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CRM 三 個面向

行銷. 服務. 銷售. CRM 三 個面向. 不斷收集客戶資訊. 提供個人化服務. 一致性的服務內容和水準. CRM 服務面. Zone Manager. ARCP. Avon. Dealer. Customer. Rep. Service. The contact window between. Rep. Service. Service via Phone. Credit Line Check. Franchise Showroom Supports. Inter-action with Field. Function & Service.

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CRM 三 個面向

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  1. 行銷 服務 銷售 CRM 三個面向

  2. 不斷收集客戶資訊 提供個人化服務 一致性的服務內容和水準 CRM 服務面

  3. Zone Manager ARCP Avon Dealer Customer Rep. Service The contact window between Rep. Service

  4. Service via Phone Credit Line Check Franchise Showroom Supports Inter-action with Field Function & Service Account Balance Adjustment Past Due Spurring & Collection Rep. Service

  5. Service via Phone ACD equipped to quick handling calls A window for inquiries Dealer Ordering via phone Complain handling & Follow up Rep. Service

  6. Response feed backs from field to related department for reference & improvement Inter-action with Field Telephone feed back form applied Rep. Service

  7. Stimulate the dealer to submit orders To pay Avon her balance dued Past Due Spurring & Collection Do both of the above Rep. Service

  8. Adjust Misc. adjustment on: • Returns • Price deviation • Discount • Dealer overpaid • Billed but failed in delivery Account Balance Adjustment Rep. Service

  9. Coordinate/ Support logistics related affairs between C.S. Center & F S/R Franchise Showroom Supports 54 F. S/R Island-wide + 3 Avon Showroom Rep. Service

  10. Judge to decide orders are to be sent, held or cancelled Credit Line Check Computer support with parameter set locally A means of controlling bad debts Rep. Service

  11. IVR Ordering / Inquiry System Welcome ID# Verification # 1 2 3 4 5 6 7 8 Shipping / Shortage Info. Inquiry Important Notice Balance Due Checking Account# Inquiry Camp. Activity Beauty Class Correspondent Service End of Operation Ordering 1 2 1 2 Shipping Date Shortage Info. Rep. Service Balance Due YTD Sales

  12. Rep. Service Ordering Options Historical(%) 19881992199819992000 2001 28 14 15 14 12 13 66 14 2 2 2 1 5 59 16 13 11 8 0 0 27 24 26 19 0 11 24 13 12 5 1 2 16 33 35 47 0 0 0 1 2 7 Tel/TOE Mail Fax EOT IVRS S/R，FSR Internet

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