u8981\u7ec4\u6210\u90e8\u5206\u2014\u2014\u4e92\u8054\u6570\u636e\u96c6\u8d4b\u4e88\u4e86\u66f4\u5e7f\u9614\u7684\u89c6\u91ce\u3002<\/p>\n<h4>\u9884\u6d4b3\uff1a\u4ece\u6570\u636e\u6536\u96c6\u5230\u6570\u636e\u884c\u52a8<\/h4>\n<p>\u8bb8\u591a\u5ba2\u6237\u4f53\u9a8c\u548c\u5e02\u573a\u7814\u7a76\u56e2\u961f\u7f3a\u4e4f\u9500\u552e\u548c\u8425\u9500\u540c\u884c\u7684\u6570\u636e\u96c6\u6210\u3002<\/p>\n<p>\u9500\u552e\u90e8\u95e8\u503e\u5411\u4e8e\u4f7f\u7528\u4e00\u4e9b\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406 (CRM) \u5de5\u5177\u8fdb\u884c\u64cd\u4f5c\uff0c\u5e76\u4e14\u5230 2022 \u5e74\uff0c\u53ef\u80fd\u5df2\u7ecf\u4e0e\u5176\u4ed6\u6570\u636e\u96c6\u96c6\u6210\u3002\u540c\u6837\uff0c\u8425\u9500\u90e8\u95e8\u503e\u5411\u4e8e\u8fd0\u884c\u8425\u9500\u81ea\u52a8\u5316\u5e73\u53f0\uff0c\u540c\u6b65\u5230\u5176\u4ed6\u53d1\u5e03\u6216\u5206\u6790\u5de5\u5177\u3002<\/p>\n<p>\u96c6\u6210\u6570\u636e\u662f\u5b8c\u6210\u9500\u552e\u548c\u8425\u9500\u7684\u65b9\u5f0f\u3002\u5bf9 CX \u6765\u8bf4\u5c31\u66f4\u5c11\u4e86\u3002<\/p>\n<p>\u5230 2022 \u5e74\uff0c\u9884\u8ba1 CX \u548c\u5e02\u573a\u7814\u7a76\u804c\u80fd\u5c06\u5728\u8bb8\u591a\u7ec4\u7ec7\u4e2d\u53d1\u5c55\u3002CX \u6536\u96c6\u4e86\u8bb8\u591a\u7b49\u5f85\u5229\u7528\u7684\u6f5c\u5728\u6570\u636e\u96c6\uff1a<\/p>\n<ul>\n<li>\u5185\u90e8\u5ba2\u6237\u884c\u4e3a\u3001\u4ea4\u6613\u548c\u8d44\u6599<\/li>\n<li>\u5173\u4e8e\u5ba2\u6237\u6001\u5ea6\u3001\u8d2d\u4e70\u504f\u597d\u548c\u6570\u5b57\u884c\u4e3a\u7684\u7b2c\u4e09\u65b9\u6570\u636e<\/li>\n<li>\u793e\u4ea4\u5a92\u4f53\u6d3b\u52a8<\/li>\n<li>\u5728\u5e97\u5185\u6216\u73b0\u573a\u6536\u96c6\u7684\u6709\u5173\u5ba2\u6237\u5065\u5eb7\u3001\u4f7f\u7528\u60c5\u51b5\u548c\u60c5\u7eea\u7684\u7269\u8054\u7f51\u6570\u636e<\/li>\n<li>\u51c0\u63a8\u8350\u503c (NPS) \u6216\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570 (CSAT)<\/li>\n<\/ul>\n<p>\u6211\u4eec\u9884\u6d4b\uff0c\u660e\u5e74\u5c06\u770b\u5230 CX \u90e8\u95e8\u548c\u5e02\u573a\u7814\u7a76\u4eba\u5458\u4ece\u6570\u636e\u6d88\u8d39\u8005\u6f14\u53d8\u4e3a\u6570\u636e\u8d21\u732e\u8005\uff0c\u5728\u6574\u4e2a\u65c5\u7a0b\u4e2d\u5171\u4eab\u5173\u952e\u7684\u5ba2\u6237\u4ea4\u4e92\u3002<\/p>\n<p><strong>\u5b66\u4e60\u5982\u4f55\u5206\u4eab<\/strong><\/p>\n<p>\u5ba2\u6237\u6570\u636e\u9700\u8981\u901a\u8fc7\u5e94\u7528\u7a0b\u5e8f\u7f16\u7a0b\u63a5\u53e3 (API) \u6d41\u5411\u4e00\u7ebf\u5458\u5de5\u548c\u5de5\u5177\uff0c\u4f8b\u5982\u516c\u53f8 CRM\u3002API \u53ef\u4ee5\u4f5c\u4e3a\u57fa\u4e8e\u7ebf\u7d22\u5206\u6570\u7b49\u6307\u6807\u7684\u81ea\u52a8\u5316\u64cd\u4f5c\u7684\u50ac\u5316\u5242\u3002<\/p>\n<p>\u5728\u6211\u4eec\u7684\u8c03\u67e5\u4e2d\uff0c\u53ea\u6709 29% \u7684 CX \u53d7\u8bbf\u8005\u8868\u793a\u4ed6\u4eec\u53ef\u4ee5\u5bf9\u6536\u96c6\u7684\u6570\u636e\u91c7\u53d6\u6709\u610f\u4e49\u7684\u884c\u52a8\uff0c\u53ea\u6709 17% \u7684\u4eba\u8868\u793a\u53cd\u9988\u5df2\u4f20\u8fbe\u7ed9\u9002\u5f53\u7684\u5185\u90e8\u56e2\u961f\u4ee5\u5bf9\u5176\u91c7\u53d6\u884c\u52a8\u3002<\/p>\n<p>\u516c\u53f8\u5728\u521b\u5efa\u5ba2\u6237\u8ba1\u5212\u65b9\u9762\u6295\u5165\u4e86\u5927\u91cf\u8d44\u91d1\uff0c\u8fd9\u4e9b\u8ba1\u5212\u5728\u503e\u542c\u548c\u5206\u6790\u53cd\u9988\u65b9\u9762\u505a\u5f97\u5f88\u597d\uff0c\u4f46\u5728\u56de\u5e94\u5ba2\u6237\u7684\u610f\u89c1\u65b9\u9762\u5374\u5f88\u7cdf\u7cd5\u3002<\/p>\n<h4>\u9884\u6d4b4\uff1a\u5458\u5de5\u63a5\u53d7\u81ea\u52a8\u5316<\/h4>\n<p>\u81ea\u52a8\u5316\u5f15\u8d77\u4e86\u5305\u62ec\u5e02\u573a\u7814\u7a76\u4eba\u5458\u5728\u5185\u7684\u8bb8\u591a\u4eba\u7684\u7126\u8651\u3002\u666e\u534e\u6c38\u9053\u62a5\u544a\u79f0\uff0c60% \u7684\u4eba\u62c5\u5fc3\u81ea\u52a8\u5316\u4f1a\u4f7f\u8bb8\u591a\u5de5\u4f5c\u9762\u4e34\u98ce\u9669\u3002<\/p>\n<p>2022 \u5e74\uff0c\u6211\u4eec\u9884\u6d4b\u6211\u4eec\u770b\u5f85\u81ea\u52a8\u5316\u7684\u65b9\u5f0f\u5c06\u53d1\u751f\u8f6c\u53d8\u3002\u6211\u4eec\u76f8\u4fe1\u6765\u5e74\u5c06\u9884\u793a\u7740\u4e0e\u81ea\u52a8\u5316\u7684\u65b0\u5173\u7cfb;\u63a5\u53d7\u6211\u4eec\u4eba\u7c7b\u7684\u5f31\u70b9\u548c\u81ea\u52a8\u5316\uff0c\u6211\u4eec\u73b0\u5728\u5c06\u547c\u5401\u7ee7\u7eed\u6211\u4eec\u7684\u8fdb\u5316\u3002<\/p>\n<p>\u63a5\u53d7\u81ea\u52a8\u5316\u4e0d\u5e94\u8ba9\u4eba\u611f\u5230\u610f\u5916\u3002\u6211\u4eec\u77e5\u9053\u54c1\u724c\u5728\u6570\u636