Oracle客户管理系统课件.pptVIP

The entire framework for the Business Intelligence System is based in a simple process. Management by Objective, Management by Exception, and Management by Fact. We will walk through each of these to illustrate how senior managers would use this system. Here is an extended list of our performance indicators by operational area. It is our plan to have hundreds of performance indicators in each area. 关键特性 与自动语音系统集成 Increases Call Centre Productivity Scripting: Effective Interaction CSR - Customer 支持多种联系方式 Email, Web, Fax, Chat, Voice 减少供货商数目 (7 - 2) 加快实施速度 (12 - 6 mth) 降低实施和支持成本 Oracle CRM系统的客户 电信行业的客户 谢谢！ Communications Solutions Think of all the different systems, departments, people who touch your customers. There抯 lots of different information. Are your systems really connected? Let抯 follow the customer through these different islands of information in your company. [click] You抳e got some type of system that抯 helping your sales people. It could be as simple as information written down on paper or post-it notes inside their briefcase. Info in the sales rep抯 head - who the customers are, who the prospects are, and what their relationship with them. Your sales people have vital customer information, whether they抮e the feet-on-the-street reps, inside telesales reps, or whatever, they are your front line. And that抯 a very valuable source of information. [click] But it抯 usually completely separate from your other information. The customer may have started as a lead, so you input her into your marketing database and an excel spreadsheet goes out to the sales force, AND you loose visibility . If the customer actually orders something, companies typically start over with the Order entry system. All of these systems are designed for different purposes, what they need to get their job done. [click] Mfg and inventory takes and order and fulfills it after the sales. [click] Customers service is a huge piece of information that has individual customer info, but al