客户关系管理(ppt67)英文-客户关系管理(编辑修改稿)

客户关系管理(ppt67)英文-客户关系管理(编辑修改稿)内容摘要：

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。 Outputs Strategy to meet objective Customer Sharon Crost 7/7/2020 Slide: 34 Infrastructure Alternatives Database Data Database Data Contact Management CRM system Call Center CRM system Sharon Crost 7/7/2020 Slide: 35 Infrastructure Alternatives Integrated Data Warehouse Application Server Web Server Email Server Data Mart Data Mart Data Mart Data Mart Data Mart Data Mart Sharon Crost 7/7/2020 Slide: 36 Analyzing CRM data discussion You are the CRM manager for HAKRs puters online and you have created a new CRM system to collect whatever data you need to increase the business profitability. Describe your data analysis methods. Sharon Crost 7/7/2020 Slide: 37 Analyzing CRM data Results Analysis CurrentActivity Predictive Analysis Prospect qualification Affinity analysis (fries with burgers) Churn analysis and prediction Propensity to buy modeling Customer profiling Nextsequentialpurchase analysis Propensity to buy Clickstream analysis Customer Support Revenue Analysis Channel Analysis Customer Value Measurement Customer segmentation Partner contribution measurement Customer profiling Sharon Crost 7/7/2020 Slide: 38 Managing CRM projects discussion You are the project manager for a CRM project and you have just found out that the project will take 2 months longer than planned, and cost 200k euros more than planned. How do you explain this to your boss? Sharon Crost 7/7/2020 Slide: 39 CRM project management Functionality Time Resources Sharon Crost 7/7/2020 Slide: 40 Project Management  Project Objective  Task Outline: what, who, link tasks  On Budget Cost estimates, track cost to estimate  On time Time schedule, beginning, end, duration  Plan meets objective – measure results  Risk Mangement Sharon Crost 7/7/2020 Slide: 41 Measuring Results/Followup discussion You are the program manager for a CRM program and you need to present your results and next steps to your boss. What are good measures? What do you remend for a followup? Sharon Crost 7/7/2020 Slide: 42 SMART Metrics  Specific  Measurable  Actionable  Relevant  Timely Sharon Crost 7/7/2020 Slide: 43 Followup  Closedloop  Milestones  Risks and Risk Management  Ongoing Process  Future Advances Sharon Crost 7/7/2020 Slide: 44 Summary and Questions  What you know about CRM  Discussion on how CRM works  CRM terms  CRM conceptual model  Business Objective  CRM strategy  Operational Processes  Technology/Infrastructure  Analyzing data  Managing Projects  Measuring Results and Followup Sharon Crost 7/7/2020 Slide: 45 Trends  Process and Infrastructure customerdriven (not internally driven)  CRM buyin es from the top of the anization  ROI needs to be justified (too much hype)  Longterm versus short term strategic view  Integration of information (versus single。