客戶關(guān)系管理系統(tǒng)供應(yīng)商培訓(xùn)

XXX2002.8客戶關(guān)系管理系統(tǒng)供應(yīng)商培訓(xùn)2客戶關(guān)系管理的定義客戶關(guān)系管理業(yè)務(wù)范圍的界定客戶關(guān)系管理競(jìng)爭(zhēng)才干的價(jià)值客戶選擇客戶關(guān)系管理系統(tǒng)的方法客戶關(guān)系管理工程范圍確定的關(guān)鍵客戶關(guān)系管理工程效果的評(píng)價(jià)3他的最正確客戶是誰(shuí)？他怎樣滿足他們的需求？怎樣了解他的勝利？4博得客戶權(quán)值…衡量勝利的新規(guī)范客戶權(quán)值〔CustomerEquity〕5市場(chǎng)占有率MarketShare客戶生命周期價(jià)值CustomerLifetimeValue客戶占有率CustomerShare客戶權(quán)值是由以下要素決議的：客戶權(quán)值〔CustomerEquity〕6 為獲取客戶權(quán)值，需求開展一整套客戶關(guān)系管理的競(jìng)爭(zhēng)才干。客戶洞察(CustomerInsight)客戶價(jià)值提供(CustomerOffers)客戶交互(CustomerInteractions)延伸的企業(yè)整合(EnterpriseIntegration)高績(jī)效組織(HighPerformingOrganization)客戶關(guān)系管理的定義客戶洞察客戶價(jià)值提供客戶交互高績(jī)效組織延伸的企業(yè)整合7任務(wù)內(nèi)容建立及維護(hù)知識(shí)庫(kù)(DataWarehousing)了解并發(fā)掘客戶數(shù)據(jù)(DataMining)客戶權(quán)值評(píng)價(jià)和細(xì)分(CustomerEquityIdentification)客戶洞察使公司：定義最有價(jià)值的客戶決議怎樣與其一同使相互的價(jià)值最大化發(fā)明有價(jià)值的客戶閱歷高度依賴：建立對(duì)客戶的單一視點(diǎn)實(shí)施洞察并運(yùn)用洞察客戶洞察8任務(wù)內(nèi)容品牌關(guān)系管理(BrandRelationshipManagement)定義繼續(xù)更新的及針對(duì)目的客戶群的營(yíng)銷(MarketingEffectiveness)提供個(gè)性化的產(chǎn)品及效力(Product&ServiceDevelopment)為目的客戶度身定制相關(guān)產(chǎn)品和效力注重：引人注目的價(jià)值定位建立強(qiáng)有力的品牌開發(fā)吸引客戶的產(chǎn)品和效力管理產(chǎn)品/效力構(gòu)成客戶價(jià)值提供9任務(wù)內(nèi)容建立或聯(lián)盟集成的客戶交互中心(CIC)優(yōu)化效力交付的競(jìng)爭(zhēng)才干(SDO)提升銷售組織的競(jìng)爭(zhēng)才干(SFE)運(yùn)用電子平臺(tái)創(chuàng)建虛擬企業(yè)(e-CRM)使客戶能在一切接觸點(diǎn)與企業(yè)無(wú)縫交互反映客戶對(duì)公司的價(jià)值證明對(duì)客戶需求和偏好的洞察整合營(yíng)銷、銷售和效力在每種接觸方式提供一致的信息從管理即時(shí)交流轉(zhuǎn)變?yōu)楣芾砜蛻糸啔v客戶交互才干10任務(wù)內(nèi)容實(shí)現(xiàn)有效的戰(zhàn)略協(xié)作同伴關(guān)系(StrategicAlliances)兼并或整合客戶價(jià)值提供(M&A)設(shè)計(jì)最正確的渠道戰(zhàn)略(ChannelStrategy)共享的客戶洞察及交互(ShareInsight&Interaction)共享的資源和支持(ShareResource&Supporting)開展和管理企業(yè)內(nèi)及與主要聯(lián)盟同伴的關(guān)系以擴(kuò)展客戶價(jià)值提供和加快效力速度：跨組織的“企業(yè)內(nèi)〞聯(lián)接“企業(yè)外〞聯(lián)接延伸的企業(yè)整合才干11任務(wù)內(nèi)容組織構(gòu)造調(diào)整(OrganizationStructure)績(jī)效評(píng)價(jià)(Performance)培訓(xùn)/學(xué)習(xí)/知識(shí)管理(KnowledgeManagement)指點(diǎn)力和決策才干管理(Leadership)溝通和共享的開放文化(Open&Share)主人翁精神/股權(quán)/角色和責(zé)任設(shè)計(jì)(Ownership)人員績(jī)效比產(chǎn)品和效力更能帶來(lái)獨(dú)特的不能被復(fù)制的客戶閱歷四個(gè)獨(dú)特的方面顯著影響人員績(jī)效：組織構(gòu)造和角色，文化，人才管理，培訓(xùn)高績(jī)效組織才干12客戶關(guān)系管理的定義客戶關(guān)系管理業(yè)務(wù)范圍的界定客戶關(guān)系管理競(jìng)爭(zhēng)才干的價(jià)值客戶選擇客戶關(guān)系管理系統(tǒng)的方法客戶關(guān)系管理工程范圍確定的關(guān)鍵客戶關(guān)系管理工程效果的評(píng)價(jià