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Shanghai Volkswagen Co., Ltd. Case 1 CRM
Shanghai Volkswagen +0. 1
1.2 China automobile industry
1.3 enterprise management status
Shanghai Volkswagen 1.4 CRM Strategy and Its Implementation
The core concept of CRM
Case 2 "Haidilao" service
2. 1 Haidilao Catering Co., Ltd.
2.2 Overview of China Catering Industry and Hot Pot Industry
2.3 Haidilao service
Case 3 Ctrip Customer Complaint Management
3. 1 Ctrip.com
3.2 Online Travel Industry
3.3 Ma Tianlan's complaint against Ctrip
Case 4 Customer Loyalty Management of Singapore Airlines
4. 1 Singapore Airlines
4.2 External Customer Loyalty Management
4.3 Internal Customer Loyalty Management
Case 5 Texaco's loyalty plan
5. 1 Texaco Company
5.2 Industry background
5.3 loyalty programs
Case 6 Starbucks coffee
6. 1 Starbucks
6.2 Industry Competition
6.3 Starbucks Dictionary
Case 7 IKEA Experience
7. 1 IKEA
7.2 Furniture industry and its competition
7.3 IKEA's unique marketing strategy
Implementation of CRM in Typical Industries
Case 8 Customer Relationship Management of Boeing Commercial Aircraft Group
8. 1 Boeing Civil Aircraft Group
8.2 Global Civil Aviation Industry
8.3 Production and operation of Boeing Commercial Aircraft Group
8.4 Implementing CRM and Relationship Marketing Strategy
8.5 Boeing CRM implementation effect
Case 9 China International Airlines
9. 1 China International Airlines Limited
9.2 China Civil Aviation Industry
9.3 Air China implements CRM and manages VIP customers.
FedEx CaseNo. 10
10. 1 FedEx
10.2 express delivery industry
10.3 FedEx in China
FedEx's 10.4 Customer Relationship Management
Beijing East Post Office Case 1 1 CRM
1 1. 1 Beijing East Post Office
1 1.2 Overview of China Post
1 1.3 Implementation of CRM in North JD.COM Post Office
CRM case of China Europe international business school 12
12. 1 Introduction of China Europe International Business School
China management education market and its development.
12.3 CRM implementation background of China Europe International Business School
12.4 CRM solution of China Europe International Business School
Highlights and advantages of the implementation of 12.5
The next classic case of CRM
Case 1 illustrates the implementation of CRM, striving for trinity.
The theoretical basis of 1. 1
1.2 case study
1.3 case summary
1.4 The finishing touch of the case
Case 2: Refined solution of "Haidilao" service-two satisfactions
2. 1 Haidilao and Hotpot Industry Background
2.2 theoretical basis
2.3 Case analysis
2.4 the finishing touch of the case
Case 3 shows that the customer is not right or wrong, but just wants to satisfy * * *.
3. 1 theoretical basis
3.2 Case analysis
3.3 The finishing touch of the case
Case 4 Understanding Singapore Airlines-Two Loyalties
4. 1 theoretical basis
4.2 Case analysis
4.3 The finishing touch of the case
Case 5: Understanding "loyalty programs" and Winning Loyalty
5. 1 theoretical basis
5.2 Case analysis
5.3 The crowning touch of the case
Case 6 illustrates the value innovation of Starbucks.
6. 1 theoretical basis
6.2 Case analysis
6.3 The finishing touch of the case
Case 7: Selling products sells more experiences, while selling furniture sells more life.
7. 1 theoretical basis
7.2 Case analysis
7.3 The finishing touch of the case
Case 8 illustrates Boeing's comprehensive customer relationship marketing.
8. 1 theoretical basis
8.2 Case analysis
8.3 The finishing touch of the case
Case 9 illustrates the implementation of CRM. Manage VIP customers
9. 1 theoretical basis
9.2 Characteristics of Civil Aviation Industry
9.3 Case analysis
9.4 The finishing touch of the case
Case 10 Understanding that FedEx's mission must be realized
10. 1 the background of implementing CRM in FedEx.
The Significance of FedEx's Customer Relationship Management
FedEx successfully implemented customer relationship management.
10.4 the finishing touch of the case
Case 1 1 thoroughly solve the local pilot, implement it step by step, and accumulate a small victory for a big victory.
1 1. 1 Beijing Oriental Post Office Implementation (2RM Driving Force
11.2 General process of CRM project implementation
1 1.3 Implementation of CRM in North JD.COM Post Office
The implementation effect of 1 1.4 CRM
1 1.5 The finishing touch of the case
Case 12 Educational institutions also hope to benefit from CRM.
12. 1 China Europe international business school CRM implementation background
12.2 driving forces of CRM implementation in China and Europe
12.3 case study
12.4 enlightenment from the successful implementation of CRM strategy in China and Europe
12.5 the finishing touch of the case