英語(yǔ)教學(xué)dissertation摘要演示：在線英語(yǔ)教學(xué)學(xué)校為例
12-14, 2015
通過(guò)個(gè)性化服務(wù)策略解決客戶流失率高的問(wèn)題--寧波在線英語(yǔ)教學(xué)學(xué)校為例
How to resolve the problem of high customer churn rate in an online English teaching school in Ningbo through personalized service strategy
摘要
66口語(yǔ)是寧波電子商務(wù)技術(shù)公司2014年12月開(kāi)始建立的子公司。在進(jìn)行對(duì)過(guò)去不到3個(gè)月時(shí)間里的研究中發(fā)現(xiàn)，相比公司在今年8月,9月的銷售增長(zhǎng)率增長(zhǎng)率，學(xué)生下降了25%。針對(duì)這種情況,作者進(jìn)行了一次問(wèn)卷調(diào)查，通過(guò)分析47份調(diào)查問(wèn)卷,發(fā)現(xiàn)66口語(yǔ)有以下三個(gè)方面的主要問(wèn)題。首先,66口語(yǔ)設(shè)置的培訓(xùn)課程未能滿足客戶的個(gè)人需求。第二,66口語(yǔ)未能有效地發(fā)現(xiàn)和鼓勵(lì)學(xué)生的個(gè)人需求; 第三,66口語(yǔ)的管理層無(wú)法提高消費(fèi)者滿意度。
Table of Contents
Abstract.......................................................................................................................................3
1.0 引言Introduction...........................................................................................................................4
2.0公司信息和存在問(wèn)題
Company information and problems....................................................................................6
2.1 公司信息Company information.....................................................................................................6
2.2 問(wèn)卷結(jié)果Questionnaire results......................................................................................................6
2.3 存在問(wèn)題Problems.......................................................................................................................10
3.0個(gè)性化服務(wù)策略Personalized service strategy..............................................................................................12
3.1 調(diào)整訓(xùn)練課程Adjust training courses.................................................................................................12
3.2 調(diào)整訓(xùn)練方法Adjust training methods................................................................................................13
3.3提供良好的學(xué)習(xí)職業(yè)生涯管理Provide good learning career management...................................................................14
3.4提高管理Improve management...................................................................................................16
4.0 66口語(yǔ)個(gè)性化服務(wù)項(xiàng)目實(shí)施成本和評(píng)價(jià)方案的程序 66Speak personalized service program implementation costs and evaluation scheme procedures.................................................................................................................................28
4.1 成本Costs.............................................................................................................................28
4.2評(píng)估方案Evaluation scheme........................................................................................................28#p#分頁(yè)標(biāo)題#e#
4.3實(shí)施步驟Implementation procedures..........................................................................................30
5.0 結(jié)論Conclusion..........................................................................................................................32
參考書(shū)目References.................................................................................................................................34
Abstract
66Speak is a subsidiary of Ningbo E-Commerce Company which has technically started in December 2014. In the past three months, less than ? students come up for renewal. Compared to the growth rate of the company's sales in August this year, the growth rate in September fell by 25%. Aiming at this situation, the author conducted a questionnaire survey through analyzing 47 copies of questionnaire to find that 66Speak has the following main problem in three aspects. Firstly, the training courses set up by 66speaker fails to meet the customer's individual needs; second, 66Speaker fails to effectively find and encourage students’ individual needs; thirdly, 66Speaker management is unable to improve consumer satisfaction. To solve the above-mentioned problems, the author proposes a personalized service strategy, including providing individualized courses, providing personalized learning career management, reforming the company's performance appraisal system, improving communication with students and strengthening communication with parents, as well as designing targeted promotions measures, CEM system and optimization of organizational structure.
Keywords: 66Speak; customer churn rate; personalized service strategy; customer satisfaction; customer demand
How to resolve the problem of high customer churn rate in an online English teaching school in Ningbo through personalized service strategy
摘要
66口語(yǔ)是寧波電子商務(wù)技術(shù)公司2014年12月開(kāi)始建立的子公司。在進(jìn)行對(duì)過(guò)去不到3個(gè)月時(shí)間里的研究中發(fā)現(xiàn)，相比公司在今年8月,9月的銷售增長(zhǎng)率增長(zhǎng)率，學(xué)生下降了25%。針對(duì)這種情況,作者進(jìn)行了一次問(wèn)卷調(diào)查，通過(guò)分析47份調(diào)查問(wèn)卷,發(fā)現(xiàn)66口語(yǔ)有以下三個(gè)方面的主要問(wèn)題。首先,66口語(yǔ)設(shè)置的培訓(xùn)課程未能滿足客戶的個(gè)人需求。第二,66口語(yǔ)未能有效地發(fā)現(xiàn)和鼓勵(lì)學(xué)生的個(gè)人需求; 第三,66口語(yǔ)的管理層無(wú)法提高消費(fèi)者滿意度。
Table of Contents
Abstract.......................................................................................................................................3
1.0 引言Introduction...........................................................................................................................4
2.0公司信息和存在問(wèn)題
Company information and problems....................................................................................6
2.1 公司信息Company information.....................................................................................................6
2.2 問(wèn)卷結(jié)果Questionnaire results......................................................................................................6
2.3 存在問(wèn)題Problems.......................................................................................................................10
3.0個(gè)性化服務(wù)策略Personalized service strategy..............................................................................................12
3.1 調(diào)整訓(xùn)練課程Adjust training courses.................................................................................................12
3.2 調(diào)整訓(xùn)練方法Adjust training methods................................................................................................13
3.3提供良好的學(xué)習(xí)職業(yè)生涯管理Provide good learning career management...................................................................14
3.4提高管理Improve management...................................................................................................16
4.0 66口語(yǔ)個(gè)性化服務(wù)項(xiàng)目實(shí)施成本和評(píng)價(jià)方案的程序 66Speak personalized service program implementation costs and evaluation scheme procedures.................................................................................................................................28
4.1 成本Costs.............................................................................................................................28
4.2評(píng)估方案Evaluation scheme........................................................................................................28#p#分頁(yè)標(biāo)題#e#
4.3實(shí)施步驟Implementation procedures..........................................................................................30
5.0 結(jié)論Conclusion..........................................................................................................................32
參考書(shū)目References.................................................................................................................................34
Abstract
66Speak is a subsidiary of Ningbo E-Commerce Company which has technically started in December 2014. In the past three months, less than ? students come up for renewal. Compared to the growth rate of the company's sales in August this year, the growth rate in September fell by 25%. Aiming at this situation, the author conducted a questionnaire survey through analyzing 47 copies of questionnaire to find that 66Speak has the following main problem in three aspects. Firstly, the training courses set up by 66speaker fails to meet the customer's individual needs; second, 66Speaker fails to effectively find and encourage students’ individual needs; thirdly, 66Speaker management is unable to improve consumer satisfaction. To solve the above-mentioned problems, the author proposes a personalized service strategy, including providing individualized courses, providing personalized learning career management, reforming the company's performance appraisal system, improving communication with students and strengthening communication with parents, as well as designing targeted promotions measures, CEM system and optimization of organizational structure.
Keywords: 66Speak; customer churn rate; personalized service strategy; customer satisfaction; customer demand
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