客户关系管理系统供应商培训

XXX2002.8客户关系管理系统供应商培训客户关系管理的定义客户关系管理业务范围的界定客户关系管理竞争能力的价值客户选择客户关系管理系统的方法客户关系管理项目范围确定的关键客户关系管理项目成效的评估2你的最佳客户是谁？你怎样满足他们的需求？怎样理解你的成功？3赢度得置客美户画权泛值智…衡尚量浙成芹功盏的氏新蜻标端准客纷户权权揭值修（碌C庄u劈燕s按t柿o用m许e齐r奴E眨q逢u您i每t怪y自）4市汽场什占即有井率M左a傲r广k勾e碍t独S贞h苦a第r迈e客愈户鱼生阁命隶周匪期什价谨值C收u篇s宵t愁o潮m租e贝rL则i主f阶e桶t跟i朋m储e旅V煌a明l糠u到e客股户太占寄有卡率C列u痛s府t氧o善m泥e浓r碧S潮h液a倚r击e客辉户挪权万值浅是割由盲下不列芒因敞素辟决尘定煎的萍：客辜户烘权踩值庄（尾C秩u悦s伸t抗o坑m眉e鬼r豆E梢q缸u斩i句t勾y半）5为言获真取炼客某户引权平值昏，醉需抹要苦发昆展科一条整马套顷客垫户菊关株系反管遮理板的坚竞敌争摸能左力莲。客娘户欣洞蚁察(海C也u防s积t陶o悄m元e貌r忍I纪n膝s桥i茂g耻h术t永)客切户哀价堤值茶提匙供(田C众u仰s拦t浸o航m缠e呈r玻O匹f杏f萄e肚r史s农)客劫户字交昌互(保C颂u哨s众t掠o舟m细e益r海I箩n菊t亚e鸽r末a绵c霸t暴i遇o锯n而s公)延袍伸眉的扩企拍业浑整恨合(讯E唐n统t向e熟r炸p菌r愧i谣s慎e耍I月n容t法e帮g象r境a怀t附i帅o盈n弟)高烦绩克效裳组条织(市H水i达g版h贷P篇e症r客f劳o挪r逗m冶i瓶n业g烈O蛾r轮g航a仍n嫩i显z他a真t粥i奥o决n蚁)客拣户骨关械系惹管甘理哲的纠定满义客户洞察客户价值提供客户交互高绩效组织延伸的企业整合6工谨作沙内堆容建置立具及远维投护乎知重识草库评(D低a煌t调a粪W扮a制r拉e痕h企o腹u公s双i厅n腐g担)理标解恼并服挖照掘过客朽户结数辅据兵(D陕a殊t杜a牢M污i馆n朗i葛n膝g庙)客看户霉权时值贩评脾估世和个细挽分藏(C机u平s弯t堂o朗m对e问r湾E山q腰u应i检t惹y承I宗d尖e抬n鸡t没i节f熊i耻c豪a酸t骨i雕o旬n油)客握户立洞允察内使降公址司盲：定逼义寸最搬有支价饿值域的激客祖户决敞定墓怎姑样置与虎其抄一乏起陷使稀相员互坝的杏价波值塑最漏大遭化创团造判有点价端值龄的歉客拔户旗经罚验章高绪度耻依辽赖横：建矩立膊对吓客愁户胆的量单唯一线视毛点实深施柔洞防察驼并蔑应迁用预洞炭察客柳户季洞凡察7工败作赏内言容品蚊牌咐关室系学管奇理络(B及r记a是n别d河R鄙e疲l资a沸t认i霞o公n掏s予h稀i帖p坊M抱a兰n霜a站g姑e樱m附e训n此t巩)定坐义惨持变续档更录新某的想及散针幅对考目视标门客番户朴群债的另营碗销种(M皆a盛r个k鼠e帜t呆i阿n驱g石E良f斥f唱e地c闲t脏i隆v荡e漠n顺e肝s宰s案)提蹄供引个牢性女化雁的痒产幅品倒及呀服累务浇(P倦r浩o俘d烟u援c党t煎&嫁S疫e肥r篇v党i誓c烈e坦D粘e奋v雁e亿l插o竖p祝m筑e丢n远t框)为转目拴标论客急户穷度距身蓄定娘制绳相羽关撤产泼品旺和瓣服弟务注倚重栽：引秘人锡注木目升的插价隆值愚定孔位建汽立附强芳有桌力被的砍品例牌开疫发悠吸担引晕客睡户尺的悄产剂品裕和搏服邻务管嚼理越产锄品搞/波服姑务辱构缎成客想户占价枝值泻提职供8工兆作饱内岩容建栏立霞或亚联夺盟萄集映成革的假客副户得交湖互放中魂心传(C敞I们C被)优杯化攀服勉务偷交剪付萝的梁竞雄争哈能艇力陆(S街D俊O膊)提报升处销辞售隔组绘织碰的适竞敞争晨能怨力榆(S衫F碑E姑)使村用割电匪子卵平苗台种创影建语虚念拟问企推业婶(e狂-销C图R钩M兆)使毫客必户评能仁在警所刃有设接清触姑点却与难企块业诵无秋缝顷交火互反蛾映教客爷户叶对打公漆司佛的选价仙值证同明拜对啊客坛户来需蒙求乳和烦偏年好首的节洞梳察整箩合鞠营浸销另、封销扎售唇和威服够务在摸每疼种育接请触惩方确式敌提骡供驼一党致超的报信宪息从危管酱理份即幅时拼交仁流咏转提变恳为动管叮理防客记户哗经子验客苹户爸交缺互会能丝式力9工环作怨内拖容实耀现条有锦效掏的根战两略团合蛮作芽伙滚伴球关隙系歉(S望t尚r恐a涝t术e医g突i圆c骂A抗l录l默i间a恋n请c采e玻s注)兼概并见或具整叫合支客季户浙价乔值捧提爬供(M领&胸A加)设银计裙最介佳毫的脆渠丽道沫战朴略寄(C涝h睛a抚n车n任e蜡l钥S弓t推r阳a著t黎e还g已y帐)共蓬享详的形客吨户纤洞坐察殊及侍交灰互扣(S么h鸭a舅r吉e知I戚n豆s六i躬g狗h弦t刘&层I贩n岁t奥e陈r似a灯c闪t挡i蔬o博n易)共程享猪的双资善源浇和挨支宝持饥(S拐h撒a秤r反e久R梢e例s捐o凑u将r旋c跳e暂&哈S态u在p湾p壮o陶r国t拥i堂n念g压)发化展挺和债管耕理响企隶业埋内凑及也与悠主雅要纪联对盟献伙道伴辫的络关掩系丹以消扩暂展纽奉客最户畅价棕值宽提府供拖和络加畏快税服初务供速男度蹄：跨凉组汽织繁的跑“京企附业屯内少”帆联传接“企磨业粉外境”格联撕接延跌伸惭的坛企剖业括整便合煎能栽力1椒0工脆作欧内虹容组铺织史结旦构盐调荷整灶(O岗r贷g愧a苏n事i愤z漫a魔t炼i晚o虚n唐S咱t艺r恼u符c烂t币u印r够e抄)绩逆效自评脚估狼(P若e亡r鸟f扯o箩r等m愉a励n牵c敢e偷)培锤训拴/芬学笨习坦/笼知绝识聚管朽理昨(K咸n睬o啄w斩l员e蜡d总g判e仍M踏a赏n连a币g炕e贸m尸e辣n耐t合)领匠导扶力禽和钓决罢策腾能祝力苗管槐理攀(L袄e冤a伤d乖e校r债s移h愤i山p看)沟糟通掌和正共众享陡的猫开梯放轰文馋化予(O鸣p崭e报n乒&反S计h归a集r苍e致)主拌人再翁羡精等神智/甩股晕权巡寿/狭角农色王和冒责论任椅设口计吸(O上w衫n追e护r挖s华h返i望p答)人钓员璃绩狭效寸比从产偷品伤和桨服正务申更源能耗带拖来问独松特爹的事不资能返被弦复夫制轰的访客验户嗽经谈验四粪个申独货特则的戏方罢面朵显征著骂影夸响有人从员不绩萌效问：组甲织谦结雷构栋和抵角帆色币，脊文简化犬，律人镰才抚管阻理伪，拢培肿训高嗓绩减效蜡组也织骨能疫力1懒1客屯户歇关壶系绑管徒理羽的逗定漂义客僻户汪关遗系厦管悼理妈业原务席范台围锻的秒界撤定客稠户社关廊系炭管端理功竞础争联能揭力鄙的工价壤值客昆户你选柿择霜客盾户杠关脑系屠管残理薄系酸统王的舟方倡法客鞭户宜关积系客管及理蛙项猪目森范想围喊确轻定秃的深关鬼键客汤户争关约系剩管帜理凯项皇目协成茂效浇的侄评校估1访2当务我开们骂谈孙到娘“优C规R墓M剩系舱统恭”认…左…1孔3RFCRFCR/3StandAloneGatewayTelephonyServerCTILink|SAPphoneAPICTI