e\u6536\u96c6\u548c\u5e02\u573a\u7814\u7a76\u65b9\u9762\u53d8\u5f97\u66f4\u52a0\u900f\u660e\u3002\u6211\u4eec\u77e5\u9053\u6d88\u8d39\u8005\u4e0d\u592a\u5173\u5fc3\u4f01\u4e1a\u6536\u96c6\u7279\u5b9a\u4fe1\u606f\uff0c\u4f8b\u5982\u7535\u5b50\u90ae\u4ef6\u5730\u5740\u3002\u800c\u4e14\u6211\u4eec\u77e5\u9053\uff0c\u6211\u4eec\u65e0\u6cd5\u963b\u6b62\u66f4\u597d\u7684\u8f6f\u4ef6\u3001\u66f4\u597d\u7684 AI \u548c 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\u7684\u5458\u5de5\u8868\u793a\u5bf9\u81ea\u5df1\u7684\u5de5\u4f5c\u80fd\u529b\u66f4\u6709\u4fe1\u5fc3\u3002\u867d\u7136\u8bb8\u591a\u4eba\u7ecf\u5386\u4e86\u5927\u8427\u6761\u6216\u8c03\u6574\uff0c\u4f46\u6211\u4eec\u8fd9\u4e9b\u4e0a\u73ed\u7684\u4eba\u5bf9\u5b83\u7684\u611f\u89c9\u6bd4\u6700\u8fd1\u7684\u8981\u597d\u3002<\/p>\n<p><strong>2022 \u5e74\uff0c\u6211\u4eec\u7ec8\u4e8e\u62e5\u62b1\u81ea\u52a8\u5316\u3002<\/strong><\/p>\n<h4>\u9884\u6d4b 5\uff1aB2B \u66f4\u50cf B2C<\/h4>\n<p>\u6211\u4eec\u4e2d\u7684\u8bb8\u591a\u4eba\u5728\u75ab\u60c5\u671f\u95f4\u82b1\u8d39\u4e86\u5f88\u5927\u4e00\u90e8\u5206\u65f6\u95f4\u901a\u8fc7\u624b\u673a\u8d2d\u7269\uff0c\u5c06\u5a92\u4f53\u4e0b\u8f7d\u5230\u6211\u4eec\u7684\u8bbe\u5907\u4e0a\uff0c\u4ee5\u53ca\u4e0e\u5bb6\u4eba\u5728\u7ebf\u73a9\u6e38\u620f\u3002\u6211\u4eec\u8fc7\u7740 B2C \u7684\u751f\u6d3b\uff0c\u53ea\u9700\u70b9\u51fb\u4e00\u4e0b\u5373\u53ef\u8d2d\u4e70\u3002<\/p>\n<p>\u73b0\u5728\uff0c\u968f\u7740\u5de5\u4eba\u8fd4\u56de\u6216\u8ba1\u5212\u8fd4\u56de\u5de5\u4f5c\u5c97\u4f4d\uff0c\u6211\u4eec\u5c06\u5728\u4e00\u5929\u4e2d\u7684\u90e8\u5206\u65f6\u95f4\u6062\u590d B2B \u751f\u6d3b\u3002\u6211\u4eec\u9700\u8981\u4e0e\u9500\u552e\u56e2\u961f\u4ea4\u8c08\u4ee5\u83b7\u53d6\u4fe1\u606f\u3002\u6211\u4eec\u8bbf\u95ee\u4e0d\u7a33\u5b9a\u7684\u4f9b\u5e94\u5546\u95e8\u6237\u6216\u5458\u5de5\u5185\u90e8\u7f51\u4ee5\u5bfb\u627e\u89e3\u51b3\u65b9\u6848\u3002<\/p>\n<p><strong>\u75ab\u60c5\u6c38\u8fdc\u6539\u53d8\u4e86\u5546\u4e1a\u5173\u7cfb<\/strong><\/p>\n<p>\u5ba2\u6237\u4f53\u9a8c\u548c\u5e02\u573a\u7814\u7a76\u56e2\u961f\u4ee5\u53ca\u4ed6\u4eec\u5982\u4f55\u4e0e\u6d88\u8d39\u8005\u5efa\u7acb\u5173\u7cfb\u7684\u6807\u51c6\u5df2\u7ecf\u63d0\u9ad8\u3002<\/p>\n<p>B2C \u7535\u5b50\u5546\u52a1\u4e2d\u5e38\u89c1\u7684\u81ea\u52a9\u670d\u52a1\u9009\u9879\u4e5f\u4e3a\u5546\u4e1a\u4e70\u5bb6\u63d0\u4f9b\u4e86\u589e\u957f\u3002\u8bc6\u522b\u548c\u8bc4\u4f30\u65b0\u4f9b\u5e94\u5546\u7b49\u6f0f\u6597\u9876\u7aef\u6d3b\u52a8\u63d0\u4f9b\u4e86\u66f4\u591a\u81ea\u52a9\u670d\u52a1\u9009\u9879\u2014\u2014\u9ea6\u80af\u9521\u7684\u4e00\u9879\u65b0\u7814\u7a76\u8868\u660e\uff0c\u8fd9\u4e00\u6bd4\u4f8b\u4ece 2020 \u5e74 8 \u6708\u7684 22% \u4e0a\u5347\u5230 2021 \u5e74 2 \u6708\u7684 34%\u3002<\/p>\n<p>\u6211\u4eec\u4e0d\u8ba8\u538c\u4eba\u9645\u4ea4\u5f80;\u6211\u4eec\u53ea\u60f3\u5b8c\u6210\u6211\u4eec\u7684\u5de5\u4f5c\u3002\u9ea6\u80af\u9521\u663e\u793a\uff0c\u4e09\u5206\u4e4b\u4e8c\u7684\u4e70\u5bb6\u66f4\u559c\u6b22\u8fdc\u7a0b\u4eba\u5de5\u4ea4\u4e92\u6216\u6570\u5b57\u81ea\u52a9\u670d\u52a1\u3002Forrester\u7684\u4e00\u9879\u7814\u7a76\u53d1\u73b0\uff0c59% \u7684 B2B \u4e70\u5bb6\u548c\u5356\u5bb6\u4e0d\u559c\u6b22\u4e0e\u9500\u552e\u4ee3\u8868\u4e92\u52a8\uff0c74% \u7684\u4eba\u66f4\u559c\u6b22\u76f4\u63a5\u4ece\u7f51\u7ad9\u8d2d\u4e70\u3002\u4fe1\u606f\uff1a\u8ba9\u6211\u4eec\u81ea\u5df1\u505a\u3002<\/p>\n<p><strong>B2B \u6d88\u8d39\u8005\u60f3\u8981\u4ec0\u4e48?<\/strong><\/p>\n<p>B2B \u6d88\u8d39\u8005\u60f3\u8981 B2C \u6d88\u8d39\u8005\u6240\u62e5\u6709\u7684\u4e00\u5207\u2014\u2014\u7b80\u5355\u7684\u670d\u52a1\u3001\u5feb\u901f\u7684\u4ea7\u54c1\u8d2d\u4e70\u3001\u6570\u5b57\u5185\u5bb9\u548c\u54cd\u5e94\u5f0f\u652f\u6301\u3002Forrester \u9996\u5e2d\u5206\u6790\u5e08 Kathy Contreras \u8bf4\uff1a\u201c\u672a\u6765\u7684 B2B \u4e70\u5bb6\u5c06\u671f\u671b\u8d2d\u4e70\u4f53\u9a8c\u8d8a\u6765\u8d8a\u5f00\u653e\u3001\u4e92\u8054\u3001\u76f4\u89c2\u548c\u5373\u65f6\u201d\u3002<\/p>\n<p>B2B \u4e70\u5bb6\u5e0c\u671b\u83b7\u5f97\u4fe1\u606f\u2014\u2014\u901a\u8fc7\u65e0\u5904\u4e0d\u5728\u7684\u6570\u5b57\u6e20\u9053\uff0c\u5728\u4efb\u4f55\u8bbe\u5907\u4e0a\u90fd\u53ef\u4ee5\u8bbf\u95ee\u3002\u5728\u8fc7\u53bb\u7684\u4e00\u5e74\u91cc\uff0c\u968f\u7740\u8d8a\u6765\u8d8a\u591a\u7684\u4eba\u88ab\u9650\u5236\u5728\u5bb6\u4e2d\uff0c\u5e76\u4e14\u6bd4\u4