{"id":70952,"date":"2023-09-08T07:12:32","date_gmt":"2023-09-08T11:12:32","guid":{"rendered":"http:\/\/ideascale.com\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e5%8f%8d%e9%a6%88%e7%ae%a1%e7%90%86\/"},"modified":"2024-01-29T07:53:45","modified_gmt":"2024-01-29T11:53:45","slug":"%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e5%8f%8d%e9%a6%88%e7%ae%a1%e7%90%86","status":"publish","type":"post","link":"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e5%8f%8d%e9%a6%88%e7%ae%a1%e7%90%86\/","title":{"rendered":"\u4ec0\u4e48\u662f\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\uff08CFM\uff09\uff1f \u5b9a\u4e49\u3001\u7cfb\u7edf\u3001\u6d41\u7a0b\u548c\u6700\u4f73\u505a\u6cd5"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right-small:0px;--awb-padding-left-small:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1248px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\" style=\"--awb-font-size:22px;\"><p><strong><b>\u76ee\u5f55<\/b><\/strong><\/p>\n<\/div><div class=\"awb-toc-el awb-toc-el--1\" data-awb-toc-id=\"1\" data-awb-toc-options=\"{&quot;allowed_heading_tags&quot;:{&quot;h2&quot;:0},&quot;ignore_headings&quot;:&quot;&quot;,&quot;ignore_headings_words&quot;:&quot;&quot;,&quot;enable_cache&quot;:&quot;yes&quot;,&quot;highlight_current_heading&quot;:&quot;no&quot;,&quot;hide_hidden_titles&quot;:&quot;yes&quot;,&quot;limit_container&quot;:&quot;all&quot;,&quot;select_custom_headings&quot;:&quot;&quot;,&quot;icon&quot;:&quot;fa-flag fas&quot;,&quot;counter_type&quot;:&quot;decimal&quot;}\" style=\"--awb-counter-type:counters(awb-toc, &quot;.&quot;, decimal) &quot;. &quot;;\"><div class=\"awb-toc-el__content\"><\/div><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-2\"><h2 id=\"toc_What_is_Customer_Feedback_Management_CFM\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u4ec0\u4e48\u662f\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\uff08CFM\uff09\uff1f<\/h2>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\uff08CFM\uff09\u88ab\u5b9a\u4e49\u4e3a\u4f01\u4e1a\u7528\u4e8e\u6536\u96c6\u3001\u5206\u6790\u5ba2\u6237\u53cd\u9988\u548c\u89c1\u89e3\u5e76\u91c7\u53d6\u76f8\u5e94\u884c\u52a8\u7684\u4e00\u5957\u7cfb\u7edf\u65b9\u6cd5\u548c\u6d41\u7a0b\u3002 CFM \u7684\u4e3b\u8981\u76ee\u6807\u662f\u6536\u96c6\u6709\u5173\u5ba2\u6237\u4f53\u9a8c\u3001\u610f\u89c1\u548c\u504f\u597d\u7684\u4fe1\u606f\uff0c\u4ee5\u6539\u8fdb\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u6574\u4f53\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002  <\/span><\/p>\n<p><strong>\u4ee5\u4e0b\u662f\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u7684\u51e0\u4e2a\u5173\u952e\u65b9\u9762\uff1a<\/strong><\/p>\n<ul>\n<li><b>\u6536\u96c6\u53cd\u9988\u610f\u89c1\uff1a  <\/b><span style=\"font-weight: 400;\">CFM \u5305\u62ec\u901a\u8fc7\u5404\u79cd\u6e20\u9053\u6536\u96c6\u5ba2\u6237\u53cd\u9988\uff0c\u5982\u8c03\u67e5\u3001\u53cd\u9988\u8868\u3001\u5728\u7ebf\u8bc4\u8bba\u3001\u793e\u4ea4\u5a92\u4f53\u8bc4\u8bba\u3001\u7535\u5b50\u90ae\u4ef6\u548c\u76f4\u63a5\u5bf9\u8bdd\u3002 \u4ece\u591a\u4e2a\u6e20\u9053\u6536\u96c6\u53cd\u9988\u4fe1\u606f\uff0c\u53ef\u4ee5\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u53cd\u9988\u5206\u6790\uff1a<\/b><span style=\"font-weight: 400;\"> \u4e00\u65e6\u6536\u96c6\u5230\u53cd\u9988\uff0c\u5c31\u9700\u8981\u5bf9\u5176\u8fdb\u884c\u5206\u6790\uff0c\u4ee5\u786e\u5b9a\u8d8b\u52bf\u3001\u6a21\u5f0f\u548c\u9700\u8981\u6539\u8fdb\u7684\u9886\u57df\u3002 \u8fd9\u79cd\u5206\u6790\u901a\u5e38\u5305\u62ec\u5bf9\u53cd\u9988\u8fdb\u884c\u5206\u7c7b\u3001\u60c5\u611f\u5206\u6790\u4ee5\u53ca\u786e\u5b9a\u91cd\u590d\u51fa\u73b0\u7684\u95ee\u9898\u6216\u5173\u6ce8\u70b9\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u53ef\u64cd\u4f5c\u7684\u89c1\u89e3\uff1a<\/b><span style=\"font-weight: 400;\"> CFM \u65e8\u5728\u4ece<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u4e2d\u63d0\u53d6\u53ef\u884c\u7684\u89c1\u89e3\u3002 \u8fd9\u610f\u5473\u7740\u8981\u5c06\u5ba2\u6237\u7684\u8bc4\u8bba\u548c\u610f\u89c1\u8f6c\u5316\u4e3a\u5177\u4f53\u7684\u6539\u8fdb\u6b65\u9aa4\u3002 \u4f01\u4e1a\u5229\u7528\u8fd9\u4e9b\u6d1e\u5bdf\u529b\uff0c\u5c31\u4ea7\u54c1\u6539\u8fdb\u3001\u670d\u52a1\u6539\u5584\u6216\u6d41\u7a0b\u53d8\u66f4\u505a\u51fa\u660e\u667a\u51b3\u7b56\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6301\u7eed\u6539\u8fdb\uff1a  <\/b><span style=\"font-weight: 400;\">CFM \u662f\u4e00\u4e2a\u6301\u7eed\u7684\u8fc7\u7a0b\u3002 \u8fd9\u5c31\u8981\u6c42\u6211\u4eec\u4e0d\u65ad\u503e\u542c\u5ba2\u6237\u7684\u5fc3\u58f0\uff0c\u9002\u5e94\u4ed6\u4eec\u4e0d\u65ad\u53d8\u5316\u7684\u9700\u6c42\u548c\u671f\u671b\u3002 \u4f01\u4e1a\u5229\u7528\u53cd\u9988\u6765\u5b8c\u5584\u6218\u7565\uff0c\u5e76\u968f\u7740\u65f6\u95f4\u7684\u63a8\u79fb\u4e0d\u65ad\u8fed\u4ee3\u6539\u8fdb\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u95ed\u73af\u53cd\u9988\uff1a<\/b><span style=\"font-weight: 400;\"> \u5728\u95ed\u73af\u53cd\u9988\u7cfb\u7edf\u4e2d\uff0c\u4f01\u4e1a\u4e0d\u4ec5\u8981\u6536\u96c6\u53cd\u9988\uff0c\u8fd8\u8981\u8ddf\u8fdb\u5ba2\u6237\uff0c\u89e3\u51b3\u4ed6\u4eec\u7684\u95ee\u9898\u6216\u80af\u5b9a\u4ed6\u4eec\u7684\u79ef\u6781\u53cd\u9988\u3002 \u8fd9\u4f53\u73b0\u4e86\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u627f\u8bfa\uff0c\u6709\u52a9\u4e8e\u5efa\u7acb\u5ba2\u6237\u5fe0\u8bda\u5ea6\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5ba2\u6237\u53c2\u4e0e\uff1a<\/b><span style=\"font-weight: 400;\">\u4e0e\u5ba2\u6237\u63a5\u89e6\uff0c\u6536\u96c6\u53cd\u9988\u610f\u89c1\uff0c\u8ba9\u4ed6\u4eec\u53c2\u4e0e\u6539\u8fdb\u8fc7\u7a0b\uff0c\u53ef\u4ee5\u57f9\u517b\u5408\u4f5c\u610f\u8bc6\uff0c\u63d0\u5347\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6d4b\u91cf\u548c\u5ea6\u91cf\uff1a<\/b><span style=\"font-weight: 400;\"> \u4f01\u4e1a\u901a\u5e38\u4f7f\u7528\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08KPI\uff09\u548c\u8861\u91cf\u6807\u51c6\u6765\u8861\u91cf\u5176 CFM \u5de5\u4f5c\u7684\u6709\u6548\u6027\u3002 \u8fd9\u4e9b\u6307\u6807\u53ef\u80fd\u5305\u62ec\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206\uff08NPS\uff09\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6\uff08CSAT\uff09\u5f97\u5206\u3001\u5ba2\u6237\u52aa\u529b\u5f97\u5206\uff08CES\uff09\u7b49\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6280\u672f\u548c\u5de5\u5177\uff1a<\/b><span style=\"font-weight: 400;\"> \u8bb8\u591a\u4f01\u4e1a\u4f7f\u7528\u4e13\u95e8\u7684 CFM \u8f6f\u4ef6\u548c\u5de5\u5177\u6765\u7b80\u5316\u53cd\u9988\u6536\u96c6\u3001\u5206\u6790\u548c\u62a5\u544a\u6d41\u7a0b\u3002 \u8fd9\u4e9b\u5de5\u5177\u53ef\u5e2e\u52a9\u5b9e\u73b0\u8c03\u67e5\u81ea\u52a8\u5316\u3001\u5206\u6790\u5927\u578b\u6570\u636e\u96c6\u548c\u751f\u6210\u62a5\u544a\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u5458\u5de5\u57f9\u8bad\u548c\u53c2\u4e0e\uff1a<\/b><span style=\"font-weight: 400;\"> \u4e0e\u5ba2\u6237\u4e92\u52a8\u7684\u5458\u5de5\u5728 CFM \u4e2d\u53d1\u6325\u7740\u81f3\u5173\u91cd\u8981\u7684\u4f5c\u7528\u3002 \u9700\u8981\u5bf9\u4ed6\u4eec\u8fdb\u884c\u6709\u6548\u6536\u96c6\u53cd\u9988\u7684\u57f9\u8bad\uff0c\u5e76\u9f13\u52b1\u4ed6\u4eec\u5c06\u5bf9\u5ba2\u6237\u7684\u89c1\u89e3\u4f20\u8fbe\u7ed9\u7ec4\u7ec7\u5185\u7684\u76f8\u5173\u56e2\u961f\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><b>\u6570\u636e\u9690\u79c1\u4e0e\u5408\u89c4\uff1a <\/b><span style=\"font-weight: 400;\">\u5fc5\u987b\u8c28\u614e\u5904\u7406<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\uff0c\u786e\u4fdd\u9075\u5b88\u6570\u636e\u9690\u79c1\u6cd5\u89c4\u5e76\u4fdd\u62a4\u5ba2\u6237\u4fe1\u606f\u3002<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u6709\u6548\u7684\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u589e\u5f3a\u5ba2\u6237\u5fe0\u8bda\u5ea6\uff0c\u6539\u5584\u4e1a\u52a1\u6210\u679c\u3002 \u901a\u8fc7\u503e\u542c\u5ba2\u6237\u7684\u610f\u89c1\u5e76\u6839\u636e\u4ed6\u4eec\u7684\u53cd\u9988\u91c7\u53d6\u884c\u52a8\uff0c\u4f01\u4e1a\u53ef\u4ee5\u5728\u7ade\u4e89\u6fc0\u70c8\u7684\u5e02\u573a\u4e2d\u9002\u5e94\u5e76\u53d1\u5c55\u58ee\u5927\u3002<\/span><\/p>\n<h2 id=\"toc_Customer_Feedback_Management_System\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u7cfb\u7edf<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58670 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-1-600x830.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-1-600x830.jpg\" alt=\"\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u7cfb\u7edf\" width=\"600\" height=\"830\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27830%27%20viewBox%3D%270%200%20600%20830%27%3E%3Crect%20width%3D%27600%27%20height%3D%27830%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-1-200x277.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-1-217x300.jpg 217w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-1-400x553.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-1-600x830.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-1.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u7cfb\u7edf\uff08CFMS\uff09\u662f\u4e00\u4e2a\u8f6f\u4ef6\u5e73\u53f0\u6216\u89e3\u51b3\u65b9\u6848\uff0c\u65e8\u5728\u4fc3\u8fdb\u5ba2\u6237\u53cd\u9988\u7684\u6536\u96c6\u3001\u5206\u6790\u548c\u7ba1\u7406\u3002 \u5b83\u4e3a\u4f01\u4e1a\u63d0\u4f9b\u4e86\u4ece\u5404\u79cd\u6765\u6e90\u6536\u96c6\u53cd\u9988\u3001\u5206\u6790\u6570\u636e\u4ee5\u53ca\u6839\u636e\u5ba2\u6237\u6d1e\u5bdf\u529b\u91c7\u53d6\u884c\u52a8\u7684\u5de5\u5177\u548c\u80fd\u529b\u3002 \u4ee5\u4e0b\u662f\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u7cfb\u7edf\u7684\u4e3b\u8981\u7ec4\u4ef6\u548c\u5178\u578b\u529f\u80fd\uff1a<\/span><\/p>\n<p><b>1.