)13當(dāng)我們談到“CRM系統(tǒng)〞……RFCRFCR/3StandAloneGatewayTelephonyServerCTILink|SAPphoneAPICTIlinkSwitchProtocolTCP/IPSocketsRFCLINKR/3GatewayR/3APPServerABAP/4RFCORBAPIIVR--____________________________________SAPGUICICSwitch/PhoneMessaging當(dāng)我們談到“CRM系統(tǒng)〞……15當(dāng)我們談到“CRM系統(tǒng)〞……16CRM系統(tǒng)的概念越來(lái)越廣InternetSelfServiceCallCenterSalesForceAutomationCustomerRelationshipManagementMobileSales---->---->17普通我們會(huì)把以下系統(tǒng)稱作CRM客戶數(shù)據(jù)分析和數(shù)學(xué)模型運(yùn)用系統(tǒng)集成品牌關(guān)系管理呼叫中心和自助效力內(nèi)容管理數(shù)據(jù)信息流管理電子渠道溝通管理業(yè)務(wù)預(yù)測(cè)和客戶需求交付客戶閱歷〔交互〕管理業(yè)務(wù)知識(shí)和技術(shù)知識(shí)管理客戶忠實(shí)度管理依本錢管理協(xié)作同伴關(guān)系管理個(gè)性化和客戶化銷售自動(dòng)化和業(yè)務(wù)提效無(wú)線通訊和挪動(dòng)商務(wù)18我們甚至可以界定CRM的范圍InternetSalesFieldSalesFieldServiceInternetCustomerSelfServiceCustomerInteractionCenterSales&ServiceDocumentTeleMarketingTeleSalesInternetMarketingMarketingPlan&CampaignInstallBaseManagementProduct

&BrandMgmt.Retention

manage-

mentSalesMethodologyTiered

ServicingBusinessPartnerCollabor-ation19當(dāng)我們回到了本人的企業(yè)銷售部效力部市場(chǎng)部產(chǎn)品部財(cái)務(wù)部企劃部運(yùn)作部人事部行政部研發(fā)部倉(cāng)管部消費(fèi)管理部工藝部CRM相關(guān)部門?CRM無(wú)關(guān)部門?？20當(dāng)我們回到了本人的部門效力部售后維修資料翻譯人員調(diào)度備件庫(kù)技術(shù)支持知識(shí)庫(kù)現(xiàn)場(chǎng)支持客戶效力網(wǎng)站編輯全部都屬于CRM？21激發(fā)需求

方案和管理企業(yè)滿足需求X組織產(chǎn)品研發(fā)CRM關(guān)注的是如何激發(fā)需求客戶關(guān)系管理的范圍界定客戶關(guān)系管理商務(wù)22為什么說(shuō)，這個(gè)不是CRM？23客戶關(guān)系管理的業(yè)務(wù)框架客戶交互管理電子郵件/郵件/呼機(jī)/個(gè)人助理/挪動(dòng)呼叫中心在線效力現(xiàn)場(chǎng)效力客戶洞察管理集成架構(gòu)管理企業(yè)文化組織構(gòu)造才干績(jī)效管理交流協(xié)調(diào)組織績(jī)效管理營(yíng)銷銷售效力客戶閱歷管理業(yè)務(wù)支持業(yè)務(wù)流程業(yè)務(wù)支持業(yè)務(wù)流程業(yè)務(wù)支持業(yè)務(wù)流程市場(chǎng)方案目的客戶群管理產(chǎn)品建議書個(gè)性化郵件銷售預(yù)測(cè)開銷破費(fèi)管理關(guān)鍵客戶管理渠道同伴管理銷售價(jià)錢管理銷售階段管理銷售組織管理線索開辟管理營(yíng)銷活動(dòng)管理市場(chǎng)培訓(xùn)管理銷售活動(dòng)管理線索跟蹤管理時(shí)機(jī)管理訊價(jià)管理報(bào)價(jià)管理銷售定單管理銷售合同效力懇求管理效力處置管理效力確認(rèn)管理贊揚(yáng)埋怨管理效力合同管理效力權(quán)益管理自助效力銷售時(shí)機(jī)管理義務(wù)排程管理技術(shù)討論組處理方案數(shù)據(jù)庫(kù)已安裝產(chǎn)品數(shù)據(jù)效力產(chǎn)品管理效力組織管理客戶的買方價(jià)值客戶的贏利才干分析客戶生命周期價(jià)值客戶行為預(yù)測(cè)客戶資料整合/搜集目的客戶營(yíng)銷產(chǎn)品組合/多渠道整合交叉/晉級(jí)銷售客戶忠實(shí)度/保管率管理定價(jià)/收入管理公關(guān)/市場(chǎng)活動(dòng)管理營(yíng)銷/市場(chǎng)活動(dòng)收效管理業(yè)務(wù)流程系統(tǒng)操作中間件通訊機(jī)制客戶數(shù)據(jù)產(chǎn)品數(shù)據(jù)組織數(shù)據(jù)合同及發(fā)貨信息24客戶關(guān)系管理的定義客戶關(guān)系管理業(yè)務(wù)范圍的界定客戶關(guān)系管理競(jìng)爭(zhēng)才干的價(jià)值客戶選擇客戶關(guān)系管理系統(tǒng)的方法客戶關(guān)系管理工程范圍確定的關(guān)鍵客戶關(guān)系管理工程效果的評(píng)價(jià)25開展客戶關(guān)系管理的競(jìng)爭(zhēng)才干對(duì)企業(yè)的財(cái)務(wù)目的有什么影響？