[英文]英翻中~~請高手幫幫忙~~謝謝拉^^

To manage its huge business (about $4 billion a year ), QVC must use the latest IT support. For example, QVC operates four state-of-the-art call centers, one for overseas operations. Other state-of-the-art technologies are used as well. However, before using technology to boost loyalty and sales, QVC had to develop... show more To manage its huge business (about $4 billion a year ), QVC must use the latest IT support. For example, QVC operates four state-of-the-art call centers, one for overseas operations. Other state-of-the-art technologies are used as well. However, before using technology to boost loyalty and sales, QVC had to develop a strategy to put the customers at the core of the corporate decision making. ”Exceeding the expectations of every customer ” is a sign you can see all over QVC’s premises. As a matter of fact, the acronym QVC stands for Quality, Value, and Convenience-all from the customers’ perspective. QVC created a superb service organization. Among other things, QVC provides education (demonstrating product features and functions), entertainment, and companionship. Viewers build a social relationship with show hosts, upon which the commercial relationship is built. Now QVC is attempting to build a social relationship with its customers on the Web (see qvc.com).

QVC knows that building trust on the TV screen is necessary, but not sufficient. So everyone in the company is helping. QVC’s president checks customers’ letters. All problems are fixed quickly. Everything is geared toward the long run. In addition, to make CRM work, QVC properly aligns senior executives, IT executives, and functional managers. They must collaborate, work toward the same goals, have plans that do not interfere with other’s plans, and so forth. Also the company adopts the latest IT applications and offers training to its customer service reps in the new applications and in CRM continuously.
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