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693 lines (607 loc) · 28.4 KB
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<!DOCTYPE html>
<html lang="zh-TW">
<head>
<meta charset="UTF-8">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<title>顧客關係管理 - 互動圖表工具</title>
<link href="https://fonts.googleapis.com/css2?family=Noto+Sans+TC:wght@400;500;700&display=swap" rel="stylesheet">
<style>
* {
margin: 0;
padding: 0;
box-sizing: border-box;
font-family: 'Noto Sans TC', sans-serif;
}
body {
background: linear-gradient(135deg, #f5f7fa 0%, #c3cfe2 100%);
min-height: 100vh;
padding: 20px;
color: #333;
}
.container {
max-width: 1200px;
margin: 0 auto;
background: white;
border-radius: 12px;
box-shadow: 0 4px 15px rgba(0, 0, 0, 0.1);
overflow: hidden;
}
.header {
background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
color: white;
padding: 30px 40px;
text-align: center;
}
.header h1 {
font-size: 2em;
margin-bottom: 10px;
font-weight: 700;
}
.header p {
font-size: 1em;
opacity: 0.9;
}
.tabs {
display: flex;
border-bottom: 2px solid #f0f0f0;
background: #f9f9f9;
}
.tab-button {
flex: 1;
padding: 18px 20px;
border: none;
background: #f9f9f9;
cursor: pointer;
font-size: 1.1em;
font-weight: 500;
color: #666;
border-bottom: 3px solid transparent;
transition: all 0.3s ease;
text-align: center;
}
.tab-button:hover {
background: #f0f0f0;
}
.tab-button.active {
color: #667eea;
border-bottom-color: #667eea;
background: white;
}
.tab-content {
display: none;
padding: 40px;
animation: fadeIn 0.3s ease;
}
.tab-content.active {
display: block;
}
@keyframes fadeIn {
from { opacity: 0; }
to { opacity: 1; }
}
.form-group {
margin-bottom: 20px;
}
.form-group label {
display: block;
font-weight: 600;
margin-bottom: 8px;
color: #333;
}
.form-group input,
.form-group select {
width: 100%;
padding: 12px 15px;
border: 1px solid #ddd;
border-radius: 6px;
font-size: 1em;
font-family: 'Noto Sans TC', sans-serif;
transition: border-color 0.3s ease;
}
.form-group input:focus,
.form-group select:focus {
outline: none;
border-color: #667eea;
box-shadow: 0 0 0 3px rgba(102, 126, 234, 0.1);
}
button.calc-button {
background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
color: white;
padding: 12px 30px;
border: none;
border-radius: 6px;
font-size: 1em;
font-weight: 600;
cursor: pointer;
transition: transform 0.2s ease, box-shadow 0.2s ease;
font-family: 'Noto Sans TC', sans-serif;
}
button.calc-button:hover {
transform: translateY(-2px);
box-shadow: 0 6px 20px rgba(102, 126, 234, 0.3);
}
.result-box {
background: #f0f4ff;
border-left: 4px solid #667eea;
padding: 20px;
border-radius: 6px;
margin-top: 20px;
}
.result-item {
margin: 12px 0;
font-size: 1.1em;
}
.result-item strong {
color: #333;
}
.result-value {
color: #667eea;
font-weight: 700;
font-size: 1.2em;
}
.info-box {
background: #e8f4f8;
border-left: 4px solid #3498db;
padding: 15px;
border-radius: 6px;
margin-bottom: 20px;
font-size: 0.95em;
}
.row {
display: grid;
grid-template-columns: 1fr 1fr;
gap: 20px;
}
.row.full {
grid-template-columns: 1fr;
}
h3 {
color: #333;
margin-bottom: 20px;
font-size: 1.3em;
}
.success {
color: #27ae60;
font-weight: 600;
}
.warning {
color: #e74c3c;
font-weight: 600;
}
.footer {
background: #f9f9f9;
padding: 20px;
text-align: center;
color: #666;
font-size: 0.9em;
border-top: 1px solid #eee;
}
.strategy-box {
background: #fff3cd;
border-left: 4px solid #ffc107;
padding: 15px;
border-radius: 6px;
