CRM系统概述.ppt

mySAP CRM provides an e-Commerce platform to turn the Internet into a profitable sales and interaction channel. This platform combines sales, service and marketing functionality. Furthermore, analysis is available to check and improve the performance of this interaction channel. Within this chapter a specific focus is taken on Web shop functionality of mySAP CRM E-Commerce. With E-Selling, companies can: build up a business-to-business (B2B) or business-to-consumer (B2C) selling scenario provide customers with personalized, interactive and easy-to-use sales and self service facilities via the Web run the complete sales process on the Internet Quotation and Order Management: Enables Web customers to receive quotations and place orders for products and services, obtain real-time product availability and track each order through the order management process – from manufacturing to distribution through service. Shopping Basket Management: Provides full support for customizable, configurable products, displays personalized pricing, offers cross and up-sell recommendations, enables real-time product availability and provides a consistent interface for all ordering processes. Price Management: Enables companies to provide online pricing tailored to each customer based on the type of customer, product, customer-specific pricing, contracts, or specific quotes. Companies establish pricing rules, processes and data centrally and then deploy them across all selling channels. Interactive Selling and Configuration: Helps customers to choose the products and services that best meet their business needs. Multimedia content, guided selling, configuration advice and real-time pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention. Collaborative Selling: Channel Commerce allows companies to incorporate partners in their E-Commerce strategy and enables collaborative selling across o