{"id":5526,"date":"2023-08-16T18:14:45","date_gmt":"2023-08-16T10:14:45","guid":{"rendered":"https:\/\/www.bestcem.com\/blog\/?p=5526"},"modified":"2023-10-20T16:20:40","modified_gmt":"2023-10-20T08:20:40","slug":"%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%e6%95%b0%e5%ad%97%e5%8c%96%ef%bc%9a10%e5%a4%a7%e5%b8%b8%e7%94%a8%e4%bd%93%e9%aa%8c%e8%af%84%e6%b5%8b%e6%b3%95","status":"publish","type":"post","link":"https:\/\/www.bestcem.com\/blog\/%e4%bd%93%e9%aa%8c%e7%ae%a1%e7%90%86%e6%95%b0%e5%ad%97%e5%8c%96%ef%bc%9a10%e5%a4%a7%e5%b8%b8%e7%94%a8%e4%bd%93%e9%aa%8c%e8%af%84%e6%b5%8b%e6%b3%95\/","title":{"rendered":"\u4f53\u9a8c\u7ba1\u7406\u6570\u5b57\u5316\u4e4b10\u5927\u5e38\u7528\u4f53\u9a8c\u8bc4\u6d4b\u6cd5"},"content":{"rendered":"<p>\u968f\u7740\u6280\u672f\u7684\u4e0d\u65ad\u8fdb\u6b65\u548c\u521b\u65b0\uff0c\u4f53\u9a8c\u7ba1\u7406\u5df2\u7ecf\u8fce\u6765\u4e86\u6570\u5b57\u5316\u7684\u98de\u8dc3\uff0c\u4e3a\u4f01\u4e1a\u63d0\u4f9b\u4e86\u66f4\u591a\u7cbe\u7ec6\u5316\u3001\u5168\u9762\u5316\u7684\u5de5\u5177\u548c\u65b9\u6cd5\u6765\u6d1e\u5bdf\u3001\u8bc4\u4f30\u548c\u63d0\u5347\u5ba2\u6237\u4f53\u9a8c\u3002\u5728\u6570\u5b57\u5316\u4f53\u9a8c\u7ba1\u7406\u7684\u666e\u53ca\u4e0b\uff0c\u500d\u5e02\u5f97\u4e3a\u5927\u5bb6\u6574\u7406\u4e86\u5341\u5927\u5e38\u7528\u4f53\u9a8c\u8bc4\u6d4b\u6cd5\uff1a<\/p>\n<p><strong>1\u3001Net Promoter Score (NPS) <\/strong>\uff1a<\/p>\n<p>NPS\u662f\u7528\u6765\u8861\u91cf\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u7684\u6307\u6807\u3002\u901a\u8fc7\u8be2\u95ee\uff1a &#8220;\u60a8\u613f\u610f\u5c06\u6211\u4eec\u7684\u4ea7\u54c1\/\u670d\u52a1\u63a8\u8350\u7ed9\u670b\u53cb\u6216\u540c\u4e8b\u5417\uff1f&#8221; \uff0c\u4ece0\u523010\u8bc4\u5206\uff0c\u628a\u5ba2\u6237\u5206\u4e3a\u4e09\u7c7b\uff1a\u5f97\u52060-6\u4e3a\u8d2c\u635f\u8005\uff0c7-8\u4e3a\u4e2d\u7acb\u8005\uff0c9-10\u4e3a\u63a8\u8350\u8005\u3002NPS =\uff08\u63a8\u8350\u8005\u6570\u91cf\/\u603b\u6837\u672c\u6570\u91cf\uff09*100% \u2014\uff08\u8d2c\u635f\u8005\u6570\u91cf\/\u603b\u6837\u672c\u6570\u91cf\uff09*100%\u3002\u5b83\u80fd\u5e2e\u52a9\u4f01\u4e1a\u4e86\u89e3\u5ba2\u6237\u7684\u5fe0\u8bda\u5ea6\u548c\u53ef\u80fd\u7684\u63a8\u8350\u884c\u4e3a\u3002<\/p>\n<p><strong>2\u3001Customer Satisfaction Score (CSAT) <\/strong>\uff1a<\/p>\n<p>CSAT\u7528\u4e8e\u8bc4\u4f30\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u901a\u5e38\u901a\u8fc7\u77ed\u95ee\u5377\u8be2\u95ee\u5ba2\u6237\u5bf9\u7279\u5b9a\u4ea4\u4e92\u6216\u4f53\u9a8c\u7684\u6ee1\u610f\u7a0b\u5ea6\u3002\u4e00\u822c\u91c7\u75285\u62167\u70b9\u91cf\u8868\uff0c\u5ba2\u6237\u9009\u62e9\u4e00\u4e2a\u6ee1\u610f\u5ea6\u7b49\u7ea7\u3002CSAT = (\u6ee1\u610f\u5ba2\u6237\u6570 \/ \u603b\u56de\u7b54\u6570) * 100%\u3002<\/p>\n<p><strong>3\u3001Customer Journey Analytics (\u5ba2\u6237\u65c5\u7a0b\u5206\u6790)<\/strong>\uff1a<\/p>\n<p>\u901a\u8fc7\u8ddf\u8e2a\u5ba2\u6237\u5728\u6574\u4e2a\u8d2d\u4e70\u8fc7\u7a0b\u4e2d\u7684\u5404\u4e2a\u9636\u6bb5\u548c\u4e92\u52a8\uff0c\u5ba2\u6237\u65c5\u7a0b\u5206\u6790\u53ef\u4ee5\u63ed\u793a\u5ba2\u6237\u7684\u884c\u4e3a\u6a21\u5f0f\u3001\u5173\u952e\u89e6\u70b9\u548c\u74f6\u9888\u3002\u5ba2\u6237\u65c5\u7a0b\u5206\u6790\u6d89\u53ca\u591a\u4e2a\u6307\u6807\uff0c\u5982\u8bbf\u95ee\u6b21\u6570\u3001\u8f6c\u5316\u7387\u3001\u5e73\u5747\u505c\u7559\u65f6\u95f4\u3001\u8df3\u51fa\u7387\u3001\u89e6\u70b9\u6ee1\u610f\u5ea6\u3001\u60c5\u7eea\u5f52\u7c7b\u7b49\u3002<\/p>\n<p><strong>4\u3001Sentiment Analysis (\u60c5\u611f\u5206\u6790)<\/strong>\uff1a<\/p>\n<p>\u60c5\u611f\u5206\u6790\u4f7f\u7528\u81ea\u7136\u8bed\u8a00\u5904\u7406\u6280\u672f\u6765\u8bc6\u522b\u5ba2\u6237\u5728\u8bc4\u8bba\u3001\u793e\u4ea4\u5a92\u4f53\u5e16\u5b50\u7b49\u6587\u672c\u4e2d\u8868\u8fbe\u7684\u60c5\u611f\u3002\u5c06\u6587\u672c\u6570\u636e\u5206\u4e3a\u79ef\u6781\u3001\u4e2d\u6027\u548c\u6d88\u6781\u60c5\u7eea\u3002\u60c5\u611f\u5206\u6790\u7684\u8ba1\u7b97\u6d89\u53ca\u60c5\u611f\u8bcd\u6c47\u5e93\u548c\u7b97\u6cd5\uff0c\u4ece\u800c\u7ed9\u51fa\u6587\u672c\u60c5\u611f\u7684\u5206\u7c7b\u3002<\/p>\n<p><strong>5\u3001Customer Churn Rate (\u6d41\u5931\u7387)<\/strong>\uff1a<\/p>\n<p>\u6d41\u5931\u7387\u662f\u5224\u65ad\u987e\u5ba2\u6d41\u5931\u7684\u4e3b\u8981\u6307\u6807\uff0c\u76f4\u63a5\u53cd\u6620\u4e86\u4f01\u4e1a\u7ecf\u8425\u4e0e\u7ba1\u7406\u7684\u73b0\u72b6\u3002\u6d41\u5931\u7387\u6709\u7edd\u5bf9\u6d41\u5931\u7387\u548c\u76f8\u5bf9\u6d41\u5931\u7387\u4e4b\u5206\uff0c\u56e0\u800c\u6709\u4e24\u79cd\u8ba1\u7b97\u65b9\u6cd5\uff1a<\/p>\n<ul>\n<li><b><\/b><strong><b>\u7edd\u5bf9\u6d41\u5931\u7387\uff1a<\/b><\/strong>(\u6d41\u5931\u7684\u987e\u5ba2\u6570\u91cf\/\u5168\u90e8\u987e\u5ba2\u6570\u91cf)\u00d7100%<\/li>\n<li><b><\/b><strong><b>\u76f8\u5bf9\u6d41\u5931\u7387\uff1a<\/b><\/strong>[(\u6d41\u5931\u7684\u987e\u5ba2\u6570\u91cf\/\u5168\u90e8\u987e\u5ba2\u6570\u91cf)\u00d7\u6d41\u5931\u987e\u5ba2\u7684\u76f8\u5bf9\u8d2d\u4e70\u989d]\u00d7100%<\/li>\n<\/ul>\n<p><strong>6\u3001Segmentation Analysis (\u7ec6\u5206\u5206\u6790)<\/strong>\uff1a<\/p>\n<p>\u7ec6\u5206\u5206\u6790\u53ef\u901a\u8fc7\u805a\u7c7b\u7b97\u6cd5\u5c06\u5ba2\u6237\u5206\u4e3a\u4e0d\u540c\u7684\u7fa4\u4f53\uff0c\u4ee5\u4e86\u89e3\u4e0d\u540c\u7ec6\u5206\u7684\u5ba2\u6237\u9700\u6c42\u3001\u6001\u5ea6\u3001\u884c\u4e3a\u548c\u504f\u597d\u3002\u5e38\u89c1\u65b9\u6cd5\u6709K\u5747\u503c\u805a\u7c7b\u3001\u5c42\u6b21\u805a\u7c7b\u7b49\u3002\u8fd9\u6709\u52a9\u4e8e\u66f4\u6709\u9488\u5bf9\u6027\u5730\u8fdb\u884c\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u548c\u4f53\u9a8c\u8fd0\u8425\u3002<\/p>\n<p><strong>7\u3001Predictive Analytics (\u9884\u6d4b\u5206\u6790)<\/strong>\uff1a<\/p>\n<p>\u9884\u6d4b\u5206\u6790\u5229\u7528\u5386\u53f2\u6570\u636e\u548c\u6a21\u578b\uff0c\u5982\u7ebf\u6027\u56de\u5f52\u3001\u51b3\u7b56\u6811\u7b49\uff0c\u6765\u9884\u6d4b\u672a\u6765\u5ba2\u6237\u884c\u4e3a\u3001\u9700\u6c42\u548c\u8d8b\u52bf\u3002\u8fd9\u53ef\u4ee5\u5e2e\u52a9\u4f01\u4e1a\u505a\u51fa\u66f4\u51c6\u786e\u7684\u51b3\u7b56\uff0c\u4f18\u5316\u8d44\u6e90\u5206\u914d\u5e76\u63d0\u524d\u5e94\u5bf9\u5ba2\u6237\u9700\u6c42\u3002<\/p>\n<p><strong>8\u3001Text Analytics (\u6587\u672c\u5206\u6790)<\/strong>\uff1a<\/p>\n<p>\u6587\u672c\u5206\u6790\u5904\u7406\u5ba2\u6237\u7559\u8a00\u3001\u8bc4\u8bba\u3001\u53cd\u9988\u7b49\u6587\u672c\u6570\u636e\uff0c\u4f7f\u7528\u81ea\u7136\u8bed\u8a00\u5904\u7406\u6280\u672f\uff0c\u5982\u8bcd\u9891\u5206\u6790\u3001\u4e3b\u9898\u5efa\u6a21\u7b49\uff0c\u4ece\u6587\u672c\u6570\u636e\u4e2d\u63d0\u53d6\u6709\u4ef7\u503c\u4fe1\u606f\u3002\u968f\u7740\u5f53\u4e0bGPT\u7c7b\u5e94\u7528\u7684\u6210\u719f\uff0c\u5728\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u4e0a\u5f97\u5230\u4e86\u66f4\u5e7f\u6cdb\u9ad8\u6548\u7684\u5e94\u7528\u3002<\/p>\n<p><strong>9\u3001Behavioral Analytics (\u884c\u4e3a\u5206\u6790)<\/strong>\uff1a<\/p>\n<p>\u884c\u4e3a\u5206\u6790\u5173\u6ce8\u5ba2\u6237\u5728\u6570\u5b57\u5e73\u53f0\u4e0a\u7684\u5b9e\u9645\u884c\u4e3a\uff0c\u4f8b\u5982\u70b9\u51fb\u3001\u6d4f\u89c8\u3001\u8d2d\u4e70\u7b49\u3002\u6d89\u53ca\u591a\u79cd\u6307\u6807\uff0c\u5982\u9875\u9762\u6d4f\u89c8\u6b21\u6570\u3001\u70b9\u51fb\u7387\u3001\u5e73\u5747\u4f1a\u8bdd\u65f6\u957f\u7b49\u3002\u901a\u8fc7\u5206\u6790\u8fd9\u4e9b\u884c\u4e3a\uff0c\u53ef\u4ee5\u6d1e\u5bdf\u5ba2\u6237\u7684\u5174\u8da3\u3001\u504f\u597d\u548c\u884c\u4e3a\u8def\u5f84\u3002<\/p>\n<p><strong>10\u3001Cross-channel Analytics 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