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1、1微软CRM及案例介绍Damon Zhang2Contents1.Microsoft Dynamics CRM Overview2.Project Target and scope 3.Your requests and solution of our CRM system (module, function, process, BR, security)4.Project Plan and RisksDynamics CRM：中国客户群3小型企业小型企业中等规模的公司中等规模的公司大型企业大型企业Microsoft CRM 4.04以您工作的方式运行以您工作的方式运行以您工作的方式运行以您工
2、作的方式运行熟悉的用户体验以您业务运转以您业务运转以您业务运转以您业务运转的方式运行的方式运行的方式运行的方式运行“完整的功能套件”构建，配置&扩展 以您以您以您以您ITIT部门期待部门期待部门期待部门期待的方式运行的方式运行的方式运行的方式运行销售市场服务完整的解决方案5客户化导入客户化导入/导出导出 Customization Import/ExportMicrosoft MappointSharepointMicrosoft OutlookOffice系统工具系统工具 System tools 市场市场 Marketing 销售销售 Sales 客户服务客户服务 Customer Ser
3、vice个人工作台个人工作台 Workplace集成集成 Integration 家电行业家电行业 Home appliances 物流行业物流行业 Logistics 外贸行业外贸行业 Oversea trading 医药行业医药行业 Pharmacy行业行业Vertical 制造业制造业 Manufacture 其他其他 OtherCall Centre (Avaya Genesys) Business IntelligenceERP (SAPGreat plainJDEQVD)工作流导出工作流导出/导入导入 Workflow import/export 工作流监控器工作流监控器 Work
4、flow Monitor 工作流管理工作流管理 Workflow Manager 部署管理器部署管理器 Deployment Manager 客户化工具客户化工具 Customizations 系统设置系统设置 Settings系统部署及架构6Microsoft Microsoft Dynamics Dynamics CRM UsersCRM UsersMicrosoft CRM ServerSQL Server+系统部署及架构软件架构Dynamics CRM：赋予用户选择的权利9由用户自由选择使用方式使用方式： Outlook、浏览器、移动电话由用户自由选择获取方式获取方式： 软件或服务由用
5、户自由选择购买方式购买方式： 购买或者租赁随时随地随心定制内部部署型内部部署型内部部署型内部部署型托管托管托管托管10Contents1.Microsoft Dynamics CRM Overview2.Project Target and scope 3.Your requests and solution of our CRM system (module, function, process, BR, security)4.Project Plan and RisksTarget基于成熟的Microsoft CRM系统平台，建立WESTRAC CRM系统通过WESTRAC CRM系统的实
6、施，实现客户资料的集中、规范管理通过WESTRAC CRM系统的实施，整合销售、市场产生的所有客户信息通过WESTRAC CRM系统的实施，固化现有销售流程，强化销售管理能力通过WESTRAC CRM系统的实施，提高市场营销能力，实现市场营销与销售的衔接11Scope本项目实施公司为：威斯特中国有限公司北京分公司和辽宁分公司实施部门为：整机部和零件部产品范围为： Hex, MG, TTT, Cold planer系统范围：客户管理、联系人管理、活动管理、市场活动管理、销售线索管理、商机管理、设备管理1213Contents1.Microsoft Dynamics CRM Overview2.P
7、roject Target and scope3.Your requests and solution of our CRM system (module, function, process, BR, security)i.Each module ii.Access rightiii.Ways to link CRM4.Project Plan and Risks14Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmen
8、tModuleOpportunityModuleCompetitorModuleAccountModule1516Account Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights17Account What do we want?Customer information is accurate and updatedSimple and easy to access Basic understand of customer background before
9、 visitRecent issues deal with customersRelationships between customers is known Cross departments share the informationEquipments (Cat / Non-Cat) owned by customers18Account Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights19Account Module Function-Basic i
10、nformation-Customer background-History-Emails-Documents-Comments on customer -Responsible salesman /team-Parent child relation-Multi contacts relationEnquiry of current status:-Activities-Leads/opportunities-Equipments owned-Data duplication check-Batch amendments-Import/Export to ExcelCustomerInfor
11、mationRelationshipManagementEnquiryData administrationAccountModule20Account Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights21Account: Basic Customer information黑黑名名单单22Account: Detail Customer information记录客户背景、未来发展、影响力、资产和现金流情况23Account: Customer info-
