超市销售数据报表.ppt

End of first part Questions Comments Feedback * Member of METRO Group METRO Cash Carry China CRM CA – End User Training Introduction CRM CA Application Overview CRM CA Reports Overview What is CRM CA ? CRM – Customer Relationship Management CRM is the business strategy, processes and solutions that an organisation uses to maximise the relationship it has with it’s customers and the value it derives from these relationships. CRM是一种经营战略、流程和方案，使用者可最大限度的利用他的客户关系以及源于这些关系的价值 CA - Customer Analysis CA is a business intelligence tool that allows analysis and reporting of customer information. CA supports decision making in the business and the maximisation of customer relationships. CA是允许进行客户信息分析和报告的商业智能化工具，支持商业决策和优化客户关系。 What is Business Intelligence ? Business Intelligence (BI) applications are decision support tools that enable real-time, interactive access, analysis and manipulation of mission critical corporate information. 商业智能方案作为决策支持工具，能够实现对于公司重要信息及时,互动的访问，以及分析和掌控。 These applications provide users with valuable insight into key operating information to quickly identify business opportunities and problems. 这些应用软件给用户提供了有价值的运作信息，从而迅速地把握商机和发现问题。 Advantages of CRM CA Increased revenue opportunities 增加收入的机会 Get more spending from Metro customers 提高客户的消费 Better return on promotion activities 提高促销活动的回报 More reliable information on customers 获得更多可靠的客户信息 Customer consulting process can be more effective 使客户咨询手段更有效 Increased sharing of information within the organisation 提高内部的信息的共享 Improve organisational learning 改进组织的知识 Increased competitive position and profitability of operations 提高竞争位置和运作收益 Improve the Metro offering to customers 提高Metro对客户提供的服务 Advantages of Business Intelligence (BI) == Business Intelligence provides decision makers 商务智能化方案为决策者提供 with the right information 正确的信息 at the the right time 正确的时机 in the right place 正确的场合 enabling them to make better business decisions