在上百項(xiàng)有待開展的客戶關(guān)系管理的競(jìng)爭(zhēng)才干中，哪些競(jìng)爭(zhēng)才干對(duì)財(cái)務(wù)目的的影響最大，最迅速？客戶關(guān)系管理才干的價(jià)值舉例26429個(gè)問(wèn)題:戰(zhàn)略方面的業(yè)務(wù)流程方面的組織和人員績(jī)效方面的技術(shù)方面的數(shù)量分析法(QuantitativeAnalysis):相關(guān)法(Correlation)派生法(Derived)質(zhì)量分析法(QualitativeAnalysis):與50位高級(jí)指點(diǎn)深化訪談537份有效的調(diào)查答卷264個(gè)大企業(yè)通訊化工醫(yī)藥零售電子/高科技制造調(diào)查內(nèi)容/方法調(diào)查對(duì)象涉及的行業(yè)舉例2000年的專題調(diào)研27作為一個(gè)營(yíng)業(yè)額為10億美金的企業(yè)，在普通情況下，由客戶關(guān)系管理的競(jìng)爭(zhēng)才干帶來(lái)的收益為10%左右。雖然一切的才干都很重要，但其中某些才干對(duì)財(cái)務(wù)目的的影響會(huì)特別大些。舉例調(diào)研結(jié)果28%客戶關(guān)系管理競(jìng)爭(zhēng)才干帶來(lái)的利潤(rùn)增長(zhǎng)50%52%47%28%64%44%0%20%40%60%80%100%通訊化工醫(yī)藥零售電子/高科技制造經(jīng)過(guò)對(duì)眾多企業(yè)的調(diào)查分析闡明，CRM才干對(duì)企業(yè)的營(yíng)運(yùn)結(jié)果有顯著的奉獻(xiàn)舉例調(diào)研結(jié)果29以電子/高科技行業(yè)的調(diào)查結(jié)果為例，客戶關(guān)系管理競(jìng)爭(zhēng)才干對(duì)企業(yè)的銷售報(bào)答影響尤為明顯。*資料來(lái)源：企業(yè)CRM才干價(jià)值調(diào)查分析報(bào)告，2000，AccentureCRM才干對(duì)銷售報(bào)答(ROS)的奉獻(xiàn)*落后企業(yè)13%33%CRM才干13%其它才干7%CRM領(lǐng)先企業(yè)-1%平均企業(yè)舉例調(diào)研結(jié)果30在針對(duì)電子/高科技行業(yè)的調(diào)查中，我們發(fā)現(xiàn)少數(shù)關(guān)鍵的CRM才干即可對(duì)企業(yè)的營(yíng)運(yùn)結(jié)果產(chǎn)生明顯的改善*資料來(lái)源：企業(yè)CRM才干價(jià)值調(diào)查分析報(bào)告，2000，Accenture各項(xiàng)CRM才干對(duì)銷售報(bào)答(ROS)的奉獻(xiàn)*前10項(xiàng)添加11項(xiàng)添加33項(xiàng)總共54項(xiàng)56%29%15%100%=ROS13%舉例調(diào)研結(jié)果31客戶關(guān)系管理的定義客戶關(guān)系管理業(yè)務(wù)范圍的界定客戶關(guān)系管理競(jìng)爭(zhēng)才干的價(jià)值客戶選擇客戶關(guān)系管理系統(tǒng)的方法客戶關(guān)系管理工程范圍確定的關(guān)鍵客戶關(guān)系管理工程效果的評(píng)價(jià)32案例分析某世界50強(qiáng)企業(yè)

-客戶關(guān)系管理平臺(tái)選型工程33TechnicalCriteriaExecutionMaintainCustProfileDevelopmentPROCESSAssignUserRolesManageProcessStepsSell/Retain/WinBackWORKFLOWClientPrioritiesPerfProactiveContactManageCustTroubles“BestFit〞選擇最適宜的客戶關(guān)系管理平臺(tái)34CRM功能模型：2.1 MarkettoCustomer 2.1.1 CreateTacticalMarketingPlan 2.1.2 SelectTargetCustomers 2.1.3 GenerateDemand/AttractCustomers 2.2 SellandEnableProduct 2.2.1 NegotiateSale 2.2.2 DesignCustomerSolution 2.2.3 SetUpRelationship/Profile 2.2.4 ManageOrder 2.2.5 ActivateService 2.2.6 FulfillSale 2.3 EnhanceCustomerRelationships 2.3.1 ManageContacts 2.3.2 BuildCustomerInsightandUnderstanding2.3.3 MaintainCustomerProfile 2.3.4 