{"id":102,"date":"2009-07-19T00:21:32","date_gmt":"2009-07-18T16:21:32","guid":{"rendered":"http:\/\/www.choubb.com\/?p=102"},"modified":"2009-07-20T09:52:09","modified_gmt":"2009-07-20T01:52:09","slug":"crm%e6%ad%bb%e4%ba%86%ef%bc%8ccem%e9%95%bf%e5%ad%98%ef%bc%88%e4%b9%8b%e4%ba%94%ef%bc%89","status":"publish","type":"post","link":"https:\/\/www.choubb.com\/?p=102","title":{"rendered":"CRM\u6b7b\u4e86\uff0cCEM\u957f\u5b58\uff08\u4e4b\u4e94\uff09"},"content":{"rendered":"<p>\u7535\u5b50\u5546\u52a1\u7684\u57fa\u77f3\u4e4b\u4f5c<a href=\"http:\/\/en.wikipedia.org\/wiki\/The_Long_Tail\" target=\"_blank\">\u957f\u5c3e\u7406\u8bba<\/a>\u5ba3\u5e03\u4e86\u4e00\u4e2a\u65b0\u4e16\u7eaa,\u6700\u91cd\u8981\u7684\u8bba\u65ad\u662f<a href=\"http:\/\/en.wikipedia.org\/wiki\/Power_law\" target=\"_blank\">power law<\/a>,\u4ea6\u5373<a href=\"http:\/\/en.wikipedia.org\/wiki\/80-20_rule\" target=\"_blank\">80-20\u5b9a\u5f8b<\/a>\u5728\u4e92\u8054\u7f51\u65f6\u4ee3\u5f7b\u5e95\u7684\u98a0\u8986\u4e86\u3002<\/p>\n<p>80-20\u5b9a\u5f8b\u6700\u65e9\u7531\u610f\u5927\u5229\u7ecf\u6d4e\u5b66\u5bb6<a href=\"http:\/\/en.wikipedia.org\/wiki\/Vilfredo_Pareto\">Vilfredo Pareto<\/a>\u53d1\u73b0\uff1a80%\u7684\u610f\u5927\u5229\u571f\u5730\u753120%\u7684\u4eba\u53e3\u62e5\u6709\u3002\u8fd9\u4e2a\u5b9a\u5f8b\u4e00\u7ecf\u53d1\u73b0\uff0c \u7acb\u5373\u6210\u4e86\u5546\u4e1a\u7684\u7ecf\u9a8c\u516c\u5f0f\uff1a80%\u7684\u9500\u552e\u6765\u81ea20%\u7684\u5ba2\u6237\u3002\u7ecf\u5386\u8fc7\u9876\u5c16CRM\u4f9b\u5e94\u5546<a href=\"http:\/\/en.wikipedia.org\/wiki\/Siebel_Systems\">Siebel<\/a>\u57f9\u8bad\u7684\u9500\u552e\u4eec\u5e94\u8be5\u77e5\u9053\uff0c \u9664\u4e86\u4e00\u822c\u7684\u9500\u552e\u6280\u5de7\uff0c<a href=\"http:\/\/en.wikipedia.org\/wiki\/Siebel_Systems\">Siebel<\/a>\u7684\u6838\u5fc3\u662f\u5e2e\u52a9\u5206\u6790\u6240\u8c13\u4f60\u768420\u5ba2\u6237\u53ca20\u9879\u76ee\uff0c\u8fd9\u6837\u4f60\u624d\u6709\u53ef\u80fd\u5c06\u4f60\u6709\u9650\u7684\u8d44\u6e90\u6295\u5165\u5230\u91cd\u70b9\u9879\u76ee\u7684\u9500\u552e\u4e2d\u3002\u5728\u7ecf\u5178\u7684\u793e\u4f1a\u56fe\u753b\u4e2d\uff0c \u4e00\u5207\u90fd\u662f\u6709\u9650\u7684\uff0c \u8bda\u5982\u7ecf\u6d4e\u5b66\u7684\u5b9a\u4e49\uff1a\u540d\u8bcd\uff0c\u4e00\u95e8\u793e\u4f1a\u79d1\u5b66\uff0c\u7814\u7a76\u7684\u662f\u7a00\u7f3a\u8d44\u6e90\u4e0b\u7684\u9009\u62e9\u3002\u56e0\u6b64\u65e0\u8bba\u5bf9<a href=\"http:\/\/www.choubb.com\/pic\/CRMCEM_135B5\/longtail.png\"><img loading=\"lazy\" decoding=\"async\" style=\"border-right: 0px; border-top: 0px; display: inline; margin-left: 0px; border-left: 0px; margin-right: 0px; border-bottom: 0px\" title=\"long-tail\" src=\"http:\/\/www.choubb.com\/pic\/CRMCEM_135B5\/longtail_thumb.png\" border=\"0\" alt=\"long-tail\" width=\"348\" height=\"267\" align=\"right\" \/><\/a>\u5916\uff1a\u4f60\u7684\u5ba2\u6237\uff0c\u8fd8\u662f\u5bf9\u5185\uff1a\u4f60\u7684\u4ea7\u54c1\uff0c \u90fd\u5fc5\u987b\u65bd\u884c\u5dee\u5f02\u5316\u7ecf\u8425\uff0c\u4ee5\u671f\u5b8c\u6210\u5bf920\u7684\u53d1\u73b0\u548c\u5b9e\u73b0\uff0c \u4ece\u800c\u5b8c\u6210\u4f01\u4e1a\u7684\u4e3b\u8981\u5229\u6da6\u548c\u76ee\u6807\u3002<\/p>\n<p>\u957f\u5c3e\u5e76\u4e0d\u662f\u8d70\u523080-20\u5b9a\u5f8b\u7684\u76f8\u53cd\u65b9\u5411\uff0c\u4ece\u8868\u9762\u4e0a\u770b\uff0c\u4ea7\u54c1\u6709\u70ed\u9500\u548c\u51b7\u95e8\uff0c\u5728\u957f\u5c3e\u548c\u4f20\u7edf\u5e02\u573a\u90fd\u540c\u6837\u5b58\u5728\u3002 \u4e0d\u540c\u7684\u662f\uff0c\u957f\u5c3e\u62d2\u7edd80-20\u5b9a\u5f8b\u7684\u7edf\u6cbb\uff0c\u5c31\u7b9720%\u7684\u4ea7\u54c1\u5e26\u676580%\u7684\u9500\u91cf\uff0c 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\u8fd9\u4e5f\u662f\u5728Nike\u7684\u8d39\u7528\u6784\u6210\u8868\u4e2d\uff0c\u5360\u636e\u7edd\u5927\u90e8\u5206\u8d39\u7528\u7684\u90e8\u5206\u3002\u9ad8\u6602\u7684\u8d39\u7528\u5176\u5b9e\u90fd\u82b1\u8d39\u5728\u4e8620%\u7684\u9884\u6d4b\u548c\u7ba1\u7406\u4e0a\u3002\u5728\u4e92\u8054\u7f51\u4e2d\uff0c \u6211\u4eec\u6709\u4e00\u4e2a\u5229\u5668\uff1a<a href=\"http:\/\/en.wikipedia.org\/wiki\/Web_search_engine\" target=\"_blank\">\u641c\u7d22<\/a>\u3002\u8fd9\u4e5f\u662f\u7535\u5b50\u5546\u52a1\u7684\u7ec8\u6781\u5229\u5668\u3002\u5bf9\u5ba2\u6237\u6765\u8bb2\uff0c\u5219\u9700\u8981\u4e00\u4e2a\u8fc7\u6ee4\u5668\uff0c\u50cf\u6f0f\u6597\u4e00\u6837\uff0c\u4ece\u65e0\u6570\u7684\u9009\u62e9\u4e2d\u9009\u62e9\u51fa\u9700\u8981\u7684\u5546\u54c1\u3002\u5546\u54c1\u7684\u4e30\u9976\u548c\u641c\u7d22\u8fc7\u6ee4\uff0c\u5c31\u50cf\u4e00\u5bf9\u5b6a\u751f\u5b50\uff0c\u76f8\u4f34\u6765\u5230\u8fd9\u4e2a\u4e16\u754c\uff0c\u7f3a\u4e00\u4e0d\u53ef\u3002<\/p>\n<p>\u8fd9\u91cc\u6709\u4e2a\u4f8b\u5b50\uff0c\u5728\u7687\u540e\u9547\u627e\u4e2a\u80cc\u5305\u65cf\u7684\u65c5\u9986\uff0c\u6240\u4ee5\u4f60\u505a\u4e86\u70b9\u641c\u7d22\u529f\u8bfe\u5982\u4e0b\uff1a<\/p>\n<p><a href=\"http:\/\/www.choubb.com\/pic\/CRMCEM_135B5\/search.jpg\"><img loading=\"lazy\" decoding=\"async\" style=\"border-right: 0px; border-top: 0px; display: inline; border-left: 0px; border-bottom: 