12、attached documents保留与客户有关的文档。有时间、主题、创建者，便利查询。24Account: Relationship with other customers 客户间的父子关系多联系人关系Account:Access-Right25客户权限控制27Account Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights28Account Module: Process MapsMain process map Add / Amend Custom
13、er informationSub process maps Customer assign by manager Inactive customer handling29Account Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights30Account : Business Rules Highlights1)客户信息完整性判定客户信息完整性判定：创建客户时必须填写联系人信息，否则只能输入销售线索销售线索。2)客户创建后提醒客户创建后提醒：客户创建后需要给
14、负责该客户的销售员和其销售经理发送电邮提醒3)客户归属后提醒客户归属后提醒：客户分派后需要给负责该客户的销售员和其销售经理发送电邮提醒4)客户电话变更后：客户电话变更后：销售员需要通知DA、销售经理、销售行政等相关人员。更新前的电话需记录到客户的备注栏中，并注明更改时间。5)客户客户Inactive所需提醒所需提醒：销售经理输入Inactive原因后需要发送Email通知相关人员，包括销售经理、信贷部、与客户相关的销售人员客户被Inactive后发送Email通知相关人员，包括销售经理、信贷部6)数据管理员分派客户的权限的标准数据管理员分派客户的权限的标准：销售员直接提供的客户，由数据管理员或
15、销售员录入并分派给此销售员（如有争议，由销售经理决定处理方法）而其余方式获得的客户，由销售经理决定分派原则，并指定数据管理员或自己进行分派结果通知销售经理3131Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule3232Contact ModulesWhat do we want? Function Screen shooting Proc
16、ess maps briefBusiness Rules Highlights3333Contact :What do we want?目前对联系人的管理很分散，需要对联系人资料进行集中统一管理统一管理。部门间共享共享联系人资料需记录联系人背景信息背景信息需配合市场部门对机手俱乐部的机手进行集中管理进行集中管理客户联系人信息查询及更新查询及更新需于推荐商机的联系人，应在系统内记录系统需支持联系人批量导入功能3434Contact ModulesWhat do we want? Function Screen shooting Process maps briefBusiness Rules H
17、ighlights3535Contact Module Function-Basic information-Contact background-History-Emails-Documents-Comments on customer -Responsible salesman /team-Multi contacts related to an AccountEnquiry of current status:-Activities-Data duplication check-Batch amendments-Import/Export to ExcelContactInformati
18、onRelationshipManagementEnquiryData administrationContactModuleAccountModuleSimilar FunctionNo Equip & Opportunity enquiryNo parent child relationship3636What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsContact Modules3737Contact Information联系人常规信息联系人附件信息联系人更多地址联系
19、人从业经历、背景信息3838Contact: Data administration批量编辑联系人 合并重复联系人3939Contact: Access right联系人权限控制4040Contact Assign to responsible person联系人分派4141Import Contacts into CRM导入联系人4242Contact Module: Enquire & Export data联系人视图列表输出到Excel联系人打印输出联系人高级查询联系人报表输出4343What do we want? Function Screen shooting Process ma
20、ps briefBusiness Rules HighlightsContact Modules4444Contact Module: Process MapsMain process map Add / Amend Contact information Delete a ContactSub process maps Assign contacts by managers Import lists of Contact into system4545What do we want? Function Screen shooting Process maps briefBusiness Ru
21、les HighlightsContact Modules4646Contact : Business Rules Highlights新建、修改联系人规则新建、修改联系人规则在CRM中，联系人必须与客户账户相关联。联系人名字规则：键入姓名需与身份证或名片上的保持一致电话格式：移动电话 13*01395136；固定电话/传真 010- 85868466.地址规则：参照公司信件的抬头，输入没有缩写的公司或个人详细地址联系人删除联系人删除如果联系人已经去世、退休或者跳槽，将不再与公司有任何业务往来，删除前，必须获得经理批准。联系人权限控制联系人权限控制销售人员只允许修改、更新与其有直接业务联系的联
22、系人信息。如：整机销售人员只可以修改负责整机的客户联系人信息。47Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule48Leads Modules What do we want? Function Screen shooting Process maps brief Business Rules Highlights49Leads: Wh
