第10章_供应链管理与客户关系管理(免费阅读).pptVIP

CRM功能：呼叫中心 呼入呼出电话处理； 互联网回呼（Call Back）； 通过传真、电话、电子邮件、打印机等自动进行资料发送； 软电话（Soft Phone）； 电话转移； 路由选择； 报表统计分析； 管理分析工具； 呼入呼出调度管理。 CRM功能：呼叫中心 呼入呼出电话处理； 互联网回呼（Call Back）； 通过传真、电话、电子邮件、打印机等自动进行资料发送； 软电话（Soft Phone）； 电话转移； 路由选择； 报表统计分析； 管理分析工具； 呼入呼出调度管理。 CRM功能：电话营销管理 电话本； 生成电话列表，并把它们与客户、联系人和业务建立关联 把电话号码分配到销售员； 记录电话细节，并安排回电； 电话营销内容草稿； 电话录音，同时给出书写器，用户可作记录； 电话统计和报告； 自动拨号。 CRM功能：商业智能 预定义查询和报告；用户定制查询和报告； 以报告或图表形式查看潜在客户和业务可能带来的收入； 通过预定义的图表工具进行潜在客户和业务的传递途径分析； 将数据转移到第三方的预测和计划工具； 柱状图和饼图工具； 系统运行状态显示器； 能力预警。 * * Proprietary Confidential * ? 2005 Sterling Commerce * Purpose of Slide: Introduce factors transforming historical supply chains to supply networks Prospect recognizes his/her enterprise operates in a highly complex environment Speaking Points: Historical linear supply-chains of few participants have transformed to supply networks Prospect’s business initiatives (such as those shown, left side) contribute to the complexity Complexity is characterized by (complications on right): Partner interdependencies (participants are mutually reliant on each other to execute processes) Dynamic roles (a supplier may also be a fulfillment channel; a customer may also be a supplier). Prospect’s role changes constantly, depending on the process. Channel Proliferation (more widespread channels- sales channels, like web or distributors- and fulfillment channels, like vendor drop-ship and direct-to-home delivery) 3rd-party initiatives (like outsourced manufacturing, vendor-managed inventory, or distributor networks) Greater competition (locally, as competitors expand product/service offerings, and globally, as prospect enters new markets) Net message: Prospect now operates in a highly complex supply network Instructions to Modify this Slide: Modify the initiatives (left side) to include known initiative of your prospect Add known complications (right side) of your prospect Ensure any changes you make are appropriately carried forward to the following slide (Slide #7) Proprietary Confidential * ?