\u6536\u96c6\u53cd\u9988\uff1a<\/b><span style=\"font-weight: 400;\"> CFMS \u5141\u8bb8\u4f01\u4e1a\u901a\u8fc7\u591a\u79cd\u6e20\u9053\u6536\u96c6\u5ba2\u6237\u53cd\u9988\uff0c\u5305\u62ec\u5728\u7ebf\u8c03\u67e5\u3001\u7535\u5b50\u90ae\u4ef6\u8bf7\u6c42\u3001\u7f51\u7ad9\u53cd\u9988\u8868\u3001\u793e\u4ea4\u5a92\u4f53\u548c\u5e94\u7528\u7a0b\u5e8f\u5185\u7684\u53cd\u9988\u63d0\u793a\u3002 \u5b83\u8fd8\u53ef\u652f\u6301\u4ece\u7535\u8bdd\u6216\u9762\u5bf9\u9762\u4e92\u52a8\u7b49\u79bb\u7ebf\u6765\u6e90\u83b7\u53d6\u53cd\u9988\u3002<\/span><\/p>\n<p><b>2.\u591a\u6e20\u9053\u6574\u5408\uff1a  <\/b><span style=\"font-weight: 400;\">\u4e0e\u5404\u79cd\u4ea4\u6d41\u6e20\u9053\u548c\u63a5\u89e6\u70b9\u7684\u6574\u5408\u53ef\u786e\u4fdd\u4ece\u6240\u6709\u5ba2\u6237\u4e92\u52a8\u4e2d\u5168\u9762\u6536\u96c6\u53cd\u9988\u4fe1\u606f\u3002 \u8fd9\u5305\u62ec\u7535\u5b50\u90ae\u4ef6\u3001\u7f51\u7edc\u3001\u79fb\u52a8\u5e94\u7528\u7a0b\u5e8f\u3001\u804a\u5929\u3001\u793e\u4ea4\u5a92\u4f53\u7b49\u3002<\/span><\/p>\n<p><b>3.\u8c03\u67e5\u8bbe\u8ba1\u4e0e\u5206\u53d1\uff1a  <\/b><span style=\"font-weight: 400;\">CFMS \u901a\u5e38\u63d0\u4f9b\u521b\u5efa\u5b9a\u5236\u8c03\u67e5\u548c\u95ee\u5377\u7684\u5de5\u5177\u3002 \u4f01\u4e1a\u53ef\u4ee5\u6839\u636e\u81ea\u5df1\u7684\u5177\u4f53\u9700\u6c42\u548c\u76ee\u6807\u5ba2\u6237\u7fa4\u8bbe\u8ba1\u8c03\u67e5\u95ee\u5377\u3002<\/span><\/p>\n<p><b>4.\u5b9e\u65f6\u53cd\u9988\uff1a <\/b><span style=\"font-weight: 400;\">\u4e00\u4e9b CFMS \u89e3\u51b3\u65b9\u6848\u63d0\u4f9b\u5b9e\u65f6\u53cd\u9988\u6536\u96c6\u529f\u80fd\uff0c\u4f7f\u4f01\u4e1a\u80fd\u591f\u5728\u5ba2\u6237\u8868\u8fbe\u60c5\u611f\u548c\u610f\u89c1\u65f6\u7acb\u5373\u6355\u6349\u5230\u5b83\u4eec\u3002<\/span><\/p>\n<p><b>5.\u53cd\u9988\u5206\u6790\uff1a  <\/b><span style=\"font-weight: 400;\">\u7cfb\u7edf\u901a\u5e38\u5305\u62ec\u5206\u6790\u5de5\u5177\u548c\u4eea\u8868\u677f\uff0c\u5e2e\u52a9\u4f01\u4e1a\u7406\u89e3\u53cd\u9988\u6570\u636e\u3002 Features may include sentiment analysis, text mining, keyword tagging, and the ability to categorize feedback.<\/span><\/p>\n<p><b>6.\u62a5\u544a\u548c\u53ef\u89c6\u5316\uff1a<\/b><span style=\"font-weight: 400;\"> CFMS \u751f\u6210\u62a5\u544a\u548c\u53ef\u89c6\u5316\u4fe1\u606f\uff0c\u4ee5\u6e05\u6670\u3001\u53ef\u64cd\u4f5c\u7684\u683c\u5f0f\u5c55\u793a\u53cd\u9988\u6570\u636e\u3002 \u4f01\u4e1a\u53ef\u4ee5\u8ddf\u8e2a\u8d8b\u52bf\u3001\u67e5\u770b\u6458\u8981\u5e76\u6df1\u5165\u4e86\u89e3\u5177\u4f53\u7684\u53cd\u9988\u7ec6\u8282\u3002<\/span><\/p>\n<p><b>7.\u8b66\u62a5\u548c\u901a\u77e5\uff1a<\/b><span style=\"font-weight: 400;\"> \u4f01\u4e1a\u53ef\u4ee5\u8bbe\u7f6e\u8b66\u62a5\u548c\u901a\u77e5\uff0c\u4ee5\u4fbf\u5728\u5173\u952e\u53cd\u9988\u6216\u6ee1\u8db3\u7279\u5b9a\u6761\u4ef6\u65f6\u83b7\u5f97\u901a\u77e5\u3002 \u4f8b\u5982\uff0c\u5f53\u68c0\u6d4b\u5230<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u4e2d\u6709\u8d1f\u9762\u60c5\u7eea\u65f6\uff0c\u5c31\u4f1a\u6536\u5230\u8b66\u62a5\u3002<\/span><\/p>\n<p><b>8.\u95ed\u73af\u53cd\u9988\uff1a<\/b><span style=\"font-weight: 400;\">\u8bb8\u591a CFMS \u89e3\u51b3\u65b9\u6848\u90fd\u652f\u6301\u53cd\u9988\u95ed\u73af\u6d41\u7a0b\uff0c\u4f7f\u4f01\u4e1a\u80fd\u591f\u5bf9<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u505a\u51fa\u56de\u5e94\uff0c\u89e3\u51b3\u5ba2\u6237\u5173\u5fc3\u7684\u95ee\u9898\uff0c\u5e76\u5bf9\u5ba2\u6237\u8fdb\u884c\u8ddf\u8fdb\uff0c\u786e\u4fdd\u5ba2\u6237\u7684\u95ee\u9898\u5f97\u5230\u89e3\u51b3\u3002<\/span><\/p>\n<p><b>9.\u4e0e\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\u7cfb\u7edf\u548c\u5176\u4ed6\u7cfb\u7edf\u96c6\u6210\uff1a<\/b><span style=\"font-weight: 400;\">\u4e0e\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\uff08CRM\uff09\u7cfb\u7edf\u548c\u5176\u4ed6\u8f6f\u4ef6\u5de5\u5177\u6574\u5408\u540e\uff0c\u4f01\u4e1a\u53ef\u5c06\u53cd\u9988\u6570\u636e\u4e0e\u5ba2\u6237\u6863\u6848\u548c\u5176\u4ed6\u76f8\u5173\u4fe1\u606f\u8054\u7cfb\u8d77\u6765\u3002<\/span><\/p>\n<p><b>10.\u5ba2\u6237\u7ec6\u5206\uff1a <\/b><span style=\"font-weight: 400;\">\u6839\u636e\u5ba2\u6237\u7684\u53cd\u9988\u548c\u504f\u597d\u5bf9\u5ba2\u6237\u8fdb\u884c\u7ec6\u5206\u7684\u80fd\u529b\u6709\u52a9\u4e8e\u4f01\u4e1a\u9488\u5bf9\u7279\u5b9a\u5ba2\u6237\u7fa4\u91c7\u53d6\u9488\u5bf9\u6027\u7684\u5e94\u5bf9\u63aa\u65bd\u548c\u884c\u52a8\u3002<\/span><\/p>\n<p><b>11.