评估CRM的价值

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,杨承龙 唐志安,彭嘉璐 蔡永岳,Trevor toy auto mechanics,-,业务分析,促销方案分析,技工技术分析,客户质量分析,主营业务分析,主营业务分析,主营业务是企业的重要业务，是企业收入的主要来源，应重点加以核算。,通过对主营业务进行分析可以使企业可为了解自身业务结构，制定发展策略。,客户质量分析,客户质量是决定企业盈利和发展的关键因素。,通过对客户质量进行分析可以得出企业应在哪些客户的身上花费更多的资源。,技工工作分析,作为一家维修店，技工的技术高低是机器重要的一个指标。,通过对技工的维修任务进行合理分配，可以更有效率的利用资源。,促销方案分析,促销是对顾客购买行为的短程激励活动。,促销就是为了扩大销量而使用的方法，通过对促销方案进行分析可以使企业利润增长的可能性增加。,主营业务分析,MAIN BUSINESS ANALYSIS,BUSINESS,TIMES,WORK HOURS,TOTAL PROFIT,Brakes,127,465,14158,Engine Overhaul,34,865,30563,Flat tire fix,261,189.5,6730,Hose/Belt Replacement,128,296,5978,Oil change,200,158,4014,Total,750,1973.5,61443,主营业务分析,主营业务分析,70%,主营业务是,发动机整修,和,制动器修理,两项业务,主营业务分析,帕累托法则是指在任何大系统中，约,80%,的结果是由该系统中约,20%,的变量产生的。,谁是最优顾客？,贡献利润最多？,光顾次数最多？,客户质量分析,客户质量分析,CORRELATION ANALSIS,TIMES,TOTAL PROFIT,TIMES,1,TOTAL PROFIT,0.40,1,TIMES,AVERAGE PROFIT,TIMES,1,AVERAGE PROFIT,-0.13,1,客户质量分析,客户质量分析,Ghosts,Fatal Attraction,The Right Stuff,Odd couples,排名不分先后哦,客户质量分析,TOP 10,CUSTOMER NAME,TIMES,AVERAGE PROFIT,David P. Montgomery,23,112.17,Michael J. J. Barrist,13,141.00,Adanfoh J. Okojie,13,122.92,William E. Morin,12,169.50,Bower Lewis Thrower Architects,12,148.58,Dugan Brinkmann Maginnis,11,164.36,Leonard Tillery & Sciolla,11,112.82,Thomas G. Moore,11,104.73,Stephen P. Depalma,10,140.10,Russell Reid Responsible Wastewater Management,10,125.40,排名不分先后哦,BOTTOM 10,CUSTOMER NAME,TIMES,AVERAGE PROFIT,David McCarron,2,26.00,Mattioni,5,37.00,Daniel Cher,5,43.80,Gary Reinert Sr.,5,45.40,Douglas Overton,6,43.00,Scott A. Isdaner,6,47.83,Noel O. Lowe,6,58.17,Norfolk Southern Corp.,Good Gov. Fund,7,22.43,Cozen & OConnor PAC,7,46.57,Thomas J. Maher,7,57.00,客户质量分析,TOTAL PROFIT,MECHANIC WORK TYPE,1,2,3,4,8,12,Brakes,11447,598,2113,Engine Overhaul,1383,29180,Flat tire fix,2285,943,1497,2005,Hose/Belt Replacement,114,187,5677,Oil change,1178,262,847,1727,总计,3463,11447,3300,33824,5677,3732,WORK HOURS,MECHANIC WORK TYPE,1,2,3,4,8,12,Brakes,353,27,85,Engine Overhaul,37,828,Flat tire fix,57.5,27,38,67,Hose/Belt Replacement,6,14,276,Oil change,43.5,9,31,74.5,总计,101,353,106,996,276,141.5,技工工作分析,我不是铁打的,技工工作分析,EFFICIENCY OF MECHAHANIC,MECHANIC,WORK TYPE,1,2,3,4,8,12,Brakes,32.43,22.15,24.86,Engine Overhaul,37.38,35.24,Flat tire fix,39.74,34.93,39.39,29.93,Hose/Belt Replacement,19.00,13.36,20.57,Oil change,27.08,29.11,27.32,23.18,通过动态图表合理分配修理任务,促销方案分析,WORK TYPE,PROFIT,Brakes,111.48,Engine Overhaul,898.91,Flat tire fix,25.79,Hose/Belt Replacement,46.70,Oil change,20.07,WORK TYPE,COST,Brakes,51.15,Engine Overhaul,375.47,Flat tire fix,3.91,Hose/Belt Replacement,29.01,Oil change,13.52,对每次来进行发动机整修的顾客赠送一张免费修理轮胎的赠卷。,谢谢您的关注,