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孟霞

黄巧玲

朱佳

易娟

The successful customer relationship of Haier

The Customer relationship analysis of Huawei

The Customer relationship analysis of Lenovo

New development of customer relationship

• Haier group is the world's fourth largest white goods manufacturer, Founded in 1984,Haier is a global leader in consumer electronics. Haier employs more than 80,000 people around the world and distributes products in more than 100 countries.

Efficient and economicalEfficient and economical

All free shipping

Logistics covered 2576 counties

Arrive within 24 hours

1384 counties support 24 hours door-to-door delivery

According to the agreed delivery, free overtime

Innovation Innovation ----Personalization

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Professional designers provideOn-site design for you

High reputation, High  qualityHigh reputation, High  quality

A letter from the user to reflect the Haier refrigerator have quality problems, let staff personally smashed up 76 defective refrigerator with a sledgehammer, awakened the staff's quality consciousness.

“Users Are Always Right, While We Need to Improve Ourselves”

Introduction of huawei Introduction of huawei

Huawei is a leading global information and communications technology (ICT) solutions provider. They are committed to creating maximum value for telecom operators, enterprises and consumers by providing competitive solutions and services.

Huawei's successful customer relationship

Huawei's successful customer relationship

The end-to-end network

planning and evolution

Customer experience

management

Consulting and transformation

A C B

The reasons for the success of huawei customer relationship

The reasons for the success of huawei customer relationship

• Each staff have the idea of take the customer as the center, and take the customer as the center of corporate culture.

• Huawei reflect a respect for the customer, to the attention of the customer and concern for customers. closing to the customers, listening to the needs of customers, and satisfying them.

• Huawei persist in the sincere and honest with each other, standing in customer's point of view to consider the interests of customers.

Lenovo ProfileLenovo Profile

• Lenovo was founded in 1984 . Is an innovative, international technology company.

• Since 2011 to become the world's second-largest PC manufacturer.

• The company mainly produces Lenovo laptops, one machine, desktop computers, mobile phones, tablet PCs, and printer, etc.

Lenovo Customer Contact Center

Lenovo Customer Contact Center

Why is it so successful?

① The industry's first triple-play service model

② Multimedia call center taking shape

③ Services Technical continuous innovation

④ High-performance operating

Lenovo Customer Contact Center was established in 1995, and is contact center consulting, technical support, telemarketing, outsourcing and other services to support Chinese, English, Korean three language.

Lenovo Customer Relationship Management(CRM)

Lenovo Customer Relationship Management(CRM)

• Lenovo’s call center : It has 200 seats, not only the one of the largest call centers, but also one of the busiest call center. It greatly improved customer satisfaction.

• Clover-CRM customer system: Is a flexible and high-performance software.

• Cooperate with the Siebel: Select Siebel as a service provider to achieve organize customer information, mining and old customers and one on one service.

Analysis Analysis

① Stable operation and powerful function ② Continuous innovation ③ Convenient network management ④ Offers free technical support ⑤ Development of customer information listserv

What’s the new features of the Lenovo Customer Relationship Management?

The importance of CRM The importance of CRM

CRM can improve the operation efficiency, reduce the cost, improve the management level of enterprises.

CRM to excavate the potential values of customers, improve customer loyalty, and then expand the sales market. Customer value is the supplier for their care and attention.

The development of CRMThe development of CRM

CRM

1980

Use the information technology

Enhance the management level

retain old customers

attract new customers

CRM is a new management concept, emphasizes the core customers as their own business, put one's heart and soul into customer service, customers around the business

How to carry out CRM in the age of big data How to carry out CRM in the age of big data • In the age of big data with the IT technology, CRM has

become a kind of management software, enterprise

information management solutions .

微软中国

易达 CRM

DRPDistribution Resource Planning BPR Business Process ReengineeringSFASales Force AutomationASPApplication Service Provider

Sugar CRM 中国

火凤凰 CRM

智邦国际 CRM

L/O/G/O

Thank You!