oracle客戶管理系統(tǒng)課件-在線瀏覽
2025-03-09 17:52本頁(yè)面
【正文】 IVR Integration Fax, EMail, IVR, Web, Chat 電信業(yè) CRM系統(tǒng)的模塊構(gòu)成 Oracle Customer Relationship Management for Comms Mobile Web Oracle Marketing for Comms Campaign Planning Campaign Execution Data Warehouse Integration Campaign Analysis Data Visualization Oracle Service for Comms Trouble Ticket Creation Trouble Resolution Support Trouble Impact Analysis Bill Inquiry and Adjustments Phone Oracle Sales for Comms Product/Service Catalog Opportunity Tracking Order Capture Management Customer/Account Management Interaction Logging Shared Customer Knowledge Oracle Marketing for Comms 市場(chǎng)活動(dòng)中存在的問(wèn)題 ? 電信行業(yè)的市場(chǎng)活動(dòng) – 大規(guī)模市場(chǎng)活動(dòng)缺乏效果 – 吸收新客戶的成本增加 – 激烈競(jìng)爭(zhēng)導(dǎo)致客戶群不穩(wěn)定 電信經(jīng)營(yíng)者迫切需要 提高客戶忠誠(chéng)度的手段 ? 市場(chǎng)工具，幫助客戶： – 了解客戶 – 預(yù)測(cè)客戶消費(fèi)行為 – 進(jìn)行有明確定位和目標(biāo)的市場(chǎng)活動(dòng) Oracle Marketing for Comms Address Acquisition, Retention and Growth in real time ? 促銷活動(dòng)分析 – 分析以前市場(chǎng)活動(dòng)的結(jié)果 – 根據(jù)統(tǒng)計(jì)數(shù)據(jù)分析客戶需要的產(chǎn)品、價(jià)格和服務(wù)等信息 – 了解客戶的行為習(xí)慣 ? 促銷活動(dòng)策劃 – Set up all elements of campaigns and promotions: segment customers, product/package selection, media/venue, budget... 關(guān)鍵特性 ? 生成目標(biāo)客戶清單 – Create segmented lists – Include / exclude people based on recent contacts, customer requests – Evaluate results and regenerate list to increase effectiveness ? 促銷活動(dòng)實(shí)施 – Deliver lists to call centre, web, direct mail – Real time scoring – Capture campaign results and modify accordingly 關(guān)鍵特性 關(guān)鍵特性 ? 客戶數(shù)據(jù)倉(cāng)庫(kù)和分析 – Customer data mart (customer, anisation, account, subscriber, product, service, feature, equipment, offering, promotion, SO, usage? – Standard interface formats for data loading – Complex analysis reports (50+ prebuilt briefings) – Model and analytic tools can be integrated with existing warehouse Oracle Marketing Solution Campaign Manager Discoverer Data Mart Express (OLAP) MDDB Call Centre External systems Operational data (. Billing) Summarised business data Pre and Postcampaign analysis Campaign Planning Campaign target list generation Targeted customers Targe
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