研华顾客关系管理案例研讨

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1、MicrosoftTheIndustryForum台灣微軟產業研討會王九鴻資訊處協理April24,2001CRMinManufacturing研華顧客關係管理案例研討ContentsWhymanufacturingbusinessneedstoimplementCRMBusinessValueCRMsolutioninfrastructureAdvantagesAdvantech’sexperienceImplementationProcess,benefitsWhyCRM?Brandname,customerloyaltyGlobalbusinessHighqua

2、lityservicesInnext5years,CRMisastrategicapplicationforthecompany研華科技www.advantech.com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AdvantecheBusinessVision將研華全面企業再造為e-BusinessEnterpriseLowertransactio

3、ncostReduceSales&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．MarketingEvolutionMassMarketingShareofmarketAdversarialProductcentricEconomiesofScaleSendinformation1:1MarketingShareofcustomerCollaborativeCustomercentricEconomiesofscopeDialogueCRMSolutionCriteriaIntegrated

4、Sales,Marketing,TechnicalSupportandCustomerServicefunctionsWebinterfaceforPartnersandCustomersEasyintegratewithERP(MFG/PRO)systemEasyuserinterfaceandcustomizationEasyintegratewithe-CommercesystemWorkflowcapabilitiesSupportmulti-languageforglobaldeploymentSiebelCRMSolutionGlobalLeaderinFr

5、ontOfficeApplicationsWeb-BasedArchitectureConfigureOnce,DeployEverywhereNo.1inCRMmarketPartnershipswithIndustryLeadersFocuson100%CustomerSatisfactionSiebelEnterpriseArchitectureSalesEnterpriseBased&OptionsServiceEnterpriseBased&OptionsFieldServiceBased&OptionsCallCenter&OptionsMarketingE

6、nterpriseBased&OptionsGeneralOptionsSiebelDataModel(MSSQL7.0)SiebelObjectArchitectureApplicationServerSystemSoftware,SiebelToolsCRMSolutionArchitectureSiebelDBIE4.01/5.0/5.5SiebelObjectManager(SOM)SiebelApplicationServer(s)WebClientWebServerMSIIS4.0SiebelGatewayServerSiebelWebEngine.COMA

7、pplicationsCommunicationServerComponentsRegistrationMailClienteMailwithpropersubjectcommandeMailroutingthruExchangeServerConnectedClientInOfficeUsersMobileClientRemoteUsersDatabaseServerMSSQL7.0ProjectInvestmentApplication–Siebel99.5(nameduser)Hardware–AdvantechSPC520(PII