SAP CRM 也有 IDES 版本
Success Factors:
Total customer focus
Business processes and customer interactions
Interaction capabilities
Closed loop support
Value chain optimization for increased customization and loyalty
CRM 的三个方向
Analytical 分析
Operational 操作
Collaborative 合作 [web, fax, mobile]
Marketing 和 Sales 是不同的两个功能领域
nThe basic elements of mySAP CRM are:
Business Partners
Products
Organizational Structures
Business Transactions such as Leads, Opportunities, Activities, Sales Orders, Service Orders and Contracts
Campaigns
| Marketing |
nThis component provides a wide range of marketing tools and functions designed to support you in all aspects and at all levels of marketing, fromplanning a high-level marketing campaign, through to complex market analysis functions, the creation of target groups, cross-selling, and personalized product recommendations.
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| Sale |
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The Sales capabilities of mySAP CRM stretch across all Interaction channels. Internet Sales, Telesales, Mobile Sales and Handheld Sales are all integrated with each other and all data is synchronised between them.
nInternet Sales:
This component allows electronic business activities to take place between companies and consumers as well as only between companies. Using SAP Internet Sales, manufacturers, shippers, wholesalers, and retailers can sell their products directly via the World Wide Web. nTelesales:
Telesales is a business scenario in Customer Relationship Managment (CRM). It uses the technology from the Customer Interaction Center (CIC), in order to communicate with customers by e-mail and telephone. nMobile Sales:
This mobile component supports field sales representatives during the sales process at the customer's site as well as in their office work. It helps to synchronize the activities of sales representatives, regional managers, and selling teams. nHandheld Sales:
Handheld Sales in CRM provides sales representatives with the ability to view and update every step of the sales life-cycle online and offline through use of handheld devices. This section refers to two device types as handhelds: PDA type devices and WAP type devices (both small cellular phones and landscape type). |
| Service |
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The Service capabilities of mySAP CRM stretch across all Interaction channels. Internet Self Service, Tele-Service, Mobile Service and Handheld Service are all integrated with each other and all data is synchronised between them.
nInternet Self Service:
This application empowers customers and internal users who can now use a web interface to solve their product-related problems. With Internet Customer Self Service, web users can: register, maintain their personal data, log on to the system, search your solution database to solve their problems, access dynamic Frequently Asked, Questions (FAQs), create service requests, track and update their service requests online. nMobile Service:
This mobile component allows field service representatives to review daily service visit agendas, prepare service jobs, report on time spent and materials used as well as reporting on malfunctions encountered. It also enables field personnel to enter information on actions performed to fulfil service obligations. nHandheld Service:
This application provides service employees with the ability to manage their assignments, as well as keep up with other aspects of their work such as reporting absences, attendances and confirmation of assignments. In addition, sales related scenarios have been provided in order to better support service employees in their work and provide them with appropriate tools for sales relevant situations. nTelesales:
Telesales is a business scenario in Customer Relationship Managment (CRM). It uses the technology from the Customer Interaction Center (CIC), in order to communicate with customers by e-mail and telephone. |
| Executives |
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nAnalytical Customer Relationship Management (Analytical CRM) is an integrated suite of analytical applications that enables you to draw strategic information from your customer data and thereby allows you to measure and optimize your customer relationships. These analytical applications do not concern themselves solely with analyzing the past. Instead, the main focus is placed on the future, to predict, for example, customers' purchasing behavior or customer profitability. In this way, they can provide valuable contributions to the current decision-making processes.
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