23、at do we want?需要收集销售线索的完整信息 记录销售线索的来源查询到客户、联系人、商机是由什么销售线索转化而来 分析销售线索的成功率 50Leads Modules What do we want? Function Screen shooting Process maps brief Business Rules Highlights51Leads Module: Function市市场场活活动动销销售售员员获获得得销售线索销售线索分派销售线索客户客户联系人联系人商机商机客户客户联系人联系人52 What do we want? Function Screen shooting
24、Process maps brief Business Rules HighlightsLeads Modules53Input Leads into CRM销售线索获取：销售线索获取：销售线索的来源:-通过广告、机手推荐、网站、口碑、公共关系或对市场营销活动的响应中获取销售线索。-可以手工输入销售线索，也可以使用Microsoft CRM将销售线索导入数据库。54Assign Leads销售线索分派：销售线索分派：分派销售线索:-可以指定销售线索的主要负责人。-可以将单个或多个销售线索分派给其他销售员。-这些操作可以对单条记录执行也可以对多条记录执行。55Leads Transfer销售员把
25、销售线销售员把销售线索转成索转成:- 客户- 联系人- 商机56Leads Analysis报表列出报表列出:-:- 合格销售线索的百分比- 每条可产生收入的销售线索和相应的收入金额。57 What do we want? Function Screen shooting Process maps brief Business Rules HighlightsLeads Modules58Leads Module: Process MapsCatch LeadsAddAmend leads informationLeads assign Leads UpdateUpdate to accoun
26、tUpdate to contactUpdate to opportunity 59 What do we want? Function Screen shooting Process maps brief Business Rules HighlightsLeads Modules60Leads Module: Business Rules Highlights1.凡是推荐获得的销售机会，必须要先在CRM系统中创建销售线索，并记录推荐人信息。2.每当新建销售线索，需要给销售线索的负责人发送电邮进行提醒。3.转化为商机时，要求客户，联系人的信息必须齐全。 线索主题：销售线索主题以后可以在系统中
27、转化为商机。 公司名称：公司名称可以转化为客户名称。 联系人：可以转化为联系人信息。4.市场销售经理会根据销售线索的信息来屏蔽销售噪音，筛选出合格的销售线索。61Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule62Opportunity Modules What do we want? Function Screen shooting P
28、rocess maps briefBusiness Rules Highlights63Opportunity: What do we want?需要收集商机的完整信息及时获取商机跟踪信息预测商机的销售收入，设置影响销售发生的概率因素能制定一套标准灵活的销售进程规范, 减轻销售人员工作量，提高工作效率。CRM 的商机管理就是针对收集信息、规范流程和对商机跟踪、进行分析64Opportunity Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights65Opport
29、unity Module : Function销销售售员员与与客客户户联联系系机机手手俱俱乐乐部部提提供供市市场场活活动动线索和线索和商机商机分公司经理分公司经理进行分配进行分配进行商进行商机跟踪、机跟踪、分析分析赢单率赢单率0204060100线索和线索和商机商机66 What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsOpportunity Modules67Opportunity: collect information (1)商机基本信息的采商机基本信息的采集：集：-商
30、机的名称-客户-商机来源-类别-预计收入-概率-预计结束日期-交机日期-所处销售阶段-以及客户的需 求-特殊需求 68Opportunity: collect information (2)对每个商机优势和劣势的分析69Opportunity: collect information (3)销售员可以直接选择一个或多个产品加入商机 70Opportunity: collect information (4)商机关联关系：可以设置商机与客户或联系人之间的关系，指定他们的关系类型。定义客户或联系人对商机的角色。 新建商机新建商机与客户的与客户的关系关系71Opportunity: assign t
31、o salesmanData Administrator 可按照分公司经理订立的原则分公司经理订立的原则，将商机分派给不同区域或部门的销售人员。与分配原则有争议，则由分公司经理决定。销售人员、市场营销人员和管理人员可以共享权限内的商机信息。72Opportunity: tracing and analysis SFM可以在“商机”表单中快速访问活动，以便能够发送电子邮件、设置电话联络或给客户写信。您可以快速查看所有活动/接收的通信项（如电子邮件、电话联络和约会）。系统中会对活动的状态进行跟踪并存储相应的活动历史记录，因此用户可以查看已开启和结束的活动。) 历史纪录。管理者可以从这些记录中了解到
32、销售员等与客管理者可以从这些记录中了解到销售员等与客户发生的所有交互活动户发生的所有交互活动。73Opportunity: SFM通过使用“销售漏斗”报表，销售员和经理可以查看根据商机计算出的预期收入和以下关键的信息。- 商机当前所处的销售阶段 - 赢得商机的概率 - 预期收入 输入报表筛选的条件74Opportunity: reportsSales by Sales Stage:- Identification- Qualification- Development- Proposal- ClosedAnalyze the sales of each salesmen in differen
33、t phaseForecast the sales by Months 80What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsOpportunity Modules81Entrance Criteria: Customer uses our type of product or our type of service and is willing to work with usExit Criteria1.Customer is in market2.Customer is