PerformProactiveContact 2.3.5 Sell/Retain/Win/WinBack 2.3.6 ManageRiskwithCustomer 2.3.7 ManageCustomerTroubles 2.3.8 ProcessCustomerRequests 2.4 BillCustomerandCollectRevenues 2.4.4 PerformSettlementActivities2.4.5PerformCollectionActivities驗(yàn)證，分析并得出結(jié)論參照客戶關(guān)系管理〔CRM〕功能模型建立系統(tǒng)根本功能評(píng)價(jià)框架綜合評(píng)定客戶關(guān)系管理〔CRM〕平臺(tái)供應(yīng)商運(yùn)用內(nèi)部資源：管理部門或內(nèi)部顧問(wèn)運(yùn)用外部資源：咨詢公司或?qū)I(yè)分析師還需求思索：有無(wú)獨(dú)特的功能？有無(wú)針對(duì)行業(yè)的功能？當(dāng)年的營(yíng)業(yè)額是多少？世界排名第幾位？有哪些客戶正在運(yùn)用？獲取信息從：已開場(chǎng)接觸的供應(yīng)商獲取信息從：新供應(yīng)商量化而全面的評(píng)價(jià)過(guò)程35CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenueCustomerSalesEvents2.2SellandEnableProduct2.1MarkettoCustomerProvideCustomerService2.3EnhanceCustomerRelationshipPaysBillorDoesNotPayFraudOccurrenceUses

ServiceFulfilledRequestInvoiceTargetMessagesWantsProduct/ServicesTroubleReportManageContactsDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsSell/Retain/WinBackProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactManageCustomerTroublesGenerateDemand/AttractCustomersBuildCustomerInsight&UnderstandingDesignCustomerSolutionNegotiateSaleSetupRelationship/ProfileFulfillSaleManageOrderActivateServiceMaintainCustomerProfilePerformProactiveContactCreateTacticalMarketing

PlanSelectTargetCustomerPerformSettlementActivitiesPerformCollectionsActivitiesManageRiskw/Customer系統(tǒng)根本功能評(píng)價(jià)框架36系統(tǒng)根本功能評(píng)價(jià)案例分析37優(yōu)勢(shì)功能： ManageOrder優(yōu)勢(shì)功能： PerformCollectionActivities ManageRiskwithCustomer,PerformSettlementActivities,PerformCollectionActivities經(jīng)過(guò)配置實(shí)現(xiàn)的功能： CreateTacticalMarketingPlan,SelectTargetCustomers,GenerateDemand/AttractCustomers,ManageOrder,ManageContacts,MaintainCustomerProfile,PerformProactiveContact,ManageCustomerTroubles Process/ActivityDefinition,Resources/RolesDefinition,Rules/RoutingDefinition,WorkDefinition,Queue/WorklistDefinition,TriggersandScheduling內(nèi)置的功能：Clarify(eFrontOffice6.0)38Clarify=3.7CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport4.44.14.14.54.65.04.64.25.0N/A2.61.62.34.13.73.0N/A3.13.5ManageContactsSell/Retain/WinBackN/AN/AN/AProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactManageCustomerTroubles3.94.22.33.7GenerateDemand/AttractCustomersBuildCustomerInsight&UnderstandingNegotiateSaleSetupRelationship/ProfileManageOrderActivateServiceMaintainCustomerProfilePerformProactiveContactCreateTacticalMarketing

