639顧客關(guān)系管理(ppt14)-銷售管理-全文預(yù)覽
【正文】 and tasks to lowcost channels Why CRM?Channel Migration Economics Sales And Service Process Selling Channels Source: Meta Group FaceTo Face Partners Call Center Electronic Sales And Service Process Engage Transact Support Fulfill $400 $ per Customer Transaction $250 $40 $1 $100 Selling Channels Getting multiple sales and service channels to work more closely with demand chain partners and better leverage marketing programs and resources Why CRM?Channel Integration Economics Source: Meta Group Front Office Back Office Mobile Office Defining the CRM Application Architecture Customer Interaction Collaborative CRM Business Collaboration Mgmt. Portal/ Extra Voice (IVR, CTI, ACD) Direct Interaction Mail EResp. Mgmt. Conferencing Web Conference Legacy Systems Customer Service Marketing Automation Operational CRM Business Operations Mgmt. Sales Automation ERP/ERM Order Mgmt. Supply Chain Mgmt. Order Promising Mobile Sales (Product CFG) Field Service ClosedLoop Processing (EAI
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