发信人: tono118(春儿)
整理人: jasminwen(2003-06-12 15:42:48), 站内信件
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Business are doing a better job of retaining their customers through
finding imaginative ways to exceed customer expectations. As a
result, competitors have found it increasingly difficult to acquire
new customers. Consequently, most companies are spending time
figuring out how to sell more products and services to their
existing customers.
Companies are focusing on building customer share rather than market
share. Many have figured out new ways to increase cross-selling and
up-selling. Companies are gaining segment and customer insight from
their data warehouses by applying newer and more effective data
mining techniques.
Companies have finally managed to get their accounting departments
to generate real numbers on profitability by segment, individual
cutomers, product, channel, and geographical unit. Companies are now
focusing attention on their most profitable customers, products, and
channels. They are formulating reward packages for their more
profitable customers.
Companies have switched from a transaction perspective to a customer-
loyalty-building perspective. Many have moved to customer lifetime
supply thinking, whereby they offer to deliver a regularly consumed
product(e.g. coffee, soft drinks) on a regular basis at a lower price
per unit. They can afford to make less profit on each sale because of
the long-term purchase contract.
To be continued
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