{"id":181,"date":"2026-04-01T19:19:32","date_gmt":"2026-04-01T19:19:32","guid":{"rendered":"https:\/\/www.hi-posts.com\/cn\/measuring-success-kpis-for-customer-journey-map\/"},"modified":"2026-04-01T19:19:32","modified_gmt":"2026-04-01T19:19:32","slug":"measuring-success-kpis-for-customer-journey-map","status":"publish","type":"post","link":"https:\/\/www.hi-posts.com\/cn\/measuring-success-kpis-for-customer-journey-map\/","title":{"rendered":"\u8861\u91cf\u6210\u529f\uff1a\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807"},"content":{"rendered":"<p>\u521b\u5efa\u5ba2\u6237\u4e0e\u60a8\u7684\u54c1\u724c\u4e92\u52a8\u65b9\u5f0f\u7684\u89c6\u89c9\u5316\u5448\u73b0\u662f\u4e00\u4e2a\u91cd\u8981\u7684\u6b65\u9aa4\u3002\u7136\u800c\uff0c\u6ca1\u6709\u6307\u5357\u9488\u7684\u5730\u56fe\u6beb\u65e0\u65b9\u5411\u3002\u8981\u771f\u6b63\u4e86\u89e3\u5ba2\u6237\u65c5\u7a0b\u7684\u6709\u6548\u6027\uff0c\u60a8\u5fc5\u987b\u5bf9\u5176\u8fdb\u884c\u8861\u91cf\u3002\u8fd9\u4e00\u8fc7\u7a0b\u5305\u62ec\u9009\u62e9\u4e0e\u60a8\u6240\u7ed8\u5236\u4f53\u9a8c\u7684\u7279\u5b9a\u9636\u6bb5\u76f8\u5339\u914d\u7684\u6b63\u786e\u5173\u952e\u7ee9\u6548\u6307\u6807\uff08KPI\uff09\u3002<\/p>\n<p>\u8bb8\u591a\u7ec4\u7ec7\u6b62\u6b65\u4e8e\u56fe\u8868\u3002\u4ed6\u4eec\u7ed8\u5236\u51fa\u63a5\u89e6\u70b9\u540e\u4fbf\u8ba4\u4e3a\u5de5\u4f5c\u5df2\u5b8c\u6210\u3002\u4e8b\u5b9e\u4e0a\uff0c\u771f\u6b63\u7684\u4ef7\u503c\u5728\u4e8e\u6cbf\u7740\u8fd9\u4e00\u8def\u5f84\u6240\u6536\u96c6\u7684\u6570\u636e\u3002\u901a\u8fc7\u8ddf\u8e2a\u7279\u5b9a\u6307\u6807\uff0c\u60a8\u53ef\u4ee5\u5c06\u4e00\u4efd\u9759\u6001\u6587\u6863\u8f6c\u53d8\u4e3a\u52a8\u6001\u7b56\u7565\u3002\u672c\u6307\u5357\u8be6\u7ec6\u8bf4\u660e\u4e86\u5982\u4f55\u8bc6\u522b\u3001\u5b9e\u65bd\u5e76\u5229\u7528KPI\u6765\u9a8c\u8bc1\u60a8\u7684\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u5de5\u4f5c\u3002<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img alt=\"Cute pastel kawaii infographic illustrating the 5-stage customer journey map with key performance indicators: Awareness (organic traffic, social engagement, bounce rate), Consideration (time on page, content downloads, multi-channel interaction), Conversion (conversion rate, cart abandonment, checkout time), Retention (CLV, churn rate, repeat purchases), and Advocacy (NPS, referrals, reviews). Features rounded vector icons, a friendly compass mascot, quantitative vs qualitative metric legends, and an iteration cycle diagram, all in soft pink, mint, lavender, peach, and baby blue tones with simplified shapes and playful typography.