linkSwitchProtocolTCP/IPSocketsRFCLINKR/3GatewayR/3APPServerABAP/4RFCORBAPIIVR--____________________________________SAPGUICICSwitch/PhoneMessaging当造我趴们愚谈粗到隶“葬C灭R锄M营系鹊统智”尝…糊…当导我踩们扛谈笑到腥“地C道R陡M胶系脊统萄”仅…锁…1闷5C壤R赵M裳系热统燃的页概大念煎越授来缓越柄广I沸n葱t糟e圈r标n谅e殖t色S送e稼l蓄f顿S绳e兰r搂v尾i屡c想eCallCenterSalesForceAutomationCustomerRelationshipManagementMobileSales-庆-冈-根-淹>-锤-接-功-联>1甜6一变般不我勒们权会览把赠下网列蜻系魔统品称贯作隐C靠R壁M客口户婚数塘据躁分漆析纱和率数摄学碧模躬型应薪用瞒系报统纲集静成品公牌裳关羡系谢管谢理呼售叫填中辰心坡和炸自移助恐服乓务内喊容召管衬理数络据篮信客息援流开管占理电份子摧渠鞠道疏沟孕通逼管蔑理业渠务画预芦测浩和季客抽户勇需欺求狮交匹付客麻户棉经汁验糊（凝交呈互勉）签管灰理业哲务们知迎识剖和境技越术其知欺识呆管薄理客散户助忠得诚妇度贪管瘦理依狱成妨本相管拔理合腐作响伙报伴启关炭系吼管迎理个柴性久化域和卷客我户梯化销精售寒自盏动纲化呢和川业桶务乖提姑效无煤线偏通斤信山和认移烧动臣商拔务1肠7我嚷们绑甚旅至沈可造以乌界践定粉C贫R倦M劳的竹范停围InternetSalesFieldSalesFieldServiceInternetCustomerSelfServiceCustomerInteractionCenterSales&ServiceDocumentTeleMarketingTeleSalesInternetMarketingMarketingPlan&CampaignInstallBaseManagementProduct

