1. 精读 ISAS 第十组

2. Contents 4 1 2 3 孟霞 黄巧玲 朱佳 易娟 The successful customer relationship of Haier The Customer relationship analysis of Huawei The Customer relationship analysis of Lenovo New development of customer relationship

3. Haier group is the world's fourth largest white goods manufacturer, Founded in 1984,Haier is a global leader in consumer electronics. Haier employs more than 80,000 people around the world and distributes products in more than 100 countries.

4. Efficient and economical All free shipping Logistics covered 2576 counties Arrive within 24 hours 1384 counties support 24 hours door-to-door delivery According to the agreed delivery, free overtime

5. Innovation ---- Personalization Five One Two Three Four Fill in the pivotal information modify scheme Select scheme Submit scheme Professional designers provide On-site design for you

6. High reputation, High quality A letter from the user to reflect the Haier refrigerator have quality problems, let staff personally smashed up 76 defective refrigerator with a sledgehammer, awakened the staff's quality consciousness. “Users Are Always Right, While We Need to Improve Ourselves”

7. Introduction of huawei Huawei is a leading global information and communications technology (ICT) solutions provider. They are committed to creating maximum value for telecom operators, enterprises and consumers by providing competitive solutions and services.

8. Huawei's successful customer relationship The end-to-end network planning and evolution Customer experience management Consulting and transformation ACB

9. The reasons for the success of huawei customer relationship Each staff have the idea of take the customer as the center, and take the customer as the center of corporate culture. Huawei reflect a respect for the customer, to the attention of the customer and concern for customers. closing to the customers, listening to the needs of customers, and satisfying them. Huawei persist in the sincere and honest with each other, standing in customer's point of view to consider the interests of customers.

10. Lenovo Profile Lenovo was founded in 1984. Is an innovative, international technology company. Since 2011 to become the world's second-largest PC manufacturer. The company mainly produces Lenovo laptops, one machine, desktop computers, mobile phones, tablet PCs, and printer, etc.

11. Lenovo Customer Contact Center Why is it so successful? ① The industry's first triple-play service model ② Multimedia call center taking shape ③ Services Technical continuous innovation ④ High-performance operating Lenovo Customer Contact Center was established in 1995, and is contact center consulting, technical support, telemarketing, outsourcing and other services to support Chinese, English, Korean three language.

12. Lenovo Customer Relationship Management(CRM) Lenovo’s call center : It has 200 seats, not only the one of the largest call centers, but also one of the busiest call center. It greatly improved customer satisfaction. Clover-CRM customer system: Is a flexible and high- performance software. Cooperate with the Siebel: Select Siebel as a service provider to achieve organize customer information, mining and old customers and one on one service.

14. Analysis ① Stable operation and powerful function ② Continuous innovation ③ Convenient network management ④ Offers free technical support ⑤ Development of customer information listserv What’s the new features of the Lenovo Customer Relationship Management?

15. The importance of CRM CRM can improve the operation efficiency, reduce the cost, improve the management level of enterprises. CRM to excavate the potential values of customers, improve customer loyalty, and then expand the sales market. Customer value is the supplier for their care and attention.

16. The development of CRM CRM 1980 Use the information technology Enhance the management level retain old customers attract new customers CRM is a new management concept, emphasizes the core customers as their own business, put one's heart and soul into customer service, customers around the business

17. How to carry out CRM in the age of big data In the age of big data with the IT technology, CRM has become a kind of management software, enterprise information management solutions. 微软中国 易达 CRM DRP Distribution Resource Planning BPR Business Process Reengineering SFA Sales Force Automation ASP Application Service Provider Sugar CRM 中国 火凤凰 CRM 智邦国际 CRM

18. L/O/G/O Thank You!