研华顾客关系管理案例研讨

研华顾客关系管理案例研讨2024/3/25研华顾客关系管理案例研讨ContentsWhymanufacturingbusinessneedstoimplementCRMBusinessValueCRMsolutioninfrastructureAdvantagesAdvantech’sexperienceImplementationProcess,benefits研华顾客关系管理案例研讨WhyCRM?Brandname,customerloyaltyGlobalbusinessHighqualityservicesInnext5years,CRMisastrategicapplicationforthecompany研华顾客关系管理案例研讨研華科技

公司設立於民國70年，實際營運於民國72年資本額：NT$17.45億(90.4)營業額：NT$70億(90預估)負責人：劉克振董事長全球員工：1200+人(台灣700+)主要產品：工業自動化產品，工業用電腦，內嵌式運算平台，網路應用產品等自有品牌行銷全球，15個分公司研华顾客关系管理案例研讨AdvantecheBusinessVision將研華全面企業再造為e-BusinessEnterpriseLowertransactioncostReduceSales&Marketing<22%Advantech網站成為全球最成功的自動化產品電子商務網站．2001年底到達營收80%電子化運作．研华顾客关系管理案例研讨MarketingEvolutionMassMarketingShareofmarketAdversarialProductcentricEconomiesofScaleSendinformation1:1MarketingShareofcustomerCollaborativeCustomercentricEconomiesofscopeDialogue研华顾客关系管理案例研讨CRMSolutionCriteriaIntegratedSales,Marketing,TechnicalSupportandCustomerServicefunctionsWebinterfaceforPartnersandCustomersEasyintegratewithERP(MFG/PRO)systemEasyuserinterfaceandcustomizationEasyintegratewithe-CommercesystemWorkflowcapabilitiesSupportmulti-languageforglobaldeployment研华顾客关系管理案例研讨SiebelCRMSolutionGlobalLeaderinFrontOfficeApplicationsWeb-BasedArchitectureConfigureOnce,DeployEverywhereNo.1inCRMmarketPartnershipswithIndustryLeadersFocuson100%CustomerSatisfaction研华顾客关系管理案例研讨SiebelEnterpriseArchitectureSalesEnterpriseBased&OptionsServiceEnterpriseBased&OptionsFieldServiceBased&OptionsCallCenter&OptionsMarketingEnterpriseBased&OptionsGeneralOptionsSiebelDataModel(MSSQL7.0)SiebelObjectArchitectureApplicationServerSystemSoftware,SiebelTools研华顾客关系管理案例研讨CRMSolutionArchitectureSiebelDBIE4.01/5.0/5.5SiebelObjectManager(SOM)SiebelApplicationServer(s)WebClientWebServerMSIIS4.0SiebelGatewayServer

SiebelWebEngine.COMApplicationsCommunicationServerComponentsRegistrationMailClienteMailwithpropersubjectcommand

eMailroutingthruExchangeServerConnectedClientInOfficeUsers

MobileClientRemoteUsersDatabaseServerMSSQL7.0研华顾客关系管理案例研讨ProjectInvestmentApplication–Siebel99.5(nameduser)Hardware–AdvantechSPC520(PIII500x2,1GM)X2Software–MSWindowNTSP4Database–MSSQL7.0(50GB)Consulting–SiebelTAMServiceImplementationconsulting-DIY研华顾客关系管理案例研讨AdvantagesAdaptthemainstreamtechnologiesCostofownershipLeverageknowledgeandresourcesExperiencesharingfromMSTechnicalSupport研华顾客关系管理案例研讨ImplementationStrategyPlan-in-One,Implement-by-PhaseSalesEnterprisefirst,followedbyServices&MarketingP1PilotruninTaiwanandUSsitesP2DeploytoselectedcountiesinregionsP3World-widefullyimplementinallcountriesFormuptheProjectTeamcombinestheBusinessLinespeopleandITpeopleRe-engineeringSalesprocessesintoaGlobalandCompetitive-edgetoolsLearnbydoing研华顾客关系管理案例研讨PhaseI-ImplementationMARAPRMAYJUNJULAUGSEPICGIAGECGServiceUSAPhaseI03/13~04/17SalesEnterprise05/01~07/30ServiceEnterprise05/15~07/30PhaseI05/15~06/12PhaseI04/22~05/22WorkFlow/Assign.MFG/ProIntegration/CustomizationPIMTraining(Outlook)QuoteCustomizationQuote研华顾客关系管理案例研讨Phase-2ImplementationProjectorganization&resourcesWidelycommunicateCRMwithRBU’sCRMgoalandobjectivesLeverageUS/Taiwan’sCRMexperienceCRMcommunityClearscheduleandmilestonesIncentiveprogramforimplementation研华顾客关系管理案例研讨eCRM

的效益提高顧客忠誠度提高獲利率縮短新產品上市時間以最具成本效益方式服務目標客戶群大幅降低每筆交易成本大幅降低顧客服務成本節省服務客戶時間研华顾客关系管理案例研讨ResultsAsolidplatformofeBusinessTop-15FunnelreviewAutoQuotationprocessIncreaseserviceeng.productivityOrderintegratedwithERPCustomersegmentationOrganizationlearning研华顾客关系管理案例研讨Becomingane-BusinessSystemSiebelCRMSiebele-ChannelSiebel.COMApplicationsSiebelSales,FieldServiceSiebelCallCenterCustomerInformationCustomersERPMFG/PROFinanceHRBa