目 录前 言.............................................................................................1一、客户满意度管理..................................................................................31.1 客户满意度.........................................................................................31.2 内部调查方法......................................................................................31.3 外部调查方法......................................................................................51.4 客户满意度管理..................................................................................9二、客户回访管理....................................................................................112.1 客户销售回访....................................................................................112.2 客户维修回访....................................................................................142.3 客户投诉管理....................................................................................19三、客户关怀...........................................................................................263.1 客户关怀方式....................................................................................263.2 客户关怀内容....................................................................................26四、客户档案管理....................................................................................284.1 数据库建立标准程序.........................................................................284.2 建立客户资料的原则.........................................................................314.3 科学分类与建档................................................................................31五、附件..................................................................................................33附件 1：一般用户销售回访模板.............................................................33附件 2：用户维修回访记录表..............................