34、willing to have Dealer Sales Person call on them3.Customer has reason to buy within a specific time frameOpportunity movement:Disqualify (close no deal) 1.Does not wish to work with us (or vice versa)2.We cannot satisfy their requirements3.They have no reason to actPromote1.Have completed the exit c
35、riteriaClosed ProposalDevelopmentQualificationIdentificationIdentification Stage 182Opportunity Movement:Demote1Customer or us have issues with reason to buy, working with use or if he is in marketdisqualify / Close1.Does not wish to work with us (or vice versa)2.We cannot satisfy their requirements
36、3.They have no reason to actPromote1.Have completed the exit criteriaClosedProposalDevelopmentQualificationIdentificationEntrance Criteria = Stage 1 exit criteriaQualification Stage 2Exit Criteria1.Identify buyers/influencers 2.Business requirements are identified (prospects needs)3.Dealer solution
37、type & application is identified4.The customer decision process is known5.Initiate Financial discussion/payment type83Opportunity Movement:Demote1Customer or us have issues with Identifying buyers, business requirements, solution type, decision process or Initiate Financial discussion/payment typeDi
38、squalify/Close1.Does not wish to work with us (or vice versa)2.We cannot satisfy their requirements3.They have no reason to actPromote1.Have completed exit criteriaClosedProposalDevelopmentQualificationIdentificationDevelopment Stage 3Entrance Criteria = Stage 2 exit criteriaExit Criteria1.Customer
39、verbally commits to solution 2.Solution (Price, Configuration, Delivery Time, T/C) is developed and orally agreed to by the buyer/influencer3.Non-standard contract terms are resolved84Opportunity Movement:Demote1Customer or us have issues with solution, verbal committment, T/CDisqualify / Close1.Doe
40、s not wish to work with us (or vice versa)2.We cannot satisfy their requirements3.They have no reason to actPromote1.Have completed exit criteriaCloseProposalDevelopmentQualificationIdentificationEntrance Criteria = Stage 3 exit criteriaExit Criteria1.Customer buys Thompson2.Customer buys competitor
41、3.Customer does not buy at allProposal Stage 485KPIs:1.Funnel Ratio2.Close Rate3.Participation RateOpportunity Movement:Closed - WonProposal is accepted & signedClosed - LostCompetitors proposal is accepted & signedClosed No DealCustomer is not going to buy from anyoneClosed: WonLostNo DealProposalD
42、evelopmentQualificationIdentificationClosed Won Stage 5, Closed Lost Stage 6, Closed No Deal Stage 7Entrance Criteria = Stage 4 exit criteria86Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule87C
43、ompetitors information Management1.Create and Edit competitor information2.Record of competitors equipments owned by our customers3.Add competitors names into opportunity list 4.Analyze Competitor information8888Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityMo
