enterpriseapplications-資料下載頁
2025-01-10 18:53本頁面
【正文】 heduling tracking mails s – Cross selling ? Marketing of plementary products Customer loyalty management process map ? Operational Analytical CRM – Operational CRM ? Customerfacing application – Sales force automation – Call center – Customer service support – Marketing automation – Analytical CRM ? Analyze customer data – Data warehousing 187。 Consolidate data from operational CRM customer touch points 187。 OLAP, online analytical processing 187。 Data mining ? Outputs – Identify buying pattern – Create segments – Pinpoint profitable and unprofitable customers ? Outputs – Customer lifetime value 187。 Revenue produced by a specific customer 187。 The expense incurred in acquiring and servicing that customer 187。 Expect life of the relationship between the pany and the customer. ? Business values of CRM – Increase customer satisfaction – Reduced direct marketing costs – Lower cost for customer acquisition and retention – Increase sale revenue – More effective marketing Enterprise systems Supply chain management systems Customer relationship management systems Enterprise applications – New opportunities challenges ? Enterprise systems – Powerful instruments for ? Achieving operational excellence ? Enhancing decision making – Powerful in ? Changing the way the anization works Challenging to implement ? Challenges of enterprise applications ? Complex software ? Expensive to purchase and implement – Software – Database tools – Consulting fee – Personnel cost, training – hardware ? Fundamental changes in the way the business operates – Best practices – Employee must accept 187。 new job function responsibility 187。 New set of work activities ? Implementation create enormous operation problems – KMart, i2, 187。 did not work with promotiondriven business model – Hersey, SAP 187。 Shipment ran 2 weeks late ? Best practice is not patible with unique business process ? Switching cost ? Organizationwide definition of data – 就源輸入 ? Next generation enterprise software – More flexible, webenabled, and capable of integration with other systems – Integrated platform ? Integrate multiple application ? From multiple business ? Deliver seamless experience – Customer – Employee – Business partner Ordertocash service Interactive session (Minicase) – Technology ? Procter Gamble tries to optimize inventory ? – Organization ? Chase card service ? P. 384 演講完畢，謝謝觀看！
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