研华顾客关系管理案例研讨.pptVIP

Case: Advantech CRM MicrosoftThe Industry Forum台灣微軟產業研討會 王九鴻 資訊處協理 April 24, 2001 CRM in Manufacturing 研華顧客關係管理案例研討 第一页，共二十二页。 Contents Why manufacturing business needs to implement CRM Business Value CRM solution infrastructure Advantages Advantech’s experience Implementation Process, benefits 第二页，共二十二页。 Why CRM? Brand name, customer loyalty Global business High quality services In next 5 years, CRM is a strategic application for the company 第三页，共二十二页。 公司設立於民國70年，實際營運於民國72年 資本額：NT$ 17.45億(90.4) 營業額：NT$ 70億(90預估) 負責人：劉克振 董事長 全球員工：1200+人(台灣700+) 主要產品：工業自動化產品，工業用電腦，內嵌式運算平台，網路應用產品等 自有品牌行銷全球，15個分公司 第四页，共二十二页。 Advantech eBusiness Vision 將研華全面企業再造為e-Business Enterprise Lower transaction cost Reduce Sales Marketing 22% Advantech網站成為全球最成功的自動化產品電子商務網站． 2001年底到達營收80%電子化運作． 第五页，共二十二页。 Marketing Evolution Mass Marketing Share of market Adversarial Product centric Economies of Scale Send information 1:1 Marketing Share of customer Collaborative Customer centric Economies of scope Dialogue 第六页，共二十二页。 CRM Solution Criteria Integrated Sales, Marketing, Technical Support and Customer Service functions Web interface for Partners and Customers Easy integrate with ERP (MFG/PRO) system Easy user interface and customization Easy integrate with e-Commerce system Workflow capabilities Support multi-language for global deployment 第七页，共二十二页。 Siebel CRM Solution Global Leader in Front Office Applications Web-Based Architecture Configure Once, Deploy Everywhere No.1 in CRM market Partnerships with Industry Leaders Focus on 100% Customer Satisfaction 第八页，共二十二页。 Siebel Enterprise Architecture Sales Enterprise Based Options Service Enterprise Based Options Field Service Based Options Call Center Options Marketing Enterprise Based Options General Options Siebel Data Model (MS SQL 7.0) Siebel Object Architecture Application Server System Software, Siebel Tools 第九页，共二十二页。 CRM Solution Architecture Siebel DB IE 4.01/5.0/5.5 Siebel Object Manager (SOM) Siebel Applicatio