\u7ee9\u6548\u6307\u6807\uff1a <\/b><span style=\"font-weight: 400;\">CFMS \u901a\u5e38\u5305\u62ec\u5185\u7f6e\u6307\u6807\uff0c\u5982\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206\uff08NPS\uff09\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6\uff08CSAT\uff09\u548c\u5ba2\u6237\u52aa\u529b\u7a0b\u5ea6\u5f97\u5206\uff08CES\uff09\uff0c\u4ee5\u8861\u91cf\u5ba2\u6237\u7684\u6574\u4f53\u60c5\u7eea\u548c\u5fe0\u8bda\u5ea6\u3002<\/span><\/p>\n<p><b>12.\u6570\u636e\u5b89\u5168\u4e0e\u5408\u89c4\uff1a  <\/b><span style=\"font-weight: 400;\">\u5f3a\u5927\u7684\u5b89\u5168\u529f\u80fd\u5bf9\u4e8e\u4fdd\u62a4\u654f\u611f\u7684\u5ba2\u6237\u6570\u636e\u81f3\u5173\u91cd\u8981\u3002 CFMS \u5e94\u9075\u5b88\u6570\u636e\u9690\u79c1\u6cd5\u89c4\uff0c\u63d0\u4f9b\u6570\u636e\u52a0\u5bc6\u548c\u5b89\u5168\u5b58\u50a8\u3002<\/span><\/p>\n<p><b>13.\u5b9a\u5236\u548c\u53ef\u6269\u5c55\u6027\uff1a <\/b><span style=\"font-weight: 400;\">CFMS \u89e3\u51b3\u65b9\u6848\u5e94\u53ef\u5b9a\u5236\uff0c\u4ee5\u9002\u5e94\u7279\u5b9a\u7684\u4e1a\u52a1\u9700\u6c42\uff0c\u5e76\u53ef\u6269\u5c55\uff0c\u4ee5\u9002\u5e94\u4e0d\u65ad\u589e\u957f\u7684\u53cd\u9988\u6570\u636e\u91cf\u3002<\/span><\/p>\n<p><b>14.\u7528\u6237\u53cb\u597d\u754c\u9762\uff1a<\/b><span style=\"font-weight: 400;\">\u7528\u6237\u53cb\u597d\u578b\u754c\u9762\u53ef\u786e\u4fdd\u6574\u4e2a\u7ec4\u7ec7\u7684\u5458\u5de5\u90fd\u80fd\u8f7b\u677e\u8bbf\u95ee\u548c\u4f7f\u7528\u7cfb\u7edf\u3002<\/span><\/p>\n<p><b>15.\u53cd\u9988\u8d8b\u52bf\u548c\u6d1e\u5bdf\u529b\uff1a<\/b><span style=\"font-weight: 400;\">\u7cfb\u7edf\u53ef\u63d0\u4f9b\u9ad8\u7ea7\u5206\u6790\u529f\u80fd\uff0c\u4ee5\u8bc6\u522b<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\u7684\u957f\u671f\u8d8b\u52bf\u3001\u6a21\u5f0f\u548c\u76f8\u5173\u6027\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u901a\u8fc7\u5b9e\u65bd\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u7cfb\u7edf\uff0c\u4f01\u4e1a\u53ef\u4ee5\u96c6\u4e2d\u5e76\u7b80\u5316\u53cd\u9988\u6d41\u7a0b\uff0c\u4ece\u800c\u66f4\u5bb9\u6613\u503e\u542c\u5ba2\u6237\u610f\u89c1\uff0c\u505a\u51fa\u6570\u636e\u9a71\u52a8\u7684\u51b3\u7b56\uff0c\u5e76\u6700\u7ec8\u63d0\u5347\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\uff1a<a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%ae%a2%e6%88%b7%e6%bb%a1%e6%84%8f%e5%ba%a6%e7%a0%94%e7%a9%b6\/\" rel=\"noopener\">\u4ec0\u4e48\u662f\u5ba2\u6237\u6ee1\u610f\u5ea6\u7814\u7a76\uff1f<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_Customer_Feedback_Management_Process\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u6d41\u7a0b<\/h2>\n<p><span style=\"font-weight: 400;\">\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\uff08CFM\uff09\u6d41\u7a0b\u662f\u4f01\u4e1a\u6709\u6548\u6536\u96c6\u3001\u5206\u6790\u548c\u5904\u7406<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u7684\u7ed3\u6784\u5316\u65b9\u6cd5\u3002 \u5b83\u6d89\u53ca\u51e0\u4e2a\u5173\u952e\u6b65\u9aa4\uff0c\u4ee5\u786e\u4fdd\u53cd\u9988\u88ab\u7528\u4e8e\u6539\u8fdb\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u6574\u4f53\u5ba2\u6237\u4f53\u9a8c\u3002 \u4e0b\u9762\u662f\u4e00\u4e2a\u5178\u578b\u7684 CFM \u6d41\u7a0b\uff1a<\/span><\/p>\n<p><b>1.\u6570\u636e\u6536\u96c6<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53cd\u9988\u6765\u6e90\uff1a\u786e\u5b9a<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u7684\u5404\u79cd\u6765\u6e90\uff0c\u5305\u62ec\u8c03\u67e5\u3001\u53cd\u9988\u8868\u3001\u5728\u7ebf\u8bc4\u8bba\u3001\u793e\u4ea4\u5a92\u4f53\u8bc4\u8bba\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u5ba2\u6237\u652f\u6301\u4e92\u52a8\u7b49\u3002 \u786e\u4fdd\u4ece\u591a\u4e2a\u63a5\u89e6\u70b9\u6536\u96c6\u53cd\u9988\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53cd\u9988\u6e20\u9053\uff1a\u786e\u5b9a\u6536\u96c6\u53cd\u9988\u7684\u6e20\u9053\uff0c\u5982\u7f51\u7edc\u8868\u683c\u3001\u7535\u5b50\u90ae\u4ef6\u8c03\u67e5\u3001\u7535\u8bdd\u6216\u73b0\u573a\u4e92\u52a8\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53cd\u9988\u7c7b\u578b\uff1a\u5c06\u53cd\u9988\u5206\u4e3a\u4e0d\u540c\u7c7b\u578b\uff0c\u5305\u62ec\u6b63\u9762\u53cd\u9988\u3001\u8d1f\u9762\u53cd\u9988\u3001\u5efa\u8bae\u4ee5\u53ca\u5177\u4f53\u95ee\u9898\u6216\u6295\u8bc9\u3002<\/span><\/li>\n<\/ul>\n<p><b>2.