{"id":45493,"date":"2026-01-05T20:31:58","date_gmt":"2026-01-05T12:31:58","guid":{"rendered":"https:\/\/www.zdsztech.com\/blog\/how-to-quickly-generate-customer-satisfaction-quality-report\/"},"modified":"2026-01-05T20:31:58","modified_gmt":"2026-01-05T12:31:58","slug":"how-to-quickly-generate-customer-satisfaction-quality-report","status":"publish","type":"post","link":"https:\/\/www.zdsztech.com\/blog\/how-to-quickly-generate-customer-satisfaction-quality-report\/","title":{"rendered":"\u5982\u4f55\u5feb\u901f\u751f\u6210\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\uff1f"},"content":{"rendered":"<p><img decoding=\"async\" src=\"https:\/\/www.zdsztech.com\/wp-content\/uploads\/2026\/01\/1767616317-97824efcf7bc274cb2876f373580b94d.jpeg\" alt=\"\u5982\u4f55\u5feb\u901f\u751f\u6210\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\uff1f\"><\/p>\n<p>\u6839\u636e\u8d1d\u6069\u516c\u53f8\uff08Bain &amp; Company\uff09\u7684\u7814\u7a76\uff0c\u5ba2\u6237\u7559\u5b58\u7387\u4ec5\u63d0\u9ad85%\uff0c\u4f01\u4e1a\u7684\u5229\u6da6\u4fbf\u80fd\u589e\u52a025%\u81f395%\u3002\u8fd9\u4e00\u6570\u636e\u6e05\u6670\u5730\u63ed\u793a\u4e86\u5ba2\u6237\u6ee1\u610f\u5ea6\u4e0e\u4f01\u4e1a\u751f\u547d\u7ebf\u2014\u2014\u8425\u6536\u589e\u957f\u548c\u5e02\u573a\u7ade\u4e89\u529b\u4e4b\u95f4\u7684\u76f4\u63a5\u5173\u8054\u3002\u7136\u800c\uff0c\u5728\u6570\u5b57\u5316\u6d6a\u6f6e\u5e2d\u5377\u7684\u4eca\u5929\uff0c\u8bb8\u591a\u4f01\u4e1a\u7684\u8d28\u91cf\u7ba1\u7406\u90e8\u95e8\u4ecd\u6df1\u9677\u4e8e\u4f20\u7edf\u7684\u62a5\u544a\u5236\u4f5c\u6a21\u5f0f\u4e2d\u3002\u4ed6\u4eec\u4f9d\u8d56\u4eba\u5de5\u4ece\u4e0d\u540c\u7cfb\u7edf\u4e2d\u5bfc\u51fa\u6570\u636e\uff0c\u5728Excel\u8868\u683c\u7684\u6d77\u6d0b\u91cc\u8fdb\u884c\u7e41\u7410\u7684\u6c47\u603b\u3001\u8ba1\u7b97\u4e0e\u56fe\u8868\u7ed8\u5236\u3002\u8fd9\u79cd\u65b9\u5f0f\u4e0d\u4ec5\u6548\u7387\u4f4e\u4e0b\u3001\u6781\u6613\u51fa\u9519\uff0c\u66f4\u4e25\u91cd\u7684\u662f\uff0c\u5b83\u4ea7\u51fa\u7684\u62a5\u544a\u5f80\u5f80\u662f\u6ede\u540e\u7684\u3001\u7247\u9762\u7684\uff0c\u65e0\u6cd5\u4e3a\u7ba1\u7406\u5c42\u63d0\u4f9b\u5373\u65f6\u3001\u6df1\u523b\u7684\u4e1a\u52a1\u6d1e\u5bdf\uff0c\u5bfc\u81f4\u51b3\u7b56\u8fdf\u7f13\uff0c\u9519\u5931\u5e02\u573a\u826f\u673a\u3002\u9762\u5bf9\u8fd9\u4e00\u666e\u904d\u5b58\u5728\u7684\u7ba1\u7406\u74f6\u9888\uff0c\u672c\u6587\u65e8\u5728\u63d0\u4f9b\u4e00\u4e2a\u7cfb\u7edf\u5316\u3001\u53ef\u6267\u884c\u7684\u6846\u67b6\u3002\u6211\u4eec\u5c06\u6df1\u5165\u5256\u6790\u4ece\u6570\u636e\u91c7\u96c6\u5230\u62a5\u544a\u81ea\u52a8\u5316\u7684\u5168\u8fc7\u7a0b\uff0c\u5e2e\u52a9\u4f01\u4e1a\u6784\u5efa\u4e00\u4e2a\u667a\u80fd\u5316\u7684\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u4f53\u7cfb\uff0c\u4ece\u800c\u80fd\u591f\u5feb\u901f\u54cd\u5e94\u5e02\u573a\u53d8\u5316\u3001\u7cbe\u51c6\u4f18\u5316\u4ea7\u54c1\u4e0e\u670d\u52a1\uff0c\u6700\u7ec8\u5c06\u5ba2\u6237\u6ee1\u610f\u5ea6\u8f6c\u5316\u4e3a\u5b9e\u5b9e\u5728\u5728\u7684\u5546\u4e1a\u589e\u957f\u3002<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E4%B8%80%E3%80%81%E6%9E%84%E5%BB%BA%E5%AE%A2%E6%88%B7%E8%B4%A8%E9%87%8F%E6%BB%A1%E6%84%8F%E5%BA%A6%E6%8A%A5%E5%91%8A%E7%9A%84%E6%A0%B8%E5%BF%83%E6%A1%86%E6%9E%B6%EF%BC%9A%E4%BB%8E%E6%95%B0%E6%8D%AE%E9%87%87%E9%9B%86%E5%88%B0%E6%8C%87%E6%A0%87%E5%AE%9A%E4%B9%89\"><\/span>\u4e00\u3001\u6784\u5efa\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u7684\u6838\u5fc3\u6846\u67b6\uff1a\u4ece\u6570\u636e\u91c7\u96c6\u5230\u6307\u6807\u5b9a\u4e49<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u4e00\u4efd\u9ad8\u8d28\u91cf\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\u62a5\u544a\uff0c\u5176\u6839\u57fa\u5728\u4e8e\u79d1\u5b66\u7684\u6570\u636e\u4f53\u7cfb\u3002\u5728\u7740\u624b\u5206\u6790\u4e4b\u524d\uff0c\u4f01\u4e1a\u5fc5\u987b\u9996\u5148\u56de\u7b54\u4e24\u4e2a\u6839\u672c\u6027\u95ee\u9898\uff1a\u6211\u4eec\u5e94\u8be5\u4ece\u54ea\u91cc\u6536\u96c6\u6570\u636e\uff1f\u6211\u4eec\u5e94\u8be5\u7528\u4ec0\u4e48\u6807\u51c6\u6765\u8861\u91cf\u6570\u636e\uff1f\u53ea\u6709\u6784\u5efa\u4e86\u5168\u9762\u3001\u6807\u51c6\u5316\u7684\u6570\u636e\u91c7\u96c6\u89e6\u70b9\u548c\u91cf\u5316\u8bc4\u4f30\u6307\u6807\uff0c\u540e\u7eed\u7684\u5206\u6790\u4e0e\u51b3\u7b56\u624d\u5177\u5907\u575a\u5b9e\u7684\u57fa\u7840\u3002\u8fd9\u4e0d\u4ec5\u662f\u6280\u672f\u95ee\u9898\uff0c\u66f4\u662f\u7ba1\u7406\u6218\u7565\u95ee\u9898\uff0c\u5b83\u51b3\u5b9a\u4e86\u62a5\u544a\u7684\u6df1\u5ea6\u3001\u5e7f\u5ea6\u548c\u53ef\u4fe1\u5ea6\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_%E6%98%8E%E7%A1%AE%E6%95%B0%E6%8D%AE%E9%87%87%E9%9B%86%E6%B8%A0%E9%81%93%EF%BC%9A%E6%9E%84%E5%BB%BA%E5%85%A8%E6%96%B9%E4%BD%8D%E7%9A%84%E6%95%B0%E6%8D%AE%E8%A7%A6%E7%82%B9\"><\/span>1. \u660e\u786e\u6570\u636e\u91c7\u96c6\u6e20\u9053\uff1a\u6784\u5efa\u5168\u65b9\u4f4d\u7684\u6570\u636e\u89e6\u70b9<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u4e3a\u4e86\u83b7\u5f97\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u5168\u666f\u89c6\u56fe\uff0c\u6570\u636e\u91c7\u96c6\u5fc5\u987b\u8d85\u8d8a\u5355\u4e00\u7684\u8c03\u7814\u95ee\u5377\uff0c\u5ef6\u4f38\u81f3\u5ba2\u6237\u4e0e\u4f01\u4e1a\u4e92\u52a8\u7684\u6bcf\u4e00\u4e2a\u5173\u952e\u89e6\u70b9\u3002\u4e00\u4e2a\u5168\u9762\u7684\u6570\u636e\u91c7\u96c6\u77e9\u9635\u5e94\u81f3\u5c11\u8986\u76d6\u4ee5\u4e0b\u6e20\u9053\uff0c\u786e\u4fdd\u80fd\u591f\u6355\u6349\u5230\u4ece\u552e\u524d\u5230\u552e\u540e\u7684\u5b8c\u6574\u5ba2\u6237\u5fc3\u58f0\uff1a<\/p>\n<ul>\n<li><strong>\u552e\u540e\u670d\u52a1\u5de5\u5355\u4e0e\u8bb0\u5f55<\/strong>\uff1a\u8fd9\u662f\u6