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ecrm的導入策略與建置實務

ecrm的導入策略與建置實務

ID：36201705

大小：2.60 MB

页数：55页

时间：2019-05-07

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1、eCRM的導入策略與建置實務b討論綱要企業e化之挑戰eCRM方案初探eCRM經驗分享問題與討論2企業e化之挑戰3Thekeycharacteristicofthe“NewEconomy”WarfortalentGlobalizationTechnologyrevolutionIntangibledriversofvalue4PhysicalCustomerSupplierFinancialOrganizationalcustomerschannelsalliancespropertyplantequipmentinventorycashinvestme

2、ntsaccountsreceivabledebt&equityemployeessupplierspartnersreputationleadershipstrategyculturesystems&processesstructureknowledgeIPNewEconomyValueDynamicsModel5PhysicalScarceIndustrialageCorp.VerticalFullyintegratedSupply-drivenMassproductionValuecreationResourcesAnewbusinessform

3、forthedigitaleconomyExtendedTightlycoupledVirtualcorporationCustomer–drivenService enhanced customizationDigitalknowledgeAbundanceInternetworkedenterpriseE-businesscommunityIndustryenvironmentNewEconomyTransformationSystems Integration (automation)Business Integration(reengineer

4、ing)MarketIntegration (web-enabled transformation)ValueScope7NewEconomyValueShift8Source:GartnerGroupIndustryRevolutionInvestmentbyLeadersECwillimpactMarketing,SellingandCustomerServiceECwillimpactStructureofOfferingsandHowDeliveredECwillRestructuretheEntireIndustryLogisticsGove

5、rnmentServicesConsumerProd.ManufacturingTransportationOfficeSuppliesHomeServicesAutomotiveManufacturingCardsandGiftsEntertainmentTravelAdvertisingGamingBankingPublishingUtilitiesStockTradingHealthcareBookSellingRecreationandLeisureRetailSelling9IndustryConvergenceMediaOneNewsCor

6、pTimeWarnerAT&TBTMediaComputingTelcosTelstraHPSonyCNetMicrosoft10StrategicGoalsBiz.ComBreakthrough.comE-InnovationStatus-QuoDominateEmergingMarketsCreate&OwnNewMarketsMaintainMarketPositionEnhanceMarketPositionkeymetric:MarketCapkeymetric:BottomLineVirtualExisting(Legacy)NewE-Ph

7、ysicalkeymetric:TopLineContextkeymetric:ROI11StrategicissuestobeaddressedStrategicGoalsTargetCustomersValuePropositionAlliancePartnersBusinessModelCompetencyInfrastructure12Top50% ACSIFirmsMVABottom50% ACSIFirmsSource:AmericanCustomerSatisfactionIndex,1994-8Mostimportantly,tobec

8、ustomer-centric13Whoisourcustomer?CumulativePer

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