\u6536\u96c6\u53cd\u9988\u610f\u89c1<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u8bbe\u8ba1\u53cd\u9988\u673a\u5236\uff1a\u8bbe\u8ba1\u6e05\u6670\u3001\u7b80\u6d01\u5e76\u4e0e\u53cd\u9988\u76ee\u6807\u76f8\u5173\u7684\u8c03\u67e5\u6216\u53cd\u9988\u8868\u3002 \u786e\u4fdd\u95ee\u9898\u7684\u7ed3\u6784\u5408\u7406\uff0c\u4ee5\u5f15\u51fa\u53ef\u64cd\u4f5c\u7684\u56de\u7b54\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5206\u53d1\uff1a\u901a\u8fc7\u9009\u5b9a\u7684\u6e20\u9053\u5206\u53d1\u8c03\u67e5\u8868\u6216\u53cd\u9988\u8868\uff0c\u65b9\u4fbf\u5ba2\u6237\u83b7\u53d6\u3002 \u8003\u8651\u81ea\u52a8\u53d1\u9001\u7535\u5b50\u90ae\u4ef6\u8bf7\u6c42\u548c\u5728\u5e94\u7528\u7a0b\u5e8f\u4e2d\u63d0\u793a\u53cd\u9988\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5b9e\u65f6\u6536\u96c6\uff1a\u4e3a\u4e86\u83b7\u5f97\u5373\u65f6\u53cd\u9988\uff0c\u5e94\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5b9e\u65f6\u5206\u4eab\u60f3\u6cd5\u7684\u673a\u5236\uff0c\u5982\u804a\u5929\u652f\u6301\u6216\u6570\u5b57\u5e73\u53f0\u4e2d\u7684\u53cd\u9988\u6309\u94ae\u3002<\/span><\/li>\n<\/ul>\n<p><b>3.\u53cd\u9988\u5206\u6790<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u6570\u636e\u5904\u7406\uff1a\u4ee5\u5b89\u5168\u3001\u6709\u5e8f\u7684\u65b9\u5f0f\u6536\u96c6\u548c\u96c6\u4e2d\u53cd\u9988\u6570\u636e\u3002 \u5229\u7528\u6280\u672f\u548c\u8f6f\u4ef6\u5de5\u5177\u5b9e\u73b0\u6570\u636e\u6536\u96c6\u548c\u5904\u7406\u81ea\u52a8\u5316\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u60c5\u611f\u5206\u6790\uff1a\u5206\u6790\u53cd\u9988\u60c5\u7eea\uff0c\u8bc6\u522b\u6b63\u9762\u3001\u4e2d\u6027\u548c\u8d1f\u9762\u60c5\u7eea\u3002 \u6587\u672c\u5206\u6790\u5de5\u5177\u53ef\u5e2e\u52a9\u4ece\u975e\u7ed3\u6784\u5316\u53cd\u9988\u4e2d\u63d0\u53d6\u6d1e\u5bdf\u529b\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5206\u7c7b\uff1a\u6839\u636e\u4e3b\u9898\u3001\u8bdd\u9898\u6216\u95ee\u9898\u5bf9\u53cd\u9988\u8fdb\u884c\u5206\u7c7b\u3002 \u521b\u5efa\u6807\u7b7e\u6216\u6807\u8bb0\uff0c\u5e2e\u52a9\u5bf9\u53cd\u9988\u8fdb\u884c\u5206\u7c7b\uff0c\u4ee5\u4fbf\u8fdb\u4e00\u6b65\u5206\u6790\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u6839\u672c\u539f\u56e0\u5206\u6790\uff1a\u5bf9\u4e8e\u8d1f\u9762\u53cd\u9988\u6216\u53cd\u590d\u51fa\u73b0\u7684\u95ee\u9898\uff0c\u5e94\u6df1\u5165\u6316\u6398\uff0c\u627e\u51fa\u9700\u8981\u89e3\u51b3\u7684\u6839\u672c\u539f\u56e0\u3002<\/span><\/li>\n<\/ul>\n<p><b>4.\u53cd\u9988\u62a5\u544a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53ef\u89c6\u5316\uff1a\u4f7f\u7528\u56fe\u8868\u3001\u56fe\u5f62\u548c\u4eea\u8868\u76d8\uff0c\u4ee5\u6613\u4e8e\u7406\u89e3\u7684\u683c\u5f0f\u5c55\u793a\u53cd\u9988\u6570\u636e\uff0c\u7a81\u51fa\u5173\u952e\u89c1\u89e3\u548c\u8d8b\u52bf\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5173\u952e\u7ee9\u6548\u6307\u6807\u548c\u8861\u91cf\u6807\u51c6\uff1a\u5728\u62a5\u544a\u4e2d\u7eb3\u5165\u5173\u952e\u7ee9\u6548\u6307\u6807 (KPI)\uff0c\u5982\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206 (NPS)\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6 (CSAT) \u548c\u5ba2\u6237\u52aa\u529b\u7a0b\u5ea6\u5f97\u5206 (CES)\uff0c\u4ee5\u8861\u91cf\u6574\u4f53\u5ba2\u6237\u60c5\u7eea\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53ef\u64cd\u4f5c\u7684\u89c1\u89e3\uff1a\u603b\u7ed3\u8c03\u67e5\u7ed3\u679c\uff0c\u5e76\u5411\u7ec4\u7ec7\u5185\u7684\u76f8\u5173\u90e8\u95e8\u6216\u56e2\u961f\u63d0\u4f9b\u53ef\u884c\u7684\u5efa\u8bae\u3002<\/span><\/li>\n<\/ul>\n<p><b>5.\u884c\u52a8\u4e0e\u51b3\u8bae<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u786e\u5b9a\u4f18\u5148\u4e8b\u9879\uff1a\u6839\u636e\u5206\u6790\u7ed3\u679c\uff0c\u786e\u5b9a\u9700\u8981\u6539\u8fdb\u548c\u91c7\u53d6\u884c\u52a8\u7684\u9886\u57df\u7684\u4f18\u5148\u6b21\u5e8f\u3002 \u91cd\u70b9\u89e3\u51b3\u5f71\u54cd\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u7684\u5173\u952e\u95ee\u9898\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53cd\u9988\u56de\u8def\u95ed\u5408\uff1a\u5b9e\u65bd\u4e00\u5957\u6d41\u7a0b\u6765\u56de\u5e94\u5ba2\u6237\uff0c\u786e\u8ba4\u4ed6\u4eec\u7684\u53cd\u9988\u610f\u89c1\uff0c\u5e76\u4f20\u8fbe\u4e3a\u89e3\u51b3\u4ed6\u4eec\u7684\u95ee\u9898\u6240\u91c7\u53d6\u7684\u884c\u52a8\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u6301\u7eed\u6539\u8fdb\uff1a\u5c06<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u4f5c\u4e3a\u6301\u7eed\u6539\u8fdb\u7684\u50ac\u5316\u5242\u3002 \u4e0d\u65ad\u6539\u8fdb\u6d41\u7a0b\u3001\u4ea7\u54c1\u548c\u670d\u52a1\uff0c\u4ee5\u6ee1\u8db3\u4e0d\u65ad\u53d8\u5316\u7684\u5ba2\u6237\u9700\u6c42\u3002<\/span><\/li>\n<\/ul>\n<p><b>6.\u76d1\u6d4b\u548c\u6d4b\u91cf<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53cd\u9988\u8ddf\u8e2a\uff1a\u6301\u7eed\u76d1\u63a7\u548c\u8ddf\u8e2a\u53cd\u9988\u8d8b\u52bf\u548c\u53d8\u5316\u3002 \u786e\u4fdd\u6240\u91c7\u53d6\u7684\u884c\u52a8\u5bf9\u5ba2\u6237\u6ee1\u610f\u5ea6\u4ea7\u751f\u9884\u671f\u5f71\u54cd\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53cd\u9988\u6307\u6807\uff1a\u5b9a\u671f\u5ba1\u67e5\u53cd\u9988\u6307\u6807\u548c\u5173\u952e\u7ee9\u6548\u6307\u6807\uff0c\u4ee5\u8bc4\u4f30 CFM \u5de5\u4f5c\u7684\u6210\u6548\u3002<\/span><\/li>\n<\/ul>\n<p><b>7.