PlanSelectTargetCustomerPerformSettlementActivitiesPerformCollectionsActivitiesManageRiskw/CustomerDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSale39Oracle(3i)優(yōu)勢(shì)功能： None 優(yōu)勢(shì)功能： IncompleteIntegrationoffunctionalandtechnical components ManageRiskwithCustomer,ProcessCustomerRequests,PerformCollectionActivities經(jīng)過(guò)配置實(shí)現(xiàn)的功能： CreateTacticalMarketingPlan,SelectTargetCustomers,ManageContacts,PerformProactiveContacts Process/ActivityDefinition,Resources/RolesDefinition,Rules/RoutingDefinition,WorkDefinition,TriggersandScheduling內(nèi)置的功能：40Oracle=3.4CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport4.04.03.94.15.03.94.04.0N/A3.62.52.53.23.52.2N/A3.33.3ManageContactsSetupRelationship/ProfileManageOrderActivateServiceSell/Retain/WinBackMaintainCustomerProfileN/AN/AN/AGenerateDemand/AttractCustomersNegotiateSaleProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactBuildCustomerInsight&UnderstandingManageCustomerTroubles3.33.93.33.4SelectTargetCustomerCreateTacticalMarketingPlanPerformProactiveContact3.8PerformSettlementActivitiesPerformCollectionsActivitiesManageRiskw/CustomerDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSale41SAP(CRM2.0)優(yōu)勢(shì)功能： None ManageRiskwithCustomer經(jīng)過(guò)配置實(shí)現(xiàn)的功能： ManageOrder,ManageContacts,ManageCustomerTroubles,PerformSettlementActivities,PerformCollectionActivities Process/ActivityDefinition,Resources/RolesDefinition,Rules/RoutingDefinition,WorkDefinition,Queue/WorklistDefinition,TriggersandScheduling,MonitoringandReporting, WorkflowComponents內(nèi)置的功能： ProcessCustomerRequests,PerformSettlementActivities,PerformCollectionActivities Queue/WorklistDefinition,MonitoringandReporting,WorkflowComponents 優(yōu)勢(shì)功能：42SAP=3.8CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport3.43.63.84.33.84.04.24.04.0N/A4.34.42.43.83.5ManageRiskw/Customer3.7N/A3.53.4ManageContactsSetupRelationship/ProfileActivateServicePerformProactiveContactSell/Retain/WinBackMaintainCustomerProfileN/AN/AN/ACreateTacticalMarketingPlanGenerateDemand/AttractCustomersNegotiateSaleProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactManageCustomerTroubles3.83.64.43.6BuildCustomerInsight&UnderstandingSelectTargetCustomerManageOrderManageRiskw/CustomerDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSalePerformSettlementActivitiesPerformCollectionsActivities43Siebel(Siebel99.5)優(yōu)勢(shì)功能： Rules/RoutingDefinition