| 讲座名称： |
张子凡－深度营销与客户关系管理 |
| 下载级别： |
普通会员 |
张子凡－深度营销与客户关系管理
 |
|
| 文件类型： |
.rm |
| 讲 师 ： |
张子凡 |
| 讲座类型： |
视频资料 |
| 运行环境： |
/Realone |
| 授权方式： |
会员资料 |
| 金币/集(份)： |
50 |
| 讲座大小： |
|
| 讲座等级： |
 |
| 发布者： |
讲座 |
| 语 种： |
简体中文 |
| 整理时间： |
2007-01-15 |
| 下载次数： |
|
| 讲座简介： |
张子凡－深度营销与客户关系管理
<span id="ctl00_cph_tbcontent">
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体">课程意义</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">——为什么要学习本课程？（学习本课程的必要性）</span></strong><strong><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">企业营销工作的好坏，常常决定着企业的成或败。面对激烈的竞争和客户的需要升级，销售人员一味要求降价。有什么不降价的替代策略？客户关系管理无疑是企业控制价格和附加价值的重要方法。在本课程中，拥有多年实战经历的资深培训<st1:personname w:st="on" productid="师张子凡">师张子凡</st1:personname>先生详尽地介绍了现代市场营销的系统知识及抵御竞争的策略，并针对客户关系管理做了全面的分析。课程内容以业绩和竞争力为根本，既重理念提升，又强调实战，是提升企业营销工作效果不可多得的视听工具。</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; TEXT-ALIGN: left; mso-line-height-rule: exactly; mso-pagination: widow-orphan" align="left"><strong><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体"><o:p> </o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; TEXT-ALIGN: left; mso-line-height-rule: exactly; mso-pagination: widow-orphan" align="left"><strong><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体">课程目标</span></strong><strong><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: 'Times New Roman'">——通过学习本课程，您将实现以下转变</span></strong><strong><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; TEXT-ALIGN: left; mso-line-height-rule: exactly; mso-pagination: widow-orphan" align="left"><span lang="EN-US" style="FONT-SIZE: 9pt">1.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">了解高度竞争时代营销的核心理念</span><strong><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span lang="EN-US" style="FONT-SIZE: 9pt">2.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">掌握提升竞争力的策略</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span lang="EN-US" style="FONT-SIZE: 9pt">3.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">了解客户关系管理的系统知识</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span lang="EN-US" style="FONT-SIZE: 9pt">4.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">掌握实用有效的客户关系管理方法</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; tab-stops: 280.95pt"><strong><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体"><o:p> </o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; tab-stops: 280.95pt"><strong><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体">课程</span></strong><strong><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体; mso-ascii-font-family: Tahoma; mso-hansi-font-family: 'Times New Roman'">对象</span></strong><strong><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体">——谁需要学习本课程<span lang="EN-US"><o:p></o:p></span></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体">公司总裁、总经理<span lang="EN-US"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体">与市场营销有关的各部门经理</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体">企业中高层管理人员</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体">大客户销售（服务）代表<span lang="EN-US"><o:p></o:p></span></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><span lang="EN-US" style="FONT-SIZE: 9pt; mso-bidi-font-weight: bold; mso-fareast-font-family: 黑体"><o:p> </o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LAYOUT-GRID-MODE: char; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 黑体; mso-ascii-font-family: 'Times New Roman'">课程提纲</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; COLOR: navy; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">——通过本课程，您能学到什么？</span></strong><span lang="EN-US" style="FONT-SIZE: 9pt; mso-bidi-font-weight: bold"> </span><strong><span lang="EN-US" style="FONT-SIZE: 9pt; COLOR: navy; mso-fareast-font-family: 黑体"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第一讲</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><span style="mso-spacerun: yes"> </span></span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">提升业绩、建立竞争力的出路</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">前言</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">影响企业销售业绩的四大因素</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">3.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">观念</span><span lang="EN-US" style="FONT-SIZE: 9pt"> VS </span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">方法——消灭“没办法”</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">4.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">规划</span><span lang="EN-US" style="FONT-SIZE: 9pt"> VS </span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">执行——提高执行力</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">5.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">成功营销者的“五商”</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt"> <o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第二讲</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><span style="mso-spacerun: yes"> </span></span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">从不同角度认识并理解营销（上）</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">引言</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务营销</span><span lang="EN-US" style="FONT-SIZE: 9pt"> VS </span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">关系营销</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">3.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">从企业收入来源分析营销工作的重点</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">4.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">观念层面谈营销（一）</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt"> <o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第三讲</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt"> </span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">从不同角度认识并理解营销（下）</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">观念层面谈营销（二）</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">策略层面谈营销</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt"> <o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第四讲</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt"> </span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">客户关系管理的基础</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">客户</span><span lang="EN-US" style="FONT-SIZE: 9pt">VS </span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">大客户</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">优质客户服务</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt; mso-char-indent-count: 2.0"><span lang="EN-US" style="FONT-SIZE: 9pt"> <o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第五讲</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt"> </span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">对客户关系管理的基础认知</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt"> </span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">（上）</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">．客户关系的四个层次</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">．客户关系管理起源</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">3</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">．现实生活中的客户关系管理（一）</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt; mso-char-indent-count: 2.0"><span lang="EN-US" style="FONT-SIZE: 9pt"> <o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第六讲</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt"> </span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">对客户关系管理的基础认知</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"> (</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">下</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt">)<o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">．现实生活中的客户关系管理（二）</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">．客户关系管理专家的四大特征</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">3</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">．企业在客户关系管理工作中的失误</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt; mso-char-indent-count: 2.0"><span lang="EN-US" style="FONT-SIZE: 9pt"> <o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第七讲</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><span style="mso-spacerun: yes"> </span></span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">系统认识客户关系管理</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">引言</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">客户关系管理与客户档案的关系</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">3.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">客户档案层面的八大竞争法宝</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt; mso-char-indent-count: 2.0"><span lang="EN-US" style="FONT-SIZE: 9pt"> <o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly"><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">第八讲</span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt"> </span></strong><strong style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">不断提高客户转移成本</span></strong><strong style="mso-bidi-font-weight: normal"><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></strong></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">1.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">什么是转移成本</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; mso-line-height-rule: exactly; mso-char-indent-size: 10.5pt"><span lang="EN-US" style="FONT-SIZE: 9pt">2.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">提高客户转移成本的</span><span lang="EN-US" style="FONT-SIZE: 9pt">17</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">种方法</span><span lang="EN-US" style="FONT-SIZE: 9pt"><o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 12pt; TEXT-ALIGN: left; mso-line-height-rule: exactly; tab-stops: 413.6pt; mso-char-indent-size: 10.5pt" align="left"><span lang="EN-US" style="FONT-SIZE: 9pt">3.</span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">课程回顾</span><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体"><span style="mso-tab-count: 1"> </span></span></p>
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张子凡－深度营销与客户关系管理
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