&BrandMgmt.Retention

manage-

mentSalesMethodologyTiered

ServicingBusinessPartnerCollabor-ation1池8当壶我逮们窗回耕到之了缴自贸己妄的乌企专业销隔售尘部服尾务帝部市坛场类部产视品签部财竖务保部企顿划硬部运右作购部人阁事国部行利政捉部研竭发村部仓测管井部生卸产煎管辛理艳部工箩艺邻部C谈R侄M相倒关床部炭门?C乎R文M无严关嫌部才门?？1壤9当膊我演们蹄回稠到恩了喝自棚己想的佳部蜂门服架务岔部售烧后缝维地修资楼料碗翻钉译人爽员誓调震度备套件末库技皆术晶支索持知墙识板库现翠场盼支躺持客棍户哀服挤务网量站妻编凭辑全怖部劣都爆属焰于C底R微M？2乡丰0激穴发阻需乒求计概划商和洋管物理朱企净业满祥足别需枯求X组语织产板品炒研众发C支R赴M杜关丈注过的枕是园如葱何始激伤发站需族求客像户爸关益系剑管普理拦的快范甚围宣界航定客傲户图关垄系奶管库理商薄务2号1为疾什羡么藏说禁，凡这弓个墨不熊是述C身R扔M耗？2掏2客紫户存关把系厕管盟理尤的拢业餐务趋框步架客户交互管理电子邮件/传真邮件/呼机/个人助理/移动呼叫中心在线服务现场服务客户洞察管理集成架构管理企业文化组织结构能力绩效管理交流协调组织绩效管理营销销售服务客户经验管理业务支持业务流程业务支持业务流程业务支持业务流程市场计划目标客户群管理产品建议书个性化邮件销售预测开销花费管理关键客户管理渠道伙伴管理销售价格管理销售阶段管理销售组织管理线索开拓管理营销活动管理市场培训管理销售活动管理线索跟踪管理机会管理讯价管理报价管理销售定单管理销售合同服务请求管理服务处理管理服务确认管理投诉抱怨管理服务合同管理服务权益管理自助服务销售机会管理任务排程管理技术讨论组解决方案数据库已安装产品数据服务产品管理服务组织管理客户的买方价值客户的赢利能力分析客户生命周期价值客户行为预测客户资料整合/收集目标客户营销产品组合/多渠道整合交叉/升级销售客户忠诚度/保留率管理定价/收入管理公关/市场活动管理营销/市场活动收效管理业务流程系统操作中间件通信机制客户数据产品数据组织数据合同及发货信息2通3客东户茅关孤系盏管违理间的蒙定摄义客扯户袭关和系财管爹理亩业好务取范朗围舞的陵界里定客菠户面关禾系紫管坟理献竞留争心能规力恶的巾价窄值客对户铅选指择越客糠户劈燕关砍系样管带理写系葛统卡的炉方裙法客押户羽关颠系绝管廉理染项街目要范染围文确岂定筛的厘关俗键客懒户叹关旅系雹管发理骡项染目蛛成葬效默的校评透估2迟4发驴展挥客恼户蔑关乐系征管送理财的腿竞杜争敬能挎力值对邪企多业做的西财械务道指尽标颤有磁什清么祸影嗽响姻？在上鞠百露项有傲待塑发招展膊的休客仔户属关齐系事管论理荒的贤竞亩争苗能妄力以中谅，它哪歼些滑竞惑争拖能每力忙对孝财填务普指第标共的包影免响处最秋大窗，淘最薄迅赛速国？客仰户做关猫系判管冶理腔能梦力咱的吩价苗值举吗例2农54烂2似9飘个松问遣题:战夸略怎方暖面际的业殖务藏流剧程拘方惭面截的组艺织罚和碗人庆员食绩片效宋方浙面遭的技适术震方碗面火的数帜量疗分弟析撒法受(Q捆u羽a选n率t副i尝t欣a块t症i瞧v螺e漠A由n聪a刮l床y珠s什i匆s手)亲:相球关皂法苦(C蒸o约r叨r亭e愚l瞒a宜t抬i改o厅n宇)派再生发法罚(D闯e萄r冠i世v是e盒d香)质径量榨分鼓析触法没(Q灶u击a秆l朵i高t夫a贡t滴i蚀v苏e食A灵n肃a士l交y子s赠i件s柔)滤:与蔑5郊0芦位视高乓级别领笨导困深孩入瓦访瞎谈5仁3吉7鹿份捆有藏效灰的胃调精查但答岔卷2司6店4个预大机企筒业通圾讯化断工医跳药零尖售电题子际/谋高定科烫技制松造调秃查降内蜻容脱/撤方糕法调嗓查畜对劈燕象涉殖及美的左行耽业举谨例2袭0穷0凭0仓年趋的扫专子题塌调茄研2俱6作咏为伶一雕个冠营岔业侮额则为木1智0和亿陡美寻金籍的闸企弊业舌，肃在归一两般众情堆况孩下钱，窗由谜客夜户层关密系严管误理任的诱竞堪争赠能减力婆带貌来栏的窄收各益攀为屯1民0钞%谅左钥右纱。虽袜然双所沙有箩的差能拾力慨都哄很旨重淘要开，物但测其僵中疫某逼些俩能卧力丽对疯财歉务萝指获标售的兽影叮响细会牢特拿别仪大挽些建。举纺例调费研骂结城果2含7%让客国户瞒关以系貌管域理棍竞睬争侨能寒力子带随来南的错利银润买增陕长5随0郑%5姨2阻%4廊7翅%2脑8率%6序4忙%4筒4摇%0昨%2却0场%4签0胆%6高0单%8器0奶%1潮0骗0桌%通算讯化铲工医陈药零桃售电盖子姥/炸高断科浪技制敲造通巨过闪对移众船多砍企奔业肌的俗调纽奉查鲜分同析傲表醒明捡，C峡R美M能征力吹对芝企笋业荷的探营总运虹结核果孟有咸显绑著事的麦贡偶献举而例调才研誉结气果2洗8以准电费子/高共科触技假行票业乘的辛调垄查减结龟果走为溉例介，洋客趋户端关辉系钟管护理购竞座争魔能扶力型对确企传业搏的馆销追售绕回老报翠影登响欢尤昌为注明碗显鲜。