oraclecrm綜合解決方案

1、IntroductiontoOracle eBusiness: CRMbruce li Oracle education第1頁Course ContentCRM是什么Oracle CRM 處理方案Oracle CRM 產(chǎn)品家族及渠道第2頁CRM DefinitionCRM: Customer Relationship Management -CRM is the holistic strategic move whereby firms aim to re-engineer all aspects of the customer handling process. -Datamonitor C

2、orporation以客戶為中心，全方面改進(jìn)與客戶關(guān)系相關(guān)全部商業(yè) 流程整體策略.包含客戶關(guān)系管理標(biāo)準(zhǔn)思想及軟件實(shí)現(xiàn)第3頁Customer Retention第4頁Customer Acquisition第5頁Customer Pruning第6頁CRM DefinitionCRM: 建立以客戶為中心企業(yè)CRM關(guān)注焦點(diǎn)-什么是客戶關(guān)系客戶滿意度忠實(shí)度贏利性在企業(yè)全部與用戶接觸領(lǐng)域，全方面改進(jìn)企業(yè)表現(xiàn)市場營銷銷售客戶服務(wù)第7頁管理信息系統(tǒng)發(fā)展成本60年代產(chǎn)品競爭焦點(diǎn)生產(chǎn)戰(zhàn)略特點(diǎn)信息系統(tǒng)形式70年代市場80年代質(zhì)量90年代個性需求二十一世紀(jì)市場&速度大批量低成本系統(tǒng)穩(wěn)定產(chǎn)品集中內(nèi)部協(xié)調(diào)信息集成工序

3、控制加緊物資周轉(zhuǎn)降低管理費(fèi)看板管理新產(chǎn)品投入應(yīng)變能力強(qiáng)企業(yè)重組優(yōu)化供給鏈靈敏制造知識含量高環(huán)境保護(hù)產(chǎn)品狹義MRPMRPMRP IIJITERP(MRPII、SCM)CRMEBusiness第8頁CRM&ERP企業(yè)競爭加劇降低生產(chǎn)成本提升運(yùn)作效率提供全方面決議信息信息技術(shù)發(fā)展BPR:Business Process RebuildERP 應(yīng)用系統(tǒng)內(nèi)部商務(wù)流程財(cái)務(wù)庫存制造人力資源。內(nèi)部資源優(yōu)化配置物流、資金流、信息流統(tǒng)一內(nèi)部流程自動化企業(yè)管理基干運(yùn)作平臺80年代中期-90年代第9頁CRM&ERP關(guān)注客戶：更多關(guān)注（one-to-one)更及時服務(wù)與用戶互動ERP 應(yīng)用系統(tǒng)前端辦公領(lǐng)域市場營銷銷售客

4、戶服務(wù)客戶生命周期管理交流更有效（任何時間、地點(diǎn)、方式）客戶相關(guān)流程統(tǒng)一信息平臺CRM 應(yīng)用系統(tǒng)買方市場注意力經(jīng)濟(jì)。90年代末BPR:Business Process Rebuild第10頁Oracle CRMCRM 產(chǎn)品市場三種類型處理方案供給商：ERP VendorIndependent, horizontal CRM vendorsSiebel, Onyx, Vantive,Clarifypart-of-the-solution CRM vendorsTrilogy, Primus, E.Piphany, GoldmineOracle Corp. 觀點(diǎn)：CRM應(yīng)用不可能在真空中生存第11

5、頁Oracle - 全球卓越信息業(yè)巨人全球第一大電子商務(wù)方案引擎全球第二大軟件企業(yè)全球第一大數(shù)據(jù)庫，開發(fā)工具， 決議支持產(chǎn)品企業(yè)全球第一大ERP 產(chǎn)品企業(yè)全球第二大信息業(yè)培訓(xùn)組織全球第四大咨詢服務(wù)企業(yè)Oracle Market ShareeBusiness engineDatabase ToolsOLAP#1Applications#1第12頁Oracle 企業(yè)戰(zhàn)略發(fā)展方向 數(shù)據(jù)庫供給商戰(zhàn)略性合作搭檔特定市場大眾市場統(tǒng)一企業(yè)到：從：互聯(lián)網(wǎng)計(jì)算結(jié)構(gòu)客戶/服務(wù)器計(jì)算結(jié)構(gòu)獨(dú)立組織五年之前第13頁Oracle 電子商務(wù)套件100% 純 Internet全方位且集成處理方案Oracle Applicat

