IBM CRM演示文档(CRM in e-business era).pptVIP

Suppliers/ Partners CRM Process Integration The Customer The Customer The Customer Customer Focus Description Degree of Consensus Source: Zero Defections: Quality Comes to Services, by Frederick R. Reichheld  and W. Earl Sasser, Jr., September-October 1990. Segment Consumers Consumers Establish Long-lasting Relationship With Customers To Improve Profitability New Services One-to-one Approach Field Sales Service Customer Service Management Operations Mutually Dependent Experiences Mutually Dependent Experiences Internet Web Site Functions: Integrated Customer Contact Customer Service / Support Field Service Product Support etc... Products Telephony/Voice Response Computer Telephony Integration Interactive Voice Applications C3 Middleware to Built Customer Center Application Multi-Channel Support Web Collaboration Real-time Sharing of Web Page Synchronized Collaboration Function Such As Annotation Kana/Mail Analyzer Auto / Semi-Auto e-mail Response e-mail Categorization Statistics Professional skill shortage to meet the fast changing market place Limited coverage (area/time) Customer PC PBX Sales Calls DATABASE Functions: One-to-one on Web Web Personalization Campaign on Web Customer Info Gathering by Web Products AdServer Promotional Marketing Tool NetPerceptions Suggestive Marketing Tool net.Analysis Web Analysis Tool Blaze Adviser Rule Base Management Tool Net.Commerce e-Commerce Enabler -Profile - Demographics - Behavioral - Business Systems Data Functions: Enforcement of Sales Forces Customer Infor Mgmt / Sharing Sales Activity Support Administration Support Progress / Pipeline Management Products Siebel () Front Office Application Package Industry Application Templates Global Alliance With IBM - To Support IBM Platforms OverQuota Award-winning Domino-based Application Package Sales Cycle Activity Support Information Sharing Pipeline Management Campaign Advisor Integration Front-office Automated opportunity manage