700\u76f4\u63a5\u7684\u8d28\u91cf\u53cd\u9988\u6765\u6e90\u3002\u901a\u8fc7\u5206\u6790\u670d\u52a1\u8bf7\u6c42\u7684\u7c7b\u578b\u3001\u5904\u7406\u65f6\u957f\u3001\u95ee\u9898\u63cf\u8ff0\u3001\u89e3\u51b3\u65b9\u6848\u7b49\u6570\u636e\uff0c\u53ef\u4ee5\u7cbe\u51c6\u5b9a\u4f4d\u4ea7\u54c1\u6216\u670d\u52a1\u7684\u5177\u4f53\u7f3a\u9677\u548c\u5ba2\u6237\u75db\u70b9\u3002<\/li>\n<li><strong>NPS\/CSAT\/CES\u8c03\u7814\u95ee\u5377<\/strong>\uff1a\u901a\u8fc7\u6807\u51c6\u5316\u7684\u95ee\u5377\uff08\u5982\u51c0\u63a8\u8350\u503c\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570\u3001\u5ba2\u6237\u52aa\u529b\u5ea6\u5206\u6570\uff09\uff0c\u5728\u670d\u52a1\u5b8c\u6210\u3001\u4ea7\u54c1\u4f7f\u7528\u4e00\u6bb5\u65f6\u95f4\u540e\u7b49\u5173\u952e\u8282\u70b9\uff0c\u4e3b\u52a8\u3001\u5b9a\u671f\u5730\u91cf\u5316\u5ba2\u6237\u7684\u6574\u4f53\u611f\u53d7\u4e0e\u5fe0\u8bda\u5ea6\u3002<\/li>\n<li><strong>\u4ea7\u54c1\u8fd4\u4fee\u4e0e\u9000\u8d27\u8bb0\u5f55<\/strong>\uff1a\u8fd9\u662f\u8861\u91cf\u4ea7\u54c1\u5b9e\u7269\u8d28\u91cf\u7684\u786c\u6027\u6307\u6807\u3002\u5206\u6790\u8fd4\u4fee\u539f\u56e0\u3001\u6279\u6b21\u3001\u533a\u57df\u5206\u5e03\u7b49\u6570\u636e\uff0c\u80fd\u591f\u76f4\u63a5\u63ed\u793a\u4ea7\u54c1\u8bbe\u8ba1\u3001\u751f\u4ea7\u6216\u4f9b\u5e94\u94fe\u73af\u8282\u4e2d\u5b58\u5728\u7684\u7cfb\u7edf\u6027\u95ee\u9898\u3002<\/li>\n<li><strong>\u793e\u4ea4\u5a92\u4f53\u4e0e\u516c\u5f00\u8bc4\u8bba\u5e73\u53f0<\/strong>\uff1a\u5728\u5fae\u535a\u3001\u77e5\u4e4e\u3001\u884c\u4e1a\u8bba\u575b\u7b49\u5e73\u53f0\u4e0a\uff0c\u5ba2\u6237\u4f1a\u4ee5\u66f4\u81ea\u7136\u3001\u65e0\u4fdd\u7559\u7684\u65b9\u5f0f\u8868\u8fbe\u610f\u89c1\u3002\u5229\u7528\u8206\u60c5\u76d1\u63a7\u5de5\u5177\u6293\u53d6\u548c\u5206\u6790\u8fd9\u4e9b\u975e\u7ed3\u6784\u5316\u6570\u636e\uff0c\u53ef\u4ee5\u6d1e\u5bdf\u5230\u4f20\u7edf\u6e20\u9053\u96be\u4ee5\u53d1\u73b0\u7684\u6f5c\u5728\u95ee\u9898\u548c\u65b0\u5174\u8d8b\u52bf\u3002<\/li>\n<li><strong>\u4e00\u7ebf\u5458\u5de5\uff08\u9500\u552e\u3001\u5ba2\u670d\uff09\u53cd\u9988<\/strong>\uff1a\u4e00\u7ebf\u5458\u5de5\u662f\u63a5\u89e6\u5ba2\u6237\u7684\u201c\u4f20\u611f\u5668\u201d\u3002\u5efa\u7acb\u89c4\u8303\u7684\u5185\u90e8\u53cd\u9988\u673a\u5236\uff0c\u5b9a\u671f\u6536\u96c6\u4ed6\u4eec\u4ece\u5ba2\u6237\u5904\u542c\u5230\u7684\u62b1\u6028\u3001\u5efa\u8bae\u548c\u8d5e\u626c\uff0c\u80fd\u4e3a\u6570\u636e\u5206\u6790\u63d0\u4f9b\u5b9d\u8d35\u7684\u5b9a\u6027\u8865\u5145\u3002<\/li>\n<li><strong>\u5ba2\u6237\u6df1\u5ea6\u8bbf\u8c08\u4e0e\u7126\u70b9\u5c0f\u7ec4<\/strong>\uff1a\u5bf9\u4e8e\u9ad8\u4ef7\u503c\u5ba2\u6237\u6216\u7279\u5b9a\u95ee\u9898\uff0c\u901a\u8fc7\u5b9a\u6027\u7684\u6df1\u5ea6\u8bbf\u8c08\uff0c\u53ef\u4ee5\u6316\u6398\u6570\u5b57\u80cc\u540e\u66f4\u6df1\u5c42\u6b21\u7684\u201c\u4e3a\u4ec0\u4e48\u201d\uff0c\u7406\u89e3\u5ba2\u6237\u7684\u60c5\u611f\u3001\u671f\u671b\u4e0e\u51b3\u7b56\u903b\u8f91\uff0c\u4e3a\u6218\u7565\u6027\u6539\u8fdb\u63d0\u4f9b\u65b9\u5411\u3002<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"2_%E5%AE%9A%E4%B9%89%E5%85%B3%E9%94%AE%E8%AF%84%E4%BC%B0%E6%8C%87%E6%A0%87%EF%BC%88KPIs%EF%BC%89%EF%BC%9A%E9%87%8F%E5%8C%96%E5%AE%A2%E6%88%B7%E6%BB%A1%E6%84%8F%E5%BA%A6\"><\/span>2. \u5b9a\u4e49\u5173\u952e\u8bc4\u4f30\u6307\u6807\uff08KPIs\uff09\uff1a\u91cf\u5316\u5ba2\u6237\u6ee1\u610f\u5ea6<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u6536\u96c6\u5230\u6d77\u91cf\u6570\u636e\u540e\uff0c\u4e0b\u4e00\u6b65\u662f\u5c06\u5176\u8f6c\u5316\u4e3a\u53ef\u8861\u91cf\u3001\u53ef\u8ffd\u8e2a\u7684\u6d1e\u5bdf\u3002\u5b9a\u4e49\u4e00\u5957\u6e05\u6670\u3001\u6807\u51c6\u5316\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08KPIs\uff09\u81f3\u5173\u91cd\u8981\u3002\u8fd9\u5957\u6307\u6807\u4f53\u7cfb\u5e94\u8986\u76d6\u5ba2\u6237\u4f53\u9a8c\u7684\u591a\u4e2a\u7ef4\u5ea6\uff0c\u4ece\u6574\u4f53\u5fe0\u8bda\u5ea6\u5230\u5177\u4f53\u4ea4\u4e92\u7684\u4fbf\u6377\u6027\u3002\u4ee5\u4e0b\u662f\u4e00\u4e2a\u6838\u5fc3KPIs\u7684\u5b9a\u4e49\u6846\u67b6\uff1a<\/p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">\u6307\u6807\u540d\u79f0<\/th>\n<th align=\"left\">\u8ba1\u7b97\u516c\u5f0f\/\u5b9a\u4e49<\/th>\n<th align=\"left\">\u4e1a\u52a1\u4ef7\u503c<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\"><strong>\u5ba2\u6237\u6ee1\u610f\u5ea6\u5206\u6570 (CSAT)<\/strong><\/td>\n<td align=\"left\">(\u6ee1\u610f\u7684\u5ba2\u6237\u6570 \/ \u53c2\u4e0e\u8c03\u7814\u7684\u603b\u5ba2\u6237\u6570) \u00d7 100%<\/td>\n<td align=\"left\">\u76f4\u63a5\u8861\u91cf\u5ba2\u6237\u5bf9\u67d0\u6b21\u5177\u4f53\u4e92\u52a8\uff08\u5982\u4e00\u6b21\u5ba2\u670d\u54a8\u8be2\u3001\u4e00\u6b21\u7ef4\u4fee\u670d\u52a1\uff09\u7684\u5373\u65f6\u6ee1\u610f\u7a0b\u5ea6\u3002\u9ad8CSAT\u610f\u5473\u7740\u5355\u70b9\u670d\u52a1\u4f53\u9a8c\u826f\u597d\uff0c\u6709\u52a9\u4e8e\u63d0\u5347\u77ed\u671f\u5ba2\u6237\u597d\u611f\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u51c0\u63a8\u8350\u503c (NPS)<\/strong><\/td>\n<td align=\"left\">(\u63a8\u8350\u8005\u6bd4\u4f8b % - \u8d2c\u635f\u8005\u6bd4\u4f8b %)<\/td>\n<td align=\"left\">\u8861\u91cf\u5ba2\u6237\u5bf9\u54c1\u724c\u7684\u6574\u4f53\u5fe0\u8bda\u5ea6\u548c\u518d\u6b21\u8d2d\u4e70\u7684\u53ef\u80fd\u6027\u3002NPS\u662f\u9884\u6d4b\u4f01\u4e1a\u957f\u671f\u589e\u957f\u6f5c\u529b\u7684\u5173\u952e\u5148\u884c\u6307\u6807\uff0c\u80fd\u6709\u6548\u8bc4\u4f30\u5ba2\u6237\u5173\u7cfb\u7684\u5065\u5eb7\u5ea6\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u5ba2\u6237\u52aa\u529b\u5ea6 (CES)<\/strong><\/td>\n<td