200713815-6%2-3%(68%)(NTF)/2007138(1)/(1)(29%)12003–200721.3118ׯԨࠌऺ249ᅢெᇮݭଙࢅൣ໙!44%ዊԍࢅྼႪ!3:%ዘႎጎၒࢅዘႎԈጎ!:%ཽऋت!:%هׂDŽOUGDžتׯԨ!31%12007191600MP311%20%•(68%)(NTF)()•27%•5%(NTF)(NTF)3ణമهׂ(NTF)Բ୲ইگ1%ၩݯۉጱׂଭฆཽऋׯԨᇱ๔ยԢሰฆཽऋتׯԨᇱ๔ยԢሰฆবሀׯԨٳ2,100ྤெᇮଭฆবሀׯԨٳ1,600ྤெᇮጺऺবሀ3,700ྤெᇮᇱ๔ยԢሰฆཽऋتׯԨ4.66ᅢெᇮၩݯۉጱׂଭฆཽऋׯԨ3.96ᅢெᇮᇱ๔ยԢሰฆཽऋتׯԨ4.45ᅢெᇮၩݯۉጱׂଭฆཽऋׯԨ3.8ᅢெᇮ2.(NTF)1%(NTF)1%4%•••5-6%2-3%(NTF)1%4%1003,7001%(2)(NTF)•(NTF)(NTF)•(NTF)10-13%/2-3%(SG&A)2Hebert,Tim,2005200534Reichheld,FrederickF.,2003•60%2•25%3•44()(NTF)(NTF)5-6%(NTF)56(NTF)(NTF)(NTF)(NTF)55Driggs,WoodruffSusanPiotroski20056Driggs,WoodruffW.StevenS.RamseyPaulF.Nunes,?(Outlook)20069(3)(NTF)ཽऋتׯԨཽऋᇨݞׯԨཽऋᇨݞݛ௬ڦཨጨደॷሺेፌᆫጺׯԨۨ࿋3.6DVD800207()89123Web2.0/77denOuden,Elke,20068Kano,Noriaki,198449Hebert,Tim,2005:2005()AT&T(NTF)firedog20%10()2420%10Tapscott,DonandAnthonyD.Williams20073268/BAC(NTF)50%90%()(NTF)///(12)/1()(S&OP)/()BB2BB()9/()•2007•19()•1600()•2110()•138•2-3%(52)5-6%(86)•13833%29%20%9%9%•10-13%()•6%()20-25%(GPSMP3)()•26%•()25%•49%(WDGForresterAberdeenPhillips*)•68%•27%•5%(NTF)()•68%90%MP3•80%(NTF)1%()•(NTF)1%=/4%•(4%)•100370021001600*1.WDSGlobal(DougOverton)(NTF)200672.Forrester,(PatrickConnaughton)2006113.Aberdeen,,200714.Philips(TonySciarrotta),200311(NTF)•••(NTF)••/©200849178,0002007831197www.accenture.comTerryStegerTerryMBAterry.w.steger@accenture.comBrianSpragueCRMbrian.m.sprague@accenture.comDavidDouthit20david.douthit@accenture.com