文档介绍：CRM in e-business era
Emmy Liu 柳鳳儀
******@tw.
Marketing Manager,
SW Business Unit
IBM Taiwan
Suppliers/
Partners
Customer
Service
Procurement
Manufacturing/sales
Accounting/Personel
Customers
Knowledge Management /
Business Intelligence
merce
SCM
CRM
ERP
Web
Selling
Real Time
Order Management
Demand Plan
Supply Plan
Production
Scheduling
Customer
Service
Procurement
Distribution
Logistics
e-business solutions enable customers transforming core business processes
CRM Process Integration
Sales
Marketing
Product
Support
Service
Delivery
CRM solution blueprint
The Customer
CRM Process Integration
Sales
Marketing
Product
Support
Service
Delivery
Touchpoints
Contact Center
CRM solution blueprint
The Customer
CRM Process Integration
Business Intelligence
Integrated Customer Information
Sales
Marketing
Product
Support
Service
Delivery
Touchpoints
Contact Center
CRM solution blueprint
The Customer
Business Integration
e-business IT Infrastructure
CRM Process Integration
Business Intelligence
Integrated Customer Information
Sales
Marketing
Product
Support
Service
Delivery
Supply Chain Integration
Touchpoints
Contact Center
Core Enterprise Operations (ERP)
CRM solution blueprint
Customer Focus
Who are your profitable customers?
What are their needs?
How do you attract them?
How do you deliver:
What the customer wants?
How they want it?
When they want it?
How do you build and sustain customer loyalty?
Customer Acquisition
Customer Development
Customer Retention
CRM lifetime value cycle
"Surprisingly, companies don't rank revenue growth or increased profits very high among their goals for launching e-business ventures...at the top of the list are improving customer satisfaction...and improved customer service." Information Week, Dec. 1999
You have to treat every customer as if they can tell thousands of people about your service. Because they can---and they are." Jeff Bezos, CEO,
Focus on customers
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