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Focus on Your CustomerIf you think of the most successful companies around the world -- GM, Wal-Mart, IBM, etc. -- they all have one thing in common: loyal customers. It can cost ten to twenty times as much to acquire a customer as to retain one, so it’s easy to understand why customer relationship management is such a hot concept. But, while everyone understands CRM is a good thing, putting a CRM strategy together isn’t easy. The place to start A customer-driven business model.A customer-driven business model is the most prudent method of ensuring customer loyalty because it fosters a better relationship with new and existing customers. Others such as market, price, cost or e-commerce-driven business models may generate profits, but fall short of sustaining a loyal customer base. At the heart of customer-driven business model is a clear understanding of the customer -- not just customer trends (although this is useful information, too), but the buying habits and history of every one of your customers. This 360-degree view provides analytics from multiple channels (direct, web, fax, E-mail, call center, sales/marketing) and consolidates into a common repository. Monitoring buying habits and tracking market dynamics lets you more effectively market new and existing products and services.If you think this is a daunting task, you aren’t alone. Because most enterprises don’t have a consolidated view of their customers, obtaining customer profit and cost information is often a Herculean effort.Implementing a CRM solution is usually a huge project with a high probability of failure. Some analysts suggest most businesses underestimate the cost of a CRM Implementation by 40～75 percent. In fact, a successful CRM will interface with ERP systems to provide integration with all customer interactions such as order processing, billing. Also, CRM strategies must include commitment and sponsorship from senior management, as it should be deemed a strategic investment that is implemented incrementally and evolutionary.Understanding critical success factors, such as those listed in the "Key to CRM Success" sidebar, mitigates the risks. First, start with a cultural change that focuses on a customer-centric business strategy. Make sure your organization is well aware of the high cost of customer attrition and is focused on improving retention, increasing loyalty. Understanding and broadcasting the cost of acquiring new customers versus fostering existing relationships.Second, focus on an enterprise view of the customer that encompasses all customer data, such as communication history, purchasing behaviors, channel preferences, demographics, etc. Understand your customers’ preferred channels and determine if there’s some way to optimize them.Adopt a flexible architecture that will expand with your business -- this is true with any IT project. Never deploy a strategic, costly solution using the big-bang approach. Always take an incremental, evolutionary, or iterative approach. The impact to your organization can be significant, thus, proceed slowly and ensure the returns on investment measures are in place. According to the article, to get customer information is considered to be（）
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ABUNDANT ASTA RESOURCESDay in and day out, ASTA helps its members with everything from debit memos to bankruptcy claims on against suppliers to applying for Small34 Business Administration loans. Whatever business problem is facing with you35 chances are someone at ASTA headquarters can offer the advice or a helping36 hand. A few months ago, ASTA introduced that the Member Care Center as37 an improved method of serving its members. The Member Care Center serves38 as the single source for member record changes, for meeting registrations39 and information requests. We have begun intensive customer service training40 of our Member Care team to ensure that they are fully equipped with to41 answer your questions as more efficiently as possible. Our Member Care team42 meets early every morning for a briefing report on the ASTA and travel43 industry news of the day so they are prepared for the various calls that may44 come in. If the answer or solution lies in other another ASTA department,45 ASTA has a highly trained staff of professionals are ready to assist you.Here’s just a sample of how ASTA departments service oar members on a daily basis. 45（）
父亲为什么会把我逼到蒙娜丽莎面前，并且给我听交响乐我想这是那种叫做命运的东西。到了27岁，我才敢向他提起这个问题(以前我甚至怕提到这个女人的名字)。他说肖邦是好东西，当我号啕大哭，他就是要把我一个人关在屋子里听肖邦。那时周围没有人家像我们一样拥有唱机和电视机，那时肉、布、油等物品还在实行配给制，那时周围有很多邻居还靠到菜场拣菜叶过生活，而我们是这幢楼里惟一的知识分子家庭，父亲认为我应该感到幸运。
PART ONE· You are a trainee in Finance Department in Priority Investments Ltd. When Mr Field, Corporate Finance Manager, was at the meeting this morning, a Mr George Biederbeke of Austin Sky-flying Corporation called and showed interest in your investment services. He made an appointment with Mr Field.· Write a note to Mr Field:· telling him Mr Biederbeke’s call and his appointment· saying Mr Biederbeke’s interest in your investment services asking him to call back to confirm the time.· Write 40-50 words.· Write on the separate answer paper provided.
Make Meetings Work for YouOnly call a meeting if you (and your colleagues) are quite clear about its purpose. Once you are certain of your objective, ask yourself whether it could be better achieved through (19) means, such as a memo. Meetings called on a routine basis tend to (20) their point. It’s better to wait until a situation or problem requires a meeting. If in doubt, don’t waste time having one.If you’re sure a meeting is the solution, circulate a memo several days in advance (21) the time and place, objectives, issues to be discussed, other participants and preparation (22) Meetings should be held in the morning, if possible, when people are usually more (23) , and should last no more than an hour. Six is the (24) number of participants for a good working meeting. Inviting the whole department (more than 10) increases emotional undercurrents such as, "Will my (25) be taken seriously " Larger meetings can be productive as brainstorming (26) for ideas, provided participants can speak freely without feeling they will be judged.A successful meeting always leads to action. Decision should take up the (27) of the meeting minutes, including the name of the person delegated to each task, and a(n) (28) for its completion. Circulate the minutes after the meeting and again just before the next one.Draw out quieter members of the group. (29) helps create a relaxed and productive atmosphere. Do not (30) out any individual for personal criticism -- they will either silently (31) , upset and humiliated, or try to come up with excuses rather than focusing on the problems in (32) Save critical comments for a private occasion.If you’re talking for more than 50 per cent of the time, you’re (33) the meeting. 22（）
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