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1、MicrosoftTheIndustryForum台灣微軟產業研討會 王九鴻資訊處協理April24 2001 CRMinManufacturing研華顧客關係管理案例研討 Contents WhymanufacturingbusinessneedstoimplementCRMBusinessValueCRMsolutioninfrastructureAdvantagesAdvantech sexperienceImplementationProcess benefits WhyCRM Brandname customerloyaltyGlobalbusinessHighqualityserv
2、icesInnext5years CRMisastrategicapplicationforthecompany 研華科技 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 BusinessEnterpriseLowertransactioncostReduceSales Marketing 22 Adva
3、ntech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 MarketingEvolution MassMarketingShareofmarketAdversarialProductcentricEconomiesofScaleSendinformation 1 1MarketingShareofcustomerCollaborativeCustomercentricEconomiesofscopeDialogue CRMSolutionCriteria IntegratedSales Marketing TechnicalSupportandCustome
4、rServicefunctionsWebinterfaceforPartnersandCustomersEasyintegratewithERP MFG PRO systemEasyuserinterfaceandcustomizationEasyintegratewithe CommercesystemWorkflowcapabilitiesSupportmulti languageforglobaldeployment SiebelCRMSolution GlobalLeaderinFrontOfficeApplicationsWeb BasedArchitectureConfigureO
5、nce DeployEverywhereNo 1inCRMmarketPartnershipswithIndustryLeadersFocuson100 CustomerSatisfaction SiebelEnterpriseArchitecture GeneralOptions SiebelDataModel MSSQL7 0 SiebelObjectArchitecture ApplicationServer SystemSoftware SiebelTools CRMSolutionArchitecture SiebelDB IE4 01 5 0 5 5 SiebelObjectMan
6、ager SOM SiebelApplicationServer s WebClient WebServer MSIIS4 0 SiebelGatewayServer SiebelWebEngine COMApplications CommunicationServer ComponentsRegistration MailClient eMailwithpropersubjectcommand eMailroutingthruExchangeServer ConnectedClient InOfficeUsers MobileClient RemoteUsers DatabaseServer
7、 MSSQL7 0 ProjectInvestment Application Siebel99 5 nameduser Hardware AdvantechSPC520 PIII500 x2 1GM X2Software MSWindowNTSP4Database MSSQL7 0 50GB Consulting SiebelTAMServiceImplementationconsulting DIY Advantages AdaptthemainstreamtechnologiesCostofownershipLeverageknowledgeandresourcesExperiences
8、haringfromMSTechnicalSupport ImplementationStrategy Plan in One Implement by PhaseSalesEnterprisefirst followedbyServices MarketingP1PilotruninTaiwanandUSsitesP2DeploytoselectedcountiesinregionsP3World widefullyimplementinallcountriesFormuptheProjectTeamcombinestheBusinessLinespeopleandITpeopleRe en
9、gineeringSalesprocessesintoaGlobalandCompetitive edgetoolsLearnbydoing PhaseI Implementation PhaseI03 13 04 17 SalesEnterprise05 01 07 30 ServiceEnterprise05 15 07 30 PhaseI05 15 06 12 PhaseI04 22 05 22 WorkFlow Assign MFG ProIntegration Customization PIMTraining Outlook QuoteCustomization Quote Pha
10、se 2Implementation Projectorganization resourcesWidelycommunicateCRMwithRBU sCRMgoalandobjectivesLeverageUS Taiwan sCRMexperienceCRMcommunityClearscheduleandmilestonesIncentiveprogramforimplementation eCRM的效益 提高顧客忠誠度提高獲利率縮短新產品上市時間以最具成本效益方式服務目標客戶群大幅降低每筆交易成本大幅降低顧客服務成本節省服務客戶時間 Results Asolidplatformofe
11、BusinessTop 15FunnelreviewAutoQuotationprocessIncreaseserviceeng productivityOrderintegratedwithERPCustomersegmentationOrganizationlearning Becomingane BusinessSystem SiebelCRM Siebele Channel Siebel COMApplications SiebelSales FieldService SiebelCallCenter CustomerInformation Customers FinanceHR BackOffice Notes EAI SiebelMarketing CRMKnowledgeBase 顧客關係管理五大步驟
