List

Contact Rate 35

....

Cold List

Relationship
DM

Product
DM

25

NeedWant

PDA

26

2002

100 150

27

28

10

29

90%

10

30~40

41~50

80

20

10

100

10

100

10~30

3060

60

10

20

70

40

40

20

30

--

1.

2.

3.

31

4.

1.

2.

3.

1.

32

2.

33

4.

CTIComputer Telephone
Integration

34

22

28

37

48
17,280,000

1. 60
20
1
2.28-22X 1 X 20,000 1,200
1,200 X 60 X 20 X 12 17,280,000

CTI

35

CTI

Second RunThird Run

CRM

CRM

5.

36

(1).

20
50 22 40 20
50

88
60

22 40

( 1) / /

(2) X
X
3 /

(1) 30 /
0.08 / 0.55

37

1,090

(2) 1,090 X 10

=130,800

X 12
(3) 130,800 /

327,000

0.4

32 10

(2).

38

60 120

(3).

39


30 35
20

30--35

6.
(1).

3,000
3,000
7.

40

1 5

4.6

4.5

4.4

3.7

3.6

3.2

2.9

2.8

1.5

Datamonitor

10

Knowledge
Attitude

Skill

Habit

41

 1 5

10

1.
(1).
Knowledge

--

--

42

(2).Attitude

--

--

(3).Skill

Michael Argyle Communications

4.3

43


HOW

WHAT

55
38
7

8%

37%

55%

--

(4).Habit

1
2
3

44


(5)Call Volume

2.

(1).

100 10
100 10
500
50
50 500

(2).

30
15
15

45

(3).

--

46