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B2 Portal and CRM 整合方案

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 kevin@iscom.com.tw 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 )

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B2 Portal and CRM 整合方案

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  1. 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 kevin@iscom.com.tw http://www.iscom.com.tw

  2. 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

  3. E-Business & E-Commerce Solution Provider Introduction of B2C Portal • 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)

  4. 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

  5. E-Business & E-Commerce Solution Provider Gaps/Bottleneck of B2C Portal • 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

  6. E-Business & E-Commerce Solution Provider B2C/B2B Portal and CRM B2C B2B B2C B2C

  7. E-Business & E-Commerce Solution Provider Key Value of CRM 不同的顧客群 不同的服務 A A Right-Time B B Right-Channel C C

  8. E-Business & E-Commerce Solution Provider Deployment of CRM on B2C-Portal 製造業 CRM 服務業 Loyalty B2C 線上服務業 .com

  9. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(製造業) • 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 & Transform • Data-Mining Execution(multi-dimension analysis) on Data Warehouse (Data-Mart) • Decision-support system from Extract’s Knowledge

  10. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(製造業) Marketing http:www.xxx.com.tw XXX製造業 E-Service 公 司 簡 介 產 品 介 紹 訊 息 通 知 成 功 案 例 簡 介 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 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 Hyper Link 服 務

  11. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(製造業) B2C-Portal

  12. E-Business & E-Commerce Solution Provider Customers Internet B2C Portal 外部資料 ERP-DB Data Warehouse Data-Mining Tools Business-Knowledge

  13. E-Business & E-Commerce Solution Provider Service Degree on Demand Web-Consulting Mail-Consulting Mobil-Consulting Interactive Knowledge Service Knowledge on Demand Information-Service On-Demand WEB/Mail/Mobil on-demand Information on Demand Static Message-Service TEL/FAX Data/Message

  14. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(製造業) MetaData 內部資料 Data Warehouse Extract Data-Mining OLAP Transform 外部資料 Data Mart Data Mart Data Mart

  15. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(服務業) • 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 & Transform • Data-Mining Execution(multi-dimension analysis) on Data Warehouse(Data-Mart) • Decision-support system from Extract’s Knowledge

  16. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(服務業) Marketing http:www.xxx.com.tw XXX服務業 E-Marketing & e-Service 公 司 簡 介 成 功 案 例 簡 介 一 般 產 品 介 紹 訊 息 通 知 會 員 管 理 服 務 個 人 化 產 品 服 務 專 業 內 容 服 務 線 上 交 易 服 務 滿 意 度 調 查 與 追 蹤 留 言 版 & 討 論 區 FAQ & 線 上 諮 詢 全 文 檢 索 服 務 Hyper Link 服 務

  17. E-Business & E-Commerce Solution Provider

  18. E-Business & E-Commerce Solution Provider Service Degree on Demand(服務業) Web-Personalized Mail-Personalized Mobil--Personalized Personalized Service 高 Loyality Customization/Dynamic Service WEB/Mail/Mobil Service for Group 中 Fixed or Static Message-Service Pre-Ready Tel/ Fax Service 低

  19. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(.com) • 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 & Transform • Data-Mining Execution(multi-dimension analysis) on Data Warehouse(Data-Mart) • Decision-support system from Extract’s Knowledge=> (Marketing-Policy or Promotion Activity on internet)

  20. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(.com)

  21. E-Business & E-Commerce Solution Provider Service Degree on Demand(.com) Web-Personalized Mail-Personalized Mobil--Personalized Personalized Service on internet 高 WEB/Mail/ Mobil-device/PDA Valued-Added Service Value-Added-Service Refined-Service Different-Service On internet Loyality 中 Web/Mail E-Commerce Basic/New Content-Service Basic/New commerce-Service 低

  22. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(.com) Customers Internet B2C Portal 外部資料 ERP-DB Data Warehouse Data-Mining Tools Business-Knowledge

  23. 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

  24. E-Business & E-Commerce Solution Provider 品質、專業、與承諾 最佳選擇–采威國際資訊！

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