*巷资麦料呆来最源殊：开企颠业炼C泳R糊M种能治力籍价法值辽调疯查溪分猎析在报粉告肥，槐2临0协0疼0穴，绞A倾c五c滥e灾n螺t竭u疤r印eC稳R织M每能伴力壁对旱销参售依回足报撇(算R军O双S种)勉的等贡设献腥*落凝后伸企桌业1双3直%3峰3菌%C茄R枣M能月力1竹3耐%其降它沉能耻力惩7午%C角R衣M鲜领肆先长企相业-轮1挣%平赔均逝企美业举饥例调界研糟结厚果2网9在杜针饮对弱电拿子/高屈科眨技温行理业盐的日调伍查尾中滚，跃我喇们涉发侨现衣少沉数渣关附键合的C蒜R窗M能游力急即剪可姑对忍企眼业突的茅营损运栽结先果愁产妇生岛明否显学的情改惠善*寒资邀料成来钩源桃：悦企赶业柱C区R述M协能鱼力尼价嗓值叼调乌查温分公析直报羡告劲，删2姥0哈0讯0尊，疾A哗c库c裁e条n须t届u削r傍e各炼项来C雹R叛M荣能简力踏对揪销季售熟回富报姨(苍R划O别S肾)屑的仆贡斤献补*前右1粒0侵项智增影加六1依1抚项盘增纲加膜3柱3钉项那总斑共真5杰4供项5劈燕6坏%2领9趣%1件5狭%1馒0堡0惹%=R律O樱S价1朝3曾%举馅例调夫研挨结丢果3劣0客引户劣关贼系资管限理链的宿定萍义客揭户箩关帅系息管停理赴业量务脸范竿围渗的鸽界衫定客前户券关贺系打管具理泛竞贡争烂能刃力晨的知价踩值客己户询选痕择长客仍户糊关到系创管具理烂系土统年的扑方岭法客任户大关沃系狼管酷理蝇项葡目狼范旷围灿确安定拣的碎关旁键客锯户群关咏系伪管叔理盯项柿目声成和效匀的掘评庙估3我1案痛例街分橡析某姐世够界5腊0强矛企辅业-客尽户有关恶系蒸管降理误平稠台乎选肃型誓项练目3底2TechnicalCriteriaExecutionMaintainCustProfileDevelopmentPROCESSAssignUserRolesManageProcessStepsSell/Retain/WinBackWORKFLOWClientPrioritiesPerfProactiveContactManageCustTroubles“BestFit”选限择鸦最携合我适亩的镰客遭户刻关览系授管炮理丑平在台3脊3CRM功能模型：2.1 MarkettoCustomer 2.1.1 CreateTacticalMarketingPlan 2.1.2 SelectTargetCustomers 2.1.3 GenerateDemand/AttractCustomers 2.2 SellandEnableProduct 2.2.1 NegotiateSale 2.2.2 DesignCustomerSolution 2.2.3 SetUpRelationship/Profile 2.2.4 ManageOrder 2.2.5 ActivateService 2.2.6 FulfillSale 2.3 EnhanceCustomerRelationships 2.3.1 ManageContacts 2.3.2 BuildCustomerInsightandUnderstanding2.3.3 MaintainCustomerProfile 2.3.4 PerformProactiveContact 2.3.5 Sell/Retain/Win/WinBack 2.3.6 ManageRiskwithCustomer 2.3.7 ManageCustomerTroubles 2.3.8 ProcessCustomerRequests 2.4 BillCustomerandCollectRevenues 2.4.4 PerformSettlementActivities2.4.5PerformCollectionActivities验证，分析并得出结论参照客户关系管理（CRM）功能模型建立系统基本功能评估框架综合评定客户关系管理（CRM）平台供应商使用内部资源：管理部门或内部顾问使用外部资源：咨询公司或专业分析师还需要考虑：有无独特的功能？有无针对行业的功能？当年的营业额是多少？世界排名第几位？有哪些客户正在使用？获取信息从：已开始接触的供应商获取信息从：新供应商量匀化艇而符全肿面术的挪评悠估众过煮程3练4CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenueCustomerSalesEvents2.2SellandEnableProduct2.1MarkettoCustomerProvideCustomerService2.3EnhanceCustomerRelationshipPaysBillorDoesNotPayFraudOccurrenceUses

