问题 单项选择题

中圣公司设计的CRM系统Sellwelll2000拥有北京邮政、西门子等客户,实施周期2个月。它包括销售管理、市场营销、客户服务三个子系统。
销售管理子系统:
(1)商机分析管理。Sellwelll2000的整个销售环节是以商机为中心的,销售员可以随时浏览通过各个渠道获得的商机,对商机的处理;输赢单进行跟踪、及时调整销售节奏。
(2)客户信息管理。对每一位与客户打交道的员工提供全面、及时的客户信息。
(3)产品信息管理。员工可随时、随地了解企业产品的各项细节。
(4)报价生成工具。为销售人员提供了功能强大的报价工具,提高了销售人员的工作效率。
(5)竞争对手管理。提供了详细的竞争对手资料和基于这些资料的战略分析。
(6)销售绩效分析。从不同角度对销售的结果进行成本、利润、地域等分析,为销售预测提供依据。
市场营销子系统:
eMArketing跟踪各子系统在市场活动中获得的量化的市场结果,帮助建立和管理复杂的市场活动,并以最快的速度发现潜在用户,为企业销售获取潜在客户群,帮助企业营销层追踪了解市场竞争对象,并建立市场发展计划。
(1)市场促销管理。提供市场问卷设计工具、市场调研、促销计划等功能,实现对多渠道、多任务的促销活动的执行和监督。
(2)市场分析管理。根据市场活动,对各类市场信息进行综合的分析,并向企业决策人员提供图形、报表等各种形式直观的分析结果。
(3)市场预测管理。根据市场分析对市场走向、产品定位、客户群划分进行预测,并结合企业的营销战略制定市场计划。
客户服务子系统:
改善企业与客户关系的客户服务子系统eCAllCenter提供在线服务响应,用户抱怨登记和处理,电话销售和市场跟踪等功能,系统包括;
(1)呼叫中心接口。为客户提供随时、随地、随身的服务。
(2)客户挽留能力。对客户抱怨和处理过程进行记录,以便所有与客户打交道的员工共享。企业决策人员可以根据记录制定改善企业服务质量的措施,在客户心目中树立良好的企业形象。
(3)信誉档案跟踪。客户服务中心对客户的信誉度进行实时的跟踪,服务人员向客户提供眼务时,可以了解客户的信誉信息。
试根据上述案例提供的有关资料回答下列问题:

CRM的核心思想是将企业的客户作为最重要的( ),保证实现客户的终生价值。

A.企业资源

B.社会资源

C.企业服务对象

D.利润提供者

答案

参考答案:A

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     One afternoon I was sitting at my favorite table in a restaurant, waiting for the food I had ordered to
arrive. Suddenly I _1_ that a man sitting at a table near the window kept glancing in my direction, as if he
knew me. The man had a newspaper _2_in front of him, which he was _3 to read, but I could   4  that he
was keeping an eye on me. When the waiter brought my food the man was clearly puzzled (困惑) by the
   5  way in which the waiter and I   6  each other. He seemed even more puzzled as time went on and it
became   7  that all the waiters in the restaurant knew me. Finally he got up and went into the   8  .When
he came out, he paid his bill and _9_without another glance in my direction.
      I called the owner of the restaurant and asked what the man had   10  . "Well," he said, "that man was
a detective (侦探). He  11 you here because he thought you were the man he 12 ." "What?" I said,
showing my _13_. The owner continued, "He came into the kitchen and showed me a photo of the wanted man.  I must say he looked very much like you! Of course, since we know you, we told him that he had
made a   14  ." "Well, it's really _15_I came to a restaurant where I'm known." I said. "Otherwise," I might
have been in trouble."
( )1. A. knew          
( )2. A. flat          
( )3. A. hoping        
( )4. A. see            
( )5. A. direct        
( )6. A. chatted with  
( )7. A. true          
( )8. A. restaurant    
( )9. A. left          
( )10. A. wanted        
( )11. A. met          
( )12. A. was to beat  
( )13. A. care          
( )14. A. discovery    
( )15. A. a pity        
B. understood        
B. open              
B. thinking          
B. find              
B. familiar          
B. looked at          
B. hopeful            
B. washroom          
B. acted              
B. tried              
B. caught            
B. was dealing with  
B. surprise          
B. mistake            
B. natural            
C. noticed    
C. cut        
C. pretending  
C. guess      
C. strange    
C. laughed at  
C. clear      
C. office      
C. sat down    
C. ordered    
C. followed    
C. was to meet
C. worry      
C. decision    
C. a chance    
D. recognized      
D. fixed            
D. continuing      
D. learn            
D. funny            
D. talked about    
D. possible        
D. kitchen          
D. calmed down      
D. wished          
D. discovered      
D. was looking for  
D. regret          
D. fortune          
D. lucky