ManageRiskwithCustomer,PerformSettlementActivities,PerformCollectionActivities,Rules/RoutingDefinitions經(jīng)過(guò)配置實(shí)現(xiàn)的功能： CreateTacticalMarketingPlan,SelectTargetCustomers,GenerateDemand/AttractCustomers,SetUpRelationship/Profile,ManageContacts,MaintainCustomerProfile,PerformProactiveContact,ManageCustomerTroubles Resources/RolesDefinition,WorkDefinition,Queue/WorklistDefinition,TriggersandScheduling,MonitoringandReporting,WorkflowComponents內(nèi)置的功能： CreateTacticalMarketingPlan,SelectTargetCustomers,NegotiateSale,SetUpRelationship/Profile,ManageContacts,MaintainCustomerProfile 優(yōu)勢(shì)功能：44Siebel=3.9CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/Services4.85.04.14.64.53.03.85.05.0N/A2.52.22.34.43.43.2N/A4.53.8Sell/Retain/WinBackN/AN/AN/ASelectTargetCustomerProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContact4.04.52.44.0ManageContactsGenerateDemand/AttractCustomersCreateTacticalMarketing

PlanBuildCustomerInsight&UnderstandingPerformProactiveContactSetupRelationship/ProfileManageCustomerTroublesNegotiateSaleManageOrderActivateServiceManageRiskw/CustomerPerformSettlementActivitiesPerformCollectionsActivitiesTroubleReportDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSaleMaintainCustomerProfile45Vantive優(yōu)勢(shì)功能： SignificantlyLowerCost GenerateDemand/AttractCustomers,NegotiateSale,SetupRelationship/Profile,ManageOrder,MaintainCustomerProfile,Sell/Retain/Win/WinBack,ManageRiskwithCustomer,ProcessCustomerRequests,PerformSettlementActivities,PerformCollectionActivities ProcessActivityDefinition,Rules/RoutingDefinition,WorkDefinition經(jīng)過(guò)配置實(shí)現(xiàn)的功能：

GenerateDemand/AttractCustomers,NegotiateSale,SetupRelationship/Profile,ManageOrder,MaintainCustomerProfile,ProcessCustomerRequests ProcessActivityDefinition,Rules/RoutingDefinition,WorkDefinition優(yōu)勢(shì)功能：46Vantive=2.3CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport3.03.02.03.13.73.02.63.03.0N/A2.02.02.31.53.0ManageRiskw/Customer1.1N/A2.32.2ManageContactsSetupRelationship/ProfileManageOrderActivateServicePerformProactiveContactSell/Retain/WinBackMaintainCustomerProfileN/AN/AN/ACreateTacticalMarketingPlanGenerateDemand/AttractCustomersNegotiateSaleProