微软CRM方案介绍-英文
客户关系管理(CRM)(英文版)
Plan Execute
Execution and management of the marketing campaigns and customer treatment plans. Data gathering.
10
Ogilvy & Mather
&
CRM Critical Success Factors
Data mining, customer profile building Data warehousing
Oracle, SQL, DB2, Sybase etc…
Data analysis and profiling
eSpective, Webtrends etc…
14
Ogilvy & Mather
&
Ogilvy Interactive Team
Customer Relationship Management (CRM)
Vladimir M Jordanov December 2nd, 2000 Oglivy Interactive Beijing Boot-camp
1
Ogilvy & Mather
7
Ogilvy & Mather
&
Target Marketing
Direct mail, telemarketing Receiving customer response Lack of specific data, average response rate Islands of information
9
Ogilvy & Mather
服务解决方案英文
服务解决方案英文Service SolutionIntroduction:In today's competitive business environment, providing excellent customer service is essential for the success and growth of any organization. It is important to meet and exceed customer expectations to build loyalty and enhance brand reputation. This service solution aims to address the challenges faced by businesses in delivering exceptional customer service and provide strategies to overcome these challenges.Challenges:1. Inadequate customer interactions: Many businesses struggle with providing personalized and timely customer interactions. This can lead to frustration among customers and negatively impact the overall customer experience.2. Lack of integration: Often, different departments within an organization operate in silos, leading to disjointed customer service experiences. The lack of coordination and integration can result in delays and inconsistencies in addressing customer queries and concerns.3. Reactive approach: Many businesses adopt a reactive approach instead of a proactive one when it comes to customer service. This means that they only respond to customer issues after they occur, rather than identifying and preventing them in advance.4. Limited self-service options: In today's digital age, customers expect the convenience of self-service options. However, many businesses still lack a comprehensive self-service system, leading to increased reliance on customer support agents and longer resolution times.Service Solutions:1. Implement a multichannel customer service strategy: By offering customer service through multiple channels such as phone, email, chat, and social media, businesses can cater to the diverse preferences of their customers. This ensures that customers can easily reach out for support in the way they prefer, increasing customer satisfaction.2. Invest in customer service training: Provide comprehensive training to customer service representatives to equip them with the necessary skills and knowledge to handle customer interactions effectively. This includes active listening, empathy,problem-solving, and conflict resolution skills. Regular training sessions can help enhance the quality of customer interactions and build trust.3. Integrate systems and processes: Implement a customer relationship management (CRM) system that allows for seamless communication and information sharing across different departments. This integration ensures that all customer interactions and relevant information are captured and accessible to all relevant team members, leading to improved efficiency and faster resolution times.4. Adopt a proactive approach: Use data analytics and customer feedback to identify patterns and anticipate potential customer issues before they escalate. By proactively addressing customer concerns, businesses can enhance the overall customer experience and prevent recurring problems.5. Implement self-service options: Develop a user-friendly self-service portal or knowledge base that provides answers to frequently asked questions, troubleshoot common issues, and enables customers to track their orders or account activities independently. This empowers customers to findsolutions on their own, reducing the load on customer support agents and improving response times.6. Enhance communication and transparency: Establish clear communication channels and provide regular updates to customers regarding the progress of their inquiries or issues. This ensures that customers are informed throughout the resolution process and builds trust and confidence in