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Published byTeguh Salim Modified 6年之前
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Learning Target After learning this chapter, you will be able to:
• Master some key terms related to customer relationship management. • Master typical expressions of discussing customer relationship management in a brainstorm way. • Clarify how companies use customer relationship management in sales.
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Facebook is a corporation and online social networking service
headquartered in California, United States. After registering to use the site, users can create a user profile, add other users as “friends”, exchange messages, post status updates and photos, share videos, use various apps and receive notifications when others update their profiles. Sina Weibo is a Chinese microblogging (weibo) website. Akin to a hybrid of Twitter and Facebook, it is one of the most popular sites in China, in use by well over 30% of Internet users, with a market penetration similar to the United States’ Twitter.
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Renren.com, formerly known as the Xiaonei Network (Chinese: 校内网 ; literally:
“on-campus network”) is a Chinese social networking service. It is popular among college students. Twitter is an online social networking service that enables users to send and read short 140-character messages called “tweets”. Instagram is an online mobile photo-sharing, video-sharing, and social networking service that enables its users to take pictures and videos, and share them either publicly or privately on the app, as well as through a variety of other social networking platforms, such as Facebook, Twitter, Tumblr, and Flickr. Think: Can you think of some benefits of using these social media for customer relationship management?
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New words and Expressions
engagement [ ɪnˈgeɪdʒmənt ] n. 约定 by-product [ baɪ 'prɒdʌkt] 副产品 back-end [ bæk end ] 后端; 后头 collaborative [ kəˈlæbərətɪv ] adj. 合作的 groundwork [ ˈgraʊndwɜ:k ] 基础 pipeline [ ˈpaɪplaɪn ] 渠道,传递途径
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New words and Expressions
focal [ ˈfəʊkl ] adj. 焦点的 empower [ ɪmˈpaʊə(r) ] vt. 授权; 准许 advocate [ ˈædvəkeɪt ] n. 支持者 follow [ ˈfɒləʊ ] 关注 salespeople [ 'seɪlzˌpi:pl ] 销售人员 enriched [ ɪn'rɪtʃt ] 使富裕,使富有 follow-up [ 'fɒləʊ ʌp ] 随访;跟踪
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New words and Expressions
process-centric 以过程为中心 real-tim 实时
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Group Dicussion: How can customer relationship management be applied in business? Please elaborate them in detail. Note: After the discussion, you may find some clues in the 1st dialogue of Part 3.
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Dialogue 1 Introduce the CRM into the Company’s Management System
Key expressions: 1. Do you have a minute? 你有时间吗? 类似的表达方式有: May I have a word with you? Can I talk to you for a second? 2. make a thing of 从……中获得好处(或很多利益) 3. generate lead 产生销售线索, 这里省略了 sales, 在销售术语里, sales lead 指的是销售线索, 即潜在顾客。 4. It sounds amazing. 听起来很不可思议。 5. keep track of 记录; 与……保持联系 6. It’s worth of a try. 这值得一试。 类似表达方式有: It’s worth giving a shot.
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Dialogue 2 How Could I Improve the Application of CRM in Sales
Key expressions: 1. It’s been a long time since... 自……后很久没…… 2. How are you doing? 你好吗 ? 类似的表达方式有 : How’s everything with you? How are you? 3. get some troubles in 有一些麻烦 4. bummer 口语里经常使用, 表示失败令人不愉快的经历(事件) 。
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Dialogue 2 How Could I Improve the Application of CRM in Sales
Key expressions: 5. It looks really awful. 看起来真糟糕。 类似的表达方式有: It is really very terrible. It looks really bad. 6. cut short 打断某人讲话 7. freed-up time 腾出来的时间
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课后练习参考答案 Ex 1. Fill in the blanks with the words or expressions from the box. Change the form if necessary Facebook is a very helpful social media outlet for business to harness with their CRM efforts. At no cost to the business, a profile page can be developed and set up in order to share with the fans why its firm is the best one with which to do business. Product videos, logos, pictures, and customer testimonials can all be put up on the profile page. Friends can be added easily using Facebook, which allows the company to constantly expand its range of potential customers. Finally, information and valuable feedback can be easily obtained from Facebook fans by utilizing the polls to obtain opinions and information rapidly from real customers.
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课后练习参考答案 Ex 2. Translation
1. Translate the following words or expressions into English. (1) existing customers (2) sales lead (3) smart technology (4) wearable devices (5) social media (6) freed-up time (7) keep track of (8) big data (9) the era of Internet (10) identical workflows
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课后练习参考答案 2. Translate the following paragraphs into Chinese.
这些关键功能为客户关系管理系统的有效实施提供了一些重要的好处。 其 中一个主要的好处是改善现有的客户关系。 这将导致公司能更恰当地通过 了解客户群的特定需求, 来识别客户的需求的能力, 以此提高销售量。 另外, 根据他们过去的历史和趋势, 更好地预测客户的需求, 更好地识 别哪些客户是有利可图的, 更好地通过推荐替代品或升级的公司产品来提 高交叉销售能力。 Ex 3. Practical exercise ( 略 )
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