CRM的“10C”架构体现了客户关系管理的主要手段与目的。“10C”有哪些？
【正确答案】：(1)顾客轮廓(CustomerProfile)(2)顾客知识(CustomerKnowledge)(3)顾客区隔(CustomerSegmentation)(4)顾客化/定制化(Customization)(5)顾客价值(CustomerValue)(6)顾客满意度(CustomerSatisfaction)(7)顾客的发展(CustomerDevelopment)(8)顾客保留率(维系率)(CustomerRetention)(9)顾客赢取率(CustomerAcquicition)(10)顾客获利率(CustomerProfitability)。参见教材P46-47。