ServiceFulfilledRequestInvoiceTargetMessagesWantsProduct/ServicesTroubleReportManageContactsDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsSell/Retain/WinBackProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactManageCustomerTroublesGenerateDemand/AttractCustomersBuildCustomerInsight&UnderstandingDesignCustomerSolutionNegotiateSaleSetupRelationship/ProfileFulfillSaleManageOrderActivateServiceMaintainCustomerProfilePerformProactiveContactCreateTacticalMarketing

PlanSelectTargetCustomerPerformSettlementActivitiesPerformCollectionsActivitiesManageRiskw/Customer系塘统短基逗本右功球能懂评悦估窝框根架3澡5系殿统装基音本虽功卷能作评固估览案帖例切分读析3贿6优粉势逼功播能狂：M课a这n黑a忽g削e捆O墨r奸d冰e泉r劣械势烛功师能别：P阵e宾r霸f蚊o斑r教m过C登o浙l雾l瞒e旷c盈t粥i绍o者n危A斯c嗽t焦i趟v盲i嗓t坊i震e矮s

ManageRiskwithCustomer,PerformSettlementActivities,PerformCollectionActivities通过配置实现的功能：

CreateTacticalMarketingPlan,SelectTargetCustomers,GenerateDemand/AttractCustomers,ManageOrder,ManageContacts,MaintainCustomerProfile,PerformProactiveContact,ManageCustomerTroubles

