3C方法認證培訓計劃
2003/04/21
The 3C Method Certified* Training Program
3C方法認證培訓計劃
How to build the business case for CRM-and then make it happen!
怎樣建立并實(shí)施成功的CRM商業(yè)案例
An intensive, interactive one-day certified training program that will
equip you with practical know-how, tips and tools to increase revenues and
profits by improving Customer Relationship Management processes and programs
within your company. 集中的，交互式的認證培訓可以讓你真正的了解怎樣使用方法提升公司的客戶(hù)關(guān)系管理程序和計劃以增加收益。
Who should attend 適合對象:
This program should be attended by CEO's and/or the sales, marketing,
and service managers who want to understand, introduce and implement customer
relationship management (CRM) that really pays off. 這個(gè)培訓項目適合那些想理解，引進(jìn)并實(shí)施可以盈利的客戶(hù)關(guān)系管理的CEO，銷(xiāo)售、營(yíng)銷(xiāo)和服務(wù)經(jīng)理們。
Program Benefits 從培訓項目中可獲得:
At the end of this program, you will be equipped to在項目培訓結束時(shí)，你可以得到:
boost revenues 10% and up to 100% without increasing marketing and
sales budgets. 在不增加營(yíng)銷(xiāo)和銷(xiāo)售預算的前提下，增加10％到100％的收入。
cut costs and eliminate waste in marketing, sales and service budgets減少在營(yíng)銷(xiāo)、銷(xiāo)售和服務(wù)預算中的費用和浪費
measure, manage and improve衡量、管理和提升
· customer profitability and ROI on CRM projects and processes CRM項目和程序中的客戶(hù)盈利能力和ROI
· customer purchasing behaviour and loyalty客戶(hù)購買(mǎi)行為和忠誠度
· customer satisfaction and willingness to buy even more 客戶(hù)滿(mǎn)意度和進(jìn)一步購買(mǎi)的愿望
measure, manage and improve the customer orientation of衡量、管理和提升
· managers and staff across the board. 管理者和全體員工
· customer information systems客戶(hù)信息系統
· communications with your customer與客戶(hù)的交流
stimulate closer cooperation and synergy among the marketing, sales
and service departments 刺激在營(yíng)銷(xiāo)、銷(xiāo)售和服務(wù)部門(mén)之間進(jìn)一步的協(xié)作與配合
Program Coverage 培訓項目包括:
· How to make and use a "Customer Pyramid" and "Migration Matrix" to better
understand your customers: where they are, where they come from, where they
are going 怎樣使用"客戶(hù)金字塔"和"移動(dòng)矩陣"更好的理解你們的客戶(hù)：他們在哪里，來(lái)自哪里，將要去哪里
· How to use Customer Based Accounting to measure, manage and increase
怎樣使用Customer Based Accounting去衡量、管理和提升
· Profit per customer 每個(gè)客戶(hù)的收益
· Return on your marketing and sales investments 你的營(yíng)銷(xiāo)和銷(xiāo)售投資的回報
· How to increase customer focus inside your company, from the boardroom
to the mailroom 怎樣增加客戶(hù)對你們公司的關(guān)注程度，從會(huì )議室到郵件處理室。
· How to meet "top-down" business goals by making "bottom-up" targets
for each and every one of your customers and prospects 怎樣為每一個(gè)現有的和潛在客戶(hù)制定從"從底至上"的計劃，達到"從上至下"的商業(yè)目標
· How to make a contact plan for each customer, using the most effective
method at the lowest cost per contact怎樣使用最有效的方法制定每個(gè)客戶(hù)的接觸計劃，而每個(gè)接觸花費最少的費用
· How to form "customer teams" to improve cooperation and efficiency among
marketing, sales and service怎樣建立"客戶(hù)小組"來(lái)提高營(yíng)銷(xiāo)、銷(xiāo)售和服務(wù)中的合作與效率
· How to introduce CRM in your company 怎樣把CRM引入你的公司
Award of Certificate 證書(shū)授予
Certificates will be awarded to participants who have attended one full
day of the program and pass the written test
證書(shū)將授予完成一天全部培訓內容以及通過(guò)筆試的參加者 *Certificate to be awarded by Customer Marketing
Institute and GreaterChinaCRM 由客戶(hù)營(yíng)銷(xiāo)機構（CMI）和GreaterChinaCRM聯(lián)合發(fā)放證書(shū)
Language Medium 語(yǔ)言
Mandarin (supplemented with English on key terms and explanations) 普通話(huà)（關(guān)鍵術(shù)語(yǔ)和解釋輔以英語(yǔ)）
Course Manual will be in English & Chinese 中英文課程手冊
Fee (luncheon included) 費用（包括午餐）
@RMB4,150 (USD500) 4,150人民幣（500美元）
@RMB3,735 (USD450) for 3 or more registrations per company 3,735人民幣（450美元）三人或三人以上同一機構聯(lián)合報名
Dates and Time 時(shí)間
Friday 星期五
27 June 2003 2003年6月27日
9:00am - 6:00pm 上午9時(shí)至下午6時(shí)
Venue 地點(diǎn)
Shanghai SPACE: 38/F, Central Plaza, Shanghai, PRC
上海香港大學(xué)－－復旦大學(xué)專(zhuān)業(yè)繼續教育學(xué)院: 上海淮海中路中環(huán)廣場(chǎng)38層.