margin-top: 15px;
}
.recommendation-box {
background: #d4edda;
border-left: 4px solid #28a745;
padding: 15px;
border-radius: 6px;
margin-top: 15px;
}
</style>
</head>
<body>
<div class="container">
<div class="header">
<h1>顧客關係管理 互動圖表工具</h1>
<p>CLV計算器|RFM分析工具|CRM選型建議器</p>
</div>
<div class="tabs">
<button class="tab-button active" onclick="switchTab(0)">CLV 計算器</button>
<button class="tab-button" onclick="switchTab(1)">RFM 分析工具</button>
<button class="tab-button" onclick="switchTab(2)">CRM 選型建議器</button>
</div>
<!-- Tab 1: CLV Calculator -->
<div class="tab-content active" id="tab-0">
<h3>客戶終身價值(CLV)計算器</h3>
<p style="margin-bottom: 20px; color: #666;">計算一位客戶在整個關係期間內為企業帶來的淨利潤</p>
<div class="info-box">
<strong>💡 使用提示:</strong>根據實際數據填入各項參數,工具會自動計算CLV與獲客成本比值,幫助評估商業可持續性。
</div>
<div class="row">
<div>
<div class="form-group">
<label>平均交易金額(元)</label>
<input type="number" id="clv-transaction" placeholder="例如:500" value="500">
</div>
<div class="form-group">
<label>年度購買頻率(次)</label>
<input type="number" id="clv-frequency" placeholder="例如:12" value="12">
</div>
<div class="form-group">
<label>淨利潤率(%)</label>
<input type="number" id="clv-margin" placeholder="例如:25" value="25">
</div>
</div>
<div>
<div class="form-group">
<label>預期客戶關係(年)</label>
<input type="number" id="clv-period" placeholder="例如:5" value="5">
</div>
<div class="form-group">
<label>客戶取得成本(元)</label>
<input type="number" id="clv-cac" placeholder="例如:200" value="200">
</div>
<div class="form-group">
<label>年度留存率(%)</label>
<input type="number" id="clv-retention" placeholder="例如:90" value="90">
</div>
</div>
</div>
<button class="calc-button" onclick="calculateCLV()">計算 CLV</button>
<div id="clv-result"></div>
</div>
<!-- Tab 2: RFM Analysis -->
<div class="tab-content" id="tab-1">
<h3>RFM 分析工具</h3>
<p style="margin-bottom: 20px; color: #666;">通過 R(最近消費)、F(消費頻率)、M(消費金額)三個維度評估客戶價值</p>
<div class="info-box">
<strong>💡 使用提示:</strong>填入客戶的消費數據,工具會自動計算RFM等級並提供客戶分群建議。
</div>
<div class="row">
<div>
<div class="form-group">
<label>最近購買距今(天)</label>
<input type="number" id="rfm-recency" placeholder="例如:30" value="30">
</div>
<div class="form-group">
<label>過去12個月購買次數</label>
<input type="number" id="rfm-frequency" placeholder="例如:8" value="8">
</div>
</div>
<div>
<div class="form-group">
<label>過去12個月消費金額(元)</label>
<input type="number" id="rfm-monetary" placeholder="例如:5000" value="5000">
</div>
<div style="height: 20px;"></div>
</div>
</div>
<button class="calc-button" onclick="calculateRFM()">分析 RFM</button>
<div id="rfm-result"></div>
</div>
<!-- Tab 3: CRM Selection -->
<div class="tab-content" id="tab-2">
<h3>CRM 選型建議器</h3>
<p style="margin-bottom: 20px; color: #666;">根據企業規模、預算、需求等因素,推薦最適合的CRM平台</p>
<div class="info-box">
<strong>💡 使用提示:</strong>如實填入企業情況,工具會分析並推薦最符合需求的CRM平台。
</div>
<div class="row">
<div>
<div class="form-group">
<label>企業規模(員工數)</label>
<select id="crm-size">
<option value="small">小型(1-50人)</option>
<option value="medium" selected>中型(51-500人)</option>
<option value="large">大型(500+人)</option>
</select>
</div>
<div class="form-group">
<label>月度預算(元)</label>
<select id="crm-budget">
<option value="tight">緊張(<$2,000)</option>
<option value="moderate" selected>中等($2,000-$10,000)</option>
<option value="high">充足($10,000+)</option>
</select>
</div>
</div>
<div>
<div class="form-group">
<label>業務複雜度</label>
<select id="crm-complexity">
<option value="simple" selected>簡單(基本銷售/客服)</option>
