1、6.2选定监控渠道Selection of Monitoring Channel/2038.4建议构想Idea Generation/2536.3上市后的监控Post-Launch Management/2048.5准备改善计划Prepare Action Plan/2578.6监控Monitoring/259顾客体验管理/2118.7小结和示例Summary and Cases/261Customer Experience Management8.8积累技能和培养人才Grow Skill and Develop Talents/265目7.1顾客关系管理定义CRM Def6 nition/2
2、148.9业务流程和价值创造体系结合录7.2顾客关系管理的发展局限CRM Development Limitation/215Integration of Business Process and Value Creation System/2687.3顾客体验管理和重要性Customer Experience Management and Importance/2170如何竞争12697.4顾客购买历程图Customer Journey Map/221How to Compete?7.5CEM开发流程CEM Development Process/22S9.1定义竞争对手Define Com
3、petitors/2727.6体验设计Experience Design/2319.2强弱对比分析Strength and Weakness Analysis/2747.7顾客互动体验日历Customer Experience Calendar/2359.3进攻策略Attack Strategy/2779.4小结Summary/285解决问题的能力/2379.5营销者关心的领域Marketers Scope/288Problem Solving Skills8.1解决问题的流程Problem Solving Process/240后记/2898.2确认问题Define Problem/241Postscript8.3挖掘根本原因Find Root Cause/245Contents