6、ion ( ERP)企業(yè)資源計(jì)劃系統(tǒng)eBusiness Suite 電子商務(wù)應(yīng)用套件戰(zhàn)略轉(zhuǎn)型第14頁與您競爭對手相比今天所面臨挑戰(zhàn)是：更新快高質(zhì)量低廉產(chǎn)品第15頁AttractE-mail CampaignsAutomated MarketingIn-/Outbound Call centerField Sales/ServiceiStoreInformCollateral FulfillmentIn-/Outbound Call CenterScripting/WorkflowE-mail/iStoreAutomated MarketingField Sales/ServiceCustomi

7、zeConfigurationScripting/WorkflowCollateral FulfillmentDenali (Personalization)TransactIn-/Outbound Call CenteriStore/E-mailField Sales/ServiceOrder CaptureContractsChannel IntegrationPayiPaymentCollections/ReceivablesField Sales/ServiceiSupportCustomer Care/SupportField Sales/ServiceiStore/E-mailCo

8、ntractsScripting/WorkflowInteractDeliverOrder ManagementOrder FulfillmentInbound/Outbound CallCenterField Sales/ServiceiStore/E-mailPersonalizeBusiness/Customer IntelligenceDenaliData WarehouseThis isan E-Business第16頁電子商業(yè)新業(yè)務(wù)模式 訂單獲取和開帳單客戶服務(wù)計(jì)劃和排程戰(zhàn)略采購靈敏制造后勤保障和發(fā)運(yùn)商業(yè)智能戰(zhàn)略構(gòu)想財(cái)務(wù)管理市場活動管理機(jī)會管理協(xié)同銷售客戶(互聯(lián)網(wǎng))客戶(直接)客戶

9、(間接)內(nèi)部 來自客戶信息 信息/實(shí)物到客戶客戶關(guān)系管理供給鏈管理發(fā)運(yùn)到客戶企業(yè)戰(zhàn)略管理人力資源管理電子商務(wù)需要成功有效 前端+后臺 支持 第17頁E-Business Suite 11iComplete and Simple第18頁數(shù)據(jù)庫與開發(fā)工具技術(shù)業(yè)務(wù)支持財(cái)務(wù)管理人力資源管理供給商客戶供給鏈執(zhí)行Internet采購Exchange供給商計(jì)劃訂單發(fā)運(yùn)制造與供給鏈計(jì)劃預(yù)測/MRP計(jì)劃與排程靈敏制造質(zhì)量管理客戶關(guān)系管理市場銷售呼叫中心客戶服務(wù)e-commerce在線分析/決議支持/商業(yè)智能Oracle全方面處理方案-e business suite第19頁FragmentedPoint Sys

10、temsIntegrated SuiteFragmentedPoint SystemsIntegrated SuiteInternal FocusCustomers,SuppliersInternal FocusCustomers,SuppliersAdministrativeSelf-ServiceAdministrativeSelf-ServiceLocal, RegionalGlobalLocal, RegionalGlobal11i: Transform into an E-Business第20頁FinancialsHuman ResourcesSupply ChainRequisi

11、tionsExchangesWeb StoreSales Force AutomationServiceE-mail ManagementMarketing/Campaign Mgmt. Kit vs. Suitee-business suite第21頁制造管理工程數(shù)據(jù)物料清單主計(jì)劃/MRP能力管理車間管理質(zhì)量管理成本管理項(xiàng)目制造業(yè)方案 先進(jìn)計(jì)劃與排程項(xiàng)目管理項(xiàng)目成本項(xiàng)目計(jì)費(fèi)個人工時及費(fèi)用管理Activity Management Gateway項(xiàng)目連接Project Analysis Collection Pack應(yīng)用技術(shù)預(yù)警 XML 網(wǎng)關(guān)電子商貿(mào)網(wǎng)關(guān) 工作流財(cái)務(wù)管理總帳管理全球會計(jì)處理引擎

