电子商务 中英对照E-commerce Chapter9.ppt

* Electronic Commerce Software for Large Businesses Enterprise-class software 企业级电子商务软件 Typically provides good tools for linking to and supporting supply and purchasing activities 企业级电子商务软件一般都为连接和支持供应和采购活动提供良好的工具 消费者 浏览器 购物 采购 钱包 购物网站 后台系统 商品目录 页面构造工具 商务服务器 www服务器 进行授权与结账处理的结算 订单履行（库存 与EDI） 会计系统 认证中心安全服务器 商家账户 消费者 消费者账户 发卡银行 商业银行 图9-14 典型的企业级电子商务系统框架 * Customer Relationship Management Software Goal Understand each customer’s specific needs Customize product or service to meet those needs 目标： -了解每个客户的特别需求 -定制产品或服务来满足这些需求 * Customer Relationship Management Software Idea If customer needs met exactly Customer will pay more for goods or services 基本思想 - 如果客户需求满足，客户将支付更多的商品或服务 * Customer Relationship Management Software CRM software Obtains data from operations software Gathers data about customer activities Uses data to conduct analytical activities 从操作软件获得数据，对客户活动收集数据，使用数据进行分析活动 * Customer Relationship Management Software (cont’d.) Basic form of CRM 基础的CRM Uses customer information to sell more goods or services 使用客户信息销售更多的商品或服务 Advanced form of CRM 高级的CRM Delivers extremely attractive, positive customer experiences 提供极具吸引力的、积极的客户体验 * Customer Relationship Management Software (cont’d.) CRM business importance CRM的重要性 Maintaining customer loyalty 维持客户忠诚度 Maintaining positive, consistent contacts at the purchasing company 在采购公司保持积极的、一致的联系 * Customer Relationship Management Software (cont’d.) 客户关系管理软件需要从执行以下活动的运营系统中获取数据 Sales automation 销售自动化 Customer service center operations 客户服务中心业务 Marketing campaigns 营销活动 Supply Chain Management Software Supply chain management (SCM) software Helps companies coordinate planning and operations with industry partners 帮助企业与行业的合作伙伴协调计划和行动 Two general function types: planning and execution 两个职能:计划和执行 * Supply Chain Management Software SCM planning software 计划软件 Develops coordinated demand forecasts 协调供应链需求预测 SCM execution software 执行软件 Helps with warehouse and transportation management 帮助仓库和运输管理 * Electronic