align=\"left\">\u5ba2\u6237\u4e3a\u89e3\u51b3\u95ee\u9898\u6240\u4ed8\u51fa\u52aa\u529b\u7684\u8bc4\u5206\uff08\u901a\u5e38\u4e3a1-5\u62161-7\u5206\u5236\uff0c\u5206\u6570\u8d8a\u4f4e\u8d8a\u597d\uff09\u3002<\/td>\n<td align=\"left\">\u8bc4\u4f30\u5ba2\u6237\u5728\u4e0e\u4f01\u4e1a\u4e92\u52a8\u8fc7\u7a0b\u4e2d\u7684\u4fbf\u6377\u6027\u3002\u4f4eCES\u8868\u660e\u670d\u52a1\u6d41\u7a0b\u987a\u7545\u3001\u9ad8\u6548\uff0c\u80fd\u663e\u8457\u63d0\u5347\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\uff0c\u964d\u4f4e\u670d\u52a1\u6210\u672c\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u9996\u6b21\u8054\u7cfb\u89e3\u51b3\u7387 (FCR)<\/strong><\/td>\n<td align=\"left\">(\u9996\u6b21\u8054\u7cfb\u5373\u89e3\u51b3\u95ee\u9898\u7684\u5de5\u5355\u6570 \/ \u603b\u5de5\u5355\u6570) \u00d7 100%<\/td>\n<td align=\"left\">\u8861\u91cf\u670d\u52a1\u4e2d\u5fc3\u4e00\u6b21\u6027\u89e3\u51b3\u5ba2\u6237\u95ee\u9898\u7684\u80fd\u529b\u3002\u9ad8FCR\u4e0d\u4ec5\u80fd\u5927\u5e45\u63d0\u5347\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u8fd8\u80fd\u663e\u8457\u964d\u4f4e\u91cd\u590d\u547c\u5165\u7387\uff0c\u4f18\u5316\u5ba2\u670d\u4e2d\u5fc3\u8fd0\u8425\u6548\u7387\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u901a\u8fc7\u5efa\u7acb\u8fd9\u6837\u7684\u6570\u636e\u91c7\u96c6\u4e0e\u6307\u6807\u4f53\u7cfb\uff0c\u4f01\u4e1a\u4fbf\u4e3a\u751f\u6210\u4e00\u4efd\u6709\u4ef7\u503c\u7684\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u5960\u5b9a\u4e86\u79d1\u5b66\u57fa\u7840\uff0c\u786e\u4fdd\u4e86\u540e\u7eed\u5206\u6790\u7684\u5ba2\u89c2\u6027\u4e0e\u51c6\u786e\u6027\u3002<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E4%BA%8C%E3%80%81%E4%BC%A0%E7%BB%9F%E6%8A%A5%E5%91%8A%E7%94%9F%E6%88%90%E6%96%B9%E5%BC%8F%E7%9A%84%E7%93%B6%E9%A2%88%E4%B8%8E%E6%8C%91%E6%88%98%E5%88%86%E6%9E%90\"><\/span>\u4e8c\u3001\u4f20\u7edf\u62a5\u544a\u751f\u6210\u65b9\u5f0f\u7684\u74f6\u9888\u4e0e\u6311\u6218\u5206\u6790<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u5c3d\u7ba1\u6784\u5efa\u79d1\u5b66\u7684\u6570\u636e\u6846\u67b6\u662f\u7406\u60f3\u72b6\u6001\uff0c\u4f46\u73b0\u5b9e\u4e2d\uff0c\u8bb8\u591a\u4f01\u4e1a\u5728\u6267\u884c\u5c42\u9762\u5374\u88ab\u4f20\u7edf\u7684\u5de5\u4f5c\u65b9\u5f0f\u7262\u7262\u675f\u7f1a\u3002\u4f9d\u8d56\u4eba\u5de5\u548c\u901a\u7528\u529e\u516c\u8f6f\u4ef6\uff08\u5982Excel\uff09\u751f\u6210\u62a5\u544a\u7684\u6a21\u5f0f\uff0c\u770b\u4f3c\u95e8\u69db\u4f4e\u3001\u6613\u4e0a\u624b\uff0c\u5b9e\u5219\u9690\u85cf\u7740\u5de8\u5927\u7684\u6548\u7387\u9ed1\u6d1e\u548c\u6570\u636e\u98ce\u9669\u3002\u8fd9\u4e9b\u74f6\u9888\u4e0d\u4ec5\u6d88\u8017\u7740\u56e2\u961f\u7684\u5b9d\u8d35\u7cbe\u529b\uff0c\u66f4\u4ece\u6839\u672c\u4e0a\u9650\u5236\u4e86\u4f01\u4e1a\u5229\u7528\u6570\u636e\u9a71\u52a8\u51b3\u7b56\u7684\u80fd\u529b\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"1_%E6%95%B0%E6%8D%AE%E5%AD%A4%E5%B2%9B%EF%BC%9A%E4%BF%A1%E6%81%AF%E5%88%86%E6%95%A3%E5%AF%BC%E8%87%B4%E5%88%86%E6%9E%90%E7%BB%B4%E5%BA%A6%E5%8F%97%E9%99%90\"><\/span>1. \u6570\u636e\u5b64\u5c9b\uff1a\u4fe1\u606f\u5206\u6563\u5bfc\u81f4\u5206\u6790\u7ef4\u5ea6\u53d7\u9650<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u5728\u5178\u578b\u7684\u4f01\u4e1a\u7ec4\u7ec7\u67b6\u6784\u4e2d\uff0c\u5ba2\u6237\u6570\u636e\u5929\u7136\u5730\u6563\u843d\u5728\u5404\u4e2a\u72ec\u7acb\u7684\u4e1a\u52a1\u7cfb\u7edf\u4e2d\u3002\u9500\u552e\u90e8\u95e8\u7684CRM\u7cfb\u7edf\u8bb0\u5f55\u7740\u5ba2\u6237\u7684\u4ea4\u6613\u5386\u53f2\u548c\u8ddf\u8fdb\u60c5\u51b5\uff1b\u5ba2\u670d\u4e2d\u5fc3\u7684\u5de5\u5355\u7cfb\u7edf\u627f\u8f7d\u7740\u6bcf\u4e00\u6b21\u7684\u670d\u52a1\u8bf7\u6c42\u548c\u6295\u8bc9\u7ec6\u8282\uff1b\u751f\u4ea7\u90e8\u95e8\u7684MES\u6216ERP\u7cfb\u7edf\u7ba1\u7406\u7740\u4ea7\u54c1\u7684\u6279\u6b21\u548c\u8fd4\u4fee\u6570\u636e\uff1b\u5e02\u573a\u90e8\u95e8\u5219\u53ef\u80fd\u4f7f\u7528\u72ec\u7acb\u7684\u95ee\u5377\u5de5\u5177\u6536\u96c6NPS\u53cd\u9988\u3002<\/p>\n<p>\u5f53\u9700\u8981\u5236\u4f5c\u4e00\u4efd\u5168\u9762\u7684\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u65f6\uff0c\u62a5\u544a\u8d1f\u8d23\u4eba\u5c31\u4e0d\u5f97\u4e0d\u626e\u6f14\u201c\u6570\u636e\u4e5e\u4e10\u201d\u7684\u89d2\u8272\uff0c\u5411\u5404\u4e2a\u90e8\u95e8\u7533\u8bf7\u6570\u636e\u5bfc\u51fa\u6743\u9650\u3002\u8fd9\u4e9b\u5bfc\u51fa\u7684\u6570\u636e\u683c\u5f0f\u4e0d\u4e00\u3001\u5b57\u6bb5\u5b9a\u4e49\u6a21\u7cca\u3001\u65f6\u95f4\u7ef4\u5ea6\u9519\u4f4d\uff0c\u6574\u5408\u8d77\u6765\u6781\u5176\u56f0\u96be\u3002\u4f8b\u5982\uff0c\u5ba2\u670d\u5de5\u5355\u4e2d\u7684\u4ea7\u54c1\u578b\u53f7\u53ef\u80fd\u4e0eERP\u4e2d\u7684\u7269\u6599\u7f16\u7801\u4e0d\u4e00\u81f4\uff0c\u5bfc\u81f4\u65e0\u6cd5\u5c06\u5177\u4f53\u7684\u5ba2\u6237\u6295\u8bc9\u4e0e\u4ea7\u54c1\u6279\u6b21\u8fdb\u884c\u5173\u8054\u5206\u6790\u3002<\/p>\n<p>\u8fd9\u79cd\u6570\u636e\u5b64\u542b\u5c9b\u7684\u76f4\u63a5\u540e\u679c\u662f\uff0c\u5206\u6790\u7ef4\u5ea6\u4e25\u91cd\u53d7\u9650\u3002\u62a5\u544a\u5f80\u5f80\u53ea\u80fd\u5448\u73b0\u5b64\u7acb\u7684\u6307\u6807\uff0c\u5982\u201c\u672c\u6708NPS\u4e3a30\u5206\u201d\u3001\u201c\u5ba2\u670d\u5e73\u5747\u54cd\u5e94\u65f6\u957f\u4e3a2\u5c0f\u65f6\u201d\uff0c\u5374\u65e0\u6cd5\u56de\u7b54\u66f4\u6df1\u5c42\u6b21\u7684\u5546\u4e1a\u95ee\u9898\uff1a\u201c\u662f\u54ea\u4e2a\u6279\u6b21\u7684\u4ea7\u54c1\u5bfc\u81f4\u4e86NPS\u8bc4\u5206\u4e0b\u964d\uff1f\u201d\u201c\u5904\u7406\u54ea\u7c7b\u95ee\u9898\u7684\u5de5\u5355\u65f6\u957f\u6700\u957f\uff0c\u5176\u6839\u6e90\u662f\u4ea7\u54c1\u8bbe\u8ba1\u7f3a\u9677\u8fd8\u662f\u5ba2\u670d\u77e5\u8bc6\u5e93\u4e0d\u5b8c\u5584\uff1f\u201d\u7531\u4e8e\u65e0\u6cd5\u8fdb\u884c\u8de8\u7cfb\u7edf\u3001\u8de8\u90