the organization.7. Gather and act on customer feedback: Encourage customers to provide feedback on their experiences and use this information to make continuous improvements in service delivery. Conduct regular surveys, monitor social media mentions, and actively engage with customers to understand their needs and expectations.Conclusion:Delivering exceptional customer service is crucial for business success. By implementing a comprehensive service solution that addresses the challenges faced by businesses, organizations can improve customer satisfaction, increase brand loyalty, and drive growth. Investing in customer service training, adopting a proactive approach, and integrating systems and processes are crucial steps inbuilding a strong customer service culture. Additionally, offering multiple channels for customer support and implementing self-service options can enhance the overall customer experience. Finally, actively seeking and acting on customer feedback enables continuous improvement and ensures that the organization remains customer-centric.。
CRM英文版(PPT 36页)
微软CRM介绍及案例讲解
Account Module
Opportunity Module
Campaign Module
Activity Module
Equipment Module
Competitor Module
14
15
Account Modules
➢ What do we want? ➢ Function ➢ Screen shooting ➢ Process maps brief ➢Business Rules Highlights
管理、销售线索管理、商机管理、设备管理
12
Contents
1. Microsoft Dynamics CRM Overview 2. Project Target and scope 3. Your requests and solution of our CRM system (module,
function, process, BR, security)
function, process, BR, security) 4. Project Plan and Risks
10
Target
• 基于成熟的Microsoft CRM系统平台，建立WESTRAC CRM系统 • 通过WESTRAC CRM系统的实施，实现客户资料的集中、规范
管理 • 通过WESTRAC CRM系统的实施，整合销售、市场产生的所有
Report Analysis Module
Account Module
Opportunity Module
Campaign Module
Activity Module
Equipment Module
Competitor Module
crm系统的成功案例
crm系统的成功案例CRM系统（客户关系管理系统）是一种通过整合和管理客户信息、实现销售预测和客户服务等功能的信息系统。
它可以帮助企业更好地了解客户需求、提高销售效率、增强客户满意度，从而提升企业的竞争力和盈利能力。
以下是一些成功的CRM系统案例。
1. Salesforce CRM：Salesforce是全球最大的CRM解决方案提供商之一，其CRM系统被广泛应用于各行各业。
例如，美国电信巨头AT&T使用Salesforce CRM来管理客户信息、提高销售效率和加强客户服务。
2. Zoho CRM：Zoho是一家提供云端CRM系统的公司，其CRM 系统被许多中小型企业采用。
例如，印度电商巨头Flipkart使用Zoho CRM来管理客户关系、跟踪销售机会和提供个性化的客户服务。
3. Microsoft Dynamics 365：微软的Dynamics 365是一款集成了CRM和ERP功能的综合性商业解决方案。
例如，德国汽车制造商宝马使用Microsoft Dynamics 365来管理全球范围内的销售渠道和客户关系。
4. HubSpot CRM：HubSpot提供的免费CRM系统受到了许多创业公司的喜爱。
例如，美国电动汽车制造商特斯拉使用HubSpot CRM来跟踪潜在客户、管理销售流程和提供个性化的客户体验。
5. Oracle CRM：甲骨文公司提供的CRM系统在全球范围内得到广泛应用。
例如，中国电商巨头阿里巴巴使用Oracle CRM来管理海量的客户信息、优化销售流程和提供个性化的营销活动。
6. SAP CRM：SAP是全球领先的企业管理软件提供商，其CRM系统在许多大型企业中使用。
例如，美国跨国制造商3M公司使用SAP CRM来集中管理全球客户信息、提高销售效率和加强客户服务。
7. SugarCRM：SugarCRM是一款开源的CRM系统，被许多中小型企业和非营利组织使用。
例如，联合国儿童基金会使用SugarCRM来管理全球范围内的捐赠者信息、跟踪项目进展和提供个性化的服务。
微软Volume Licensing 消费化IT指南说明书
B r i e fMICROSOFT LICENSING FOR THE CONSUMERIZATION OF IT May 2012All Volume License ProgramsContents Summary (1)Introduction (1)Key Questions to Ask in Any Scenario (1)Common Scenarios (2)Scenario 1: Bringing a Tablet Device Not Running Windows to Work (2)Scenario 2: Working Remotely (3)Scenario 3: Bring Your Own PC (4)Scenario 4: The Road Warrior (6)Coming Enhancements with Windows 8 (7)Additional Resources (7)SummaryThe purpose of this brief is to guide users on Microsoft Volume Licensing requirements for common scenarios related to their using various personal devices at work. This brief applies to Windows 7 and prior versions. IntroductionWhether you refer to it as the “Consumerization of IT (CoIT)” or “Bring Your Own Device (BYOD),” one thing is certain: The proliferation of personal devices and users expecting that they can use them for work-related purposes presents new opportunities—and new challenges. The anytime, anywhere access to information and people opens up new avenues for user collaboration and productivity. However, this has left many IT departments scrambling to accommodate user expectations and determine how they will support new technologies while maintaining control over their IT data and network. One challenge is ensuring that users and devices are properly licensed. Microsoft licensing is continually evolving to meet this challenge. The keys to determining proper licensing are to ask the right questions and understand the scenario and requirements. The following information will guide you on what questions