<option value="moderate">中等(跨部門協作)</option>
<option value="complex">複雜(多行業、多通路)</option>
</select>
</div>
<div class="form-group">
<label>技術能力</label>
<select id="crm-tech">
<option value="low" selected>低(需簡單易用)</option>
<option value="medium">中(能接受定制)</option>
<option value="high">高(可自主開發)</option>
</select>
</div>
</div>
</div>
<button class="calc-button" onclick="calculateCRMSelection()">獲得建議</button>
<div id="crm-result"></div>
</div>
<div class="footer">
顧客關係管理 互動工具 © 2026
</div>
</div>
<script>
function switchTab(index) {
// Hide all tabs
document.querySelectorAll('.tab-content').forEach(el => {
el.classList.remove('active');
});
document.querySelectorAll('.tab-button').forEach(el => {
el.classList.remove('active');
});
// Show selected tab
document.getElementById('tab-' + index).classList.add('active');
event.target.classList.add('active');
}
function calculateCLV() {
const transaction = parseFloat(document.getElementById('clv-transaction').value);
const frequency = parseFloat(document.getElementById('clv-frequency').value);
const margin = parseFloat(document.getElementById('clv-margin').value) / 100;
const period = parseFloat(document.getElementById('clv-period').value);
const cac = parseFloat(document.getElementById('clv-cac').value);
const retention = parseFloat(document.getElementById('clv-retention').value) / 100;
if (!transaction || !frequency || !margin || !period || !cac || !retention) {
alert('請填入所有必要數據');
return;
}
// Calculate simple CLV
const annualValue = transaction * frequency * margin;
const simpleCLV = annualValue * period - cac;
// Calculate with retention (compound)
let retentionCLV = 0;
for (let year = 1; year <= period; year++) {
const survivalRate = Math.pow(retention, year);
retentionCLV += (annualValue * survivalRate);
}
retentionCLV -= cac;
// Calculate ratio
const ratio = simpleCLV / cac;
const retentionRatio = retentionCLV / cac;
let healthStatus = '';
let healthColor = '';
if (retentionRatio >= 3) {
healthStatus = '健康 ✓';
healthColor = '#27ae60';
} else if (retentionRatio >= 1) {
healthStatus = '一般 ⚠';
healthColor = '#f39c12';
} else {
healthStatus = '不健康 ✗';
healthColor = '#e74c3c';
}
const result = `
<div class="result-box" style="margin-top: 30px;">
<div class="result-item">
<strong>簡化計算 CLV:</strong><br>
<span class="result-value">NT$ ${simpleCLV.toFixed(0)}</span>
<br><small>公式:平均交易額 × 購買頻率 × 淨利率 × 關係年限 - 獲客成本</small>
</div>
<div class="result-item" style="margin-top: 15px;">
<strong>考慮留存率的精確 CLV:</strong><br>
<span class="result-value">NT$ ${retentionCLV.toFixed(0)}</span>
<br><small>年度留存率:${(retention*100).toFixed(0)}%,累積計算各年貢獻</small>
</div>
<div class="strategy-box">
<strong>🎯 商業健康評估:</strong><br>
CLV:CAC 比值 = <span style="color: ${healthColor}; font-weight: 700; font-size: 1.2em;">${retentionRatio.toFixed(2)}:1</span><br>
狀態:<span style="color: ${healthColor}; font-weight: 700;">${healthStatus}</span><br>
<br>
<small>
${retentionRatio >= 3 ? '✓ 商業模式健康。可考慮提升獲客投入,加快增長' :
retentionRatio >= 1 ? '⚠ 需優化。應提升客戶留存率或降低服務成本' :
'✗ 需緊急改善。需提升單客價值或降低獲客成本'}
</small>
</div>
<div class="recommendation-box">
<strong>💡 優化建議:</strong><br>
• 健康的 CLV:CAC 比值應 ≥ 3:1(表示客戶價值是獲客成本的3倍以上)<br>
• 提升 CLV 可通過:增加購買頻率、提升交易額、改善淨利率、延長關係期<br>
• 降低 CAC 可通過:優化營銷效率、口碑與推薦、提升轉化率
</div>
</div>
`;
document.getElementById('clv-result').innerHTML = result;
}
function calculateRFM() {
const recency = parseInt(document.getElementById('rfm-recency').value);