\" decoding=\"async\" src=\"https:\/\/www.hi-posts.com\/wp-content\/uploads\/2026\/04\/kawaii-customer-journey-kpis-infographic.jpg\"\/><\/figure>\n<\/div>\n<h2>\u4e3a\u4ec0\u4e48\u5728\u65c5\u7a0b\u5730\u56fe\u4e2d\u6d4b\u91cf\u81f3\u5173\u91cd\u8981 \ud83d\udcc9<\/h2>\n<p>\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u672c\u8d28\u4e0a\u662f\u4e00\u79cd\u5047\u8bbe\u3002\u5b83\u4ee3\u8868\u4e86\u60a8\u8ba4\u4e3a<em>\u60a8\u8ba4\u4e3a<\/em>\u5ba2\u6237\u5728\u6bcf\u4e2a\u9636\u6bb5\u6240\u7ecf\u5386\u3001\u611f\u53d7\u548c\u91c7\u53d6\u7684\u884c\u4e3a\u3002\u5982\u679c\u6ca1\u6709\u6d4b\u91cf\uff0c\u8fd9\u4e00\u5047\u8bbe\u5c31\u65e0\u6cd5\u5f97\u5230\u9a8c\u8bc1\u3002\u9664\u975e\u60a8\u5728\u8be5\u7279\u5b9a\u63a5\u89e6\u70b9\u6d4b\u91cf\u8f6c\u5316\u7387\uff0c\u5426\u5219\u65e0\u6cd5\u786e\u5b9a\u5730\u56fe\u4e2d\u8bc6\u522b\u51fa\u7684\u6469\u64e6\u70b9\u662f\u5426\u771f\u7684\u5bfc\u81f4\u6d41\u5931\u3002<\/p>\n<p>\u5b9e\u65bdKPI\u5177\u6709\u4e09\u5927\u4e3b\u8981\u529f\u80fd\uff1a<\/p>\n<ul>\n<li><strong>\u9a8c\u8bc1\uff1a<\/strong>\u5b83\u786e\u8ba4\u60a8\u5bf9\u7528\u6237\u884c\u4e3a\u7684\u5047\u8bbe\u662f\u5426\u4e0e\u73b0\u5b9e\u76f8\u7b26\u3002<\/li>\n<li><strong>\u4f18\u5316\uff1a<\/strong>\u5b83\u6307\u51fa\u4e86\u65c5\u7a0b\u4e2d\u65ad\u7684\u5730\u65b9\uff0c\u4ece\u800c\u80fd\u591f\u8fdb\u884c\u6709\u9488\u5bf9\u6027\u7684\u6539\u8fdb\u3002<\/li>\n<li><strong>\u5bf9\u9f50\uff1a<\/strong>\u5b83\u786e\u4fdd\u4e0d\u540c\u90e8\u95e8\uff08\u9500\u552e\u3001\u652f\u6301\u3001\u5e02\u573a\uff09\u90fd\u5728\u8ddf\u8e2a\u76f8\u540c\u7684\u6210\u529f\u6307\u6807\u3002<\/li>\n<\/ul>\n<p>\u5f53\u60a8\u8861\u91cf\u65c5\u7a0b\u65f6\uff0c\u60a8\u5c31\u4ece\u731c\u6d4b\u8f6c\u5411\u4e86\u8ba4\u77e5\u3002\u8fd9\u79cd\u8f6c\u53d8\u4f7f\u8d44\u6e90\u5206\u914d\u80fd\u591f\u57fa\u4e8e\u8bc1\u636e\u800c\u975e\u76f4\u89c9\u3002<\/p>\n<h2>\u7406\u89e3\u4e24\u79cd\u7c7b\u578b\u7684\u6307\u6807 \ud83d\udd0d<\/h2>\n<p>\u4e3a\u4e86\u83b7\u5f97\u5b8c\u6574\u7684\u56fe\u666f\uff0c\u60a8\u9700\u8981\u5e73\u8861\u5b9a\u91cf\u6570\u636e\u4e0e\u5b9a\u6027\u6d1e\u5bdf\u3002\u4f9d\u8d56\u5176\u4e2d\u4efb\u4f55\u4e00\u79cd\u90fd\u4f1a\u9020\u6210\u76f2\u70b9\u3002\u5b9a\u91cf\u6307\u6807\u544a\u8bc9\u60a8<em>\u53d1\u751f\u4e86\u4ec0\u4e48<\/em>\u6b63\u5728\u53d1\u751f\u4ec0\u4e48\uff0c\u800c\u5b9a\u6027\u6570\u636e\u5219\u89e3\u91ca\u4e86<em>\u4e3a\u4ec0\u4e48\u4f1a\u53d1\u751f<\/em>\u7684\u539f\u56e0\u3002<\/p>\n<h3>\u5b9a\u91cf\u6307\u6807<\/h3>\n<p>\u8fd9\u4e9b\u662f\u4ece\u7cfb\u7edf\u65e5\u5fd7\u3001\u4ea4\u6613\u8bb0\u5f55\u548c\u5206\u6790\u5e73\u53f0\u4e2d\