\u5458\u5de5\u57f9\u8bad\u548c\u53c2\u4e0e<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u5458\u5de5\u53c2\u4e0e\uff1a\u57f9\u8bad\u4e0e\u5ba2\u6237\u4e92\u52a8\u7684\u5458\u5de5\uff0c\u8ba9\u4ed6\u4eec\u53c2\u4e0e\u53cd\u9988\u610f\u89c1\u7684\u6536\u96c6\u548c\u89e3\u51b3\u8fc7\u7a0b\u3002 \u5728\u7ec4\u7ec7\u5185\u90e8\u9f13\u52b1\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u6587\u5316\u3002<\/span><\/li>\n<\/ul>\n<p><b>8.\u6570\u636e\u9690\u79c1\u4e0e\u5408\u89c4<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u6570\u636e\u4fdd\u62a4\uff1a\u786e\u4fdd\u6309\u7167\u6570\u636e\u9690\u79c1\u6cd5\u89c4\u5904\u7406<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\uff0c\u786e\u4fdd\u5ba2\u6237\u4fe1\u606f\u5b89\u5168\u3002<\/span><\/li>\n<\/ul>\n<p><b>9.\u53cd\u9988\u56de\u8def\u95ed\u5408<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u8ddf\u8fdb\uff1a \u4e0e\u63d0\u4f9b\u53cd\u9988\u7684\u5ba2\u6237\u8054\u7cfb\uff0c\u786e\u4fdd\u4ed6\u4eec\u7684\u95ee\u9898\u5f97\u5230\u89e3\u51b3\uff0c\u5e76\u6536\u96c6\u4ed6\u4eec\u5bf9\u89e3\u51b3\u65b9\u6848\u4f53\u9a8c\u7684\u66f4\u591a\u610f\u89c1\u3002<\/span><\/li>\n<\/ul>\n<p><b>10.\u6587\u4ef6\u548c\u62a5\u544a<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u6587\u4ef6\u8bb0\u5f55\uff1a\u8bb0\u5f55\u6240\u6709<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u3001\u91c7\u53d6\u7684\u884c\u52a8\u53ca\u5176\u7ed3\u679c\uff0c\u4ee5\u4f9b\u65e5\u540e\u53c2\u8003\u548c\u5206\u6790\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u62a5\u544a\uff1a\u5b9a\u671f\u5411\u9886\u5bfc\u5c42\u548c\u5229\u76ca\u76f8\u5173\u8005\u62a5\u544a CFM \u5de5\u4f5c\u7684\u8fdb\u5c55\u60c5\u51b5\uff0c\u5c55\u793a\u5de5\u4f5c\u7684\u6539\u8fdb\u548c<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u7684\u4ef7\u503c\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-weight: 400;\">\u53cd\u9988\u6574\u5408\uff1a\u5c06\u53cd\u9988\u610f\u89c1\u7eb3\u5165\u7ec4\u7ec7\u7684\u51b3\u7b56\u8fc7\u7a0b\u3001\u4ea7\u54c1\u5f00\u53d1\u548c\u670d\u52a1\u6539\u8fdb\uff0c\u4ee5\u63a8\u52a8\u6301\u7eed\u6539\u8fdb\uff0c\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u901a\u8fc7\u9075\u5faa\u5b9a\u4e49\u660e\u786e\u7684\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u6d41\u7a0b\uff0c\u4f01\u4e1a\u4e0d\u4ec5\u53ef\u4ee5\u6536\u96c6\u548c\u5206\u6790\u53cd\u9988\uff0c\u8fd8\u53ef\u4ee5\u91c7\u53d6\u79ef\u6781\u63aa\u65bd\u89e3\u51b3\u5ba2\u6237\u5173\u5207\u7684\u95ee\u9898\uff0c\u63d0\u5347\u6574\u4f53\u5ba2\u6237\u4f53\u9a8c\u3002 \u8fd9\u79cd\u8fed\u4ee3\u8fc7\u7a0b\u6709\u52a9\u4e8e\u5efa\u7acb\u66f4\u7262\u56fa\u7684\u5ba2\u6237\u5173\u7cfb\uff0c\u63d0\u9ad8\u4e1a\u52a1\u7ee9\u6548\u3002<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>\u4e86\u89e3\u66f4\u591a\uff1a<a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e5%b8%82%e5%9c%ba%e7%a0%94%e7%a9%b6%e5%88%86%e6%9e%90\/\" rel=\"noopener\">\u4ec0\u4e48\u662f\u5e02\u573a\u7814\u7a76\u5206\u6790\uff1f<\/a><\/b><\/span><\/p>\n<h2 id=\"toc_20_Customer_Feedback_Management_Best_Practice\" class=\"\" style=\"--fontsize: 36; line-height: 1.25;\" data-fontsize=\"36\" data-lineheight=\"45px\">20 \u9879\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u6700\u4f73\u5b9e\u8df5<\/h2>\n<p><img decoding=\"async\" class=\"lazyload aligncenter wp-image-58671 size-fusion-600\" src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-2-600x422.jpg\" data-orig-src=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-2-600x422.jpg\" alt=\"\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u6700\u4f73\u5b9e\u8df5\" width=\"600\" height=\"422\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27600%27%20height%3D%27422%27%20viewBox%3D%270%200%20600%20422%27%3E%3Crect%20width%3D%27600%27%20height%3D%27422%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-2-200x141.jpg 200w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-2-300x211.jpg 300w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-2-400x281.jpg 400w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-2-600x422.jpg 600w, https:\/\/ideascale.com\/wp-content\/uploads\/2023\/09\/Customer-Feedback-Management-descriptive-2.jpg 715w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">\u5b9e\u65bd\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\uff08CFM\uff09\u7684\u6700\u4f73\u5b9e\u8df5\u5bf9\u4e8e\u6709\u6548\u6536\u96c6\u3001\u5206\u6790<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u5e76\u91c7\u53d6\u76f8\u5e94\u884c\u52a8\uff0c\u4ece\u800c\u63a8\u52a8\u4ea7\u54c1\u3001\u670d\u52a1\u548c\u6574\u4f53\u5ba2\u6237\u4f53\u9a8c\u7684\u6539\u5584\u81f3\u5173\u91cd\u8981\u3002 \u8fd9\u91cc\u6709\u51e0\u4e2a\u5173\u952e\u7684\u6700\u4f73\u505a\u6cd5\u9700\u8981\u7262\u8bb0\uff1a<\/span><\/p>\n<p><b>1.