e8\u95e8\u7684\u4ea4\u53c9\u5206\u6790\uff0c\u62a5\u544a\u6700\u7ec8\u6ca6\u4e3a\u4e00\u5f20\u5f20\u79bb\u6563\u7684\u6570\u636e\u5feb\u7167\uff0c\u7ba1\u7406\u8005\u770b\u5230\u7684\u53ea\u662f\u95ee\u9898\u7684\u8868\u8c61\uff0c\u800c\u65e0\u6cd5\u89e6\u53ca\u95ee\u9898\u7684\u6839\u6e90\uff0c\u51b3\u7b56\u81ea\u7136\u4e5f\u5c31\u65e0\u4ece\u8c08\u8d77\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_%E6%89%8B%E5%B7%A5%E5%A4%84%E7%90%86%EF%BC%9A%E6%95%88%E7%8E%87%E4%BD%8E%E4%B8%8B%E4%B8%94%E6%98%93%E5%87%BA%E9%94%99%E7%9A%84%E2%80%9C%E6%95%B0%E6%8D%AE%E6%90%AC%E8%BF%90%E2%80%9D\"><\/span>2. \u624b\u5de5\u5904\u7406\uff1a\u6548\u7387\u4f4e\u4e0b\u4e14\u6613\u51fa\u9519\u7684\u201c\u6570\u636e\u642c\u8fd0\u201d<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u5728\u514b\u670d\u91cd\u91cd\u56f0\u96be\u7ec8\u4e8e\u6536\u96c6\u5230\u6765\u81ea\u4e0d\u540c\u7cfb\u7edf\u7684Excel\u8868\u683c\u540e\uff0c\u771f\u6b63\u7684\u5669\u68a6\u624d\u521a\u521a\u5f00\u59cb\u3002\u62a5\u544a\u5236\u4f5c\u8005\u9700\u8981\u6295\u5165\u5927\u91cf\u65f6\u95f4\u8fdb\u884c\u201c\u6570\u636e\u642c\u8fd0\u201d\u548c\u201c\u624b\u5de5\u5320\u9020\u201d\u3002<\/p>\n<p>\u8fd9\u4e2a\u8fc7\u7a0b\u901a\u5e38\u5305\u62ec\uff1a\u9996\u5148\uff0c\u8fdb\u884c\u7e41\u7410\u7684\u6570\u636e\u6e05\u6d17\uff0c\u7edf\u4e00\u4e0d\u540c\u8868\u683c\u4e2d\u7684\u65e5\u671f\u683c\u5f0f\u3001\u5ba2\u6237\u540d\u79f0\u3001\u4ea7\u54c1\u578b\u53f7\uff1b\u7136\u540e\uff0c\u5229\u7528VLOOKUP\u3001SUMIF\u7b49\u51fd\u6570\uff0c\u8de8\u8868\u683c\u5339\u914d\u548c\u5173\u8054\u6570\u636e\uff0c\u5c06\u670d\u52a1\u8bb0\u5f55\u4e0e\u5ba2\u6237\u4fe1\u606f\u3001\u4ea7\u54c1\u4fe1\u606f\u5bf9\u5e94\u8d77\u6765\uff1b\u63a5\u7740\uff0c\u901a\u8fc7\u6570\u636e\u900f\u89c6\u8868\u8fdb\u884c\u521d\u6b65\u7684\u7edf\u8ba1\u6c47\u603b\uff0c\u8ba1\u7b97CSAT\u3001FCR\u7b49\u5404\u9879KPI\uff1b\u6700\u540e\uff0c\u624b\u52a8\u521b\u5efa\u5404\u79cd\u56fe\u8868\u2014\u2014\u8d8b\u52bf\u56fe\u3001\u997c\u56fe\u3001\u67f1\u72b6\u56fe\uff0c\u5e76\u5c0f\u5fc3\u7ffc\u7ffc\u5730\u5c06\u5b83\u4eec\u590d\u5236\u7c98\u8d34\u5230PPT\u6216Word\u6587\u6863\u4e2d\uff0c\u914d\u4e0a\u6587\u5b57\u8bf4\u660e\u3002<\/p>\n<p>\u6574\u4e2a\u8fc7\u7a0b\u8017\u65f6\u5de8\u5927\uff0c\u4e00\u4e2a\u719f\u7ec3\u7684\u6570\u636e\u5206\u6790\u5e08\u5236\u4f5c\u4e00\u4efd\u6708\u5ea6\u62a5\u544a\uff0c\u82b1\u8d39\u6570\u5929\u65f6\u95f4\u662f\u5bb6\u5e38\u4fbf\u996d\u3002\u8fd9\u5176\u4e2d80%\u7684\u65f6\u95f4\u90fd\u6d88\u8017\u5728\u91cd\u590d\u3001\u673a\u68b0\u7684\u6570\u636e\u6574\u7406\u5de5\u4f5c\u4e0a\uff0c\u800c\u975e\u66f4\u6709\u4ef7\u503c\u7684\u5206\u6790\u4e0e\u6d1e\u5bdf\u3002\u66f4\u81f4\u547d\u7684\u662f\uff0c\u7eaf\u624b\u5de5\u64cd\u4f5c\u6781\u6613\u51fa\u9519\u3002\u4e00\u4e2aVLOOKUP\u516c\u5f0f\u7684\u8303\u56f4\u9009\u62e9\u9519\u8bef\uff0c\u4e00\u4e2a\u6570\u636e\u900f\u89c6\u8868\u7684\u7b5b\u9009\u6761\u4ef6\u9057\u6f0f\uff0c\u90fd\u53ef\u80fd\u5bfc\u81f4\u6574\u4e2a\u62a5\u544a\u7684\u6570\u636e\u5931\u4e4b\u6beb\u5398\uff0c\u8c2c\u4ee5\u5343\u91cc\u3002\u8fd9\u4e9b\u9690\u85cf\u7684\u9519\u8bef\u4e00\u65e6\u88ab\u7528\u4e8e\u51b3\u7b56\uff0c\u5176\u540e\u679c\u4e0d\u582a\u8bbe\u60f3\u3002<\/p>\n<p>\u6b64\u5916\uff0c\u624b\u5de5\u62a5\u544a\u5728\u5b9e\u65f6\u6027\u4e0a\u5b58\u5728\u5929\u7136\u7f3a\u9677\u3002\u5f53\u7ba1\u7406\u5c42\u5728\u4f1a\u8bae\u4e0a\u5bf9\u62a5\u544a\u4e2d\u7684\u67d0\u4e2a\u6570\u636e\u63d0\u51fa\u7591\u95ee\uff0c\u60f3\u8981\u8fdb\u4e00\u6b65\u4e0b\u94bb\u5206\u6790\u65f6\uff08\u4f8b\u5982\uff0c\u201c\u8fd9\u4e2a\u5b63\u5ea6\u7684\u6295\u8bc9\u91cf\u4e0a\u5347\uff0c\u5177\u4f53\u662f\u54ea\u4e2a\u4ea7\u54c1\u7ebf\u5bfc\u81f4\u7684\uff1f\u201d\uff09\uff0c\u62a5\u544a\u5236\u4f5c\u8005\u65e0\u6cd5\u7acb\u5373\u7ed9\u51fa\u7b54\u6848\uff0c\u53ea\u80fd\u56de\u7b54\u201c\u4f1a\u540e\u6211\u518d\u62c9\u4e00\u4e0b\u6570\u636e\u770b\u770b\u201d\u3002\u8fd9\u79cd\u6ede\u540e\u6027\u4f7f\u5f97\u6570\u636e\u5931\u53bb\u4e86\u5373\u65f6\u51b3\u7b56\u7684\u4ef7\u503c\uff0c\u62a5\u544a\u4f1a\u8bae\u4e5f\u56e0\u6b64\u53d8\u5f97\u4f4e\u6548\u3002<\/p>\n<h2><span 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title=\"\u65e0\u4ee3\u7801\u5e73\u53f0\">\u65e0\u4ee3\u7801\u5e73\u53f0<\/a><\/span>\u7684\u80fd\u529b\uff0c\u5feb\u901f\u6784\u5efa\u4e00\u4e2a\u81ea\u52a8\u5316\u7684\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u4f53\u7cfb\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E6%AD%A5%E9%AA%A4%E4%B8%80%EF%BC%9A%E5%88%A9%E7%94%A8%E8%A1%A8%E5%8D%95%E5%BC%95%E6%93%8E%EF%BC%8C%E6%A0%87%E5%87%86%E5%8C%96%E6%95%B0%E6%8D%AE%E9%87%87%E9%9B%86%E5%85%A5%E5%8F%A3\"><\/span>\u6b65\u9aa4\u4e00\uff1a\u5229\u7528\u8868\u5355\u5f15\u64ce\uff0c\u6807\u51c6\u5316\u6570\u636e\u91c7\u96c6\u5165\u53e3<span 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class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u8fd9\u662f\u5b9e\u73b0\u62a5\u544a\u81ea\u52a8\u5316\u7684\u6838\u5fc3\u73af\u8282\uff0c\u4e5f\u662f\u4ef7\u503c\u5448\u73b0\u7684\u5173\u952e\u3002\u624b\u5de5\u5236\u4f5c\u56fe\u8868\u7684\u65f6\u4ee3\u5c06\u4e00\u53bb\u4e0d\u590d\u8fd4\u3002<\/p>\n<p><strong>\u64cd\u4f5c\u6307\u5357<\/strong>\uff1a\u65e0\u4ee3\u7801\u5e73\u53f0\u7684<strong>\u62a5\u8868\u5f15\u64ce<\/strong>\u5141\u8bb8\u7528\u6237\u901a\u8fc7\u62d6\u62c9\u62fd\u7684\u65b9\u5f0f\uff0c\u5c06\u540e\u53f0\u6570\u636e\u5e93\u4e2d\u7684\u6570\u636e\u5b9e\u65f6\u8f6c\u5316\u4e3a\u52a8\u6001\u3001\u4ea4\u4e92\u5f0f\u7684\u6570\u636e\u770b\u677f\u3002<\/p>\n<ul>\n<li><strong>\u642d\u5efa\u5ba2\u6237\u8d28\u91cf\u603b\u89c8\u4eea\u8868\u76d8<\/strong>\uff1a\