0px\" title=\"search\" src=\"http:\/\/www.choubb.com\/pic\/CRMCEM_135B5\/search_thumb.jpg\" border=\"0\" alt=\"search\" width=\"660\" height=\"270\" \/><\/a><\/p>\n<p>\u8fd9\u5c31\u662f\u4e00\u4e2a\u5178\u578b\u7684\u641c\u7d22\u6f0f\u6597\uff0c \u8d8a\u662f\u6709\u4e9b\u7a00\u5947\u7684\u7279\u70b9\u7684\u5546\u54c1\u6216\u670d\u52a1\uff0c \u6240\u5904\u7684\u751f\u6001\u7ade\u4e89\u8d8a\u5f31\u3002\u8fd9\u4e2a\u8ddfCRM\u5b8c\u5168\u76f8\u53cd\uff0c\u5982\u679c\u4f60\u53ea\u6ce8\u91cd\u6240\u8c13\u7684\u6838\u5fc3\u65c5\u9986\u8981\u7d20\uff0c\u90a3\u4e48\u4f60\u5728\u7687\u540e\u9547\u5c31\u5728\u8ddf13\u4e07\u4e4b\u4f17\u7684\u65c5\u9986\u4eec\u7ade\u4e89\uff0c\u8ddf\u90a3\u4e9b\u58f0\u540d\u663e\u8d6b\u7684\u8fde\u9501\u9152\u5e97\u4e89\u5ba2\u6e90\u3002\u5bf9\u4e8e\u4e2d\u5c0f\u65c5\u9986\uff0c \u8fd9\u79cd\u86ee\u529b\u6bd4\u62fc\u5f0f\u7684\u7ade\u4e89\u7ed3\u679c\u4e0d\u8a00\u800c\u55bb\u3002\u806a\u660e\u4eba\u4f1a\u6ce8\u610f\u5230\u8fd9\u4e2a\u641c\u7d22\u7ed3\u679c\uff0c\u201c\u5982\u679c\u6211\u628a\u8f6e\u6905\uff0c\u80cc\u5305\uff0c\u5141\u8bb8\u5ba0\u7269\u7684<a href=\"http:\/\/en.wikipedia.org\/wiki\/Adwords\" target=\"_blank\">Adwords<\/a>\u4e70\u4e86\u4e0d\u5c31\u6210\u4e86\uff1f\u201d,\u8fd9\u6837\u7684\u641c\u7d22\u5c31\u662f\u5178\u578b\u7684\u957f\u5c3e\u641c\u7d22\u3002 \u66f4\u6709\u610f\u601d\u7684\u662f<a href=\"http:\/\/en.wikipedia.org\/wiki\/Adwords\" target=\"_blank\">Adwords<\/a>\u4e5f\u662f\u5e7f\u544a\u4e1a\u7684\u957f\u5c3e\uff0c\u8c37\u6b4c\u5c06\u8fc7\u53bb\u5e7f\u544a\u5546\u5ffd\u7565\u7684\u5ba2\u6237\u62c9\u8fdb\u4e86\u5e7f\u544a\u7684\u957f\u5c3e\uff0c\u4e5f\u5e26\u6765\u4e86\u8c37\u6b4c\u5c81\u5165\u7684\u98de\u8dc3\u3002<\/p>\n<p><a href=\"http:\/\/en.wikipedia.org\/wiki\/Amazon.com\" target=\"_blank\">\u4e9a\u9a6c\u900a<\/a>\u5f0f\u7684\u5e94\u6709\u5c3d\u6709\uff0c\u5bf9\u7edd\u5927\u591a\u6570\u4f01\u4e1a\u5e76\u4e0d\u73b0\u5b9e\uff0c\u751a\u81f3\u5bf9\u4e9a\u9a6c\u900a\u4e5f\u6210\u4e86\u96be\u4ee5\u4f01\u53ca\u7684\u76ee\u6807\u3002\u66fe\u7ecf\u7684\u6211\u63d0\u4f9b\u7535\u5b50\u5546\u52a1\u67b6\u6784\uff0c \u4f60\u6765\u63d0\u4f9b\u5546\u54c1\u7684\u4e9a\u9a6c\u900a\u5546\u4e1a\u4f19\u4f34\u8ba1\u5212\uff08Merchant partnerships)\u4e5f\u8d70\u5230\u4e86\u4e00\u4e2a\u8f6c\u6298\u70b9\uff0c\u50cf<a href=\"http:\/\/en.wikipedia.org\/wiki\/Toys_R_Us\">ToysRUs<\/a>\u4e8e2006\u5e74\u7ed3\u675f\u4e86\u4e9a\u9a6c\u900a\u7684\u5546\u4e1a\u4f19\u4f34\u8ba1\u5212\u3002\u8d8a\u6765\u8d8a\u591a\u7684\u4f01\u4e1a\u90fd\u5728\u601d\u8003\u8fd9\u4e2a\u95ee\u9898\uff0c 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