\u660e\u786e\u7684\u76ee\u6807<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u9996\u5148\u8981\u4e3a CFM \u8ba1\u5212\u8bbe\u5b9a\u660e\u786e\u800c\u5177\u4f53\u7684\u76ee\u6807\u3002 \u4e86\u89e3\u60a8\u5e0c\u671b\u901a\u8fc7<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u8fbe\u5230\u4ec0\u4e48\u76ee\u7684\uff0c\u662f\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3001\u51cf\u5c11\u5ba2\u6237\u6d41\u5931\uff0c\u8fd8\u662f\u589e\u5f3a\u4ea7\u54c1\u529f\u80fd\u3002<\/span><\/p>\n<p><b>2.\u591a\u6e20\u9053\u6536\u96c6\u53cd\u9988<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u4ece\u5404\u79cd\u6e20\u9053\u6536\u96c6\u53cd\u9988\uff0c\u5168\u9762\u4e86\u89e3\u5ba2\u6237\u7684\u611f\u53d7\u3002 \u8fd9\u5305\u62ec\u8c03\u67e5\u3001\u7535\u5b50\u90ae\u4ef6\u3001\u793e\u4ea4\u5a92\u4f53\u3001\u804a\u5929\u3001\u7535\u8bdd\u548c\u9762\u5bf9\u9762\u7684\u4e92\u52a8\u3002<\/span><\/p>\n<p><b>3.\u5b9e\u65f6\u53cd\u9988<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u63d0\u4f9b\u5b9e\u65f6\u53cd\u9988\u673a\u5236\uff0c\u4ee5\u4fbf\u5728\u4e92\u52a8\u540e\u7acb\u5373\u6355\u6349\u5ba2\u6237\u60c5\u7eea\uff0c\u5982\u8d2d\u4e70\u540e\u8c03\u67e5\u6216\u5e94\u7528\u5185\u53cd\u9988\u8868\u3002<\/span><\/p>\n<p><b>4.\u5b9a\u5236\u8c03\u67e5<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u6839\u636e\u60a8\u7684\u5177\u4f53\u76ee\u6807\u548c\u53d7\u4f17\u8bbe\u8ba1\u8c03\u67e5\u548c\u53cd\u9988\u8868\u3002 \u786e\u4fdd\u5b83\u4eec\u6e05\u6670\u660e\u4e86\u3002<\/span><\/p>\n<p><b>5.\u81ea\u52a8\u5316\u4e0e\u96c6\u6210<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5c3d\u53ef\u80fd\u5b9e\u73b0\u53cd\u9988\u6536\u96c6\u6d41\u7a0b\u81ea\u52a8\u5316\uff0c\u5e76\u5c06 CFM \u7cfb\u7edf\u4e0e CRM \u7b49\u5176\u4ed6\u4e1a\u52a1\u7cfb\u7edf\u96c6\u6210\uff0c\u4ee5\u4fbf\u5c06\u53cd\u9988\u4e0e\u5ba2\u6237\u8d44\u6599\u548c\u5386\u53f2\u8bb0\u5f55\u8054\u7cfb\u8d77\u6765\u3002<\/span><\/p>\n<p><b>6.\u6570\u636e\u9690\u79c1\u5408\u89c4<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5728\u6536\u96c6\u548c\u5b58\u50a8<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\u65f6\uff0c\u786e\u4fdd\u9075\u5b88\u6570\u636e\u9690\u79c1\u6cd5\u89c4\uff08\u5982 GDPR\u3001CCPA\uff09\u3002 \u5fc5\u8981\u65f6\u5f81\u5f97\u540c\u610f\u3002<\/span><\/p>\n<p><b>7.\u53cd\u9988\u5206\u6790<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u4f7f\u7528\u5148\u8fdb\u7684\u5206\u6790\u548c\u60c5\u611f\u5206\u6790\u5de5\u5177\uff0c\u4ece\u53cd\u9988\u6570\u636e\u4e2d\u83b7\u5f97\u66f4\u6df1\u5165\u7684\u89c1\u89e3\u3002 \u5bf9\u53cd\u9988\u610f\u89c1\u8fdb\u884c\u5206\u7c7b\uff0c\u4ee5\u786e\u5b9a\u91cd\u590d\u51fa\u73b0\u7684\u4e3b\u9898\u548c\u4f18\u5148\u884c\u52a8\u9879\u76ee\u3002<\/span><\/p>\n<p><b>8.\u95ed\u73af\u53cd\u9988<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5efa\u7acb\u53ca\u65f6\u786e\u8ba4\u548c\u56de\u5e94<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u7684\u6d41\u7a0b\u3002 \u8ddf\u8fdb\u5ba2\u6237\uff0c\u8ba9\u4ed6\u4eec\u77e5\u9053\u4ed6\u4eec\u7684\u53cd\u9988\u610f\u89c1\u5df2\u88ab\u542c\u53d6\u548c\u91c7\u7eb3\u3002<\/span><\/p>\n<p><b>9.\u8de8\u804c\u80fd\u5408\u4f5c<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u8ba9\u7ec4\u7ec7\u5185\u7684\u591a\u4e2a\u90e8\u95e8\uff08\u5982\u5ba2\u6237\u652f\u6301\u3001\u4ea7\u54c1\u5f00\u53d1\u3001\u5e02\u573a\u8425\u9500\uff09\u53c2\u4e0e CFM \u6d41\u7a0b\uff0c\u4ee5\u786e\u4fdd\u91c7\u7528\u6574\u4f53\u65b9\u6cd5\u8fdb\u884c\u6539\u8fdb\u3002<\/span><\/p>\n<p><b>10.\u5458\u5de5\u57f9\u8bad<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5bf9\u4e0e\u5ba2\u6237\u4e92\u52a8\u7684\u5458\u5de5\u8fdb\u884c\u57f9\u8bad\uff0c\u4f7f\u5176\u4e86\u89e3\u6536\u96c6\u548c\u89e3\u51b3\u53cd\u9988\u7684\u91cd\u8981\u6027\u3002 \u9f13\u52b1\u4ed6\u4eec\u5728\u4e92\u52a8\u8fc7\u7a0b\u4e2d\u79ef\u6781\u5f81\u6c42\u53cd\u9988\u610f\u89c1\u3002<\/span><\/p>\n<p><b>11.\u6301\u7eed\u6539\u8fdb<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5c06 CFM \u4f5c\u4e3a\u4e00\u4e2a\u6301\u7eed\u7684\u8fc7\u7a0b\u3002 \u5b9a\u671f\u68c0\u67e5\u53cd\u9988\u6307\u6807\uff0c\u8ddf\u8e2a\u8fdb\u5c55\u60c5\u51b5\uff0c\u5bf9\u4ea7\u54c1\u548c\u670d\u52a1\u8fdb\u884c\u8fed\u4ee3\u6539\u8fdb\u3002<\/span><\/p>\n<p><b>12.\u5ba2\u6237\u7ec6\u5206<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5bf9<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u6570\u636e\u8fdb\u884c\u5206\u7c7b\uff0c\u4ee5\u4fbf\u9488\u5bf9\u4e0d\u540c\u7684\u5ba2\u6237\u7fa4\u4f53\u91c7\u53d6\u76f8\u5e94\u7684\u5bf9\u7b56\u548c\u884c\u52a8\u3002 \u8981\u77e5\u9053\uff0c\u5e76\u975e\u6240\u6709\u7684\u53cd\u9988\u610f\u89c1\u90fd\u9002\u7528\u4e8e\u6240\u6709\u4eba\u3002<\/span><\/p>\n<p><b>13.