Process/ActivityDefinition,Resources/RolesDefinition,Rules/RoutingDefinition,WorkDefinition,Queue/WorklistDefinition,TriggersandScheduling内置的功能：C葡l烤a罪r进i箩f扇y缓(葛e匀F止r廉o志n吩t湿O姥f强f蝴i销c误e犹6臣.旅0伙)3凯7C拦l胀a优r歇i禾f型y糠=呼3享.属7CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport4.44.14.14.54.65.04.64.25.0N/A2.61.62.34.13.73.0N/A3.13.5ManageContactsSell/Retain/WinBackN/AN/AN/AProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactManageCustomerTroubles3.94.22.33.7GenerateDemand/AttractCustomersBuildCustomerInsight&UnderstandingNegotiateSaleSetupRelationship/ProfileManageOrderActivateServiceMaintainCustomerProfilePerformProactiveContactCreateTacticalMarketing

PlanSelectTargetCustomerPerformSettlementActivitiesPerformCollectionsActivitiesManageRiskw/CustomerDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSale3邪8O贱r奖a奏c爽l耽e单(筹3仔i博)优筋势私功香能负：N免o犬n留e劣炒势控功倒能挑：I浑n漂c严o镰m茧p泊l沉e黄t室e件I捞n丸t卵e赤g拌r谣a小t梳i柴o帆n莫o因f购f杯u令n争c宣t唐i处o敞n刷a叠l敬a建n酒d阔t支e绒c槽h序n苗i寄c神a丙l季c颗o汤m袖p耕o息n先e廉n跳t坟s

ManageRiskwithCustomer,ProcessCustomerRequests,PerformCollectionActivities通过配置实现的功能：

CreateTacticalMarketingPlan,SelectTargetCustomers,ManageContacts,PerformProactiveContacts

Process/ActivityDefinition,Resources/RolesDefinition,Rules/RoutingDefinition,WorkDefinition,TriggersandScheduling内置的功能：

3猜9O爹r谊a眨c忌l呈e著=逼3丙.粱4CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport4.04.03.94.15.03.94.04.0N/A3.62.52.53.23.52.2N/A3.33.3ManageContactsSetupRelationship/ProfileManageOrderActivateServiceSell/Retain/WinBackMaintainCustomerProfileN/AN/AN/AGenerateDemand/AttractCustomersNegotiateSaleProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactBuildCustomerInsight&UnderstandingManageCustomerTroubles3.33.93.33.4SelectTargetCustomerCreateTacticalMarketingPlanPerformProactiveContact3.8PerformSettlementActivitiesPerformCollectionsActivitiesManageRiskw/CustomerDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSale4爷0S召A币P萍(共C叼R天M蒸2蜓.装0边)劣乒势独功阻能就：N羊o结n刃e

ManageRiskwithCustomer通过配置实现的功能：

ManageOrder,ManageContacts,ManageCustomerTroubles,PerformSettlementActivities,PerformCollectionActivities

Process/ActivityDefinition,Resources/RolesDefinition,Rules/RoutingDefinition,WorkDefinition,Queue/WorklistDefinition,TriggersandScheduling,MonitoringandReporting, WorkflowComponents内置的功能：P差r启o管c狠e绒s醒s给C途u劝s府t冲o助m酸e跪r贱R很e紫q窗u别e舍s催t丢s洽,矿P透e堵r卖f秧o嘱r产m膏S间e哑t瓦t根l窃e里m趣e束n躁t倦A敲c踢t溜i疼v涂i雀t特i伞e五s简,嫁P鞋e危r悬f侍o隆r根m粮C跟o逢l播l祥e错c厘t腿i超o傻n牢A赛c住t属i缺v我i隆t暴i阵e狼sQ计u端e舞u幕e盗/缸W沉o络r述k唯l蝇i壶s瞧t中D侵e曾f堵i遇n限i蔑t优i皱o兴n揪,涨M截o众n吗i弓t山o球r童i统n亭g瞧a售n强d秃R悠e赠p错o薪r刚t评i位n窜g役,拒W栽o招r班k吹f爸l波o滚w届C情o传m级p释o顶n师e诱n范t切s优际势低功亮能散：4鼻1S今A替P瞧=死3田.暴8CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport3.43.63.84.33.84.04.24.04.0N/A4.34.42.43.83.5ManageRiskw/Customer3.7N/A3.53.4ManageContactsSetupRelationship/ProfileActivateServicePerformProactiveContactSell/Retain/WinBackMaintainCustomerProfileN/AN/AN/ACreateTacticalMarketingPlanGenerateDemand/AttractCustomersNegotiateSaleProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactManageCustomerTroubles3.83.64.43.6BuildCustomerInsight&UnderstandingSelectTargetCustomerManageOrderManageRiskw/CustomerDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSalePerformSettlementActivitiesPerformCollectionsActivities4叹2S须i孕e导b鹿e额l禽(无S榜i奴e等b妨e浑l迎9斧9检.寨5果)劣思势金功炉能栏：R珍u尘l寨e汪s炼/脉R咬o惭u惜t脱i妄n筝g座D希e锡f壤i皂n查i摆t怀i告o疼n

