SAPCRM客户关系管理创新概述.pdf

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1、SAPCRMؙېһॸॡࣂӪࠃ૩SAPИ2012ٶ08߃CRMފࠔՆىࣩમԍЗࣩһି:ؙېѼயԮذۉНࢎ䎯ؚۯѽ௠©2012SAPAG.Allrightsreserved.2ԣભࣩCRMߤߌ:ܱԇोеԂࣩٚڐ࠿▲ࠩлԈୃ߄ӯऀؚۯࡰبԃџқۯؚݐԈԃչࣤՠࣲङۨߎФЇҳ࣫܈મ©2012SAPAG.Allrightsreserved.3юםࣩCRMјܶԞѢЎ১ાৗԂͧؗࢻՔܕডՆىНզPßଠځՊԗչٛڑԗPßએѣЏӄङ࠿ЗыୃѫऀPß੧ЏࣔؔЏԇОحէPßଠځѣЏ୸ଓՇيऩ߶PßࠥԗߛઆӐЉգޞߊङ۱߄୼ொP

2、ßঀӱঀङЏԇࡶ३ͫ৲Љީԁ੷ङӹՖչեՖ©2012SAPAG.Allrightsreserved.4ণ૩–SAPCRMࣩӪ┯抮ℳⅧ⒪㠿᧨㖐兼㊶⑞⺠㒟㦻₝歝棸ࢻ଑঵óйSAPCRM7.0EHP2ङ׍ڠԕóਈԅङӦઋ঩৻ۯؚ଒óৠৌ࢑ଳѽ௠঒ࣲ(WebChannelExperience)ܘ୻଑঵OnDeviceóSAP୦։ङܷ஬ୂ০óؚۯ॑сՀЊङܷ஬ୂ০⭘óSAPStreamWorkᓄóЊআІސઆӐސࠄङதۨͫײ͹Savo,Inside䶒View,VividoޘOnDemandRapidDeploymen

3、t੦הॏ଑঵SolutionsinallareasóSAPCRM୦։2.0óSAP࣫߆ԇóؚۯএܕځऀOnPremiseóSAPன։ۼ੧иHANAࣩ۪ޱߌ߄óSAPଵֈॡଂӢ߅(HANA)TechnologyFoundationwithHANAóSAPؙې঑Ӣԅૻ(HANA)óSAPERPRDSڀ࣐ԔࣩЎԆ૜ਗ۶਽(HANA)©2012SAPAG.Allrightsreserved.5SAPCRM7.0ࣩঢ۵ݖܕذڌড8ٵјІSAPCRM7.0⇫⃉⃊㿐䓗㦻᧨␅冃㔳㞾㖐怔扖5㄃᧨⅝2015Ⓙ2020䤓12㦗

4、ᇭ⚛㢅▔㕻㓏㦘SAPBusinessSuite7䤓㫇㉒ㄣ䞷₝䦇ㄣ䤓NetWeaver㄂♿ᇭ扨㢾⪉ℝ⺈⸱㓆䤓侊兮㩅㨓栎㦮䳂⸩₝㔤忓≬㔳䤓劒壠᧨∎㈦㒠ⅻ䤓⸱㓆厌㦃㢢ℝⓅ⸩IT屓⒡ᇭ©2012SAPAG.Allrightsreserved.6SAPࣩCRMўҚОژؚۯѽ௠ҁО߂߄ॼжԃङѩԎ常恷怙㓏㦘䤓䂯拢䤓㹞₏㶰ℳ℡掌ℶ䞮ↆ㔙㾭⹮┪懻▥⃉⸭⋋㢅䤓嫛┷⸱㓆㘷┷扟嚴䤓㟗䘖✛㟗┪…㦃䨎㤉⦿枏➽㦃Ⰼ⦿㦜┰ぽ㆑▥©2012SAPAG.Allrightsreserved.7SAPCRMފ▁׫ҵ஄ࣩ੕ӏߥ!©2012SAP

