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適合中小型企業穩建經營的實戰手冊
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VdMLR">《中小型企業敏捷實戰手冊》—為長期成功做好準備</h1><div class="sc-2a79ddc4-9 lcfxfO"><a target="_blank" rel="noopener noreferrer" href="https://d1eipm3vz40hy0.cloudfront.net/pdf/Agility_SMB_Playbook_v3_zhTW.pdf" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">立即下載<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 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hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-2a79ddc4-1 bEEqbX jOJqak" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><section class="container"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">為即將到來的未知提前做好準備，中小型企業需要對日新月異的客戶需求做出即時回應。這表示企業要靈活敏捷：不單是在這不尋常的今年，而是在未來的每一天每一年，設計團隊、流程和技術都要滿足相關需求。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">值得慶幸的是，日子終究會回歸正常—但公司更清楚地認識到，建立敏捷能力並隨著時間讓企業體質日益茁壯的重要性。</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">此《敏捷實戰手冊》包含來自近 4000 次的客戶體驗和客戶服務業務領導者、經理和代理的原始資料，針對小型企業需求，提供量身打造的建設性深入見解。</p></div></div></div></section><section id="section-6" class="accent-tofu"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 elZec 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在自助服務的雙贏局面下，主題專家（SME）的角色已經擴大——我們會娓娓道來。","title":"在自助服務經濟裡，每個人都是主題專家","tags":[],"resourceType":"blog","category":{"link":"/blog/tags/industries/","title":"行業","id":79},"subcategory":{"link":"/blog/tags/retail/","title":"零售","id":80},"key":"postBlock-202191111","publishedAt":"2021-10-21 23:34:36"},{"image":{"src":"http://d26a57ydsghvgx.cloudfront.net/content/blog/customer_service_terms.png","alt":""},"link":"/blog/customer-service-terms-everyone-know/","supertitle":null,"text":"客戶支援業務有時看起來好像有自己的一套語言。 在某些例子中，那些字詞對任何人來說都耳熟能詳——舉例來說「代理」或「自助服務」——但使用時的背景可以令他們有截然不同的意思。 另一些時候，你口中的客戶服務專有名詞甚至不是一個詞語，而是一堆簡稱—— 例如CSAT（客戶滿意度）、NPS（淨推薦值）、 KCS（知識為中心服務）等。 不論這些專有名詞用甚麼方式出現，它們的意思可能對團隊來說很明顯，也可能相反，全都取決於每個人的職責和經驗。","title":"每個人都需要知道的客戶服務字眼","tags":[],"resourceType":"blog","category":{"link":"/blog/tags/best-practices/","title":"最佳做法","id":75},"subcategory":{"link":"/blog/tags/customer-experience-best-practices/","title":"客戶體驗","id":76},"key":"postBlock-202191114","publishedAt":"2021-10-21 23:32:17"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/Customer+retention.png","alt":""},"link":"/blog/customer-retention/","supertitle":null,"text":"企業致力將營銷、社交媒體和品牌策略結合，從而吸引客戶。 你已經投資了長時間和人力物力（或許也包括金錢）去獲取客戶的信任。 你想留住客戶是非常合理的事。 這就是注重客戶保留率的策略派上用場的時候。 要改善客戶保留率，你需要審視整體的客戶體驗。 客戶體驗包括客戶與品牌的所有互動中有何想法和感覺。 與客戶之間的互動，例如解決支援工單，或品牌如何傳達自己的價值，是其中幾個可以影響品牌與買家關係的因素。 你想留住客戶，就需要創造一個順暢的體驗，讓客戶在過程中保持愉快。 然而，如果你讓客戶失望，將面臨流失客戶的危機，甚至來不及扭轉局面。 甚麼是客戶保留率？ 客戶保留率定義 客戶保留率指一家企業將客戶變成常客，並防止他們轉投競爭對手的能力。 它顯示了你的產品和服務質素能否取悅你的已有客戶。 它也是多數以訂閱為本的企業和服務供應商的命脈。 客戶保留策略是企業建立客戶忠誠度和改善客戶終身價值的過程和原動力。 保留客戶與獲取新客戶或潛在客戶不同。…","title":"甚麼是客戶保留率？ 11個保留客戶的策略","tags":[],"resourceType":"blog","category":{"link":"/blog/tags/best-practices/","title":"最佳做法","id":75},"subcategory":{"link":"/blog/tags/sales/","title":"銷售","id":73},"key":"postBlock-202191108","publishedAt":"2021-10-21 23:28:51"},{"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/CRM+process.jpg","alt":""},"link":"/blog/crm-process/","supertitle":null,"text":"CRM工具本身就是為團隊提供數據和功能，以執行相關策略——以及最終將潛在客戶變成真正客戶的工具。","title":"甚麼是CRM過程？ 五個關鍵步驟","tags":[],"resourceType":"blog","category":{"link":"/blog/tags/best-practices/","title":"最佳做法","id":75},"subcategory":{"link":"/blog/tags/sales/","title":"銷售","id":73},"key":"postBlock-202191095","publishedAt":"2021-10-13 15:27:34"}]},"attributes":{"_yoast_wpseo_sitemap-html-include":"-","_encloseme":"1","nav-title":"","article-custom-excerpt":"此《敏捷實戰手冊》包含來自近 4000 次的客戶體驗和客戶服務業務領導者、經理和代理的原始資料，針對小型企業需求，提供量身打造的建設性深入見解。","thumbnail-image":"","thumbnail-image-alt":"","blog-post-hierarchy":"Select One","blog-post-gated":"1","blog-post-gated-img":"https://d1eipm3vz40hy0.cloudfront.net/images/Headerimage1360x720SMBat2x.png","blog-post-gated-headline":"《中小型企業敏捷實戰手冊》—為長期成功做好準備","blog-post-gated-subheadline":"","blog-post-gated-content":"","blog-post-main-page-disable":"","blog-post-main-page-disable-checkbox-fix":"","blog-post-use-html":"1","sfdc-campaign-id":"7011E000001cBP3QAM","_edit_lock":"1695386573:4311","_edit_last":"4311","blog-post-load-wistia":"Select 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