客戶關(guān)系管理(ppt67)英文-客戶關(guān)系管理(存儲(chǔ)版)
【正文】 ture and process divest unprofitable customers create customer care programs create feedback loop Sharon Crost 7/7/2020 Slide: 21 Summary and Questions ? What you know about CRM ? Discussion on how CRM works ? CRM terms ? CRM conceptual model Sharon Crost 7/7/2020 Slide: 22 CRM Business Cases ? Business Objective ? CRM strategy to meet the business objective ? Infrastructure and Process supporting the CRM strategy ? Ongoing Management of the program ? Business Results and Followup Sharon Crost 7/7/2020 Slide: 23 Discussion – Business Objective How much are you willing to pay for customer satisfaction? Sharon Crost 7/7/2020 Slide: 24 Discussion – CRM strategy to support business objective Do you want a relationship with your vendors? Why or why not? Sharon Crost 7/7/2020 Slide: 25 References ? ? ? ? ? Sharon Crost 7/7/2020 Slide: 26 Summary and Questions ? What you know about CRM ? Discussion on how CRM works ? CRM terms ? CRM conceptual model ? Business Objective ? CRM strategy Sharon Crost 7/7/2020 Slide: 27 Discussion Operational Process You are the operations manager of a typical small manufacturing pany. Describe your customer touch points and discuss how CRM could improve operational processes. Sharon Crost 7/7/2020 Slide: 28 Customer Touchpoints Delivery Call Center Hotline Email Direct Marketing Store Purchase Sales Rep Finance Survey Order Processing Web Site Feedback Processes Sharon Crost 7/7/2020 Slide: 29 Business Operations Marketing Finance Sales Call Center Delivery Orders Partner Mgmt Purchasing Activity Mgmt Contact Mgmt Campaign Mgmt Call center analysis Pricing Configuration Partner Analysis Supplier Eval Sharon Crost 7/7/2020 Slide: 30 CRM SCM ERP Supply Chain Management Customer Relationship Management Enterprise Resource Planning order entry distribution procurement production logistics inventory finance/acctg human resources demand planning manufacturing planning/scheduling supply planning logistics planning supplier management lead generation qualification customisation quotation/cost mgmt order processing delivery service/support marketing campaign management Manage Business Transactions Supply products or services Customer Interactions Sharon Crost 7/7/2020 Slide: 31 Contact Information Example Sharon Crost 7/7/2020 Slide: 32 Technology Framework Discussion You are the IT manager of a typical small manufacturing pany. Describe your current technology infrastructure and how CRM could bee a more valuable part of this infrastructure. Sharon Crost 7/7/2020 Slide: 33 Logical Flow Business Objective Infrastructure Processes amp。 postit 187。Customer Relationship Management Grenoble Ecole de Management October 20xx Sharon Crost 7/7/2020 Slide: 2 Sharon Crost mobile: + Sharon Crost enthusiastically leads a role in the worlds of Enterprise and Entrepreneur. In the Enterprise world, Sharon has worked for the large panies of IBM and HewlettPackard in Finance, Marketing and Information Technology. Her passion for the hitech world and flair for working with international clients has led her to positions from managing business finances to managing business system projects, to consulting on enterprise systems, to managing international marketing programs to managing international technology and ebusiness teams. As an entrepreneur, Sharon has started up two diverse small businesses in the . a customized travel service and an anic vegetable farm. Sharon39。, Jill. The CRM Handbook: A Business Guide to Customer Relationship Management, Boston: AddisonWesley,20xx. Sharon Crost 7/7/2020 Slide: 5 Presentation of Course Outline ? CRM Overview – What is CRM – CRM as a Business Tool – Strategic CRM ? Technology – Technology Frame
教學(xué)課件相關(guān)推薦
鄂ICP備17016276號(hào)-1