u7ba1\u7406\u8005\u53ef\u4ee5\u521b\u5efa\u4e00\u4e2a\u4e13\u5c5e\u7684\u9a7e\u9a76\u8231\u3002\u901a\u8fc7\u62d6\u62fd\u4e0d\u540c\u7684\u56fe\u8868\u7ec4\u4ef6\uff0c\u5c06\u6838\u5fc3KPI\uff08\u5982\u5b9e\u65f6NPS\u3001\u672c\u6708CSAT\u3001FCR\u8d8b\u52bf\uff09\u96c6\u4e2d\u5c55\u793a\u3002\u4f8b\u5982\uff0c\u7528\u4e00\u4e2a\u4eea\u8868\u76d8\u56fe\u663e\u793a\u5f53\u524d\u7684NPS\u5206\u6570\uff0c\u7528\u4e00\u4e2a\u6298\u7ebf\u56fe\u5c55\u793a\u8fd16\u4e2a\u6708\u7684CSAT\u53d8\u5316\u8d8b\u52bf\uff0c\u7528\u4e00\u4e2a\u67f1\u72b6\u56fe\u5bf9\u6bd4\u4e0d\u540c\u4ea7\u54c1\u7ebf\u7684\u6295\u8bc9\u6570\u91cf\uff0c\u518d\u7528\u4e00\u4e2a\u997c\u56fe\u5206\u6790\u95ee\u9898\u7c7b\u578b\u7684\u5206\u5e03\u3002<\/li>\n<li><strong>\u5b9e\u73b0\u591a\u7ef4\u5ea6\u4e0b\u94bb\u5206\u6790<\/strong>\uff1a\u8fd9\u4e9b\u56fe\u8868\u4e0d\u518d\u662f\u9759\u6001\u7684\u56fe\u7247\u3002\u5f53\u7ba1\u7406\u8005\u5728\u4f1a\u8bae\u4e0a\u770b\u5230\u672c\u6708\u6295\u8bc9\u91cf\u4e0a\u5347\u65f6\uff0c\u4ed6\u53ef\u4ee5\u76f4\u63a5\u70b9\u51fb\u67f1\u72b6\u56fe\u4e0a\u4ee3\u8868\u201c\u672c\u6708\u201d\u7684\u67f1\u5b50\uff0c\u770b\u677f\u4e0a\u7684\u6240\u6709\u5176\u4ed6\u56fe\u8868\u5c06\u81ea\u52a8\u8054\u52a8\u7b5b\u9009\uff0c\u7acb\u5373\u5c55\u793a\u51fa\u662f\u54ea\u4e2a\u4ea7\u54c1\u7ebf\u3001\u54ea\u7c7b\u95ee\u9898\u7684\u6295\u8bc9\u91cf\u663e\u8457\u589e\u52a0\u3002\u4ed6\u751a\u81f3\u53ef\u4ee5\u7ee7\u7eed\u4e0b\u94bb\uff0c\u67e5\u770b\u5177\u4f53\u7684\u6295\u8bc9\u5de5\u5355\u5217\u8868\u3002\u8fd9\u79cd\u5373\u65f6\u7684\u3001\u4ea4\u4e92\u5f0f\u7684\u5206\u6790\u80fd\u529b\uff0c\u662f\u9759\u6001PPT\u62a5\u544a\u5b8c\u5168\u65e0\u6cd5\u6bd4\u62df\u7684\uff0c\u5b83\u8ba9\u6570\u636e\u771f\u6b63\u5177\u5907\u4e86\u9a71\u52a8\u5373\u65f6\u51b3\u7b56\u7684\u80fd\u529b\u3002<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"%E6%AD%A5%E9%AA%A4%E5%9B%9B%EF%BC%9A%E8%AE%BE%E5%AE%9A%E8%A7%84%E5%88%99%E5%BC%95%E6%93%8E%EF%BC%8C%E8%A7%A6%E5%8F%91%E5%AE%9E%E6%97%B6%E9%A2%84%E8%AD%A6%E4%B8%8E%E6%8A%A5%E5%91%8A%E5%88%86%E5%8F%91\"><\/span>\u6b65\u9aa4\u56db\uff1a\u8bbe\u5b9a\u89c4\u5219\u5f15\u64ce\uff0c\u89e6\u53d1\u5b9e\u65f6\u9884\u8b66\u4e0e\u62a5\u544a\u5206\u53d1<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u6700\u540e\u4e00\u6b65\u662f\u8ba9\u6574\u4e2a\u62a5\u544a\u4f53\u7cfb\u201c\u6d3b\u201d\u8d77\u6765\uff0c\u4ece\u88ab\u52a8\u67e5\u8be2\u53d8\u4e3a\u4e3b\u52a8\u63a8\u9001\u3002<\/p>\n<p><strong>\u64cd\u4f5c\u6307\u5357<\/strong>\uff1a\u901a\u8fc7\u914d\u7f6e\u5e73\u53f0\u7684<strong>\u89c4\u5219\u5f15\u64ce<\/strong>\uff0c\u53ef\u4ee5\u8bbe\u5b9a\u4e00\u7cfb\u5217\u201c\u5982\u679c\u2026\u90a3\u4e48\u2026\u201d\u7684\u81ea\u52a8\u5316\u89c4\u5219\uff0c\u8ba9\u7cfb\u7edf\u5728\u65e0\u4eba\u5e72\u9884\u7684\u60c5\u51b5\u4e0b\u81ea\u52a8\u5de5\u4f5c\u3002<\/p>\n<ul>\n<li><strong>\u8bbe\u7f6e\u5b9e\u65f6\u9884\u8b66<\/strong>\uff1a\u53ef\u4ee5\u521b\u5efa\u4e00\u6761\u89c4\u5219\uff1a\u201c\u5982\u679cNPS\u5206\u6570\u8fde\u7eed\u4e09\u5929\u4f4e\u4e8e30\u5206\uff0c\u5219\u81ea\u52a8\u901a\u8fc7\u90ae\u4ef6\u548c\u9489\u9489\u6d88\u606f\u5411\u8d28\u91cf\u603b\u76d1\u53d1\u9001\u9884\u8b66\u901a\u77e5\u201d\u3002\u6216\u8005\u201c\u5982\u679c\u67d0\u4e00\u4e2a\u670d\u52a1\u5de5\u5355\u7684\u5904\u7406\u65f6\u957f\u8d85\u8fc748\u5c0f\u65f6\uff0c\u5219\u81ea\u52a8\u5347\u7ea7\u5e76\u901a\u77e5\u5176\u4e0a\u7ea7\u7ecf\u7406\u201d\u3002\u8fd9\u4f7f\u5f97\u7ba1\u7406\u5c42\u80fd\u7b2c\u4e00\u65f6\u95f4\u53d1\u73b0\u5f02\u5e38\uff0c\u9632\u60a3\u4e8e\u672a\u7136\u3002<\/li>\n<li><strong>\u5b9e\u73b0\u62a5\u544a\u81ea\u52a8\u5206\u53d1<\/strong>\uff1a\u53ef\u4ee5\u8bbe\u5b9a\u53e6\u4e00\u6761\u89c4\u5219\uff1a\u201c\u5728\u6bcf\u4e2a\u6708\u7b2c\u4e00\u5929\u7684\u4e0a\u53489\u70b9\uff0c\u81ea\u52a8\u751f\u6210\u2018\u4e0a\u6708\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u2019\uff08\u4e00\u4e2a\u9884\u8bbe\u7684\u62a5\u8868\u770b\u677f\u94fe\u63a5\u6216PDF\uff09\uff0c\u5e76\u901a\u8fc7\u90ae\u4ef6\u53d1\u9001\u7ed9\u6240\u6709\u7ba1\u7406\u5c42\u6210\u5458\u201d\u3002\u8fd9\u5f7b\u5e95\u5c06\u62a5\u544a\u5236\u4f5c\u8005\u4ece\u6bcf\u6708\u91cd\u590d\u7684\u62a5\u544a\u5206\u53d1\u5de5\u4f5c\u4e2d\u89e3\u653e\u51fa\u6765\u3002<\/li>\n<\/ul>\n<p>\u901a\u8fc7\u8fd9\u56db\u4e2a\u6b65\u9aa4\uff0c\u4f01\u4e1a\u53ef\u4ee5\u6784\u5efa\u4e00\u4e2a\u4ece\u6570\u636e\u91c7\u96c6\u3001\u5904\u7406\u3001\u5206\u6790\u5230\u9884\u8b66\u5206\u53d1\u7684\u5168\u81ea\u52a8\u95ed\u73af\u7ba1\u7406\u4f53\u7cfb\u3002\u8fd9\u4e0d\u4ec5\u662f\u201c\u5feb\u901f\u751f\u6210\u62a5\u544a\u201d\uff0c\u66f4\u662f\u5bf9\u6574\u4e2a\u8d28\u91cf\u7ba1\u7406\u6a21\u5f0f\u7684\u91cd\u5851\u3002<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E5%9B%9B%E3%80%81%E9%80%89%E5%9E%8B%E5%9D%90%E6%A0%87%E7%B3%BB%EF%BC%9A%E5%A6%82%E4%BD%95%E9%80%89%E6%8B%A9%E5%90%88%E9%80%82%E7%9A%84%E6%8A%A5%E5%91%8A%E7%94%9F%E6%88%90%E4%B8%8E%E5%88%86%E6%9E%90%E5%B7%A5%E5%85%B7%EF%BC%9F\"><\/span>\u56db\u3001\u9009\u578b\u5750\u6807\u7cfb\uff1a\u5982\u4f55\u9009\u62e9\u5408\u9002\u7684\u62a5\u544a\u751f\u6210\u4e0e\u5206\u6790\u5de5\u5177\uff1f<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u9762\u5bf9\u5e02\u573a\u4e0a\u7433\u7405\u6ee1\u76ee\u7684\u6570\u636e\u5206\u6790\u548c\u62a5\u544a\u5de5\u5177\uff0c\u4ece\u4f20\u7edf\u7684BI\u8f6f\u4ef6\u5230\u65b0\u5174\u7684\u65e0\u4ee3\u7801\u5e73\u53f0\uff0c\u4f01\u4e1a\u51b3\u7b56\u8005\u5e94\u5982\u4f55\u8fdb\u884c\u79d1\u5b66\u9009\u578b\uff1f\u4e3a\u4e86\u907f\u514d\u9677\u5165\u201c\u529f\u80fd\u7e41\u591a\u4f46\u65e0\u6cd5\u843d\u5730\u201d\u6216\u201c\u7cfb\u7edf\u50f5\u5316\u65e0\u6cd5\u9002\u5e94\u4e1a\u52a1\u53d8\u5316\u201d\u7684\u56f0\u5883\uff0c\u6211\u4eec\u5efa\u8bae\u4ece\u4ee5\u4e0b\u56db\u4e2a\u6838\u5fc3\u7ef4\u5ea6\u6784\u5efa\u4e00\u4e2a\u9009\u578b\u5750\u6807\u7cfb\uff0c\u5e76\u4ee5\u6b64\u4e3a\u6807\u51c6\u8bc4\u4f30\u6f5c\u5728\u7684\u89e3\u51b3\u65b9\u6848\u3002<\/p>\n<table>\n<thead>\n<tr>\n<th