ee5\u5f80\u4efb\u4f55\u65f6\u5019\u90fd\u66f4\u52a0\u4f9d\u8d56\u6570\u5b57\u5de5\u5177\uff0c\u5ba2\u6237\u5bf9\u65e0\u6469\u64e6\u4f53\u9a8c\u7684\u671f\u671b\u4e5f\u5728\u4e0a\u5347\u3002<\/p>\n<p>\u5728\u8ba8\u8bba\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u7b56\u7565\u65f6\uff0c\u201c\u4e2a\u6027\u5316\u201d\u662f\u6700\u5e38\u88ab\u63d0\u53ca\u7684\u672f\u8bed\u3002\u4f46\u6211\u4eec\u9884\u6d4b\uff0c\u4e0d\u4ec5\u4ec5\u662f\u5c06\u67d0\u4eba\u7684\u540d\u5b57\u6dfb\u52a0\u5230\u4ed6\u4eec\u7684\u7535\u5b50\u90ae\u4ef6\u4ecb\u7ecd\u4e2d\u3002<\/p>\n<p>\u8fd9\u79cd\u4e2a\u6027\u5316\u662f\u4e0d\u540c\u7684\u3002\u8fd9\u79cd\u4e2a\u6027\u5316\u662f\u5173\u4e8e\u6574\u4e2a\u4f53\u9a8c\u7684\u2014\u2014\u5185\u5bb9\u3001\u4ea7\u54c1\u3001\u62a5\u4ef7\u3001\u5916\u89c2\u548c\u611f\u89c9\u3002\u5bf9\u4e8eCEO Gal Oron\u6765\u8bf4\uff0c\u8fd9\u79cd\u4e2a\u6027\u5316\u5f00\u59cb\u542c\u8d77\u6765\u5f88\u50cf B2C \uff1a<\/p>\n<p>\u201c\u5bf9\u5ba2\u6237\u7684\u4ea7\u54c1\u5185\u5bb9\u4ea4\u4e92\u8fdb\u884c\u5206\u6790\u53ef\u4ee5\u5e2e\u52a9\u4f01\u4e1a\u66f4\u597d\u5730\u4e86\u89e3\u6bcf\u4e2a\u5ba2\u6237\u7684\u9700\u6c42\u5e76\u5b9a\u5236\u4ed6\u4eec\u7684\u4f53\u9a8c\u2014\u2014\u4ece\u4ed6\u4eec\u63d0\u4f9b\u7684\u5185\u5bb9\u5230\u4ed6\u4eec\u6536\u5230\u7684\u4f18\u60e0\u548c\u4fc3\u9500\u2014\u2014\u4ee5\u4e00\u79cd\u4e0e\u4ed6\u4eec\u4e00\u6837\u5b9a\u5236\u548c\u76f8\u5173\u7684\u65b9\u5f0f\u89c6\u9891\u6d41\u5a92\u4f53\u3002\u201d<\/p>\n<p>\u4e2a\u6027\u5316\u662f\u4e3a\u6d88\u8d39\u8005\u63d0\u4f9b\u7b54\u6848\u3002\u5982\u679c\u8fd9\u4e9b\u4f53\u9a8c\u50cf\u770b\u8d77\u6765\u90a3\u6837\u6709\u5229\u53ef\u56fe\u2014\u2014Epsilon \u8868\u793a\uff0c\u5728\u63d0\u4f9b\u4e2a\u6027\u5316\u4f53\u9a8c\u65f6\uff0c80% \u7684\u6d88\u8d39\u8005\u66f4\u6709\u53ef\u80fd\u8fdb\u884c\u8d2d\u4e70\u2014\u2014\u90a3\u4e48\u9884\u8ba1 2022 \u5e74 B2B \u9500\u552e\u5c06\u66f4\u52a0\u4e2a\u6027\u5316\u3002<\/p>\n<p>\u6211\u4eec\u9884\u6d4b\uff0c\u968f\u7740 B2B \u548c B2C \u4e4b\u95f4\u7684\u754c\u9650\u7ee7\u7eed\u6a21\u7cca\uff0cB2B \u4e70\u5bb6\u5728\u6570\u5b57\u6e20\u9053\u4e0a\u7684\u4e2a\u6027\u5316\u3001\u76f8\u5173\u4f53\u9a8c\u5c06\u5927\u5927\u589e\u52a0\uff08\u539f\u6587\u5730\u5740\uff1ahttps:\/\/www.greenbook.org\/mr\/insights\/five-customer-experience-and-market-research-predictions-for-2022 \uff09\u3002<\/p>\n<p>&nbsp;<\/p>\n<section>\u5173\u6ce8<a href=\"https:\/\/mp.weixin.qq.com\/mp\/appmsgalbum?