5、AG.Allrightsreserved.8㕭ࣩ૲܌…ٶЋބи…©2012SAPAG.Allrightsreserved.92012ٵ7ޤGartnerଢتѢЎঃCRM׫ੇ૆ѝࣩ੪Ѳ۶ղЗͧSAPCRMݦѼԨޥࢴգӦࠄந©2012SAPAG.Allrightsreserved.10SAPࣩیࣛߤߌԅૻгSAPCRMࣩӪSAPङઆӐސࠄ۫ऋ:߂ङЏԇઆӐސࠄóᡰᴹⲴ䇮༷óᡰᴹⲴ⭘ᡧփ傼ó᱃Ҿᢙኅ䇮༷ㄟ䜘㖢ó屵♙Ⓙ↊⇤ⅉóণᰦⲴԧ٬Ⲵóঅњъ࣑㓯ᡆ྇Ԧ䶒ó䳶ᡀࡠ⧠൪䜘㖢ޘó扭兼䤓䵾Ⓙ䵾᤹䴰䜘㖢óਟᢙኅᙗó᭟ᤱ

6、SOAóа䍟ⲴṨᗳóᤱ㔝Ⲵ⧠൪䜘㖢óᒣਠó޵ᆈ䇑㇇HANAᨀ׋Ⲵᢰᵟส⹰©2012SAPAG.Allrightsreserved.11SAPࣩیࣛߤߌԅૻгSAPCRMࣩӪCRMӫޏગוঀୂ০,ܷ஬ୂ০,࣫ୂ০չHANAЇóSAPCRM䬰୞óSAP⧠൪ᴽ࣑óᇒᡧᾲ㾱ᓄ⭘óSAP䴦୞ᢗ㹼䇮༷ㄟ䜘㖢óᴤཊⲴᓄ⭘óSAP䬰୞᤹䴰䜘㖢ⲴóSAP⽮Ӕᇒᡧ৲о᤹䴰䜘㖢䶒óSAPStreamWorkޘóਸ֌Չդ䀓ߣᯩṸྲSAVO,InsideView,᤹䴰䜘㖢Vividoó໎ᕪवᑖᶕᤱ㔝ⲴࡋᯠóWeb⑐䚃փ傼㇑⨶ó᭟ᤱ

7、SOA⧠൪䜘㖢óSAP䬰୞㇑䚃࠶᷀(HANA)óSAPᇒᡧ㓶࠶࣐䙏ಘ(HANA)HANAᨀ׋Ⲵᢰᵟส⹰©2012SAPAG.Allrightsreserved.12SAPCRMӪ࣫ୂ০䘿⧉捷刁óSAPCRM䬰୞óSAP⧠൪ᴽ࣑óᇒᡧᾲ㾱ᓄ⭘óSAP䴦୞ᢗ㹼䇮༷ㄟ䜘㖢óᴤཊⲴᓄ⭘óSAP䬰୞᤹䴰䜘㖢óSAP⽮Ӕᇒᡧ৲о᤹䴰䜘㖢Ⲵ䶒óSAPStreamWorkޘóਸ֌Չդ䀓ߣᯩṸྲSAVO,InsideView,Vivido᤹䴰䜘㖢ó໎ᕪवᑖᶕᤱ㔝ⲴࡋᯠóWeb⑐䚃փ傼㇑⨶ó᭟ᤱSOA⧠൪䜘㖢óSAP䬰୞㇑䚃

8、࠶᷀(HANA)óSAPᇒᡧ㓶࠶࣐䙏ಘ(HANA)HANAᨀ׋Ⲵᢰᵟส⹰©2012SAPAG.Allrightsreserved.13ࢻ଑঵ІࣩӪOnPremise¢สҾSAPCRM7.0EHP2Ⲵ໎ᕪव¢ᇒᡧ㚄㌫䇑ࡂⲴ࣏㜭᭩䘋¢㖁㔌⑐䚃փ傼㇑⨶(WebChannelExperience˅¢RDSᘛ䙏䜘㖢䀓ߣᯩṸOnPremise¢⽮ӔჂփ䀓ߣᯩṸव©2012SAPAG.Allrightsreserved.14ࢻ଑঵ІࣩӪOn