44、duleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule8989Campaign ModulesWhat do we want? Function Screen shooting Process maps brief9090Campaign :What do we want?更科学、更有效、更精确地制定出本年度产品和市场活动策略，最终达到减少开销预算和提高企业获得销售线索和销售减少开销预算和提高企业获得销售线索和销售机会的能力。机会的能力。市场活动数据需和销售部门以及CSR进行集中管理和共享集中管理和共享,从而更有针对
45、性的和客户进行沟通，最终提高赢单的可能性。需记录线索在不同部门的整个跟进过程。以便市场部门做最终活动统计分析和提高活动的有效性活动统计分析和提高活动的有效性。市场活动执行时，需记录整过活动过程：“时间、费用、参与人力、计划任务、相应资源、活动反馈”通过市场活动有计划地管理及精准的全程统计分析，从而实实现市场预算收入及提高市场预测和判断能力现市场预算收入及提高市场预测和判断能力9191Campaign ModulesWhat do we want? Function Screen shooting Process maps brief9292Campaign Module Function市场活
46、动名称、目标、针对的细分客户群体、目标产品、财务预算-活动结束-活动转换为商机-导入和输出 Excel活动计划活动计划活动执行活动执行活动反馈活动反馈统计分析统计分析CampaignModule9393What do we want? Function Screen shooting Process maps briefCampaign Modules9494Campaign Plan information市场活动基本信息市场活动计划通知客户参加选择目标产品9595Campaign Responses录入市场活动反馈计划任务（如准备会场、横幅等）的完成情况市场活动的投入/产出分析100100
47、What do we want? Function Screen shooting Process maps briefCampaign Modules101101Campaign Module: Process MapsMain process maps Operator club Call In Market Exhibition 102102Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOppo
48、rtunityModuleCompetitorModule103103Activity ModulesWhat do we want? Function Screen shooting Process maps briefBusiness Rules Highlights104104Activity :What do we want?使用人员能在系统内制定近期的活动计划，经理或者高层可以动态的进行监控和指导。销售人员执行活动后，需将活动反馈信息录入系统，并和相应的商机、客户进行关联，月底时系统能根据现有报告表格的形式自动形成统计报表，以减入销售人员的工作量.销售经理可以分派活动给相应销售人员，
49、分派成功后，会自动加入销售人员的活动计划中。当一个活动超时没有完成或者长时间没人跟进，系统应主动提醒相应人员（如销售经理和活动负责人），在15天内没有执行，活动会重新分派。当一个活动转换成商机后，系统应将此活动和商机进行关联，以方便后期统计分析。活动定义：活动定义：拜访、邮件、传真、短信、会议、客户电话拜访、邮件、传真、短信、会议、客户电话/实地回访实地回访105105Activity ModulesWhat do we want? Function Screen shooting Process maps briefBusiness Rules Highlights106Activity M
50、odule: Function制定活动拜访计划制定活动拜访计划活动执行活动执行客户拜访反馈客户拜访反馈统计分析统计分析107107What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsActivity Modules108108Activity Plan制定活动计划经理可以对活动进行动态监控109109Activity Response活动结束后不可更改结束活动110110Activity Response活动反馈内容记录活动跟进111111Activity: Access Ri
51、ght活动模块权限控制112112Activity Assignment活动转换为商机活动转换商机后的界面113113Activity: Enquire data高级查询查询输出列表114114Activity: Export Data to Excel活动视图和打印导出到Excel118118What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsActivity Modules119119Activity Module: Process MapsMain process map
52、Create an ActivityModify and Execute Activity Delegate and Re-assign an ActivityReview Activities120120What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsActivity Modules121121Activity : Business Rules Highlights活动分派提醒活动分派提醒当经理指派新的活动给销售人员时,系统将会自动发送一条短信给销售人员,每当用户登陆系统
53、时,会收到一个关于当天新活动的提醒.过期的活动提醒过期的活动提醒系统流程会自动发送提醒分公司经理过期的活动拒绝该项活动提醒拒绝该项活动提醒 假如无法完成该项指派的任务,或者需要上级经理的帮助才能完成，他/她可以拒绝该份活动并发EMAIL给经理。如果在规定的时间内(紧急情况1天,非紧急情况3天)既没有上交该项活动也没有执行该项任务,系统会自动发出通知提醒上级经理附加资料附加资料如果有些内容不能加入到活动, 则只需粘贴必要的附件。例如:需要保存会议备忘录。检查活动情况检查活动情况对于那些拥有最高优先权的商机客户,必须每周定期检查已过期的和X天内将要发生的一些活动.在时间允许的情况下，亦可检查剩余的
54、活动.122Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule123Report Module- 销售日报表-拜访报告-失销和意向表系统默认报表系统默认报表自定义报表自定义报表报表生成报表生成报表必须在系统中已输入的数据才能形成报表。- 销售漏斗- 基础信息分析- 销售线索视图或输出Excel124Modules in CRM system
