List Contact Rate 35... Cold List Relationship DM Product DM 25
Need Want PDA 26
2002 100 150 27
28
10 29
9 1 90% 10 30~40 41~50 8 2 80 20 3 10 100 3 10 100 10~30 30~60 60 1 2 7 10 20 70 2 3 3 4 4 2 40 40 20 30
-- 1. 2. - 3. 31
4. 1. 2. 3. 1. 32
2. 33
4. CTI Computer Telephone Integration 34
22 28 37 48 17,280,000 1. 60 20 1 2. 28-22 X 1 X 20,000 1,200 1,200 X 60 X 20 X 12 17,280,000 CTI 35
CTI Second Run Third Run CRM CRM 5.. 36
(1). 20 50 22 40 20 50 88 60 22 40 ( 1) / / (2) X X 3 / (1) 30 / 0.08 / 0.55 1,090 37
(2) 1,090 X 10 X 12 (3) 130,800 / 0.4 =130,800 327,000 32 10 (2). 38
60 120 (3). 39
30 35 20 30--35 6. (1). 3,000 3,000 7. 40
1 5 1 4.6 2 4.5 3 4.4 4 3.7 5 3.6 6 3.2 7 2.9 8 2.8 9 1.5 Datamonitor 1 2 3 4 5 6 7 8 9 10 Knowledge Attitude Skill Habit 41
1 5 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 10 1. (1). Knowledge -- -- 42
(2). Attitude -- -- (3).Skill Michael Argyle Communications 4.3 43
HOW WHAT 55 38 7 說 -- (4). Habit 1 2 3 44
(5) Call Volume 2. (1). 100 10 100 10 500 50 50 500 (2). 30 15 15 45
(3). -- 46