ManageRiskwithCustomer,PerformSettlementActivities,PerformCollectionActivities,Rules/RoutingDefinitions通过配置实现的功能：

CreateTacticalMarketingPlan,SelectTargetCustomers,GenerateDemand/AttractCustomers,SetUpRelationship/Profile,ManageContacts,MaintainCustomerProfile,PerformProactiveContact,ManageCustomerTroubles

Resources/RolesDefinition,WorkDefinition,Queue/WorklistDefinition,TriggersandScheduling,MonitoringandReporting,WorkflowComponents内置的功能：C议r郊e喷a烛t缴e墨T父a扮c路t宋i滥c厚a怒l娱M瓦a块r竞k洽e仙t牙i价n袋g端P疼l羡a扛n离,拖S为e手l变e苦c开t欧T内a扶r吵g唇e思t攻C贪u虽s萄t尤o主m妇e弟r丸s页,女N锹e活g织o抓t老i鱼a歪t伐e焦S赖a拖l盒e血,寒S数e捉t挺U坏p离R释e默l火a心t愚i料o域n太s嫁h恨i狸p湿/脂P忙r手o奶f墓i塑l赔e报,拳M梁a们n插a积g新e悄C抹o缘瑞n在t总a屠c轧t供s纷,仇M睬a虾i怠n载t挠a凯i险n倘C守u切s萌t恰o朴m猎e气r陪P症r霞o蹲f北i简l忘e优乏势塑功江能轻：4茎3S验i悔e臣b至e第l惰=董3潮.虏9CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/Services4.85.04.14.64.53.03.85.05.0N/A2.52.22.34.43.43.2N/A4.53.8Sell/Retain/WinBackN/AN/AN/ASelectTargetCustomerProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContact4.04.52.44.0ManageContactsGenerateDemand/AttractCustomersCreateTacticalMarketing

PlanBuildCustomerInsight&UnderstandingPerformProactiveContactSetupRelationship/ProfileManageCustomerTroublesNegotiateSaleManageOrderActivateServiceManageRiskw/CustomerPerformSettlementActivitiesPerformCollectionsActivitiesTroubleReportDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSaleMaintainCustomerProfile4哪4V培a工n枪t仰i移v服e优定势份功态能肝：S理i椒g倡n鉴i津f搅i百c改a特n关t惭l咬y章L钩o猪w凯e武r跳C姑o蛾s糟t

GenerateDemand/AttractCustomers,NegotiateSale,SetupRelationship/Profile,ManageOrder,MaintainCustomerProfile,Sell/Retain/Win/WinBack,ManageRiskwithCustomer,ProcessCustomerRequests,PerformSettlementActivities,PerformCollectionActivities

ProcessActivityDefinition,Rules/RoutingDefinition,WorkDefinition通过配置实现的功能：

GenerateDemand/AttractCustomers,NegotiateSale,SetupRelationship/Profile,ManageOrder,MaintainCustomerProfile,ProcessCustomerRequests

ProcessActivityDefinition,Rules/RoutingDefinition,WorkDefinition劣势功能：

4钱5V苍a醋n灭t再i笨v农e惨=果2病.暮3CustomerServiceEventsCustomerBillingEvents2.4BillCustomerandCollectRevenue=CustomerSalesEvents2.2SellandEnableProducts=2.1MarkettoCustomer=FulfilledRequestProvideCustomerService2.3EnhanceCustomerRelationship=PaysBillorDoesNotPayFraudOccurrenceUses

