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CS questions & minutes.xls
FunctionalAreaBestPracticeQuestion(English)Question(Chinese)No.Structure12345678910是否开发了电子渠道与大客户联系？11有Yes12是否掌握了客户来电一次性解决的数量？13一次性电话解决的比例？如没有统计，请估算一下。14About90%15161718只有部分客服人员有责任感。192021主信息来源是唯一的，共用一套营销系统。谁负责建立新客户主数据？谁负责数据更新？22客户中心人员是否可以获得最新的数据资料？23是。yesDoesthebra...
2025-05-04101305 KB49
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Billing questions & minutes.xls
FunctionalAreaBestPracticeQuestion(English)Question(Chinese)Performance12Howmanybillingpersonnel?有多少帐务人员？345678Isthereaseparatebillingdepartmentwithclearresponsibilityforbilling,ordothebillingpersonssitunderotherdepartmentsuchasMarketingSales?是否有一个独立的帐单部门专门负责帐单管理，或者帐务人员是属于营销部门和销售部门的？Whatisthestructureofthebillingdepartment?Forexample,aretherediff...
2025-05-047175.5 KB38
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AR questions & minutes.xls
BestPracticeOverviewStrategyAreallcreditandcollectionsdoneattheBOlevel?Isthereoneclearperson/departmentwhoisresponsibleforcreditandcollections?ROIDrivenCollections/ProfitMaximizationCollectionservicesandprocessesaredesignedsothatcustomerreceivablerecoveryratesaremeasuredandproactivelyimproved.Inboundandoutboundcustomerinteractionsarealsomatchedtocustomersegmentssothatpaymentbehaviorsandmarginsa...
2025-05-0469922.5 KB36
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CS questions & minutes.xlsVIP

Billing questions & minutes.xlsVIP

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CS questions & minutes.xls

Billing questions & minutes.xls

AR questions & minutes.xls