const frequency = parseInt(document.getElementById('rfm-frequency').value);
const monetary = parseInt(document.getElementById('rfm-monetary').value);
if (!recency || !frequency || !monetary) {
alert('請填入所有必要數據');
return;
}
// Determine levels (these are example thresholds, adjust based on your data)
let rLevel = recency <= 30 ? 'H' : (recency <= 90 ? 'M' : 'L');
let fLevel = frequency >= 8 ? 'H' : (frequency >= 4 ? 'M' : 'L');
let mLevel = monetary >= 5000 ? 'H' : (monetary >= 2000 ? 'M' : 'L');
const segment = rLevel + fLevel + mLevel;
// Segment mapping
const mapping = {
'HHH': { name: '金牌客戶', color: '#27ae60', desc: '最近購買、頻繁購買、高消費', strategy: '重點維護。提供VIP服務、優先推薦新品、邀請參與活動、定期增值服務' },
'HHL': { name: '潛力客戶', color: '#3498db', desc: '最近購買、頻繁購買、消費不高', strategy: '重點培養。推薦高價產品、提升客單價、組織會員升等計畫' },
'HLH': { name: '大額客戶', color: '#e74c3c', desc: '最近購買、購買不頻、高消費', strategy: '重點挖掘。理解購買周期、提供個性化服務、推動高價產品交叉銷售' },
'HLL': { name: '一般客戶', color: '#f39c12', desc: '最近購買、購買不頻、消費不高', strategy: '逐步引導。改善購買體驗、提供激勵、提升粘度' },
'LHH': { name: '忠實客戶', color: '#2980b9', desc: '久未購買、頻繁購買、高消費', strategy: '喚醒活動。可能轉向競品,需要特別關注和重新激活' },
'LHL': { name: '活躍客戶', color: '#9b59b6', desc: '久未購買、頻繁購買、消費不高', strategy: '溫和刺激。發送歡迎回歸優惠、新品推薦、定期提醒' },
'LLH': { name: '睡眠客戶', color: '#c0392b', desc: '久未購買、購買不頻、高消費', strategy: '優先喚醒。曾高消費客戶,優惠力度大、主動聯繫、深入了解流失原因' },
'LLL': { name: '流失客戶', color: '#95a5a6', desc: '久未購買、購買不頻、消費不高', strategy: '清理或放棄。投入最小,除非有機會才進行喚醒' }
};
const seg = mapping[segment];
const segmentName = seg.name;
const description = seg.desc;
const strategy = seg.strategy;
const color = seg.color;
const result = `
<div class="result-box" style="border-left-color: ${color}; background: rgba(0,0,0,0.02); margin-top: 30px;">
<div style="display: flex; align-items: center; margin-bottom: 15px;">
<div style="width: 50px; height: 50px; background: ${color}; border-radius: 50%; display: flex; align-items: center; justify-content: center; color: white; font-weight: 700; margin-right: 15px; font-size: 1.4em;">
${segment}
</div>
<div>
<div class="result-value" style="margin: 0; font-size: 1.4em;">${segmentName}</div>
<div style="font-size: 0.9em; color: #666;">${description}</div>
</div>
</div>
<div class="strategy-box">
<strong>🎯 推薦策略:</strong><br>
${strategy}
</div>
<div class="result-item" style="margin-top: 15px;">
<strong>📊 詳細分析:</strong><br>
R值(${recency}天)${rLevel === 'H' ? '✓ 最近活躍' : rLevel === 'M' ? '◐ 中等活躍' : '⚠ 久未活動'} |
F值(${frequency}次)${fLevel === 'H' ? '✓ 頻繁購買' : fLevel === 'M' ? '◐ 中等購買' : '⚠ 購買不頻'} |
M值(NT$${monetary.toFixed(0)})${mLevel === 'H' ? '✓ 高消費' : mLevel === 'M' ? '◐ 中等消費' : '⚠ 低消費'}
</div>
<div class="recommendation-box">
<strong>💡 RFM分析說明:</strong><br>
• R(Recency):最近購買距今越短越好,表示客戶越活躍<br>
• F(Frequency):購買次數越多越好,表示客戶粘度越強<br>
• M(Monetary):消費金額越高越好,表示客戶價值越大<br>
• 綜合三個維度可準確評估客戶真實價值
</div>
</div>
`;
document.getElementById('rfm-result').innerHTML = result;
}
function calculateCRMSelection() {
const size = document.getElementById('crm-size').value;
const budget = document.getElementById('crm-budget').value;
const complexity = document.getElementById('crm-complexity').value;
const tech = document.getElementById('crm-tech').value;
// Scoring system
let score = { salesforce: 0, hubspot: 0, zoho: 0, dynamics: 0 };
// Size factor
if (size === 'small') {
score.hubspot += 3;
score.zoho += 3;
score.salesforce += 0;
score.dynamics += 0;
} else if (size === 'medium') {
score.hubspot += 2;
score.salesforce += 2;
score.zoho += 2;