__biz=MzI0MTUwNzU3Mg==&amp;action=getalbum&amp;album_id=1683301061555470341&amp;scene=173&amp;from_msgid=2247487770&amp;from_itemidx=1&amp;count=3&amp;nolastread=1#wechat_redirect\"><strong>\u500d\u5e02\u5f97\u00a0<\/strong><\/a><\/section>\n<section>\u4e86\u89e3\u66f4\u591a\u6570\u5b57\u5316\u7684\u4f53\u9a8c\u7ba1\u7406\u65b9\u6848\u00a0<\/section>\n<section>\u54a8\u8be2\u7535\u8bdd\uff1a021-31067311<\/section>\n<section><img loading=\"lazy\" class=\"aligncenter wp-image-3382\" src=\"https:\/\/blog.bestcem.com\/wp-content\/uploads\/2021\/12\/\u5fae\u4fe1\u56fe\u7247_20211212135655.gif\" alt=\"\" width=\"900\" height=\"359\" \/><\/section>\n","protected":false},"excerpt":{"rendered":"<p>\u8be5\u9884\u6d4b\u5f3a\u8c03\u968f\u7740\u4e16\u754c\u7ee7\u7eed\u611f\u53d7\u5230 COVID-19 \u7684\u53cd\u54cd\u5f71\u54cd\uff0c\u54c1\u724c\u5c06\u8d8a\u6765\u8d8a\u91cd\u89c6\u5ba2\u6237\u4f53\u9a8c\u3002 \u968f\u7740\u8d8a\u6765\u8d8a\u591a\u7684\u7ec4\u7ec7\u4e86\u89e3 &hellip; <\/p>\n","protected":false},"author":1,"featured_media":3828,"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":[266,6,82],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/posts\/3827"}],"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=3827"}],"version-history":[{"count":2,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/posts\/3827\/revisions"}],"predecessor-version":[{"id":3831,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/posts\/3827\/revisions\/3831"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/media\/3828"}],"wp:attachment":[{"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/media?parent=3827"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/categories?post=3827"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.bestcem.com\/blog\/wp-json\/wp\/v2\/tags?post=3827"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}