罗兰贝格的crm咨询步骤中文版

-1-Discussion_Paper_SAG.pptRolandBerger&PartnerGmbH–InternationalManagementConsultantsBarcelona–Beijing–Berlin–Brussels–Bucharest–Budapest–BuenosAires–Delhi–Detroit–Düsseldorf–Frankfurt–Hamburg–Kiev–KualaLumpur–LisbonLondon–Madrid–Milan–Moscow–Munich–NewYork–Paris–Prague–Riga–Rome–S?oPaulo–Shanghai–Stuttgart–Tokyo–Vienna–Zurich客户关系管理（CRM）–咨询步骤–Munich,June2000-2-Discussion_Paper_SAG.pptThisdocumentwascreatedfortheexclusiveuseofourclients.Itisnotcompleteunlesssupportedbytheunderlyingdetailedanalysesandoralpresentation.ItmustnotbepassedontothirdpartiesexceptwiththeexplicitpriorconsentofRolandBerger&Partners.内容页码A.导言3B.项目目标和范围12C.步骤16C.1CRM目标设定19C.2CRM战略与技术概念34C.3CRM实施74D.参考77E.附录:支持CRM实施的工具81E.1作为支持CRM工具的互联网82E.2作为支持CRM工具的呼叫中心93-3-Discussion_Paper_SAG.pptA.导言-4-Discussion_Paper_SAG.ppt全球