to ask and some common scenarios to help you determine your licensing needs.Key Questions to Ask in Any ScenarioWhen determining the licensing requirements for a given scenario, consider some key questions about the user, the device, and the location that will inform your decision.User Device LocationCommon ScenariosThe following hypothetical scenarios are designed to illustrate the licensing requirements for five common CoIT scenarios.Scenario 1: Bringing a Tablet Device Not Running Windows to Worksituationkey questionsrequired licensesrecommended approachScenario 2: Working Remotelysituationkey questionsrequired licensesrecommended approach Scenario 3: Bring Your Own PCsituationkey questionsrequired licensesrecommended approachScenario 4: The Road Warriorsituationkey questionsrequired licensesrecommended approachComing Enhancements with Windows 8Windows 8 licensing will offer even more flexibility for addressing the consumerization of IT. For a preview, refer to this Windows Team Blog post.Additional ResourcesFor more information, please refer to the following Microsoft Volume Licensing briefs:∙Licensing Windows 7 for Use in Virtual Environments∙Licensing the Core CAL Suite and Enterprise CAL Suite∙Licensing Windows Server 2008 R2 Remote Desktop Services and Terminal Services∙Licensing Microsoft Desktop Application Software for Use with Windows Server Remote Desktop Services© 2012 Microsoft Corporation. All rights reserved.This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. This information is provided to help guide your authorized use of products you license; it is not your agreement. Your use of products licensed under your volume license agreement is governed by the terms and conditions of that agreement. In the case of any conflict between this information and your agreement, the terms and conditions of your agreement control. Prices for licenses acquired through Microsoft resellers are determined by the reseller.。
SiebelCRM产品模块介绍
Siebel CRM产品模块介绍目录Siebel Cross-Industry - Base Application (4)Siebel CRM Base (4)Siebel Cross-Industry - Tools and Servers (5)Siebel Tools (5)Siebel Test Automation Interface (5)Siebel Web UI Dynamic Development Kit (DDK) (5)Siebel Report Designer Professional (6)Siebel Report Designer (6)Siebel Server Extensions for Unix (6)Siebel Cross-Industry - General Options (6)Siebel Advanced Market Development Funds (6)Oracle Secure Enterprise Search (SES) (7)Oracle Secure Enterprise Search (SES) Connector (7)Siebel Advisor (7)Siebel Anywhere (8)Siebel Campaigns (8)Siebel Client Sync (8)Siebel Server Sync - Microsoft Exchange Server (9)Siebel Collaboration (for Microsoft SharePoint) (9)Siebel Configurator Administration Server (10)Siebel Configurator Runtime (10)Siebel Content Publishing (10)Siebel Contracts (10)Siebel Customer Content (11)Siebel Customer Order Management Administrator Server (11)Siebel Customer Order Management Administration (11)Siebel CTI (12)Siebel CTI Connect (12)Siebel Data Quality (12)Siebel Deal Management (13)Siebel Dynamic Catalog (13)Siebel Dynamic Pricer (14)Siebel Employee Self-Service (14)Siebel Events Manager (14)Siebel Forecasting (15)Siebel Handheld (15)Siebel HelpDesk Online (16)Siebel Mobile Connector (16)Siebel Partner Manager (16)Siebel Quote and Order Capture (16)Siebel Quotes (17)Siebel Remote Client (18)Siebel Reports (18)Siebel Signature Capture Tool (18)Siebel Smart Answer for Employees (19)Siebel SmartScript (19)Siebel Store-and-Forward Messaging (19)Siebel Territory Management (20)Siebel Time and Expense Reporting (20)Siebel Wireless (21)Siebel Satmetrix Exchange Connector (21)Siebel Cross-Industry - Sales Options (21)Siebel Enterprise Selling Process (21)Siebel Portfolio Management Process (PMP) (22)Siebel Proposals & Presentations (22)Siebel Target Account Selling (23)Siebel Cross-Industry - Service Options (23)Siebel Asset Management (23)Siebel Automated Discovery (23)Siebel Automated Service (24)Siebel Change Management (24)Siebel Email Response (24)Siebel Field Service (25)Siebel HelpDesk Online (25)Siebel Quality Management (26)Siebel Smart Answer for Email Response (26)Siebel Cross-Industry - Field Service Options (26)Siebel Barcode (26)Siebel Logistics Manager (27)Siebel Preventive Maintenance (27)Siebel Repair (27)Siebel Scheduling (28)Siebel Cross-Industry - Marketing Automation Options (28)Siebel Email/Web Offer Designer (28)Siebel Email Marketing Server (28)Siebel Dialogue Manager (29)Siebel Marketing Resource Manager (29)Siebel Segment Manager (30)Siebel Cross Industry - Marketing Server Options (31)Siebel Marketing Server (31)Siebel Cross-Industry - Loyalty Options (32)Siebel Loyalty Engine (32)Siebel Loyalty Manager (32)Siebel Loyalty Member Services Representative (32)Siebel Cross-Industry - Incentive Compensation (33)Siebel Incentive Compensation (33)Siebel Cross-Industry - Customer Portal (33)Siebel eCustomer (33)Siebel eSales (34)Siebel eService (34)Siebel Web Marketing (34)Siebel Loyalty Customer Portal (35)Siebel Cross-Industry - Partner Portal (35)Siebel Partner Portal (35)Siebel Loyalty Partner Portal (36)Siebel Financial Services CRM Base (37)Siebel Financial Service CRM Base (37)Siebel Financial Services - General Options (40)Siebel Financial Accounts (40)Siebel Financial Services Proposals and Presentations (40)Siebel Call Reports (41)Siebel Needs Analysis/Applications - Non credit (41)Siebel Rollup (42)Siebel Financial Services - General Options for Finance Line of Business (42)Siebel Collections (42)Siebel Commercial Banking Loan Approval (42)Siebel Corporate and Commercial Banking (43)Siebel Credit Origination (43)Siebel Institutional Sales and Research (43)Siebel Investment Banking (44)Siebel Investment Management (44)Siebel Retirement/Pension Management (45)Siebel Small Business Banking (45)Siebel Wealth Management (45)Siebel Financial Services - General Options for Insurance (46)Siebel Group Pensions (46)Siebel Group Policies (46)Siebel Individual Life and Annuities (47)Siebel Personal Lines Claims (47)Siebel Personal Lines Policies (47)Siebel Insurance Field Service (48)Siebel Cross-Industry - Base ApplicationSiebel CRM Base产品说明Siebel CRM Base的功能包括Siebel Sales，Siebel Service和Siebel Marketing。
crm客户关系管理系统英文
CRM (Customer Relationship Management) System IntroductionCRM (Customer Relationship Management) system is a powerful tool that allows businesses to manage their interactions and relationships with their customers. It is a comprehensive software solution that helps businesses improve customer satisfaction, streamline sales and marketing processes, and ultimately increase revenue. In this document, we will explore the key features and benefits of a CRM system and discuss why it is crucial for businesses to adopt such a solution.Key Features1.Contact Management: A CRM system allowsbusinesses to store and manage customer contactinformation in a centralized database. This helpsstreamline communication and ensures that all customer data is easily accessible for sales, marketing, and customer service teams.2.Lead Management: CRM systems automate the leadmanagement process, allowing businesses to track andmanage leads more effectively. This includes capturingleads from various sources, assigning leads to salesrepresentatives, and tracking the progress of each leadthroughout the sales pipeline.3.Sales Force Automation: CRM systems providetools to automate sales processes, such as opportunitymanagement, quote generation, and order processing. This helps sales teams become more efficient and productive, allowing them to focus on closing deals rather than administrative tasks.4.Marketing Automation: CRM systems integrate with marketing automation tools to streamline marketing campaigns and track their effectiveness. This includes email marketing, lead nurturing, and campaign analytics, enabling businesses to target the right audience and measure the ROI of marketing efforts.5.Customer Service Management: CRM systems include features to manage customer support tickets, track customer interactions, and provide a seamless customer service experience. This ensures that customer issues are resolved quickly and efficiently, leading to higher customer satisfaction and loyalty.6.Analytics and Reporting: CRM systems provide powerful reporting and analytics capabilities, allowing businesses to gain insights into customer behavior, sales performance, and marketing effectiveness. This data-driven approach helps businesses make informed decisions and identify areas for improvement.Benefits of CRM