align=\"left\">\u8bc4\u4f30\u7ef4\u5ea6<\/th>\n<th align=\"left\">\u8bc4\u4f30\u8981\u70b9\u4e0e\u8003\u91cf<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td align=\"left\"><strong>\u6570\u636e\u6574\u5408\u80fd\u529b<\/strong><\/td>\n<td align=\"left\">\u5de5\u5177\u662f\u5426\u80fd\u8f7b\u677e\u8fde\u63a5\u4f01\u4e1a\u73b0\u6709\u7684\u5404\u7c7b\u4e1a\u52a1\u7cfb\u7edf\uff1f\u8bc4\u4f30\u5176API\u63a5\u53e3\u7684\u5f00\u653e\u6027\u3001\u9884\u7f6e\u8fde\u63a5\u5668\u7684\u4e30\u5bcc\u5ea6\u4ee5\u53ca\u5904\u7406\u5f02\u6784\u6570\u636e\u6e90\u7684\u80fd\u529b\u3002\u4e00\u4e2a\u4f18\u79c0\u7684\u5e73\u53f0\u5e94\u80fd\u6253\u7834\u6570\u636e\u5b64\u5c9b\uff0c\u65e0\u7f1d\u5bf9\u63a5CRM\u3001ERP\u3001MES\u7b49\u6838\u5fc3\u7cfb\u7edf\uff0c\u5b9e\u73b0\u6570\u636e\u7684\u7edf\u4e00\u6c47\u96c6\u4e0e\u7ba1\u7406\u3002\u4f8b\u5982\uff0c<strong>\u652f\u9053\u5e73\u53f0<\/strong>\u63d0\u4f9b\u5f3a\u5927\u7684<strong>API\u5bf9\u63a5<\/strong>\u80fd\u529b\uff0c\u80fd\u591f\u987a\u7545\u8fde\u63a5\u91d1\u8776\u3001\u7528\u53cb\u3001\u9489\u9489\u3001\u4f01\u4e1a\u5fae\u4fe1\u7b49\u4e3b\u6d41\u7cfb\u7edf\uff0c\u4e3a\u5168\u9762\u7684\u4ea4\u53c9\u5206\u6790\u5960\u5b9a\u57fa\u7840\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u81ea\u5b9a\u4e49\u5206\u6790\u80fd\u529b<\/strong><\/td>\n<td align=\"left\">\u5de5\u5177\u662f\u5426\u5141\u8bb8\u4e1a\u52a1\u4eba\u5458\u6839\u636e\u81ea\u8eab\u9700\u6c42\uff0c\u7075\u6d3b\u5730\u521b\u5efa\u548c\u8c03\u6574\u62a5\u544a\u5185\u5bb9\uff1f\u8bc4\u4f30\u5176\u62a5\u8868\u914d\u7f6e\u7684\u81ea\u7531\u5ea6\uff0c\u662f\u5426\u652f\u6301\u62d6\u62c9\u62fd\u64cd\u4f5c\uff0c\u56fe\u8868\u7c7b\u578b\u662f\u5426\u4e30\u5bcc\uff0c\u4ee5\u53ca\u662f\u5426\u652f\u6301\u591a\u5c42\u7ea7\u7684\u4e0b\u94bb\u3001\u8054\u52a8\u548c\u7b5b\u9009\u3002\u50f5\u5316\u7684\u3001\u9700\u8981IT\u4eba\u5458\u7f16\u7801\u624d\u80fd\u4fee\u6539\u7684\u62a5\u8868\u65e0\u6cd5\u9002\u5e94\u5feb\u901f\u53d8\u5316\u7684\u4e1a\u52a1\u9700\u6c42\u3002<strong>\u652f\u9053\u5e73\u53f0<\/strong>\u7684<strong>\u62a5\u8868\u5f15\u64ce<\/strong>\uff0c\u8ba9\u4e1a\u52a1\u4eba\u5458\u4e5f\u80fd\u901a\u8fc7\u62d6\u62fd\u8f7b\u677e\u642d\u5efa\u4e2a\u6027\u5316\u6570\u636e\u770b\u677f\uff0c\u5b9e\u73b0\u771f\u6b63\u7684\u81ea\u52a9\u5f0f\u5206\u6790\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u81ea\u52a8\u5316\u7a0b\u5ea6<\/strong><\/td>\n<td align=\"left\">\u5de5\u5177\u5728\u591a\u5927\u7a0b\u5ea6\u4e0a\u80fd\u5c06\u4eba\u5de5\u64cd\u4f5c\u81ea\u52a8\u5316\uff1f\u8bc4\u4f30\u5176\u662f\u5426\u5177\u5907\u6d41\u7a0b\u5f15\u64ce\u548c\u89c4\u5219\u5f15\u64ce\u3002\u4e00\u4e2a\u5f3a\u5927\u7684\u5e73\u53f0\u4e0d\u4ec5\u80fd\u5b9e\u73b0\u62a5\u8868\u7684\u81ea\u52a8\u751f\u6210\u4e0e\u5206\u53d1\uff0c\u66f4\u5e94\u80fd\u5c06\u6570\u636e\u91c7\u96c6\u3001\u4efb\u52a1\u6d41\u8f6c\u3001\u5f02\u5e38\u9884\u8b66\u7b49\u5168\u94fe\u8def\u4e1a\u52a1\u6d41\u7a0b\u81ea\u52a8\u5316\u3002\u8fd9\u76f4\u63a5\u5173\u7cfb\u5230\u6548\u7387\u63d0\u5347\u7684\u5e45\u5ea6\u548c\u7ba1\u7406\u6a21\u5f0f\u7684\u6df1\u5ea6\u53d8\u9769\u3002<strong>\u652f\u9053\u5e73\u53f0<\/strong>\u7684<strong>\u6d41\u7a0b\u5f15\u64ce<\/strong>\u4e0e<strong>\u89c4\u5219\u5f15\u64ce<\/strong>\u6b63\u662f\u4e3a\u6b64\u800c\u751f\uff0c\u80fd\u591f\u5c06\u7ba1\u7406\u5236\u5ea6\u56fa\u5316\u4e3a\u81ea\u52a8\u5316\u5de5\u4f5c\u6d41\u3002<\/td>\n<\/tr>\n<tr>\n<td align=\"left\"><strong>\u7cfb\u7edf\u6269\u5c55\u6027<\/strong><\/td>\n<td align=\"left\">\u5de5\u5177\u662f\u5426\u80fd\u968f\u7740\u4f01\u4e1a\u7684\u53d1\u5c55\u800c\u201c\u6210\u957f\u201d\uff1f\u8bc4\u4f30\u5176\u662f\u5426\u4e3a\u65e0\u4ee3\u7801\/\u4f4e\u4ee3\u7801\u67b6\u6784\uff0c\u80fd\u5426\u8ba9\u4f01\u4e1a\u6839\u636e\u65b0\u7684\u7ba1\u7406\u9700\u6c42\uff0c\u5feb\u901f\u81ea\u884c\u642d\u5efa\u65b0\u7684\u5e94\u7528\u6a21\u5757\uff08\u5982\u4f9b\u5e94\u5546\u7ba1\u7406\u3001\u9879\u76ee\u7ba1\u7406\u7b49\uff09\uff0c\u800c\u975e\u4ec5\u4ec5\u5c40\u9650\u4e8e\u62a5\u544a\u529f\u80fd\u3002\u9009\u62e9\u4e00\u4e2a\u5177\u5907\u9ad8\u5ea6\u6269\u5c55\u6027\u7684\u5e73\u53f0\uff0c\u610f\u5473\u7740\u6784\u5efa\u7684\u662f\u4e00\u4e2a\u53ef\u6301\u7eed\u53d1\u5c55\u7684\u6570\u5b57\u5316\u57fa\u5ea7\uff0c\u907f\u514d\u4e86\u672a\u6765\u9891\u7e41\u66f4\u6362\u7cfb\u7edf\u5e26\u6765\u7684\u9ad8\u6602\u6210\u672c\u3002<strong>\u652f\u9053\u5e73\u53f0<\/strong>\u4f5c\u4e3a<strong>\u65e0\u4ee3\u7801\u5e73\u53f0<\/strong>\uff0c\u5176\u6838\u5fc3\u4f18\u52bf\u5c31\u5728\u4e8e\u6781\u9ad8\u7684\u6269\u5c55\u6027\uff0c\u80fd\u591f\u4ece\u4e00\u4e2a\u8d28\u91cf\u62a5\u544a\u5e94\u7528\uff0c\u9010\u6b65\u6269\u5c55\u8986\u76d6\u4f01\u4e1a\u8fd0\u8425\u7684\u65b9\u65b9\u9762\u9762\uff0c\u6784\u5efa\u4e00\u4f53\u5316\u7ba1\u7406\u7cfb\u7edf\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u901a\u8fc7\u8fd9\u4e2a\u5750\u6807\u7cfb\u8fdb\u884c\u8bc4\u4f30\uff0c\u4f01\u4e1a\u51b3\u7b56\u8005\u53ef\u4ee5\u66f4\u6e05\u6670\u5730\u8bc6\u522b\u51fa\u54ea\u4e2a\u5de5\u5177\u4e0d\u4ec5\u80fd\u89e3\u51b3\u773c\u524d\u7684\u62a5\u544a\u95ee\u9898\uff0c\u66f4\u80fd\u4f5c\u4e3a\u4f01\u4e1a\u6570\u5b57\u5316\u8f6c\u578b\u7684\u957f\u671f\u6218\u7565\u4f19\u4f34\uff0c\u652f\u6491\u672a\u6765\u7684\u6301\u7eed\u53d1\u5