Program Agenda 培訓計劃
Morning Session 上午
· Welcome Training Objectives and Getting Acquainted
歡迎和互相了解
· 3C Method Overview and how it can improve profits and continuity
總的介紹3C方法，及其怎樣提高收益和連續性
· Measuring and Managing Customer Performance (Customer Value, Customer
Behaviour, Customer Satisfaction) 衡量和管理客戶(hù)表現（客戶(hù)價(jià)值、客戶(hù)行為和客戶(hù)滿(mǎn)意度）
· Measuring and Managing Customer Focus (Organization, Communications, Information)
衡量和管理客戶(hù)關(guān)注（組織、交流和信息）
· Customer Focus Self-Assessment Workshop
客戶(hù)關(guān)注的自我評估專(zhuān)題討論
Afternoon Session 下午
· Customer Interviews: how to measure customer satisfaction and make money
at the same time
客戶(hù)會(huì )見(jiàn)：怎樣衡量客戶(hù)滿(mǎn)意度，并且同時(shí)獲利
· Customer Teams: how different departments can work together to improve
customer satisfaction, employee satisfaction-and cut costs
客戶(hù)小組：不同部門(mén)怎樣合作提高客戶(hù)滿(mǎn)意度和員工的滿(mǎn)意度――并且減少費用
· Model Projects: how to set up a model project to learn how to apply 3CMethod
without a lot of wasted time and money
項目模型：怎樣建立項目模型，學(xué)會(huì )在不浪費時(shí)間和金錢(qián)的情況下應用3C方法論
· Customer Focus Self-Assessment Workshop
客戶(hù)關(guān)注的自我評估專(zhuān)題討論
· Personal Action Planning: Delegates write a personal action plan detailing
what they can personally do to improve customer performance and customer
focus, what their department can do, and what will they suggest to top management
do increase customer performance and focus
個(gè)人行為計劃：代表要寫(xiě)一份個(gè)人計劃詳細的說(shuō)明，哪些是他親自可以做的，哪些是他的部門(mén)可以做的，提高客戶(hù)表現和客戶(hù)關(guān)注。對于增加客戶(hù)表現和客戶(hù)關(guān)注，他對高層領(lǐng)導有什么好的建議。
Program Leader 培訓導師
Sampson Lee (China, 中國)
Sampson Lee is the President and Founder of GreaterChinaCRM. Sampson is
a well-experienced sales & marketing professional, and held senior management
positions across various sectors and industries, including telecommunications,
information & technology in Hong Kong and China. His first book '1-minute
Internet' was published by SCMP Group in 2000. He is now working on his
second publication 'Greater China CRM'. He is the visiting lecturer of Hong
Kong and Mainland China educational institutions and universities. He was
graduated with a Business Administration degree, majoring in Economics from
the Hong Kong Baptist University. Sampson sits on the Guru Panel of www.crmguru.com
- World Largest CRM Community.
李翊瑋先生是GreaterChinaCRM 的創(chuàng )辦人和總裁。李翊瑋先生擁有豐富及專(zhuān)業(yè)的銷(xiāo)售及市場(chǎng)經(jīng)驗，服務(wù)行業(yè)包括香港和中國的電訊及信息科技，第一本書(shū)"一分鐘互聯(lián)網(wǎng)"已由SCMP
集團于2000 年出版。現在他正致力于第二本書(shū)"大中華地區CRM"的出版。他是香港和中國大陸各大教育機構及大學(xué)的客座講者。李氏畢業(yè)于香港浸會(huì )大學(xué)工商管理學(xué)院，主修經(jīng)濟。李翊瑋先生是世界上最大的CRM
社團- - www.crmguru.com 的成員。
About 3C Method
The 3C Method (China Customer Care), a CRM Methodology especially tailored
for China is being jointly developed by the GreaterChinaCRM, a China based
organization focus on delivering world class CRM knowledge to local enterprises
and The Customer Marketing Institute (CMI), based in Amsterdam, Europe.
"The 3C Method" is based on the backbones of Customer Marketing Method but
refined to match China's unique business environment, culture, language
and customs. 4 deliverables of the "The 3C Method" include consulting tools;
training materials; software and a book. It will take 1 year to perfect
the method will officially launch into the market by end 2003. At the initial
stage, GreaterChinaCRM will carry out local pilot projects.
