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资料简介：Customer Relationship Management (CRM)
Customers?
Who are these guys?
What is CRM?
In-depth analysis of customer behavior and attributes.
Why CRM?
Company existence – quest for profit.
Three ways to increase the profitability of the customer base
Acquire more customers
Optimize the value of the existing customers
Retain the right customers longer
Acquiring new customer cost 5-10 times more that retaining the existing one
Loyal customers will will buy more and are willing to pay premium prices
20/80 rule – 20% of the customers generate 80% of the revenue