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1、CRM及案例介绍Damon Zhang1Contents1.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 Risks2Dynamics CRM：中国客户群3Microsoft CRM 4.0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
2、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4完整的解决方案系统工具系统工具 System tools 市场市场 Marketing 销售销售 Sales 客户服务客户服务 Customer Service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
3、行业行业Vertical 制造业制造业 Manufacture 其他其他 Other5系统部署及架构Microsoft Microsoft Dynamics Dynamics CRM UsersCRM UsersMicrosoft CRM ServerSQL Server+6系统部署及架构软件架构Dynamics CRM：赋予用户选择的权利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9Contents1.Microsoft Dynamics CRM Overview2
4、.Project Target and scope 3.Your requests and solution of our CRM system (module, function, process, BR, security)4.Project Plan and Risks10Target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 CR
5、M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12Contents1.Microsoft Dynamics CRM Overview2.Project Target and scope3.Your requests and solution of our CRM system (module, function, process, BR,
6、 security)i.Each module ii.Access rightiii.Ways to link CRM4.Project Plan and Risks13Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModuleAccountModule1415Account Modules What do we want? Function Sc
7、reen shooting Process maps briefBusiness Rules Highlights16Account What do we want?Customer information is accurate and updatedSimple and easy to access Basic understand of customer background before visitRecent issues deal with customersRelationships between customers is known Cross departments sha
8、re the informationEquipments (Cat / Non-Cat) owned by customers17Account Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights18Account Module Function-Basic information-Customer background-History-Emails-Documents-Comments on customer -Responsible salesman /t
9、eam-Parent child relation-Multi contacts relationEnquiry of current status:-Activities-Leads/opportunities-Equipments owned-Data duplication check-Batch amendments-Import/Export to ExcelCustomerInformationRelationshipManagementEnquiryData administrationAccountModule19Account Modules What do we want?
10、 Function Screen shooting Process maps briefBusiness Rules Highlights20Account: Basic Customer information黑黑名名单单21Account: Detail Customer information记录客户背景、未来发展、影响力、资产和现金流情况22Account: Customer info-attached documents保留与客户有关的文档。有时间、主题、创建者，便利查询。23Account: Relationship with other customers 客户间的父子关系多联系
11、人关系24Account:Access-Right客户权限控制25Account Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights27Account Module: Process MapsMain process map Add / Amend Customer informationSub process maps Customer assign by manager Inactive customer handling28Account Modules
12、 What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights29Account : 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
13、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3031Modules in CRM syste
14、mReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule3132Contact ModulesWhat do we want? Function Screen shooting Process maps briefBusiness Rules Highlights3233Contact :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
15、。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3334Contact ModulesWhat do we want? Function Screen shooting Process maps briefBusiness Rules Highlights3435Contact Module Function-Basic information-Contact background-History-Emails-Documents-Co
16、mments on customer -Responsible salesman /team-Multi contacts related to an AccountEnquiry of current status:-Activities-Data duplication check-Batch amendments-Import/Export to ExcelContactInformationRelationshipManagementEnquiryData administrationContactModuleAccountModuleSimilar FunctionNo Equip
17、& Opportunity enquiryNo parent child relationship3536What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsContact Modules3637Contact Information联系人常规信息联系人附件信息联系人更多地址联系人从业经历、背景信息3738Contact: Data administration批量编辑联系人 合并重复联系人3839Contact: Access right联系人权限控制3940Contact
18、Assign to responsible person联系人分派4041Import Contacts into CRM导入联系人4142Contact 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4243What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsContact Modules4344Contact Module: Process MapsMain process map Add
19、/ Amend Contact information Delete a ContactSub process maps Assign contacts by managers Import lists of Contact into system4445What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsContact Modules4546Contact : 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
20、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。46Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAcc
21、ountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule47Leads Modules What do we want? Function Screen shooting Process maps brief Business Rules Highlights48Leads: What 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 49Leads Modules What do we w
