b2 portal and crm 整合方案
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E-Business & E-Commerce Solution Provider. B2 Portal and CRM 整合方案. 采威國際資訊股份有限公司 總經理 蕭哲君 [email protected] http://www.iscom.com.tw. E-Business & E-Commerce Solution Provider. 簡報主題. B2C Portal 的簡介 B2C Portal and CRM Integration of B2C Portal and CRM( 製造業 ) - PowerPoint PPT PresentationTRANSCRIPT
B2 Portal and CRM 整合方案
采威國際資訊股份有限公司總經理 蕭哲君
http://www.iscom.com.tw
E-Business & E-Commerce Solution Provider
簡報主題 B2C Portal 的簡介 B2C Portal and CRM Integration of B2C Portal and CRM( 製造業 ) Integration of B2C Portal and CRM( 服務業 ) Integration of B2C Portal and CRM(.com) Q & A
E-Business & E-Commerce Solution Provider
Introduction of B2C Portal
E-Business & E-Commerce Solution Provider
主要型態 入口網站 Portal (Yahoo,Hinet,Sina.com…)
虛擬社群 (Virtual Community) 透過網際網路,消費者
建立或加入其社群
線上交易 / 電子商務 (透過網站進行交易 )
線上廣告 / 網路行銷 (透過廣告吸引消費者 )
E-Business & E-Commerce Solution Provider
Key Factors of B2C Portal
成功關鍵因素 Connectivity=>HyperLink Context=>Search-Agent Content => information/knowledge Commerce => sales Communications =>message Community =>value-added service
E-Business & E-Commerce Solution Provider
客戶的忠誠度 (CRM) 客戶的信賴感 (Security) 實體通路的運送成本 (Cost Down) 企業作業流程的改造 (e-Business) 客戶的滿意度 品牌的建立與維護 (Marketing Strategy) IT 技術的快速變遷 經濟規模的迷思 交易的風險
Gaps/Bottleneck of B2C Portal
E-Business & E-Commerce Solution Provider
B2C/B2B Portal and CRM
B2B
B2C
B2C
B2C
E-Business & E-Commerce Solution Provider
A
B
C
A
B
C
不同的服務 不同的顧客群
Right-Time
Right-Channel
Key Value of CRM
E-Business & E-Commerce Solution Provider
製造業
服務業
線上服務業.com
Loyalty
CRM
B2C
Deployment of CRM on B2C-Portal
E-Business & E-Commerce Solution Provider
B2C Portal infrastructure( 架構 )=>Define structure Key-Item of B2C Portal in CRM-Operation=>service Segmentation of Customer-Degree(Create factors) Recording and Collecting of Multi-Dimension Data
=>System Analysis & Design Data Warehouse’s Operation from multi-Database>Extract & Tra
nsform Data-Mining Execution(multi-dimension analysis) on Data Wareh
ouse (Data-Mart) Decision-support system from Extract’s Knowledge
Integration of CRM and B2C-Portal( 製造業 )
E-Business & E-Commerce Solution Provider
XXX 製造業http:www.xxx.com.tw
公司簡介
產品介紹
訊息通知
Marketing
滿意度調查與追蹤
線上報價與下單
FAQ&線上諮詢
教育訓練&技術服務
成功案例簡介
留言版&討論區
會員管理服務
訂單生產進度追蹤查詢
全文檢索服務
E-Service
HyperLink服務
Integration of CRM and B2C-Portal( 製造業 )
E-Business & E-Commerce Solution Provider
B2C-Portal
Integration of CRM and B2C-Portal( 製造業 )
E-Business & E-Commerce Solution Provider
B2C Portal
Internet
Customers
Data WarehouseERP-DB
外部資料
Data-Mining Tools
Business-Knowledge
E-Business & E-Commerce Solution Provider
StaticMessage-Service
Information-ServiceOn-Demand
Interactive Knowledge Service
WEB/Mail/Mobil on-demand
TEL/FAX
Web-Consulting
Mail-ConsultingMobil-
Consulting
Service Degree on Demand
Data/Message
Information on Demand
Knowledge on Demand
E-Business & E-Commerce Solution Provider
Data Warehouse
Data Mart Data Mart Data Mart
內部資料
外部資料
Extract
Transform
MetaData
OLAP
0
10
20
30
40
50
60
70