12、全球財(cái)務(wù)合并系統(tǒng)內(nèi)部交易處理系統(tǒng)應(yīng)付帳管理應(yīng)收帳管理固定資產(chǎn)管理理財(cái)Treasury現(xiàn)金管理費(fèi)用匯報(bào)(自我服務(wù))eTravel 稅務(wù)管理物業(yè)管理財(cái)務(wù)智能人力資源管理人力資源工薪管理培訓(xùn)管理工時管理自我服務(wù)Advanced BenefitsOracle eBusiness Suite R11i (ERP)Exchange 電子交易市場Internet 采購采購管理采購(自我服務(wù))采購與TPN鏈接供給商排程采購智能 Web 供給商產(chǎn)品目錄與內(nèi)容管理商業(yè)智能財(cái)務(wù)分析銷售分析數(shù)據(jù)倉庫戰(zhàn)略企業(yè)管理ABM 分析業(yè)績平衡卡SEM Exchange商業(yè)智能系統(tǒng)供給鏈管理庫存管理 銷售訂單 先進(jìn)價(jià)格 采購管理

13、自我服務(wù) 產(chǎn)品配置 產(chǎn)品配置編制器 供給商計(jì)劃 先進(jìn)供給鏈計(jì)劃 主計(jì)劃全球承諾服務(wù)器 流程制造配方管理庫存管理試驗(yàn)室管理流程成本管理流程制造智能質(zhì)量管理計(jì)劃排產(chǎn)生產(chǎn)管理調(diào)整管理人力資源管理供給鏈管理Internet采購及Exchanges戰(zhàn)略性財(cái)務(wù)管理商業(yè)智能管理應(yīng)用技術(shù)第22頁銷售管理iStoreConfigurator Sales EditionConfigurator Engineering EditionConfigurator StudioConfigurator Studio Sales EditionField SalesField Sales/Palm DevicesSales

14、Sales CompensationSales IntelligenceTelesales市場管理MarketingMarketing for CommunicationsMarketing Intelligence服務(wù)ContractsCustomer CareCustomer IntelligenceMROMobile Field ServiceServiceWeb Customers呼叫中心Call Center IntelligenceCall BlendingCampaign PlusFulfillmentIVR IntegratorInsightMiddlewareOpen Tel

15、PredictiveTelephony ManagerTelebusiness for Financial ServicesTelebusiness for Telco/Utilities電子商業(yè)e-Commerce IntelligenceiBill and PayiMarketingiPaymentiStoreWeb Customers應(yīng)用技術(shù)Alerte-Commerce GatewayWorkflowXML GatewayServiceE-CommerceMarketingSalesCall Center呼叫中心服務(wù) 行業(yè)應(yīng)用市場銷售 電子商業(yè)Oracle eBusiness Suit

16、e R11i (CRM)第23頁Oracle CRM - FootprintSalesCall CenterServiceMarketingMarketingTelemarketingTelesalesCustomerSupport/CareiMarketingiCenteriStoreiPaymentiSupportiBill&PayiCenterWebMarketing IntelligenceSales IntelligenceCustomer IntelligenceField sales-Connected-Mobile/PDAField ServiceMobile/PDAEntit

17、lement +Installed BaseMobileFin/MfgFoundation: Party, Product, Price, Order, Task, Territory, Knowledge Management, Fulfillment.Order Capture + Contracts + Sales Comp第24頁ORACLE CRM 11i Product Families Marketing Online, MES, Mktg IntelligenceMarketingProduct FamilyProductsSales Online, TeleSales, Or

