2015年,一款全新包装的芬必得咀嚼片在各大药房悄然问世。一直以来,止痛药都是吞服片剂,直到葛兰素史克消费保健品(GSK CH)建立客户关系管理中心,产品开始变得不一样了。在这个中心,每个月都会有大量的用户与GSK CH主动联系。这些消费者的反馈被视作产品改进的机会,比如有些消费者反馈不喜欢吞服药片的感觉,于是这些反馈成为了芬必得咀嚼片的灵感之源。如今,客户关系管理中心设有专门的数据分析团队,综合来自社交媒体、电商平台、热线电话、以及邮 In 2015, a new package of Finnert chewable tablet quietly come out in major pharmacies. Painkillers have long been swallowing tablets until GSK CH establishes a customer relationship management center and the product starts to change. In this center, every month there will be a large number of users and GSK CH take the initiative to contact. These consumer feedback is seen as a product improvement opportunity, such as some consumer feedback does not like the feeling of swallowing pills, so these feedback has become the source of inspiration for Finney chewable tablets. Today, CRM has a dedicated data analytics team that combines social media, ecommerce platforms, hotlines, and mail