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2007年12月28日在暖意融融的新天鹭会议中心,上海市质协用户工作委员会邀请全市制造业、服务业各行各业的百余名企业代表齐聚一堂,讨论顾客管理的体会和经验。上海铁路局、上海贝尔阿尔卡特股份有限公司、宝钢股份的三位代表带来了自己的经验。这三家企业或是以用户满意度测评为提升管理的契机;或是运用信息技术,加强流程控制;或是对客户服务进行流程再造,方法各有侧重,但是几年来他们在客户管理上的投入都令其收获颇丰,也让这一天短短几个小时的分享十分精彩,令每一位代表印象深刻。
On December 28, 2007, at the warm-tempered Xin Tian Lu Conference Center, Shanghai Municipal Quality Assurance User Working Committee invited over 100 enterprise representatives from all walks of life in the manufacturing and service industries of the city to discuss the experience of customer management and experience. Shanghai Railway Bureau, Alcatel Shanghai Bell Co., Ltd. Baosteel’s three representatives have brought their own experience. These three companies either use customer satisfaction measures as an opportunity to improve their management, use information technology to enhance process control, or streamline process reengineering and focus on customer service, but their investment in customer management over the years Have made a lot of gains, but also to share a very exciting day just a few hours, so that every delegate was impressed.