u5f97\u51fa\u7684\u6570\u503c\u3002\u5b83\u4eec\u662f\u5ba2\u89c2\u7684\uff0c\u4e14\u6613\u4e8e\u968f\u65f6\u95f4\u8ffd\u8e2a\u3002\u5e38\u89c1\u7684\u4f8b\u5b50\u5305\u62ec\uff1a<\/p>\n<ul>\n<li>\u6bcf\u6b21\u4f1a\u8bdd\u7684\u9875\u9762\u6d4f\u89c8\u91cf<\/li>\n<li>\u8d2d\u7269\u8f66\u653e\u5f03\u7387<\/li>\n<li>\u5728\u7279\u5b9a\u9875\u9762\u4e0a\u82b1\u8d39\u7684\u65f6\u95f4<\/li>\n<li>\u6253\u5f00\u7684\u652f\u6301\u5de5\u5355\u6570\u91cf<\/li>\n<li>\u6f0f\u6597\u5404\u9636\u6bb5\u7684\u8f6c\u5316\u7387<\/li>\n<\/ul>\n<h3>\u5b9a\u6027\u6307\u6807<\/h3>\n<p>\u8fd9\u4e9b\u6307\u6807\u6355\u6349\u4e86\u4f53\u9a8c\u4e2d\u7684\u4eba\u6027\u56e0\u7d20\u3002\u5b83\u4eec\u901a\u5e38\u662f\u4e3b\u89c2\u7684\uff0c\u9700\u8981\u5bf9\u6587\u672c\u6216\u60c5\u611f\u8fdb\u884c\u5206\u6790\u3002\u8fd9\u4e9b\u5bf9\u4e8e\u7406\u89e3\u5ba2\u6237\u7684\u5fc3\u7406\u72b6\u6001\u81f3\u5173\u91cd\u8981\u3002<\/p>\n<ul>\n<li>\u5ba2\u6237\u6ee1\u610f\u5ea6\u8bc4\u5206\uff08CSAT\uff09<\/li>\n<li>\u51c0\u63a8\u8350\u503c\uff08NPS\uff09<\/li>\n<li>\u5ba2\u6237\u52aa\u529b\u5ea6\u8bc4\u5206\uff08CES\uff09<\/li>\n<li>\u5f00\u653e\u5f0f\u95ee\u5377\u53cd\u9988<\/li>\n<li>\u793e\u4ea4\u5a92\u4f53\u63d0\u53ca\u7684\u60c5\u611f\u5206\u6790<\/li>\n<\/ul>\n<p>\u4e0b\u88681\u603b\u7ed3\u4e86\u8fd9\u4e24\u79cd\u6570\u636e\u5728\u65c5\u7a0b\u4e0d\u540c\u9636\u6bb5\u7684\u4e92\u52a8\u65b9\u5f0f\u3002<\/p>\n<table border=\"1\" cellpadding=\"5\" cellspacing=\"0\">\n<thead>\n<tr>\n<th>\u9636\u6bb5<\/th>\n<th>\u5b9a\u91cf\u5173\u6ce8\u70b9<\/th>\n<th>\u5b9a\u6027\u5173\u6ce8\u70b9<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>\u8ba4\u77e5<\/td>\n<td>\u6d41\u91cf\u6765\u6e90\uff0c\u70b9\u51fb\u7387<\/td>\n<td>\u54c1\u724c\u8ba4\u77e5\uff0c\u521d\u59cb\u60c5\u611f<\/td>\n<\/tr>\n<tr>\n<td>\u8003\u8651<\/td>\n<td>\u7f51\u7ad9\u505c\u7559\u65f6\u95f4\uff0c\u5185\u5bb9\u4e0b\u8f7d\u91cf<\/td>\n<td>\u4fe1\u4efb\u6c34\u5e73\uff0c\u63d0\u51fa\u7684\u95ee\u9898<\/td>\n<\/tr>\n<tr>\n<td>\u8f6c\u5316<\/td>\n<td>\u8d2d\u7269\u8f66\u5b8c\u6210\u7387\uff0c\u6ce8\u518c\u7387<\/td>\n<td>\u6469\u64e6\u70b9\uff0c\u51b3\u7b56\u4fe1\u5fc3<\/td>\n<\/tr>\n<tr>\n<td>\u7559\u5b58<\/td>\n<td>\u590d\u8d2d\u7387\uff0c\u6d41\u5931\u7387<\/td>\n<td>\u5fe0\u8bda\u5ea6\uff0c\u652f\u6301\u6ee1\u610f\u5ea6<\/td>\n<\/tr>\n<tr>\n<td>\u5021\u5bfc<\/td>\n<td>\u63a8\u8350\u6570\u91cf\uff0c\u793e\u4ea4\u5206\u4eab<\/td>\n<td>\u54c1\u724c\u5021\u5bfc\uff0c\u53e3\u7891\u4f20\u64ad<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2>\u65c5\u7a0b\u5404\u9636\u6bb5\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807 \ud83d\udee3\ufe0f<\/h2>\n<p>\u9009\u62e9\u5408\u9002\u7684KPI\u5b8c\u5168\u53d6\u51b3\u4e8e\u5ba2\u6237\u5728\u5176\u751f\u547d\u5468\u671f\u4e2d\u7684\u4f4d\u7f6e\u3002\u5728\u6f0f\u6597\u9876\u7aef\u91cd\u8981\u7684\u6307\u6807\u5728\u5e95\u90e8\u53ef\u80fd\u6beb\u65e0\u610f\u4e49\u3002\u4ee5\u4e0b\u662f\u5404\u9636\u6bb5\u5173\u952e\u6307\u6807\u7684\u8be6\u7ec6\u8bf4\u660e\u3002<\/p>\n<h3>1. \u8ba4\u77e5\u9636\u6bb5<\/h3>\n<p>\u6b64\u9636\u6bb5\u6d89\u53ca\u5ba2\u6237\u610f\u8bc6\u5230\u81ea\u5df1\u5b58\u5728\u95ee\u9898\uff0c\u5e76\u53d1\u73b0\u60a8\u7684\u54c1\u724c\u662f\u6f5c\u5728\u7684\u89e3\u51b3\u65b9\u6848\u3002\u6b64\u9636\u6bb5\u7684\u76ee\u6807\u662f\u8986\u76d6\u9762\u548c\u76f8\u5173\u6027\u3002<\/p>\n<ul>\n<li><strong>\u81ea\u7136\u6d41\u91cf\u589e\u957f\uff1a<\/strong>\u8861\u91cf\u5728\u6ca1\u6709\u4ed8\u8d39\u63a8\u5e7f\u7684\u60c5\u51b5\u4e0b\u6709\u591a\u5c11\u7528\u6237\u627e\u5230\u60a8\u3002\u8fd9\u8868\u660e\u641c\u7d22\u5f15\u64ce\u4f18\u5316\u548c\u5185\u5bb9\u8d28\u91cf\u90fd\u5f88\u5f3a\u3002<\/li>\n<li><strong>\u793e\u4ea4\u53c2\u4e0e\u7387\uff1a<\/strong> \u8868\u793a\u60a8\u7684\u4fe1\u606f\u5728\u7528\u6237\u8bbf\u95ee\u60a8\u7684\u7f51\u7ad9\u4e4b\u524d\uff0c\u4e0e\u53d7\u4f17\u7684\u5171\u9e23\u7a0b\u5ea6\u3002<\/li>\n<li><strong> \u8df3\u51fa\u7387\uff1a<\/strong> \u5982\u679c\u7528\u6237\u8bbf\u95ee\u60a8\u7684\u7f51\u7ad9\u540e\u7acb\u5373\u79bb\u5f00\uff0c\u8bf4\u660e\u60a8\u7684\u4fe1\u606f\u53ef\u80fd\u4e0e\u4ed6\u4eec\u7684\u610f\u56fe\u4e0d\u7b26\u3002<\/li>\n<\/ul>\n<h3>2. \u8003\u8651\u9636\u6bb5<\/h3>\n<p>\u73b0\u5728\u5ba2\u6237\u6b63\u5728\u8bc4\u4f30\u9009\u9879\uff0c\u4ed6\u4eec\u6b63\u5728\u5c06\u60a8\u4e0e\u7ade\u4e89\u5bf9\u624b\u8fdb\u884c\u6bd4\u8f83\u3002\u76ee\u6807\u662f\u63d0\u4f9b\u6e05\u6670\u7684\u4fe1\u606f\u5e76\u5efa\u7acb\u4fe1\u4efb\u3002<\/p>\n<ul>\n<li><strong>\u9875\u9762\u505c\u7559\u65f6\u95f4\uff1a<\/strong> \u5728\u5bf9\u6bd4\u9875\u6216\u4ea7\u54c1\u9875\u4e0a\u505c\u7559\u65f6\u95f4\u8f83\u957f\uff0c\u8868\u660e\u7528\u6237\u5174\u8da3\u6d53\u539a\u3002<\/li>\n<li><strong>\u5185\u5bb9\u6d88\u8017\u91cf\uff1a<\/strong> \u8ddf\u8e2a\u6709\u591a\u5c11\u8d44\u6e90\uff08\u767d\u76ae\u4e66\u3001\u7f51\u7edc\u7814\u8ba8\u4f1a\uff09\u88ab\u4e0b\u8f7d\u3002<\/li>\n<li><strong>\u591a\u6e20\u9053\u4e92\u52a8\uff1a<\/strong> \u7edf\u8ba1\u7528\u6237\u5728\u8f6c\u5316\u524d\u4e0e\u591a\u5c11\u4e2a\u89e6\u70b9\u8fdb\u884c\u4e92\u52a8\u3002\u9ad8\u4e92\u52a8\u901a\u5e38\u4e0e\u66f4\u9ad8\u7684\u610f\u56fe\u76f8\u5173\u3002<\/li>\n<\/ul>\n<h3>3. \u8f6c\u5316\u9636\u6bb5<\/h3>\