22、ant? Function Screen shooting Process maps brief Business Rules Highlights50Leads 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51 What do we want? Function Screen shooting Process maps brief Business Rules HighlightsLeads Modules52Input Leads into CRM销售线索获取：销售线索获取：销售线索的来源:
23、-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。53Assign 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。54Leads Transfer销售员把销售线销售员把销售线索转成索转成:- 客户- 联系人- 商机55Leads 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。56 What d
24、o we want? Function Screen shooting Process maps brief Business Rules HighlightsLeads Modules57Leads Module: Process MapsCatch LeadsAddAmend leads informationLeads assign Leads UpdateUpdate to accountUpdate to contactUpdate to opportunity 58 What do we want? Function Screen shooting Process maps bri
25、ef Business Rules HighlightsLeads Modules59Leads 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。60Modules in CRM syste
26、mReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule61Opportunity Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights62Opportunity: 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
27、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63Opportunity Modules What do we want? Function Screen shooting Process maps briefBusiness Rules Highlights64Opportunity 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
28、踪、分析分析赢单率赢单率0204060100线索和线索和商机商机65 What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsOpportunity Modules66Opportunity: collect information (1)商机基本信息的采商机基本信息的采集：集：-商机的名称-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 67Opportunity: collect information (2)对每个商机优
29、势和劣势的分析68Opportunity: collect information (3)销售员可以直接选择一个或多个产品加入商机 69Opportunity: 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70Opportunity: assign to 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
30、员和管理人员可以共享权限内的商机信息。71Opportunity: 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。72Opportunity: 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
31、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73Opportunity: reportsSales by Sales Stage:- Identification- Qualification- Development- Proposal- ClosedAnalyze the sales of each salesmen in different phaseForecast the sales by Months 74What do we want? Function Screen shooting Process maps briefBus
32、iness Rules HighlightsOpportunity Modules80Entrance 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 willing to have Dealer Sales Person call on them3.Customer has reason to buy within a specific time f
33、rameOpportunity 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 criteriaClosed ProposalDevelopmentQualificationIdentificationIdentification Stage 181Opportunity Movem
34、ent: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 requirements3.They have no reason to actPromote1.Have completed the exit criteriaClosedProposalDevelopmentQualifi
35、cationIdentificationEntrance Criteria = Stage 1 exit criteriaQualification Stage 2Exit Criteria1.Identify buyers/influencers 2.Business requirements are identified (prospects needs)3.Dealer solution type & application is identified4.The customer decision process is known5.Initiate Financial discussi
36、on/payment type82Opportunity Movement:Demote1Customer or us have issues with Identifying buyers, business requirements, solution type, decision process or Initiate Financial discussion/payment typeDisqualify/Close1.Does not wish to work with us (or vice versa)2.We cannot satisfy their requirements3.
37、They have no reason to actPromote1.Have completed exit criteriaClosedProposalDevelopmentQualificationIdentificationDevelopment Stage 3Entrance Criteria = Stage 2 exit criteriaExit Criteria1.Customer verbally commits to solution 2.Solution (Price, Configuration, Delivery Time, T/C) is developed and o
38、rally agreed to by the buyer/influencer3.Non-standard contract terms are resolved83Opportunity Movement:Demote1Customer or us have issues with solution, verbal committment, T/CDisqualify / Close1.Does not wish to work with us (or vice versa)2.We cannot satisfy their requirements3.They have no reason
39、 to actPromote1.Have completed exit criteriaCloseProposalDevelopmentQualificationIdentificationEntrance Criteria = Stage 3 exit criteriaExit Criteria1.Customer buys Thompson2.Customer buys competitor3.Customer does not buy at allProposal Stage 484KPIs:1.Funnel Ratio2.Close Rate3.Participation RateOp
40、portunity Movement:Closed - WonProposal is accepted & signedClosed - LostCompetitors proposal is accepted & signedClosed No DealCustomer is not going to buy from anyoneClosed: WonLostNo DealProposalDevelopmentQualificationIdentificationClosed Won Stage 5, Closed Lost Stage 6, Closed No Deal Stage 7E
41、ntrance Criteria = Stage 4 exit criteria85Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule86Competitors information Management1.Create and Edit competitor information2.Record of competitors equi
42、pments owned by our customers3.Add competitors names into opportunity list 4.Analyze Competitor information8788Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule8889Campaign ModulesWhat do we want