18、der Capture, SalesSalesCompensation, Field Sales/Mobile, Sales IntelligenceContracts, Customer Support, Scheduler, FS/MobileServiceDepot Repair, Spares Mgmt, Customer IntelligenceiStore, iMarketing, iPayment, iSupportE-CommerceAdv. Inbound, Adv. Outbound, eMail Center,Interaction CenterBlending, Scr

19、ipting, Collections, Connectors第25頁Oracle CRM 11i Products By ChannelMain/CoreFamilyTelephoneWebMobileOthersMarketing OnlineMarketingiMarketing(Ecommerce)Mktg Encyclopedia,Mktg IntelligenceSales OnlineSalesTelesalesiStore(Ecommerce)Field Sales/MobileSales Compensation,Sales IntelligenceInstalled Bas

20、eServiceCustomer Care,Customer SupportiSupport(Ecommerce)Field Service/MobileContracts-Core,Contracts-Service,Depot Repair,Scheduler,Spares Mgmt,Customer IntelligenceECommerceiStore, iMarketing,iPayment, iSupportInteractionCenterMultiChannel Mgr,Advanced InboundAdvanced Outbound,Interaction Blending

21、Email CenterConnectors,Scripting,Interaction Intelligence,CollectionsPriced ProductFree/Bundled ProductOthers - Optional Product(s)第26頁CRM 11i Product RoadmapMay?0Sep?0Dec?0/Mar?1Architecture/FoundationInteraction CenterSuiteMarketing SuiteSales SuiteService SuiteE-Commerce SuiteCRM VerticalNew Cust

22、omer ModelCRM FoundationComplete Suite AvailableComplete SuiteAvailableSales CompensationComplete SuiteAvailableComplete SuiteAvailableCRM 11i.1Relationship GraphingContact Context etc.EnhancementsTrade PlanningCPG EnhancementsComplete SuiteMobile Sales (Phase I)Mobile Service(Phase I)Banking Center

23、Comms IndustryCRM 11i.2D&B IntegrationCabo UI etc.Web CollaborationVoIPMarketing DatamartDarwin IntegrationMobile Sales (Phase II)Mobile Service(Phase II)CRM 11i.3第27頁7Sales/Marketing&ConfigurationHumanResourcesOrder EntryGeneralLedgerInventoryAccountsReceivableMaterialRequirementsPlanningSales Reps

24、OrganizationPricingOrders/ Order StatusSales ForecastingAccounting CalendarItemsProduct FamiliesCollateral AvailabilityCase HistoryService ExpirationCustomer Calls/ satisfactionInstall BasePayrollTerritoriesPromotionsSales CreditsPayInvoicesCredit memosPaymentsClawbacksCRM ModulesERP Modules LegendO

25、rders BookedCustomer/ Contact InfoTax InfoSales Reps per accountSalesCompensationAccounting CalendarAn integrated component Service andCustomer Care第28頁Oracle CRM for E-BusinessInternet-basedOpportunityto Cash市場計(jì)劃建立客戶線索機(jī)會管理訂單配置器訂單創(chuàng)建訂單執(zhí)行帳單收費(fèi)銷售智能以客戶為中心第29頁E-Business Suite: The CRM in CRM CustomerSimpl

26、e: Single Customer Model vs. Multiple Customer Models RelationshipsComplete: 360-degree view ManagementGlobal: Multi-Channel Interaction Capabilities第30頁Oracle CRMOracle CRM 是一個完整與ERP集成處理方案底層數(shù)據(jù)同時商業(yè)流程整合三大賣點(diǎn)：融匯貫通交流渠道360度關(guān)心-客戶智能100%Internet第31頁Unified ChannelsRetailPartnersMobileCall centerWebCustomer第32頁銷售商務(wù)部信息工程設(shè)計(jì)部信息技術(shù)質(zhì)量部信息生產(chǎn)部信息協(xié)議管理部信息分散系統(tǒng)弊端第33頁集成系統(tǒng)效果完整企業(yè)信息降低數(shù)據(jù)重復(fù)信息完全共享數(shù)據(jù)唯一準(zhǔn)確全方面有效數(shù)據(jù)分析第34頁Oracle CRM