CRM案例——惠普公司的“全面客户体验服务模式”

CRM Practice in HP Company——Total Customer Experience

惠普公司自身的"以客户为中心"的改革是从1999年4月开始的,这个模式称为"全面客户体验服务模式"(Total Customer Experience 简称"TCE").TCE的核心是要让客户感受到惠普公司提供给他们的服务贯穿于和客户生命周期的全过程,并且是以客户为中心完善地集成在一起.

This paper introduces CRM practice in HP company and CRM brings some changes in all aspects of company, for example, organizational structure. This paper also gives steps of how CRM is implemented.