Systems1.Improved Customer Satisfaction: By centralizing customer data and streamlining communication, CRM systems enable businesses to provide personalized and timely support to their customers. This leads to higher customer satisfaction and loyalty.2.Increased Sales Revenue: CRM systems helpbusinesses identify and prioritize sales opportunities,automate sales processes, and track sales performance.This leads to increased sales efficiency and revenue growth.3.Enhanced Marketing Effectiveness: CRM systemsenable businesses to target the right audience, personalize marketing messages, and measure the effectiveness ofmarketing campaigns. This results in higher ROI andimproved marketing strategies.4.Streamlined Business Processes: CRM systemsautomate various business processes, such as leadmanagement, sales force automation, and marketingautomation. This reduces manual work and improvesoverall operational efficiency.5.Data-driven Decision Making: With advancedreporting and analytics capabilities, CRM systems provide valuable insights into customer behavior, salesperformance, and marketing effectiveness. This helpsbusinesses make informed decisions and drive continuous improvement.ConclusionIn today’s competitive business landscape, impl ementing a CRM system is essential for businesses to effectively manage their customer relationships. The key features and benefits discussed in this document highlight the importance of adopting a CRM system. Whether it is improving customer satisfaction, increasing sales revenue, enhancing marketing effectiveness, streamlining business processes, or making data-driven decisions, a CRM system can provide significant value and competitive advantage to businesses of all sizes.。
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Gestione schema efficente • Strumento all’interno del web client • Permessi più granulari • Pubblicazione personalizzazioni senza reset
Schema Portability • Import/Export supportato anche per le
nuove funzionalità
Customer Benefit • Foundation per le
soluzioni verticali
• Riduce la necessità di coinvolgere l’IT
• Mappings
Entity Security and Customizations
Creazione di una nuova entità
Considerazioni
Ownership Type • Organization / User Owned (es Product/Account)
Entity Relationships • Primary/ Related Relationship (1 many/ many 1)
Tecnologicamente avanzato
• Gestione centralizzata e semplificata • Architettura SOA • Facile integrazione
Architettura piattaforma
Architettura di Microsoft CRM 3.0
• Cascading Behavior • Parental / referential / referential restricted / configurable cascading
• Cascade all / active / user owned / none / remove link /restrict • Actions: Assign/ Share/ Unshare/ Reparent/ Merge/ Delete
• Distribuzione dei cambiamenti più semplice
Personalizzazione dati
Business design flessibile
Design business forms e entità senza scrivere codice. Utilizzo dei termini del vostro business in forms, viste e report Sincronizza offline anche entità custom
• Estendono le funzionalità dei Web Services e integrano logica di business customWorkflow Assemblies
• Estendono le funzionalità di Workflow
• UI customizations
Introduzione
Microsoft CRM | Integrato e completo
Una completa soluzione di CRM che
Vendite
Servizio
utilizza la potenza e la produtttività della
piattaforma Microsoft.
Customization Points
• Web services
• Permettono l’integrazione con altre piattaforme nonchè l’accesso a dati e logica di business di Microsoft CRM
• Callouts
微软CRM方案介绍
Agenda
❖Introduzione ❖Personalizzazione “Data & Experience” ❖Personalizzazione dei processi ❖Developer Experience ❖Reporting & Business Intelligence ❖Q & A
Marketing
Adattabile al tuo modo di operare
• Esperienza nativa Office e Outlook • Semplice e utilizzabile off-line
Configurabile con il tuo business
• Facilmente adattabile ai processi aziendali • Framework completamente personalizzabile • Motore di workflow e analitico
• Form events
• Sviluppo attraverso gli eventi per aggiungere logica
Personalizzazione “Data & Experience”
Personalizzazioni strutture dati
Personalizzazione schema estensiva • Creare/Rinominare entità, attributi,
• Albero di navigazione Role based etc
• Schema customization
• Aggiungere entità e proprietà nuove
• Form customization
• Personalizzare form, viste e integrare elementi UI