某咨询公司关于业务外包的观点(ppt 25页)

MEA CULPA
(Confessions of a CRM Consultant)
Let’s start with a fundamental truth: Most of what you’ve been told about Customer Relationship Management is wrong. Nobody was lying. It just seems that an astounding number of experts had inflated expectations. And no one, including us, was immune.
After five years of plunging down the path to the promised land, we think it’s high time we all stopped, took a deep breath, and examined the lessons of the past few years.
This book is our attempt to do just that. What has emerged, we hope, is a useful collection of common sense when it comes to CRM. We don’t claim to have The Truth, but we think this book is a decidedly positive step toward finding it.
– The Consultants of Deloitte
MOTHER KNOWS BEST
Pull out your project org chart. Is Mom on your project team?
At one time or another, everyone involved with CRM gets infatuated with technology’s bells and whistles. How could you not with all the efficient, wonderful, and truly amazing things it can do?
But technology is cold and logical, and if that infatuation becomes the centerpiece of your initiative, you’re in for a rough ride. You’ll miss the human touch. And so will your customers.
So before you ever, ever think about introducing technology into your customer relationships, make sure you’ve got the basics of customer service right.
Remember the lessons you learned from Mom.

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