55、ReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule125 What do we want? Screen shooting Process maps briefBusiness Rules HighlightsEquipment management Modules126Equipment module: What do we want销售员拜访客户前，最好先知道客户拥有设备的情况
56、，譬如CAT设备的数量、型号、序列号、SMU、工况、设备的所在地等详细情况和非CAT设备的数量。零件部CSR需要记录设备的SMU、工况的变化历史、设备所在地、客户是否有维修需求。竞争对手的设备与CAT设备加以区分管理。对设备的状态进行管理现在，销售员很难从现在，销售员很难从DBS取到这些资料取到这些资料127 What do we want? Screen shooting Process maps briefBusiness Rules HighlightsEquipment management Modules128Equipment Module List of EquipmentsCA
57、T设备按序列号排列129Equipment Module: Detail information SMU，GPS状态状态, 设备位置、年限、设备位置、年限、交机日期、工况、交机日期、工况、维修情况。维修情况。130 What do we want? Screen shooting Process maps briefBusiness Rules HighlightsEquipment management Modules131Equipment Module: Process MapsMain process mapAdd / Amend Equipment information132Equ
58、ipment management Modules What do we want? Screen shooting Process maps briefBusiness Rules Highlights133Equipment Module: Business Rules HighlightsSales force must input equipment information after customer visit.Cat. Equipment: Controlled by serial numberNon Cat. Equipment: Controlled number Brand
59、 & model number & purchase date134Contents1.Microsoft Dynamics CRM Overview2.Project Target and scope3.Your requests and solution of our CRM system (module, function, process, BR, security)i.Each module ii.Access rightiii.Ways to link CRM4.Project Plan and Risks135Account : Access RightRoles:Frontli
60、ne PPD Salesmen CSRBranchSales Manager Branch Manager Branch DirectorDepartment Marketing Department Prime Product Division Product Support Division Sales Adm.Product/Dept Mgr. Division Mgr. Authority Level:M : Member - IndividualD : DepartmentA : All - Cross departments136Contents1.Microsoft Dynami
61、cs CRM Overview2.Project Target and scope3.Your requests and solution of our CRM system (module, function, process, BR, security)i.Each module ii.Access rightiii.Ways to link CRM4.Project Plan and Risks137Key concern: Tools to link with CRMSalesmenMobile: SMSAny mobile withWeb device:Internet explor
62、erData administratorsby faxCRM systemDirect inputRe-inputRemark: We dont consider the option of CRM mobile (Mobile with Microsoft window) because it does not support Chinese.LaptopDirect inputDirect inputAim: Provide various convenient channels for salesmen to input & get information from CRM.138Cou
63、nting of Laptops & BB.Pilot users: 74Salesmen 32Mgrs / Adm. / Others 42Laptops:Have: 13Dont have : 19Blackberry:Have: 0Dont have : 32Number of mobiles we suggest to buy:(Depends on the extent of benefit by using mobiles)Maximum: 32Minimum: 19139Contents1.Microsoft Dynamics CRM Overview2.Project Targ
64、et and scope 3.Your requests and solution of our CRM system (module, function, process, BR, security)4.Project Plan and RisksProject Plan140141Project Risks3) DBS integrationSuggestion: Manually Re-input customer information into DBS.2) Mobile Express SolutionIndividual brand may have its own restriction to access CRM.1) Hard to drive the use of CRM and to get updated customer information from salesmenSalesmen do not think that the system is helping them but is monitoring their activities.142