80
90
第一季 第二季 第三季 第四季
東部中部北部
Data-Mining
Integration of CRM and B2C-Portal( 製造業 )
E-Business & E-Commerce Solution Provider
B2C Portal infrastructure( 架構 )=>Define structure Key-Item of B2C Portal in CRM-Operation=>Marketing & Service Grouping of Customer-Attribute=>Community/Member Recording and Collecting of Multi-Dimension Data =>System Analysis & Design Data Warehouse’s Operation from multi-Database=>Extract & T
ransform Data-Mining Execution(multi-dimension analysis) on Data Ware
house(Data-Mart) Decision-support system from Extract’s Knowledge
Integration of CRM and B2C-Portal( 服務業 )
E-Business & E-Commerce Solution Provider
XXX服務業http:www.xxx.com.tw
公司簡介
一般產品介紹
訊息通知
Marketing
滿意度調查與追蹤
個人化產品服務
FAQ&線上諮詢
線上交易服務
成功案例簡介
留言版&討論區
會員管理服務
全文檢索服務
專業內容服務
HyperLink服務
E-Marketing & e-Service
Integration of CRM and B2C-Portal( 服務業 )
交易服務
實體通路 虛擬通路/B2C
售後服務(After-service)
Work-Process/E-Business/ERP
CRM-System
傳統Call-Center
Service
InternetCall-Center
Service
Data Warehouse
未成交
已成交
忠誠度
顧客/消費者
MarketingPolicy
E-Business & E-Commerce Solution Provider
E-Business & E-Commerce Solution Provider
Service Degree on Demand( 服務業 )
Fixed or StaticMessage-Service
Customization/DynamicService
Personalized Service
WEB/Mail/MobilService for GroupPre-ReadyTel/ Fax Service
Web-PersonalizedMail-
PersonalizedMobil--
Personalized Loyality
低
中
高
E-Business & E-Commerce Solution Provider
B2C Portal infrastructure( 架構 )=>Define structure Key-Item of B2C Portal in CRM-Operation=>Sales & Service Grouping of Customer-Attribute=>Community/Member Recording and Collecting of Multi-Dimension Data =>System Analysis & Design Data Warehouse’s Operation from multi-Database=>Extract & Tr
ansform Data-Mining Execution(multi-dimension analysis) on Data Wareh
ouse(Data-Mart) Decision-support system from Extract’s Knowledge=> (Marketing-Policy or Promotion Activity on internet)
Integration of CRM and B2C-Portal(.com)
E-Business & E-Commerce Solution Provider
Integration of CRM and B2C-Portal(.com)
交易服務
虛擬通路/B2C
售後服務(After-service)
Work-Process/e-Business/ERP
CRM-System
InternetCall-Center
Service
Data Warehouse
未成交
已成交
忠誠度
顧客/消費者
E-MarketingMarketing
Policy
E-Business & E-Commerce Solution Provider
Basic/New Content-ServiceBasic/New commerce-Service
Value-Added-ServiceRefined-Service
Different-ServiceOn internet
PersonalizedService on internet
WEB/Mail/Mobil-device/
PDAValued-Added
Service
Web/MailE-Commerce
Service Degree on Demand(.com)
Web-PersonalizedMail-
PersonalizedMobil--
PersonalizedLoyality
低
中
高
E-Business & E-Commerce Solution Provider
B2C Portal
Internet
Customers
Data WarehouseERP-DB
外部資料
Data-Mining Tools
Business-Knowledge
Integration of CRM and B2C-Portal(.com)
E-Business & E-Commerce Solution Provider
摘要 (Summary) Key Features of B2C Portal’s
Business
Benefit and Function of B2C
Portal
Integration of e-CRM & B2C
Portal
How to implement B2C Portal &
CRM
during different industry
How to evaluate of B2C Portal
and CRM
最佳選擇– 采威國際資訊!
品質、專業、與承諾品質、專業、與承諾品質、專業、與承諾品質、專業、與承諾
E-Business & E-Commerce Solution Provider