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactBuildCustomerInsight&UnderstandingManageCustomerTroubles2.42.62.02.3SelectTargetCustomerPerformSettlementActivitiesPerformCollectionsActivitiesDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSale47客戶關(guān)系管理競(jìng)爭(zhēng)才干評(píng)價(jià)結(jié)果系統(tǒng)功能評(píng)價(jià)結(jié)果“BestFit〞最正確選擇獲取第三方廠商支持最終分析技術(shù)分析明確功能缺陷功能差距分析審核系統(tǒng)功能與企業(yè)重點(diǎn)開展的競(jìng)爭(zhēng)才干映射的情況需求發(fā)給供應(yīng)商初步分析有無(wú)額外需求？系統(tǒng)功能需求的優(yōu)先級(jí)功能和本錢分析“業(yè)務(wù)情景〞分析YesNo決議最適宜的平臺(tái)的過(guò)程48客戶關(guān)系管理的定義客戶關(guān)系管理業(yè)務(wù)范圍的界定客戶關(guān)系管理競(jìng)爭(zhēng)才干的價(jià)值客戶選擇客戶關(guān)系管理系統(tǒng)的方法客戶關(guān)系管理工程范圍確定的關(guān)鍵客戶關(guān)系管理工程效果的評(píng)價(jià)49？任務(wù)難點(diǎn)工程目的和范圍工程組業(yè)務(wù)部門公司高層咨詢顧問(wèn)系統(tǒng)供應(yīng)商定義工程的目的和范圍的任務(wù)難度往往是由言語(yǔ)不通〞呵斥的。這階段的成果有任何一點(diǎn)模糊都將會(huì)是工程實(shí)施中的隱患！50協(xié)同客戶贊揚(yáng)管理經(jīng)過(guò)呼叫中心平臺(tái)一致接受客戶贊揚(yáng)對(duì)客戶贊揚(yáng)的景象以及處理方法進(jìn)展系統(tǒng)記錄對(duì)客戶贊揚(yáng)的處置進(jìn)展集中指派安排對(duì)相應(yīng)贊揚(yáng)進(jìn)展效力的日程對(duì)相應(yīng)效力所需產(chǎn)品或其相關(guān)信息進(jìn)展查詢對(duì)贊揚(yáng)的效力結(jié)果進(jìn)展系統(tǒng)反響對(duì)效力執(zhí)行過(guò)程進(jìn)展跟蹤處理方案數(shù)據(jù)庫(kù): 根據(jù)知的病癥或關(guān)鍵查詢條件建立相應(yīng)的詳細(xì)處理方案數(shù)據(jù)庫(kù)對(duì)處理方案數(shù)據(jù)庫(kù)提供查詢工具〔可集成在客戶交互中心平臺(tái)〕提供數(shù)據(jù)庫(kù)搜索引擎對(duì)處理方案數(shù)據(jù)庫(kù)不能處理的問(wèn)題可以創(chuàng)建效力懇求來(lái)后繼處置對(duì)處理方案的運(yùn)用效果進(jìn)展反響,便于進(jìn)一步完善對(duì)處理方案的內(nèi)容進(jìn)展日常維護(hù)建立對(duì)不同角色〔如內(nèi)部人員或代理商〕進(jìn)展處理方案查詢的權(quán)限客戶效力處置在系統(tǒng)中記錄效力懇求對(duì)與客戶簽署的效力合同在系統(tǒng)中做記錄記錄效力處置的過(guò)程〔效力定單〕并可進(jìn)展效力進(jìn)展形狀的查詢和跟蹤對(duì)效力合同的執(zhí)行以及相應(yīng)的效力活動(dòng)進(jìn)展記錄實(shí)現(xiàn)效力定單的打印輸出企業(yè)對(duì)效力的定義舉例系統(tǒng)供應(yīng)商對(duì)效力的定義CustomerandCallManagementService-OrientedCallManagement CompleteAssetHistory ConfigurationChanges SLAManagement FieldActivitiesManagement FieldEngineerShifts,ToolsandSkills FieldEngineerActivities ActivityTemplates IntelligentDispatch AutomatedDispatch FieldEngineerTrunkInventory PartsConsumption PartsSwapbetweenFieldEngineers RMA/ServiceOrdersManagementReplenishmentOrders RMAAdvancedExchange RMARepair&Return RMAReturn PurchaseOrder ServiceInventory&LogisticsSparePartsdefinition Transaction-basedServiceInventory Inventoryserialization In-transitInventory ThirdPartyandConsignedInventory Cycle-counting PartsAdjustments StockTransfers Overthecountertransactions PartBrowser OrdersFulfillment