102.11.05 顧客服務行銷與顧客關係管理-成大企管系-詹翔霖副教授
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[email protected] 0955-268997http://mypaper.pchome.com.tw/chanrs
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2001.07-2001.08-2002.08-2003.02-2007.11-2008.06-EAPs2008.11-2009.09-MBA2010.01-2010.07-TTQS2011.10-2012.01--
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(A) / CS/ TQ /RE(B) /
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excellence LexusMercedes Benz value=-
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conformance to specifications meeting or exceeding customers expectations
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SQ= P- E P > E
PE
P < E
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-E Ex:Game
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-E
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Ex:
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105100300
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1201149411040090200
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customization
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!!!
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musts satisfiers) delights
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2002582-90
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Ex:
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11
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the gap model
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1.2.3.4.5.
6.7.8.9.10.
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5P
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--1. Ex1.
2. Ex1.
3. Ex1.
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****
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20%AA80/20
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CRM80/2080/2080%20%20%80/20
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RM
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market sharewallet share
CRM
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1. 2. 3. 4. 5.
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1.2.3. 4. 5./
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--CRMCRM CRM12345678 2345678922334455098765432CRM
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