n<p>\u8fd9\u662f\u4ea4\u6613\u53d1\u751f\u7684\u5173\u952e\u70b9\u3002\u76ee\u6807\u662f\u63d0\u9ad8\u6548\u7387\u5e76\u6d88\u9664\u969c\u788d\u3002<\/p>\n<ul>\n<li><strong>\u8f6c\u5316\u7387\uff1a<\/strong> \u5b8c\u6210\u9884\u671f\u64cd\u4f5c\u7684\u8bbf\u95ee\u8005\u6240\u5360\u7684\u767e\u5206\u6bd4\u3002<\/li>\n<li><strong>\u8d2d\u7269\u8f66\u653e\u5f03\u7387\uff1a<\/strong> \u7279\u522b\u9488\u5bf9\u7535\u5b50\u5546\u52a1\uff0c\u8fd9\u80fd\u6307\u51fa\u6d41\u7a0b\u5728\u4f55\u5904\u505c\u6ede\u3002<\/li>\n<li><strong>\u7ed3\u8d26\u65f6\u95f4\uff1a<\/strong> \u5728\u786e\u4fdd\u5b89\u5168\u7684\u524d\u63d0\u4e0b\uff0c\u8d8a\u5feb\u8d8a\u597d\u3002<\/li>\n<li><strong>\u9996\u6b21\u8d2d\u4e70\u7387\uff1a<\/strong> \u8861\u91cf\u60a8\u83b7\u5ba2\u52aa\u529b\u7684\u6210\u529f\u7a0b\u5ea6\u3002<\/li>\n<\/ul>\n<h3>4. \u7559\u5b58\u9636\u6bb5<\/h3>\n<p>\u83b7\u53d6\u5ba2\u6237\u6210\u672c\u9ad8\u6602\uff1b\u7559\u4f4f\u5ba2\u6237\u5219\u80fd\u5e26\u6765\u5229\u6da6\u3002\u6b64\u9636\u6bb5\u5173\u6ce8\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u6301\u7eed\u4ef7\u503c\u3002<\/p>\n<ul>\n<li><strong>\u5ba2\u6237\u751f\u547d\u5468\u671f\u4ef7\u503c\uff08CLV\uff09\uff1a<\/strong> \u4f01\u4e1a\u4ece\u5355\u4e2a\u5ba2\u6237\u8d26\u6237\u4e2d\u53ef\u9884\u671f\u7684\u603b\u6536\u5165\u3002<\/li>\n<li><strong>\u6d41\u5931\u7387\uff1a<\/strong> \u5728\u7279\u5b9a\u65f6\u95f4\u6bb5\u5185\u505c\u6b62\u4f7f\u7528\u60a8\u670d\u52a1\u7684\u8ba2\u9605\u7528\u6237\u6240\u5360\u7684\u767e\u5206\u6bd4\u3002<\/li>\n<li><strong>\u590d\u8d2d\u7387\uff1a<\/strong> \u53cd\u6620\u4ea7\u54c1\u4e0e\u5e02\u573a\u7684\u5339\u914d\u5ea6\u4ee5\u53ca\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/li>\n<li><strong>\u652f\u6301\u5de5\u5355\u6570\u91cf\uff1a<\/strong> \u8fd9\u91cc\u7684\u7a81\u7136\u4e0a\u5347\u901a\u5e38\u8868\u660e\u5b58\u5728\u4ea7\u54c1\u95ee\u9898\u6216\u7528\u6237\u4f7f\u7528\u4f53\u9a8c\u6df7\u4e71\u3002<\/li>\n<\/ul>\n<h3>5. \u5fe0\u8bda\u63a8\u5e7f\u9636\u6bb5<\/h3>\n<p>\u6ee1\u610f\u7684\u5ba2\u6237\u4f1a\u6210\u4e3a\u63a8\u5e7f\u8005\u3002\u6b64\u9636\u6bb5\u7684\u91cd\u70b9\u662f\u5229\u7528\u8fd9\u79cd\u70ed\u60c5\u63a8\u52a8\u589e\u957f\u3002<\/p>\n<ul>\n<li><strong>\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\uff1a<\/strong> \u8861\u91cf\u5fe0\u8bda\u5ea6\u548c\u63a8\u8350\u53ef\u80fd\u6027\u7684\u6807\u51c6\u6307\u6807\u3002<\/li>\n<li><strong> \u63a8\u8350\u6d41\u91cf\uff1a<\/strong> \u6709\u591a\u5c11\u65b0\u7528\u6237\u662f\u901a\u8fc7\u73b0\u6709\u5ba2\u6237\u7684\u94fe\u63a5\u5e26\u6765\u7684\u3002<\/li>\n<li><strong> \u8bc4\u8bba\u6570\u91cf\u4e0e\u8bc4\u5206\uff1a<\/strong> \u516c\u5f00\u53cd\u9988\u7684\u6570\u91cf\u548c\u8d28\u91cf\u3002<\/li>\n<\/ul>\n<h2>\u5b9e\u65bd\u6570\u636e\u6536\u96c6\u7b56\u7565 \ud83d\udce1<\/h2>\n<p>\u8bc6\u522b\u6307\u6807\u53ea\u662f\u7b2c\u4e00\u6b65\u3002\u4f60\u5fc5\u987b\u5efa\u7acb\u51c6\u786e\u6355\u6349\u8fd9\u4e9b\u6307\u6807\u7684\u673a\u5236\u3002\u8fd9\u9700\u8981\u4e00\u4e2a\u7edf\u4e00\u7684\u6570\u636e\u7b56\u7565\uff0c\u5c06\u5206\u6563\u7684\u6570\u636e\u6e90\u8fde\u63a5\u8d77\u6765\u3002<\/p>\n<h3>\u7edf\u4e00\u7684\u6570\u636e\u6765\u6e90<\/h3>\n<p>\u6570\u636e\u901a\u5e38\u5206\u6563\u5728\u5404\u4e2a\u5b64\u5c9b\u4e2d\u3002\u8425\u9500\u6570\u636e\u53ef\u80fd\u5b58\u5728\u4e8e\u4e00\u4e2a\u7cfb\u7edf\u4e2d\uff0c\u800c\u652f\u6301\u6570\u636e\u5219\u5728\u53e6\u4e00\u4e2a\u7cfb\u7edf\u4e2d\u3002\u4e3a\u4e86\u6709\u6548\u8861\u91cf\u7528\u6237\u65c5\u7a0b\uff0c\u4f60\u9700\u8981\u5c06\u8fd9\u4e9b\u8bb0\u5f55\u5173\u8054\u8d77\u6765\u3002<\/p>\n<ul>\n<li><strong>\u552f\u4e00\u6807\u8bc6\u7b26\uff1a<\/strong> \u786e\u4fdd\u5728\u6240\u6709\u5e73\u53f0\u4e0a\u4f7f\u7528\u4e00\u81f4\u7684ID\uff08\u5982\u90ae\u7bb1\u6216\u7528\u6237ID\uff09\uff0c\u4ee5\u8ffd\u8e2a\u5355\u4e2a\u7528\u6237\u7684\u884c\u4e3a\u8def\u5f84\u3002<\/li>\n<li><strong> \u4f1a\u8bdd\u8ffd\u8e2a\uff1a<\/strong> \u4f7f\u7528Cookie\u6216\u672c\u5730\u5b58\u50a8\u6765\u8ffd\u8e2a\u533f\u540d\u4f1a\u8bdd\uff0c\u76f4\u5230\u7528\u6237\u5b8c\u6210\u8eab\u4efd\u8bc6\u522b\u3002<\/li>\n<li><strong> \u96c6\u6210\uff1a<\/strong> \u5c06\u4f60\u7684\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\uff08CRM\uff09\u7cfb\u7edf\u4e0e\u5206\u6790\u5de5\u5177\u8fde\u63a5\u8d77\u6765\u3002<\/li>\n<\/ul>\n<h3>\u907f\u514d\u865a\u5047\u6307\u6807<\/h3>\n<p>\u5e76\u975e\u6240\u6709\u6570\u5b57\u90fd\u540c\u7b49\u91cd\u8981\u3002\u865a\u5047\u6307\u6807\u770b\u8d77\u6765\u5f88\u4eae\u773c\uff0c\u4f46\u5e76\u4e0d\u80fd\u4e3a\u51b3\u7b56\u63d0\u4f9b\u4f9d\u636e\u3002<\/p>\n<ul>\n<li><strong> \u9875\u9762\u6d4f\u89c8\u91cf\uff1a<\/strong> \u5982\u679c\u6ca1\u6709\u4eba\u8f6c\u5316\uff0c\u9ad8\u6d4f\u89c8\u91cf\u6beb\u65e0\u610f\u4e49\u3002<\/li>\n<li><strong> \u5173\u6ce8\u8005\u6570\u91cf\uff1a<\/strong> \u793e\u4ea4\u5a92\u4f53\u5173\u6ce8\u8005\u5e76\u4e0d\u80fd\u4fdd\u8bc1\u4e92\u52a8\u6216\u9500\u552e\u3002<\/li>\n<li><strong> \u4e0b\u8f7d\u91cf\uff1a<\/strong> \u4e0b\u8f7d\u8d44\u6e90\u662f\u4e00\u4e2a\u79ef\u6781\u4fe1\u53f7\uff0c\u4f46\u9605\u8bfb\u5b83\u5219\u66f4\u4e3a\u91cd\u8981\u3002<\/li>\n<\/ul>\n<p> \u5173\u6ce8\u4e0e\u4e1a\u52a1\u7ed3\u679c\u76f4\u63a5\u76f8\u5173\u7684\u6307\u6807\u3002\u4f8b\u5982\uff0c\u4e0e\u5176\u8ffd\u8e2a\u603b\u9875\u9762\u6d4f\u89c8\u91cf\uff0c\u4e0d\u5982\u8ffd\u8e2a<em> \u6eda\u52a8\u6df1\u5ea6<\/em> \u5728\u7740\u9646\u9875\u4e0a\u67e5\u770b\u7528\u6237\u662f\u5426\u771f\u7684\u9605\u8bfb\u4e86\u5185\u5bb9\u3002<\/p>\n<h2>\u5b9a\u6027\u6d1e\u5bdf\uff1a\u503e\u542c\u5ba2\u6237\u7684\u58f0\u97f3 \ud83d\udc42<\/h2>\n<p>\u6570\u5b57\u8bb2\u8ff0\u4e00\u4e2a\u6545\u4e8b\uff0c\u4f46\u5b83\u4eec\u5f80\u5f80\u7f3a\u4e4f\u60c5\u611f\u80cc\u666f\u3002\u8981\u7406\u89e3\u6570\u636e\u80cc\u540e\u7684<em>\u4e3a\u4ec0\u4e48<\/em>\uff0c\u4f60\u5fc5\u987b\u5c06\u5b9a\u6027\u7814\u7a76\u7eb3\u5165\u4f60\u7684KPI\u6846\u67b6\u4e2d\u3002<\/p>\n<h3>\u51c0\u63a8\u8350\u503c\uff08NPS\uff09<\/h3>\n<p>\u867d\u7136NPS\u662f\u4e00\u4e2a\u6570\u503c\uff0c\u4f46\u540e\u7eed\u95ee\u9898\u201c\u60a8\u4e3a\u4ec0\u4e48\u7ed9\u51fa\u8fd9\u4e2a\u5206\u6570\uff1f\u201d\u63d0\u4f9b\u4e86\u5b9a\u6027\u6df1\u5ea6\u3002\u8fd9\u4e2a\u53cd\u9988\u5faa\u73af\u6709\u52a9\u4e8e\u8bc6\u522b\u5206\u6790\u53ef\u80fd\u9057\u6f0f\u7684\u5177\u4f53\u75db\u70b9\u3002\u4f8b\u5982\uff0c\u5206\u6790\u53ef\u80fd\u663e\u793a\u7528\u6237\u5728\u652f\u4ed8\u9875\u9762\u6d41\u5931\u3002\u800cNPS\u53cd\u9988\u53ef\u80fd\u63ed\u793a\u7528\u6237\u56e0\u770b\u4e0d\u5230\u7279\u5b9a\u652f\u4ed8\u65b9\u5f0f\u800c\u72b9\u8c6b\u3002<\/p>\n<h3>\u5ba2\u6237\u52aa\u529b\u5ea6\u8bc4\u5206\uff08CES\uff09<\/h3>\n<p>\u5ba2\u6237\u52aa\u529b\u5ea6\u8bc4\u5206\uff08CES\uff09\u8861\u91cf\u5ba2\u6237\u89e3\u51b3\u95ee\u9898\u6216\u5b8c\u6210\u4efb\u52a1\u7684\u96be\u6613\u7a0b\u5ea6\u3002\u8fd9\u5728\u652f\u6301\u4e92\u52a8\u4e2d\u5c24\u4e3a\u91cd\u8981\u3002\u9ad8\u52aa\u529b\u5ea6\u8bc4\u5206\u8868\u660e\u65c5\u7a0b\u4e2d\u5b58\u5728\u65ad\u88c2\u70b9\u3002\u516c\u5f0f\u5f88\u7b80\u5355\uff1a\u8bf7\u7528\u6237\u6839\u636e\u4f53\u9a8c\u7684\u8f7b\u677e\u7a0b\u5ea6\u8fdb\u884c\u8bc4\u5206\u3002<\/p>\n<h3>\u7528\u6237\u6d4b\u8bd5\u4e0e\u53cd\u9988\u5faa\u73af<\/h3>\n<p>\u5b9a\u671f\u7684\u53ef\u7528\u6027\u6d4b\u8bd5\u53ef\u63d0\u4f9b\u4eba\u4eec\u5982\u4f55\u4e0e\u60a8\u7684\u754c\u9762\u4e92\u52a8\u7684\u5b9e\u65f6\u6570\u636e\u3002\u60a8\u53ef\u4ee5\u5f55\u5236\u4f1a\u8bdd\uff0c\u89c2\u5bdf\u7528\u6237\u5728\u4f55\u5904\u72b9\u8c6b\u6216\u70b9\u51fb\u9519\u8bef\u3002\u8fd9\u4e9b\u6570\u636e\u901a\u8fc7\u63d0\u4f9b\u65c5\u7a0b\u6469\u64e6\u7684\u89c6\u89c9\u8bc1\u636e\uff0c\u8865\u5145\u4e86\u60a8\u7684KPI\u3002<\/p>\n<h2>\u5f52\u56e0\u6a21\u578b\u4e0e\u65c5\u7a0b\u590d\u6742\u6027 \ud83e\udde9<\/h2>\n<p>\u5f52\u56e0\u662f\u7528\u4e8e\u5c06\u8f6c\u5316\u5f52\u529f\u4e8e\u76f8\u5173\u89e6\u70b9\u7684\u65b9\u6cd5\u3002\u5728\u590d\u6742\u7684\u5ba2\u6237\u65c5\u7a0b\u4e2d\uff0c\u5355\u6b21\u8f6c\u5316\u5f88\u5c11\u4ec5\u7531\u4e00\u6b21\u70b9\u51fb\u4ea7\u751f\u3002\u7406\u89e3\u5e94\u4f7f\u7528\u54ea\u79cd\u6a21\u578b\uff0c\u4f1a\u5f71\u54cd\u4f60\u4f18\u5148\u8003\u8651\u54ea\u4e9bKPI\u3002<\/p>\n<ul>\n<li><strong>\u6700\u540e\u70b9\u51fb\u5f52\u56e0\uff1a<\/strong> \u5c06\u5168\u90e8\u529f\u52b3\u5f52\u4e8e\u8f6c\u5316\u524d\u7684\u6700\u540e\u4e00\u6b21\u4e92\u52a8\u3002\u8fd9\u867d\u7136\u7b80\u5355\uff0c\u4f46\u5ffd\u7565\u4e86\u65e9\u671f\u7684\u57f9\u80b2\u8fc7\u7a0b\u3002<\/li>\n<li><strong>\u9996\u6b21\u70b9\u51fb\u5f52\u56e0\uff1a<\/strong> \u5c06\u5168\u90e8\u529f\u52b3\u5f52\u4e8e\u9996\u6b21\u4e92\u52a8\u3002\u8fd9\u7a81\u51fa\u4e86\u6f0f\u6597\u9876\u7aef\u7684\u8868\u73b0\uff0c\u4f46\u5ffd\u7565\u4e86\u6210\u4ea4\u7b56\u7565\u3002<\/li>\n<li><strong>\u7ebf\u6027\u5f52\u56e0\uff1a<\/strong> \u5c06\u529f\u52b3\u5e73\u5747\u5206\u914d\u7ed9\u6240\u6709\u89e6\u70b9\u3002\u8fd9\u627f\u8ba4\u4e86\u65c5\u7a0b\u7684\u6574\u4f53\u6027\u3002<\/li>\n<li><strong>\u65f6\u95f4\u8870\u51cf\uff1a<\/strong> \u66f4\u591a\u529f\u52b3\u7ed9\u4e88\u63a5\u8fd1\u8f6c\u5316\u65f6\u7684\u4e92\u52a8\u3002<\/li>\n<\/ul>\n<p>\u5728\u65c5\u7a0b\u6620\u5c04\u4e2d\uff0c\u591a\u89e6\u70b9\u6216\u7ebf\u6027\u65b9\u6cd5\u901a\u5e38\u66f4\u51c6\u786e\u3002\u5b83\u53ef\u4ee5\u9632\u6b62\u8425\u9500\u56e2\u961f\u5ffd\u89c6\u65e9\u671f\u5185\u5bb9\uff0c\u56e0\u4e3a\u9500\u552e\u56e2\u961f\u58f0\u79f0\u6700\u7ec8\u6210\u4ea4\u7684\u529f\u52b3\u3002<\/p>\n<h2>\u65c5\u7a0b\u6d4b\u91cf\u4e2d\u7684\u5e38\u89c1\u9677\u9631 \u26a0\ufe0f<\/h2>\n<p>\u5373\u4f7f\u4f7f\u7528\u4e86\u6b63\u786e\u7684\u6307\u6807\uff0c\u5b9e\u65bd\u8fc7\u7a0b\u4e2d\u4ecd\u53ef\u80fd\u51fa\u73b0\u9519\u8bef\u3002\u4e86\u89e3\u5e38\u89c1\u9519\u8bef\u6709\u52a9\u4e8e\u4fdd\u6301\u6570\u636e\u5b8c\u6574\u6027\u3002<\/p>\n<h3>1. \u5ffd\u89c6\u7ebf\u4e0b\u65c5\u7a0b<\/h3>\n<p>\u5982\u679c\u4f60\u9500\u552e\u5b9e\u4f53\u4ea7\u54c1\uff0c\u4e92\u52a8\u901a\u5e38\u53d1\u751f\u5728\u5e97\u5185\u6216\u7535\u8bdd\u4e2d\u3002\u6570\u5b57\u5206\u6790\u65e0\u6cd5\u6355\u6349\u8fd9\u4e9b\u60c5\u51b5\u3002\u4f60\u5fc5\u987b\u627e\u5230\u8ffd\u8e2a\u7ebf\u4e0b\u8f6c\u5316\u7684\u65b9\u6cd5\uff0c\u4f8b\u5982\u901a\u8fc7\u72ec\u7279\u7684\u4fc3\u9500\u7801\uff0c\u6216\u5728\u8d2d\u4e70\u540e\u8c03\u67e5\u4e2d\u8be2\u95ee\u4ed6\u4eec\u662f\u5982\u4f55\u5f97\u77e5\u54c1\u724c\u7684\u3002<\/p>\n<h3>2. 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