關(guān)于3C方法
一個(gè)特別為大中華地區研制的客戶(hù)關(guān)系管理方法論"3C 方法" (China Customer Care) 已正式由"GreaterChinaCRM"
-- 一個(gè)立基于上海專(zhuān)注于為中國企業(yè)傳遞"世界級CRM 知識" 的機構及總部位于歐洲荷蘭的機構"客戶(hù)營(yíng)銷(xiāo)機構" (CMI) 共同攜手開(kāi)發(fā)。"3C
方法" 以"客戶(hù)營(yíng)銷(xiāo)方法" 為基礎，汲取西方實(shí)踐精華并加入國內獨特商業(yè)模式，使之適合中國的經(jīng)商環(huán)境、文化、語(yǔ)言和規范等。GreaterChinaCRM
將用一年的時(shí)間將此方法發(fā)展成最貼近中國實(shí)踐的CRM 理論。"3C 方法" 4 大產(chǎn)品組件包括：咨詢(xún)工具、培訓資料、軟件及書(shū)籍。在開(kāi)發(fā)初期，GreaterChinaCRM
將在中國的一些企業(yè)中為該方法做試點(diǎn)。在2003 年下半年度，"3C 方法" 將正式投入市場(chǎng)。
About Customer Marketing Institute
With USD1.6 million funding by the European Community in 1997, Customer
Marketing Institute has refined its "Customer Marketing Methodology", a
structured methodology which helps companies to implement and profit from
CRM without increasing marketing and sales budgets. It uses process control
techniques to measure, manage and improve customer performance and customer
focus in order to retain and to maximize customer lifetime value. Being
developed as a comprehensive and easy to learn methodology, it is driven
by the key concept of the "Customer Pyramid" and a simple ten-step action
plan. It has been proven in practice at hundreds of companies including
business units of Xerox, DHL, Kimberly-Clark, ING Bank, Philips, Merck,
Apple Computer, IBM and Volkswagen. Being a highly praised CRM methodology
among western countries, books on Customer Marketing have been published
in the USA, UK, France, Netherlands, Italy, Germany, Spain, Portugal and
Japan. A Chinese publication is in the market.
關(guān)于客戶(hù)營(yíng)銷(xiāo)機構
在歐洲共同體于1997 年的160 萬(wàn)美元基金贊助下，客戶(hù)營(yíng)銷(xiāo)機構(CMI) 開(kāi)發(fā)出了"客戶(hù)營(yíng)銷(xiāo)方法"。"客戶(hù)營(yíng)銷(xiāo)方法"是一套幫助企業(yè)在不增加營(yíng)銷(xiāo)及銷(xiāo)售預算的情況下實(shí)施CRM
并獲利的系統的方法。它采用流程控制技術(shù)衡量、管理和改善客戶(hù)表現及客戶(hù)關(guān)注，達到維持和最大化客戶(hù)生命期價(jià)值的目的。它以"客戶(hù)金字塔" 及一個(gè)簡(jiǎn)單的行動(dòng)計劃為核心，使這個(gè)全面的方法具體化及更易于了解和實(shí)踐。"客戶(hù)營(yíng)銷(xiāo)方法"
如今已在上百家企業(yè)中實(shí)施，并被證明為有效可行的CRM 方法，它們包括：Xerox, DHL, Kimberly-Clark, ING Bank,
菲利浦, Merck, 蘋(píng)果電腦, IBM 及Volkswagen。基于市場(chǎng)良好反應，該套方法已以書(shū)籍形式在美國、英國、法國、荷蘭、意大利、德國、西班牙、葡萄牙以及日本等國家發(fā)行。中國版本亦已發(fā)行出版。
About GreaterChinaCRM
Founded in 2001, GreaterChinaCRM is the only CRM organization focus on
providing "World Class CRM Knowledge" in Greater China. We deliver "World
Class CRM Knowledge" via portal, training and methodology. GreaterChinaCRM.org
- Target at CEO and management level, GreaterChinaCRM.org is the only bilingual
(Chinese & English) CRM portal in the world, and the No.1 CRM portal in
China with 25,000+ members. GreaterChinaCRM Consulting Associates - Formed
by 14 well-know international CRM elites from United States, Europe and
Asia, we provide "World Class CRM Training" to enterprises in China. Our
value propositions are proven track record, vendor-neutral, and industry-specific.
GreaterChinaCRM Research Institute - We render independent and leading reports,
researches and studies on CRM in China, including "Best CRM Practice in
China" and "China CRM Solution Guide", etc.
關(guān)于GreaterChinaCRM
"GreaterChinaCRM"于2001 年創(chuàng )辦成立, 是大中華區首個(gè)專(zhuān)注于CRM 資訊的組織。由三個(gè)機構組成："大中華客戶(hù)關(guān)系管理組織"---
世界唯一的雙語(yǔ)CRM 專(zhuān)業(yè)網(wǎng)站；"大中華客戶(hù)關(guān)系管理咨詢(xún)合伙人"---由來(lái)自全球的、中立于供應商的CRM 專(zhuān)家組成，為中國企業(yè)提供世界級水準的培訓；以及"大中華客戶(hù)關(guān)系管理研究所"---在大中華區內進(jìn)行CRM
案例研究以及發(fā)布調查報告。
The 3C Method Certified* Training Program Enrolment
Form 登記表格
大中華客戶(hù)關(guān)系管理組織(www.GreaterChinaCRM.org)
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