英语教学dissertation摘要演示：在线英语教学学校为例
12-14, 2015
通过个性化服务策略解决客户流失率高的问题--宁波在线英语教学学校为例
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口语是宁波电子商务技术公司2014年12月开始建立的子公司。在进行对过去不到3个月时间里的研究中发现，相比公司在今年8月,9月的销售增长率增长率，学生下降了25%。针对这种情况,作者进行了一次问卷调查，通过分析47份调查问卷,发现66口语有以下三个方面的主要问题。首先,66口语设置的培训课程未能满足客户的个人需求。第二,66口语未能有效地发现和鼓励学生的个人需求; 第三,66口语的管理层无法提高消费者满意度。
Table of Contents
Abstract.......................................................................................................................................3
1.0 引言Introduction...........................................................................................................................4
2.0公司信息和存在问题
Company information and problems....................................................................................6
2.1 公司信息Company information.....................................................................................................6
2.2 问卷结果Questionnaire results......................................................................................................6
2.3 存在问题Problems.......................................................................................................................10
3.0个性化服务策略Personalized service strategy..............................................................................................12
3.1 调整训练课程Adjust training courses.................................................................................................12
3.2 调整训练方法Adjust training methods................................................................................................13
3.3提供良好的学习职业生涯管理Provide good learning career management...................................................................14
3.4提高管理Improve management...................................................................................................16
4.0 66口语个性化服务项目实施成本和评价方案的程序 66Speak personalized service program implementation costs and evaluation scheme procedures.................................................................................................................................28
4.1 成本Costs.............................................................................................................................28
4.2评估方案Evaluation scheme........................................................................................................28#p#分页标题#e#
4.3实施步骤Implementation procedures..........................................................................................30
5.0 结论Conclusion..........................................................................................................................32
参考书目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口语是宁波电子商务技术公司2014年12月开始建立的子公司。在进行对过去不到3个月时间里的研究中发现，相比公司在今年8月,9月的销售增长率增长率，学生下降了25%。针对这种情况,作者进行了一次问卷调查，通过分析47份调查问卷,发现66口语有以下三个方面的主要问题。首先,66口语设置的培训课程未能满足客户的个人需求。第二,66口语未能有效地发现和鼓励学生的个人需求; 第三,66口语的管理层无法提高消费者满意度。
Table of Contents
Abstract.......................................................................................................................................3
1.0 引言Introduction...........................................................................................................................4
2.0公司信息和存在问题
Company information and problems....................................................................................6
2.1 公司信息Company information.....................................................................................................6
2.2 问卷结果Questionnaire results......................................................................................................6
2.3 存在问题Problems.......................................................................................................................10
3.0个性化服务策略Personalized service strategy..............................................................................................12
3.1 调整训练课程Adjust training courses.................................................................................................12
3.2 调整训练方法Adjust training methods................................................................................................13
3.3提供良好的学习职业生涯管理Provide good learning career management...................................................................14
3.4提高管理Improve management...................................................................................................16
4.0 66口语个性化服务项目实施成本和评价方案的程序 66Speak personalized service program implementation costs and evaluation scheme procedures.................................................................................................................................28
4.1 成本Costs.............................................................................................................................28
4.2评估方案Evaluation scheme........................................................................................................28#p#分页标题#e#
4.3实施步骤Implementation procedures..........................................................................................30
5.0 结论Conclusion..........................................................................................................................32
参考书目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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