c55\u4e0e\u521b\u65b0\u3002<\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E7%BB%93%E8%AF%AD%EF%BC%9A%E4%BB%8E%E6%95%B0%E6%8D%AE%E6%8A%A5%E5%91%8A%E5%88%B0%E6%99%BA%E8%83%BD%E5%86%B3%E7%AD%96%EF%BC%8C%E9%87%8D%E5%A1%91%E4%BC%81%E4%B8%9A%E8%B4%A8%E9%87%8F%E7%AE%A1%E7%90%86%E6%A8%A1%E5%BC%8F\"><\/span>\u7ed3\u8bed\uff1a\u4ece\u6570\u636e\u62a5\u544a\u5230\u667a\u80fd\u51b3\u7b56\uff0c\u91cd\u5851\u4f01\u4e1a\u8d28\u91cf\u7ba1\u7406\u6a21\u5f0f<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>\u603b\u800c\u8a00\u4e4b\uff0c\u751f\u6210\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u7684\u7ec8\u6781\u76ee\u6807\uff0c\u7edd\u4e0d\u5e94\u662f\u5b8c\u6210\u4e00\u9879\u8017\u65f6\u8017\u529b\u7684\u884c\u653f\u4efb\u52a1\uff0c\u800c\u5e94\u662f\u5c06\u5176\u6253\u9020\u4e3a\u9a71\u52a8\u4ea7\u54c1\u4f18\u5316\u3001\u670d\u52a1\u6539\u8fdb\u548c\u4e1a\u52a1\u589e\u957f\u7684\u6838\u5fc3\u5f15\u64ce\u3002\u6211\u4eec\u5df2\u7ecf\u770b\u5230\uff0c\u4f20\u7edf\u7684\u3001\u4f9d\u8d56\u624b\u5de5\u7684\u62a5\u544a\u6a21\u5f0f\u6b63\u5728\u6210\u4e3a\u4f01\u4e1a\u654f\u6377\u54cd\u5e94\u5e02\u573a\u7684\u5de8\u5927\u969c\u788d\u3002<\/p>\n<p>\u901a\u8fc7\u62e5\u62b1\u50cf<strong>\u652f\u9053\u5e73\u53f0<\/strong>\u8fd9\u6837\u7684\u73b0\u4ee3\u5316\u65e0\u4ee3\u7801\u89e3\u51b3\u65b9\u6848\uff0c\u4f01\u4e1a\u80fd\u591f\u5f7b\u5e95\u53d8\u9769\u8fd9\u4e00\u73b0\u72b6\u3002\u5176\u4ef7\u503c\u8fdc\u4e0d\u6b62\u4e8e\u201c\u5feb\u901f\u201d\u751f\u6210\u62a5\u544a\uff0c\u66f4\u5728\u4e8e\u6784\u5efa\u4e00\u4e2a\u4ece\u6807\u51c6\u5316\u6570\u636e\u91c7\u96c6\u3001\u81ea\u52a8\u5316\u6d41\u7a0b\u5904\u7406\uff0c\u5230\u5b9e\u65f6\u53ef\u89c6\u5316\u5206\u6790\u548c\u667a\u80fd\u9884\u8b66\u7684\u95ed\u73af\u7ba1\u7406\u4f53\u7cfb\u3002\u8fd9\u4e0d\u4ec5\u5c06\u8d28\u91cf\u7ba1\u7406\u56e2\u961f\u4ece\u7e41\u7410\u7684\u6570\u636e\u6574\u7406\u5de5\u4f5c\u4e2d\u89e3\u653e\u51fa\u6765\uff0c\u8ba9\u4ed6\u4eec\u80fd\u4e13\u6ce8\u4e8e\u66f4\u6709\u4ef7\u503c\u7684\u6d1e\u5bdf\u4e0e\u7b56\u7565\uff0c\u66f4\u8d4b\u4e88\u4e86\u7ba1\u7406\u5c42\u524d\u6240\u672a\u6709\u7684\u51b3\u7b56\u80fd\u529b\u2014\u2014\u4e00\u79cd\u57fa\u4e8e\u5b9e\u65f6\u3001\u5168\u9762\u3001\u53ef\u4e0b\u94bb\u6570\u636e\u7684\u667a\u80fd\u51b3\u7b56\u80fd\u529b\u3002<\/p>\n<p>\u4f5c\u4e3a\u6df1\u8015\u4f01\u4e1a\u6570\u5b57\u5316\u8f6c\u578b\u7684\u884c\u4e1a\u89c2\u5bdf\u8005\uff0c\u6211\u4eec\u547c\u5401\u6bcf\u4e00\u4f4d\u6709\u8fdc\u89c1\u7684\u4f01\u4e1a\u51b3\u7b56\u8005\uff0c\u79ef\u6781\u62e5\u62b1\u8fd9\u573a\u7531\u6280\u672f\u9a71\u52a8\u7684\u7ba1\u7406\u53d8\u9769\u3002\u73b0\u5728\uff0c\u5c31\u5e94\u5f00\u59cb\u5ba1\u89c6\u5e76\u91cd\u6784\u60a8\u4f01\u4e1a\u7684\u8d28\u91cf\u6570\u636e\u6d41\u7a0b\uff0c\u5c06\u5ba2\u6237\u7684\u58f0\u97f3\u65e0\u7f1d\u878d\u5165\u5230\u65e5\u5e38\u8fd0\u8425\u7684\u6bcf\u4e00\u4e2a\u73af\u8282\u3002<\/p>\n<p><strong>\u7acb\u5373\u5f00\u59cb<a href=\"https:\/\/user.zdsztech.com\/toWorkbench?index=2\">\u514d\u8d39\u8bd5\u7528\u652f\u9053\u5e73\u53f0<\/a>\uff0c\u4f53\u9a8c\u4ece\u7e41\u7410\u62a5\u8868\u4e2d\u89e3\u653e\u7684\u6548\u7387\u53d8\u9769\u3002<\/strong><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E5%85%B3%E4%BA%8E%E5%AE%A2%E6%88%B7%E8%B4%A8%E9%87%8F%E6%BB%A1%E6%84%8F%E5%BA%A6%E6%8A%A5%E5%91%8A%E7%9A%84%E5%B8%B8%E8%A7%81%E9%97%AE%E9%A2%98\"><\/span>\u5173\u4e8e\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\u7684\u5e38\u89c1\u95ee\u9898<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"1_%E5%AE%A2%E6%88%B7%E6%BB%A1%E6%84%8F%E5%BA%A6%E6%8A%A5%E5%91%8A%E5%BA%94%E8%AF%A5%E5%A4%9A%E4%B9%85%E7%94%9F%E6%88%90%E4%B8%80%E6%AC%A1%EF%BC%9F\"><\/span>1. \u5ba2\u6237\u6ee1\u610f\u5ea6\u62a5\u544a\u5e94\u8be5\u591a\u4e45\u751f\u6210\u4e00\u6b21\uff1f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u62a5\u544a\u7684\u751f\u6210\u9891\u7387\u53d6\u51b3\u4e8e\u5176\u76ee\u7684\u548c\u53d7\u4f17\u3002<strong>\u9ad8\u5c42\u7ba1\u7406\u9a7e\u9a76\u8231<\/strong>\u4e2d\u7684\u6838\u5fc3\u6307\u6807\uff08\u5982NPS\u3001CSAT\uff09\u5e94\u5b9e\u73b0<strong>\u5b9e\u65f6\u66f4\u65b0<\/strong>\uff0c\u4ee5\u4fbf\u7ba1\u7406\u8005\u968f\u65f6\u638c\u63e1\u5065\u5eb7\u72b6\u51b5\u3002\u5bf9\u4e8e<strong>\u90e8\u95e8\u7ea7\u7684\u6218\u672f\u5206\u6790\u62a5\u544a<\/strong>\uff0c<strong>\u6bcf\u5468\u6216\u6bcf\u53cc\u5468<\/strong>\u751f\u6210\u4e00\u6b21\u8f83\u4e3a\u5408\u9002\uff0c\u80fd\u591f\u53ca\u65f6\u53d1\u73b0\u77ed\u671f\u6ce2\u52a8\u5e76\u91c7\u53d6\u884c\u52a8\u3002\u800c\u5bf9\u4e8e<strong>\u516c\u53f8\u7ea7\u7684\u6218\u7565\u590d\u76d8\u62a5\u544a<\/strong>\uff0c\u5219\u53ef\u4ee5\u6309<strong>\u6708\u5ea6\u6216\u5b63\u5ea6<\/strong>\u751f\u6210\uff0c\u7528\u4e8e\u56de\u987e\u6574\u4f53\u8d8b\u52bf\u3001\u8bc4\u4f30\u6539\u8fdb\u63aa\u65bd\u7684\u6548\u679c\u5e76\u89c4\u5212\u4e0b\u4e00\u9636\u6bb5\u7684\u6218\u7565\u91cd\u70b9\u3002\u81ea\u52a8\u5316\u62a5\u544a\u5de5\u5177\u7684\u4f18\u52bf\u5728\u4e8e\uff0c\u53ef\u4ee5\u540c\u65f6\u6ee1\u8db3\u8fd9\u4e9b\u4e0d\u540c\u9891\u7387\u7684\u9700\u6c42\uff0c\u65e0\u9700\u989d\u5916\u589e\u52a0\u5de5\u4f5c\u91cf\u3002<\/p>\n<h3><span class=\"ez-toc-section\" id=\"2_%E9%99%A4%E4%BA%86NPS%E5%92%8CCSAT%EF%BC%8C%E8%BF%98%E6%9C%89%E5%93%AA%E4%BA%9B%E9%87%8D%E8%A6%81%E7%9A%84%E8%A1%A5%E5%85%85%E6%8C%87%E6%A0%87%EF%BC%9F\"><\/span>2. \u9664\u4e86NPS\u548cCSAT\uff0c\u8fd8\u6709\u54ea\u4e9b\u91cd\u8981\u7684\u8865\u5145\u6307\u6807\uff1f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u9664\u4e86NPS\uff08\u8861\u91cf\u5fe0\u8bda\u5ea6\uff09\u548cCSAT\uff08\u8861\u91cf\u5355\u6b21\u6ee1\u610f\u5ea6\uff09\uff0c\u4ee5\u4e0b\u51e0\u4e2a\u6307\u6807\u80fd\u63d0\u4f9b\u66f4\u4e30\u5bcc\u7684\u89c6\u89d2\uff1a<\/p>\n<ul>\n<li><strong>\u5ba2\u6237\u6d41\u5931\u7387 (Customer Churn Rate)<\/strong>\uff1a\u76f4\u63a5\u8861\u91cf\u5ba2\u6237\u6d41\u5931\u60c5\u51b5\uff0c\u662f\u68c0\u9a8c\u5ba2\u6237\u6ee1\u610f\u5ea6\u6700\u7ec8\u6210\u6548\u7684\u7ec8\u6781\u6307\u6807\u3002<\/li>\n<li><strong>\u91cd\u590d\u8d2d\u4e70\u7387 (Repeat Purchase Rate)<\/strong>\uff1a\u8861\u91cf\u5ba2\u6237\u7684\u6301\u7eed\u8d2d\u4e70\u610f\u613f\uff0c\u5c24\u5176\u9002\u7528\u4e8e\u6d88\u8d39\u54c1\u548c\u7535\u5546\u884c\u4e1a\u3002<\/li>\n<li><strong>\u95ee\u9898\u89e3\u51b3\u65f6\u957f (Time to Resolution)<\/strong>\uff1a\u4ece\u5ba2\u6237\u62a5\u544a\u95ee\u9898\u5230\u95ee\u9898\u88ab\u5f7b\u5e95\u89e3\u51b3\u7684\u5e73\u5747\u65f6\u95f4\uff0c\u662f\u8861\u91cf\u670d\u52a1\u6548\u7387\u7684\u5173\u952e\u6307\u6807\u3002<\/li>\n<li><strong>\u5ba2\u6237\u751f\u547d\u5468\u671f\u4ef7\u503c (CLV)<\/strong>\uff1a\u9884\u6d4b\u4e00\u4e2a\u5ba2\u6237\u5728\u6574\u4e2a\u5173\u7cfb\u5468\u671f\u5185\u80fd\u4e3a\u4f01\u4e1a\u5e26\u6765\u7684\u603b\u5229\u6da6\uff0c\u5c06\u6ee1\u610f\u5ea6\u4e0e\u957f\u671f\u5546\u4e1a\u4ef7\u503c\u76f4\u63a5\u6302\u94a9\u3002<\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"3_%E5%A6%82%E4%BD%95%E7%A1%AE%E4%BF%9D%E6%94%B6%E9%9B%86%E5%88%B0%E7%9A%84%E5%AE%A2%E6%88%B7%E5%8F%8D%E9%A6%88%E6%98%AF%E7%9C%9F%E5%AE%9E%E6%9C%89%E6%95%88%E7%9A%84%EF%BC%9F\"><\/span>3. \u5982\u4f55\u786e\u4fdd\u6536\u96c6\u5230\u7684\u5ba2\u6237\u53cd\u9988\u662f\u771f\u5b9e\u6709\u6548\u7684\uff1f<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u786e\u4fdd\u53cd\u9988\u8d28\u91cf\u9700\u8981\u4ece\u51e0\u4e2a\u65b9\u9762\u5165\u624b\uff1a<\/p>\n<ul>\n<li><strong>\u9009\u62e9\u5408\u9002\u7684\u65f6\u673a<\/strong>\uff1a\u5728\u5ba2\u6237\u521a\u521a\u5b8c\u6210\u4e00\u6b21\u670d\u52a1\u6216\u8d2d\u4e70\u540e\u7acb\u5373\u53d1\u9001\u8c03\u7814\u95ee\u5377\uff0c\u6b64\u65f6\u4ed6\u4eec\u7684\u8bb0\u5fc6\u6700\u65b0\u9c9c\uff0c\u53cd\u9988\u4e5f\u6700\u771f\u5b9e\u3002<\/li>\n<li><strong>\u4fdd\u6301\u95ee\u5377\u7b80\u6d01<\/strong>\uff1a\u907f\u514d\u5197\u957f\u3001\u590d\u6742\u7684\u95ee\u5377\uff0c\u5c0a\u91cd\u5ba2\u6237\u7684\u65f6\u95f4\u3002\u901a\u5e38\uff0c\u4e00\u4e2aNPS\u95ee\u9898\u52a0\u4e0a\u4e00\u4e2a\u5f00\u653e\u5f0f\u8ffd\u95ee\uff0c\u6548\u679c\u6700\u597d\u3002<\/li>\n<li><strong>\u591a\u6e20\u9053\u9a8c\u8bc1<\/strong>\uff1a\u4e0d\u8981\u53ea\u4f9d\u8d56\u5355\u4e00\u6e20\u9053\u7684\u6570\u636e\u3002\u5c06\u95ee\u5377\u6570\u636e\u4e0e\u552e\u540e\u5de5\u5355\u3001\u793e\u4ea4\u5a92\u4f53\u8bc4\u8bba\u7b49\u5176\u4ed6\u6e20\u9053\u7684\u53cd\u9988\u8fdb\u884c\u4ea4\u53c9\u6bd4\u5bf9\uff0c\u5f62\u6210\u66f4\u5168\u9762\u7684\u5224\u65ad\u3002<\/li>\n<li><strong>\u6fc0\u52b1\u4e0e\u900f\u660e<\/strong>\uff1a\u5bf9\u4e8e\u9700\u8981\u6295\u5165\u8f83\u591a\u65f6\u95f4\u7684\u6df1\u5ea6\u8bbf\u8c08\uff0c\u53ef\u4ee5\u63d0\u4f9b\u9002\u5f53\u7684\u6fc0\u52b1\u3002\u540c\u65f6\uff0c\u544a\u77e5\u5ba2\u6237\u4ed6\u4eec\u7684\u53cd\u9988\u5c06\u5982\u4f55\u88ab\u7528\u6765\u6539\u8fdb\u4ea7\u54c1\u548c\u670d\u52a1\uff0c\u589e\u52a0\u5176\u53c2\u4e0e\u610f\u613f\u3002<\/li>\n<\/ul>\n<h3><span 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class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>\u5b8c\u5168\u53ef\u4ee5\uff0c\u8fd9\u662f\u8861\u91cf\u4e00\u4e2a\u73b0\u4ee3\u5316\u5e73\u53f0\u662f\u5426\u4f18\u79c0\u7684\u5173\u952e\u6807\u51c6\u3002\u4e13\u4e1a\u7684\u65e0\u4ee3\u7801\u5e73\u53f0\uff0c\u5982<strong>\u652f\u9053\u5e73\u53f0<\/strong>\uff0c\u901a\u5e38\u5177\u5907\u975e\u5e38\u5f3a\u5927\u7684<strong>API\u5bf9\u63a5\u80fd\u529b<\/strong>\u3002\u8fd9\u610f\u5473\u7740\u5b83\u80fd\u591f\u50cf\u4e00\u4e2a\u201c\u6570\u636e\u8fde\u63a5\u5668\u201d\u4e00\u6837\uff0c\u901a\u8fc7\u6807\u51c6\u7684API\u63a5\u53e3\uff0c\u4e0e\u4f01\u4e1a\u73b0\u6709\u7684\u5404\u79cd\u4e3b\u6d41\u7cfb\u7edf\uff08\u5982\u91d1\u8776\u3001\u7528\u53cb\u3001SAP\u7b49ERP\u7cfb\u7edf\uff0c\u6216Salesforce\u3001\u7eb7\u4eab\u9500\u5ba2\u7b49CRM\u7cfb\u7edf\uff09\u8fdb\u884c\u53cc\u5411\u7684\u6570\u636e\u8bfb\u5199\u3002\u901a\u8fc7\u5bf9\u63a5\uff0c\u4e0d\u4ec5\u53ef\u4ee5\u5c06ERP\u4e2d\u7684\u4ea7\u54c1\u4fe1\u606f\u3001CRM\u4e2d\u7684\u5ba2\u6237\u6570\u636e\u540c\u6b65\u5230\u65e0\u4ee3\u7801\u5e73\u53f0\u4e2d\u7528\u4e8e\u5206\u6790\uff0c\u4e5f\u53ef\u4ee5\u5c06\u65e0\u4ee3\u7801\u5e73\u53f0\u4e2d\u5904\u7406\u8fc7\u7684\u95ee\u9898\u5355\u72b6\u6001\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206\u7b49\u7ed3\u679c\uff0c\u56de\u5199\u5230\u539f\u6709\u7cfb\u7edf\u4e2d\uff0c\u4ece\u800c\u5f7b\u5e95\u89e3\u51b3\u4f01\u4e1a\u7684\u6570\u636e\u4e00\u4f53\u5316\u987e\u8651\uff0c\u786e\u4fdd\u6240\u6709\u7cfb\u7edf\u4e2d\u7684\u6570\u636e\u4fdd\u6301\u4e00\u81f4\u548c\u540c\u6b65\u3002<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u5b66\u4e60\u5982\u4f55\u5feb\u901f\u751f\u6210\u5ba2\u6237\u8d28\u91cf\u6ee1\u610f\u5ea6\u62a5\u544a\uff0c\u4ece\u6570\u636e\u91c7\u96c6\u5230\u81ea\u52a8\u5316\u5206\u6790\u3002\u672c\u6587\u63d0\u4f9b\u56db\u6b65\u6cd5\u5b9e\u64cd\u6307\u5357\u548c\u5de5\u5177\u9009\u578b\u5efa\u8bae\uff0c\u5e2e\u52a9\u4f01\u4e1a\u63d0\u5347\u6548\u7387\uff0c\u4f18\u5316\u51b3\u7b56\u3002<\/p>\n","protected":false},"author":7,"featured_media":45492,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[7],"tags":[],"class_list":["post-45493","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-docs"],"yoast_head":"<!-- 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