ServiceInvoiceTargetMessagesWantsProduct/ServicesTroubleReport3.03.02.03.13.73.02.63.03.0N/A2.02.02.31.53.0ManageRiskw/Customer1.1N/A2.32.2ManageContactsSetupRelationship/ProfileManageOrderActivateServicePerformProactiveContactSell/Retain/WinBackMaintainCustomerProfileN/AN/AN/ACreateTacticalMarketingPlanGenerateDemand/AttractCustomersNegotiateSaleProcessCustomerRequestHasQuestion/Trouble/ChangeResolvedorProactiveContactBuildCustomerInsight&UnderstandingManageCustomerTroubles2.42.62.02.3SelectTargetCustomerPerformSettlementActivitiesPerformCollectionsActivitiesDesignCustomerSolutionPriceEvents&OffersCollect&ProcessEventsDesignCustomerSolutionFulfillSale4灾6客户关系管理竞争能力评估结果系统功能评估结果“BestFit”最佳选择获取第三方厂商支持最终分析技术分析明确功能缺陷功能差距分析审核系统功能与企业重点发展的竞争能力映射的状况需求发给供应商初步分析有无额外需求？系统功能需求的优先级功能和成本分析“业务情景”分析YesNo决督定苦最羞合甲适舌的搭平或台鸭的桶过铺程4从7客锡户兼关密系芽管冒理箱的眠定厚义客臣户布关或系纱管逐理披业司务捉范摔围气的北界扎定客忆户麻关孔系坐管挖理寄竞换争宜能榴力罪的席价牲值客柏户南选更择倚客财户蓬关妙系刃管敢理油系谨统乱的遥方葡法客碧户威关姐系炕管睬理病项厕目矩范钻围忽确浴定册的削关预键客桶户糖关拖系乡丰管珠理他项况目呆成揭效蚊的青评孟估4房诚8？工贸作辫难梢点项按目轧目港标漠和牧范租围项所目璃组业含务主部矛门公睬司茂高篇层咨未询寄顾友问系革统欧供碗应宅商定乌义撑项扔目误的份目吧标卫和争范迈围陈的手工岭作拴难恳度森往宿往您是今由鸦语另言棒不罩通”造零成伞的若。榆这铅阶焦段裤的放成迫果油有刷任闹何杏一扒点桑模益糊引都扣将摊会售是宝项楼目捏实恐施侍中召的忙隐涂患鼠！4窄9协愉同却客机户矩投焦诉当管垃理通待过严呼户叫或中贷心盗平圈台骑统蜂一滤接片受蛇客瞎户洒投把诉对舰客棵户筹投狸诉宿的训现金象垫以越及榴解杆决骆方顽法明进骆行辞系台统潜记女录对跟客拨户衫投潜诉秃的吓处白理萄进横行肠集继中更指拨派安催排格对达相采应查投兰诉杨进强行境服筛务炒的伞日乔程对区相需应匪服雄务烧所讽需早产料品门或拖其延相泳关盒信删息脆进酒行请查絮询对企投拉诉世的网服零务餐结孝果荡进碌行辨系牙统亡反愚馈对秀服法务的执霞行口过挽程助进盖行境跟艰踪解提决汉方码案茅数察据顶库:根疲据眨已恰知驱的坊症泽状涉或进关孤键零查降询烂条否件显建漠立沿相薯应永的董详彻细窝解孩决猪方皇案兽数鞠据含库对两解虫决旨方狭案挡数荒据鸦库移提袄供个查巨询秧工构具亿（吉可皮集怜成观在鞭客姓户完交烂互气中某心朗平让台波）提松供仇数您据弃库付搜狼索滤引摇擎对珠解波决酒方爷案高数矩据彼库同不晴能价解泥决私的北问损题男可简以柱创释建唇服宁务艳请饮求塘来选后夸继苦处较理对鸡解廉决茅方味案左的平使扛用器效哑果喘进笋行堡反轰馈使,某便真于肆进喉一盟步君完兵善对孟解葬决隆方馋案钩的验内槐容葬进剂行乡丰日淘常顺维赴护建渠立断对锡不碌同沈角闯色匆（镰如育内介部尾人惭员克或拾代蓄理稻商再）专进碌行庙解较决附方巡寿案骂查如询耽的垂权茎限客维户殿服掏务单处盟理在向系枕统狠中得记钳录视服票务瓶请跪求对乐与伍客喉户胞签炼订仁的倡服察务竖合脑同主在床系她统遥中播做头记放录记钳录但服皇务尝处杆理柴的灶过马程谷（初服醋务疲定颂单伙）益并胜可任进副行茂服拿务唐进赏展阅状粒态怎的肤查体询振和其跟映踪对浴服肉务毫合胜同处的风执营行临以荣及巨相插应答的僻服秋务则活斑动恐进胜行篇记扮录实躁现烛服坐务善定叮单骑的远打脸印恐输放出企蛾业炉对窃服兼务消的台定喉义举绿例5规0系雷统观供咐应读商号对蜡服灶务区的警定绳义C描u即s跑t梅o裕m城e蚁r湖a扒n棚d宁C话a丸l侍l教M禾a商n别a谎g接e膀m匀e蛛n洲tS彻e欲r弄v学i存c形e湖-皱O佛r题i另e慰n以t啊e泪d市C终a奇l遥l如M日a墓n吹a次g乱e久m催e温n探tC而o丑m闭p塑l挥e峡t幅e荣A馅s寄s裤e抵t允H股i买s枪t诸o策r再yC展o励n搁f今i室g仿u跃r击a录t店i摸o肤n寸C浩h奶a沿n浩g码e叫sS饶L耕A宰M届a葵n爷a银g洋e突m凑e非n配t君F缎i叹e却l樱d誓A背c戴t驼i吃v雨i猫t辉