客户关系管理crmdqapmnz_.pptVIP

* * * * * * * To compete successfully as an e-business, companies must rethink how they do business. They are certain fundamental principles you need to keep in mind: Focus on the customer: The most important element to success in e-business is to identify a target set of customers, understand their needs, and deliver products and services to them in a highly personalized manner. To make it easy for customers to do business with you, your company must have a consistent view of the customer across its many customer facing organizations - telemarketing, customer service, salesforce - and provide consistent mechanisms to satisfy the customer抯 needs across many different channels - your online storefront, direct sales organization or over the phone. No matter which channel the customer chooses to do business with you, you must radically simplify the processes the customer uses to buy your products and services. Reengineer customer facing business processes: To deliver the right products and services to your customers as fast as possible and at the lowest possible cost, you must streamline your customer facing business processes linking your online storefront and customer relationship management systems with your enterprise resource planning systems. You must also streamline your supply chain, procurement and manufacturing systems to deliver products and services to customers as quickly as possible. In doing so, you must seamlessly integrate your suppliers and service providers sharing information and collaborating with them to reduce time-to-market. Further, as you expand your company抯 operations into different geographies, new markets and across many different channels, you must also consolidate your financial management systems to manage your company globally. Your must also streamline your internal administrative processes to lower costs by moving your employees to self-service. Foster customer loyalty: Finally, you must foster customer loyalty so that customers keep