\u53cd\u9988\u6307\u6807<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5229\u7528\u5173\u952e\u7ee9\u6548\u6307\u6807 (KPI)\uff0c\u5982\u51c0\u4fc3\u8fdb\u8005\u5f97\u5206 (NPS)\u3001\u5ba2\u6237\u6ee1\u610f\u5ea6 (CSAT) \u548c\u5ba2\u6237\u52aa\u529b\u7a0b\u5ea6\u5f97\u5206 (CES)\uff0c\u6765\u8861\u91cf\u5ba2\u6237\u7684\u6574\u4f53\u60c5\u7eea\u548c\u5fe0\u8bda\u5ea6\u3002<\/span><\/p>\n<p><b>14.\u57fa\u51c6<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5c06\u60a8\u7684 CFM \u6307\u6807\u548c\u53cd\u9988\u6027\u80fd\u4e0e\u884c\u4e1a\u57fa\u51c6\u548c\u7ade\u4e89\u5bf9\u624b\u8fdb\u884c\u6bd4\u8f83\uff0c\u4ece\u800c\u4ece\u66f4\u5e7f\u9614\u7684\u89c6\u89d2\u4e86\u89e3\u60a8\u7684\u5ba2\u6237\u4f53\u9a8c\u3002<\/span><\/p>\n<p><b>15.\u53cd\u9988\u900f\u660e\u5ea6<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u6839\u636e\u5ba2\u6237\u7684\u53cd\u9988\u91c7\u53d6\u76f8\u5e94\u7684\u884c\u52a8\uff0c\u5e76\u5bf9\u5ba2\u6237\u4fdd\u6301\u900f\u660e\u3002 \u8fd9\u65e2\u80fd\u5efa\u7acb\u4fe1\u4efb\uff0c\u53c8\u80fd\u8868\u660e\u5bf9\u6539\u8fdb\u5de5\u4f5c\u7684\u627f\u8bfa\u3002<\/span><\/p>\n<p><b>16.\u6587\u4ef6\u548c\u62a5\u544a<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5168\u9762\u8bb0\u5f55\u53cd\u9988\u610f\u89c1\u3001\u91c7\u53d6\u7684\u884c\u52a8\u53ca\u5176\u7ed3\u679c\u3002 \u5b9a\u671f\u5411\u5229\u76ca\u76f8\u5173\u65b9\u548c\u9886\u5bfc\u5c42\u62a5\u544a CFM \u6210\u679c\u3002<\/span><\/p>\n<p><b>17.\u53cd\u9988\u6574\u5408<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5c06\u53cd\u9988\u610f\u89c1\u7eb3\u5165\u6218\u7565\u51b3\u7b56\u6d41\u7a0b\u3002 \u5229\u7528<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u63a8\u52a8\u4ea7\u54c1\u6539\u8fdb\u3001\u670d\u52a1\u6539\u5584\u548c\u6574\u4f53\u4e1a\u52a1\u6218\u7565\u3002<\/span><\/p>\n<p><b>18.\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u6587\u5316<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u5728\u4f01\u4e1a\u5185\u90e8\u57f9\u517b\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u6587\u5316\uff0c\u8ba9\u6bcf\u4f4d\u5458\u5de5\u90fd\u4e86\u89e3<a href=\"https:\/\/ideascale.com\/blog\/what-is-customer-feedback\/\">\u5ba2\u6237\u53cd\u9988<\/a>\u7684\u91cd\u8981\u6027\u53ca\u5176\u5bf9\u4f01\u4e1a\u6210\u529f\u7684\u4f5c\u7528\u3002<\/span><\/p>\n<p><b>19.\u5ba2\u6237\u53cd\u9988\u95ed\u73af<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u786e\u4fdd\u53cd\u9988\u73af\u8def\u7684\u95ed\u5408\u4e0d\u4ec5\u662f\u4e00\u4e2a\u88ab\u52a8\u7684\u8fc7\u7a0b\uff0c\u4e5f\u662f\u4e00\u4e2a\u4e3b\u52a8\u7684\u8fc7\u7a0b\uff0c\u5728\u8fd9\u4e2a\u8fc7\u7a0b\u4e2d\uff0c\u4f60\u53ef\u4ee5\u6839\u636e\u53cd\u9988\u9884\u5148\u89e3\u51b3\u6f5c\u5728\u7684\u95ee\u9898\u3002<\/span><\/p>\n<p><b>20.\u6301\u7eed\u5b66\u4e60<\/b><\/p>\n<p><span style=\"font-weight: 400;\">\u968f\u65f6\u4e86\u89e3\u884c\u4e1a\u8d8b\u52bf\u3001\u5ba2\u6237\u504f\u597d\u548c\u65b0\u5174\u6280\u672f\uff0c\u4ee5\u4fbf\u76f8\u5e94\u8c03\u6574 CFM \u5b9e\u8df5\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u901a\u8fc7\u5b9e\u65bd\u8fd9\u4e9b\u6700\u4f73\u5b9e\u8df5\uff0c\u60a8\u53ef\u4ee5\u5efa\u7acb\u4e00\u4e2a\u5f3a\u5927\u7684\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\u8ba1\u5212\uff0c\u8be5\u8ba1\u5212\u4e0d\u4ec5\u80fd\u503e\u542c\u5ba2\u6237\u7684\u610f\u89c1\uff0c\u8fd8\u80fd\u5229\u7528\u4ed6\u4eec\u7684\u6d1e\u5bdf\u529b\u63a8\u52a8\u6301\u7eed\u6539\u8fdb\u548c\u4e1a\u52a1\u6210\u529f\u3002<\/span><\/p>\n<p><span data-sheets-value=\"\" data-sheets-userformat=\"\" data-sheets-textstyleruns=\"\uee10\" data-sheets-hyperlinkruns=\"\uee10\"><b>\u4e86\u89e3\u66f4\u591a\u4fe1\u606f\uff1a<a class=\"in-cell-link\" href=\"https:\/\/ideascale.com\/zh-hans\/%e5%8d%9a%e5%ae%a2\/%e4%bb%80%e4%b9%88%e6%98%af%e7%ab%9e%e4%ba%89%e6%80%a7%e7%a0%94%e7%a9%b6\/\" rel=\"noopener\">\u4ec0\u4e48\u662f\u7ade\u4e89\u529b\u7814\u7a76\uff1f<\/a><\/b><\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":72,"featured_media":70953,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3238],"tags":[],"contributor":[3342],"class_list":["post-70952","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-3238","contributor-3342"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u4ec0\u4e48\u662f\u5ba2\u6237\u53cd\u9988\u7ba1\u7406\uff08CFM\uff09\uff1f \u5b9a\u4e49\u3001\u7cfb\u7edf\u3001\u6d41\u7a0b\u548c\u6700\u4f73\u505a\u6cd5<\/title>\n<meta name=\"description\" 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