摘要
文章阐述了绩效评估矩阵和相对绩效矩阵理论,并举例分析在客户关系管理实务中如何运用该工具发现企业在客户服务中存在的主要问题及不足,以及应采取的经营策略,为企业建立科学的客户服务绩效评价体系、提高客户满意度提供了有益的探讨。
The paper introduces the methods of PEM and RPM and analyses how to apply the methods to find the main problems and weaknesses and should take corresponding business strategy in SCM by a cited case. Provides a helpful study to establish a reasonable system of performance measurement and improve customer satisfaction.
出处
《中国市场》
北大核心
2008年第45期10-12,共3页
China Market
关键词
客户关系管理
绩效评估矩阵
相对绩效矩阵
运用
CRM
performance evaluation matrix
relativity performance matrix
application