43、? Function Screen shooting Process maps brief8990Campaign :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、
44、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9091Campaign ModulesWhat do we want? Function Screen shooting Process maps brief9192Campaign Module Function市场活动名称、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CampaignModule9293
45、What do we want? Function Screen shooting Process maps briefCampaign Modules9394Campaign 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9495Campaign Responses录入市场活动反馈95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100What do we want? Function Screen shooting Process maps briefCampaign Modules100101Campaign Module: Pro
46、cess MapsMain process maps Operator club Call In Market Exhibition 101102Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOpportunityModuleCompetitorModule102103Activity ModulesWhat do we want? Function Screen shooting Process m
47、aps briefBusiness Rules Highlights103104Activity :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，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
48、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104105Activity ModulesWhat do we want? Function Screen shooting Process maps briefBusiness Rules Highlights105Activity Module: 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106107What do we want? Function Screen shoo
49、ting Process maps briefBusiness Rules HighlightsActivity Modules107108Activity Plan制定活动计划经理可以对活动进行动态监控108109Activity Response活动结束后不可更改结束活动109110Activity Response活动反馈内容记录活动跟进110111Activity: Access Right活动模块权限控制111112Activity Assignment活动转换为商机活动转换商机后的界面112113Activity: Enquire data高级查询查询输出列表113114Activ
50、ity: Export Data to Excel活动视图和打印导出到Excel114118What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsActivity Modules118119Activity Module: Process MapsMain process mapCreate an ActivityModify and Execute Activity Delegate and Re-assign an ActivityReview Activities11912
51、0What do we want? Function Screen shooting Process maps briefBusiness Rules HighlightsActivity Modules120121Activity : 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/
52、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，亦可检查剩余的活动.121Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCamp
53、aignModuleEquipmentModuleOpportunityModuleCompetitorModule122Report 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Excel123Modules in CRM systemReportAnalysisModuleContactModuleLeadsModuleAccountModuleActivityModuleCampaignModuleEquipmentModuleOp
54、portunityModuleCompetitorModule124 What do we want? Screen shooting Process maps briefBusiness Rules HighlightsEquipment management Modules125Equipment 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，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
55、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126 What do we want? Screen shooting Process maps briefBusiness Rules HighlightsEquipment management Modules127Equipment Module List of EquipmentsCAT设备按序列号排列128Equipment 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
56、况。129 What do we want? Screen shooting Process maps briefBusiness Rules HighlightsEquipment management Modules130Equipment Module: Process MapsMain process mapAdd / Amend Equipment information131Equipment management Modules What do we want? Screen shooting Process maps briefBusiness Rules Highlights
57、132Equipment Module: Business Rules HighlightsSales force must input equipment information after customer visit.Cat. Equipment: Controlled by serial numberNon Cat. Equipment: Controlled number Brand & model number & purchase date133Contents1.Microsoft Dynamics CRM Overview2.Project Target and scope3
58、.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 Risks134Account : Access RightRoles:Frontline PPD Salesmen CSRBranchSales Manager Branch Manager Branch DirectorDepartment Marketing Department P
59、rime Product Division Product Support Division Sales Adm.Product/Dept Mgr. Division Mgr. Authority Level:M : Member - IndividualD : DepartmentA : All - Cross departments135Contents1.Microsoft Dynamics CRM Overview2.Project Target and scope3.Your requests and solution of our CRM system (module, funct
60、ion, process, BR, security)i.Each module ii.Access rightiii.Ways to link CRM4.Project Plan and Risks136Key concern: Tools to link with CRMSalesmenMobile: SMSAny mobile withWeb device:Internet explorerData administratorsby faxCRM systemDirect inputRe-inputRemark: We dont consider the option of CRM mo
61、bile (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.137Counting of Laptops & BB.Pilot users: 74Salesmen 32Mgrs / Adm. / Others 42Laptops:Have: 13Dont have : 19B
62、lackberry:Have: 0Dont have : 32Number of mobiles we suggest to buy:(Depends on the extent of benefit by using mobiles)Maximum: 32Minimum: 19138Contents1.Microsoft Dynamics CRM Overview2.Project Target and scope 3.Your requests and solution of our CRM system (module, function, process, BR, security)4
63、.Project Plan and Risks139Project Plan140Project 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.141Q & A142