score.dynamics += 1;
} else {
score.salesforce += 3;
score.dynamics += 2;
score.hubspot += 1;
score.zoho += 0;
}
// Budget factor
if (budget === 'tight') {
score.zoho += 3;
score.hubspot += 2;
score.salesforce += 0;
score.dynamics += 0;
} else if (budget === 'moderate') {
score.hubspot += 3;
score.zoho += 2;
score.salesforce += 1;
score.dynamics += 1;
} else {
score.salesforce += 3;
score.dynamics += 2;
score.hubspot += 1;
score.zoho += 0;
}
// Complexity factor
if (complexity === 'simple') {
score.hubspot += 3;
score.zoho += 2;
score.salesforce += 1;
score.dynamics += 0;
} else if (complexity === 'moderate') {
score.salesforce += 2;
score.hubspot += 2;
score.zoho += 1;
score.dynamics += 1;
} else {
score.salesforce += 3;
score.dynamics += 2;
score.hubspot += 0;
score.zoho += 0;
}
// Tech factor
if (tech === 'low') {
score.hubspot += 3;
score.zoho += 2;
score.salesforce += 0;
score.dynamics += 0;
} else if (tech === 'medium') {
score.salesforce += 2;
score.hubspot += 1;
score.zoho += 2;
score.dynamics += 1;
} else {
score.salesforce += 3;
score.dynamics += 2;
score.zoho += 1;
score.hubspot += 0;
}
// Find top recommendation
let recommendation = '';
let alternatives = '';
const platforms = [
{ name: 'Salesforce', score: score.salesforce, desc: '全球領導者,功能最全面,適合複雜業務需求', price: '月費$165-$330/使用者', color: '#667eea' },
{ name: 'HubSpot', score: score.hubspot, desc: '易用性最佳,All-in-one套件,適合中小企業', price: '月費$0-$1200(取決於套件)', color: '#ff6b6b' },
{ name: 'Zoho CRM', score: score.zoho, desc: '性價比最高,功能紮實,適合預算有限企業', price: '月費$12-$45/使用者', color: '#51cf66' },
{ name: 'Microsoft Dynamics 365', score: score.dynamics, desc: '與Office整合深,適合微軟生態使用者', price: '月費$65-$210/使用者', color: '#4a90e2' }
];
// Sort by score
platforms.sort((a, b) => b.score - a.score);
recommendation = `
<div class="recommendation-box" style="margin-top: 30px; background: linear-gradient(135deg, rgba(102, 126, 234, 0.1) 0%, rgba(118, 75, 162, 0.1) 100%);">
<h4 style="margin-bottom: 15px; color: #333; font-size: 1.2em;">🎯 推薦方案:${platforms[0].name}</h4>
<div style="border-left: 4px solid ${platforms[0].color}; padding-left: 15px;">
<div style="margin: 10px 0;">
<strong>特點:</strong> ${platforms[0].desc}
</div>
<div style="margin: 10px 0;">
<strong>價格:</strong> ${platforms[0].price}
</div>
<div style="margin: 10px 0;">
<strong>適合度評分:</strong> ${platforms[0].score}/12分
</div>
</div>
</div>
<div class="strategy-box" style="margin-top: 20px;">
<h4 style="margin-bottom: 10px; color: #333;">💡 其他選項:</h4>
${platforms.slice(1, 4).map(p => `
<div style="padding: 10px 0; border-bottom: 1px solid #f0f0f0;">
<strong>${p.name}</strong> (評分: ${p.score}/12) - ${p.desc}
</div>
`).join('')}
</div>
<div class="result-box" style="margin-top: 20px;">
<strong>📋 選型建議說明:</strong><br><br>
<strong>Salesforce</strong><br>
• 優勢:功能最全、行業方案多、生態完善<br>
• 劣勢:成本高、學習陡峭、實施周期長<br>
• 適合:大型企業、複雜業務<br><br>
<strong>HubSpot</strong><br>
• 優勢:易用、All-in-one、有免費版本<br>
• 劣勢:功能深度不如Salesforce、定制空間有限<br>
• 適合:初創、中小企業、快速增長<br><br>
<strong>Zoho CRM</strong><br>
• 優勢:性價比高、功能紮實、本地化好<br>
• 劣勢:品牌認知度低、社群規模小<br>
• 適合:預算敏感的中小企業<br><br>
<strong>Microsoft Dynamics 365</strong><br>
• 優勢:與Office深度整合、企業級安全<br>
• 劣勢:定價複雜、實施周期長<br>
• 適合:微軟生態深度依賴的企業
</div>
`;
document.getElementById('crm-result').innerHTML = recommendation;
}
// Initialize
document.addEventListener('DOMContentLoaded', function() {
document.querySelector('.tab-button').classList.add('active');
});
</script>
</body>
</html>