何经华谈信息化.pptVIP

1 事例与数据 消失 – 财富 500 1970 - 80 32% 离去 1980 - 90 47% 离去 1990 - 98 54% 离去 信息化驱动企业发展 理想的企业在21世纪 什么是企业的生态环境? 生存要素/成功要素 节省成本 增加产值 知识与信息的分享 如何提升竞争力 如何保证客户的满意 企业推动 vs. 企业模型 什么改变了? 市场改变了, 客户改变了和竞争改变了 企业信息化后, 传统的服务业已经被重新定义 IT科技就是这些改变的标识 信息化的第一阶段—大型主机 信息化的第二个阶段– 个人电脑 信息化的第三阶段—网际网络 信息化 Enterprise 一架波音777飞机的价值 = $150M 潜在的责任 = 10倍于本身的价值 驾驶舱管理系统 D到哪里去了? 这些 D 公司都被企业内化掉了 Sears BuildNet 移动电话 We’ve talked to a lot of customers and we’ve really found that there is nothing really changed in what in terms of what the fundamental business drivers are for companies. They really still have three things. Which is how they retain their customers, how they extend their markets, and how they become more efficient in the way they do business. That is what has driven businesses for the past 60 years. It will to continue to drive businesses next 60 years. But what is changing is the way we compete. Because of the Internet, companies are finding that they can compete in new ways. Companies like P for example can now come in and offer airline tickets at the price that a customer wants to pay, rather than the price the airline wants to charge for. P’s market capitalization now is greater than that of United, Delta Airlines, and American Airline combined. Faced with all these changes, the fundamental question facing every company is how they should transform themselves to compete as e-businesses? key element to demand mgt is post sales customer service .. goal is to enable existing customers to have 7x24 access to service and support capabilities via the Internet significantly improving customer service - customers have ability to track their order status, to review and print invoices, to control payment and to enter service requests and receive proative notification of delivery problems, maintainence or service issues…. - In addition your company has the opportunity to upsell and cross sell the customer based on a 360 view of customer interactions. their needs and preferen