集团客户销售服务流程转型.pdf

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1、集团客户销售服务流程转型许诗敏甲骨文大中华区电信行业解决方案总监1Copyright©2012,Oracleand/oritsaffiliates.Allrightsreserved.中国移动在集团客户市场的挑战竞争对手通过各种手段争夺基于先天条件，竞争对手大客户，尤其针对重点集团客力拓展ICT服务，轻易建立户领先优势竞争对手拥有全面的集团客竞争对手已建立完整的端到户产品，并附有高度的客户端的集客管理运营支撑体系关系维护政策2Copyright©2012,Oracleand/oritsaffiliates.Allrights

2、reserved.江苏移动集团客户业务销售管理的挑战1集团客户视图只管理单一的客户信息，未能管理客户的深层次关系2针对集团产品管理和分析，以至产品销售和订单交付管理3集团客户业务销售的端到端管理4集团客户的网上销售于服务策略以至跨渠道的协同3Copyright©2012,Oracleand/oritsaffiliates.Allrightsreserved.Oracle的优化集团客户销售与管理方案WebMobileCCPartnerOracleCorporateSalesOptimizationSolutionPH4CSie

3、belCRMBRMEnablesCSPstomaximizegrowthandprofitabilityofOrderContractSFARatingChargingBillingB2Bbusinessthroughtherapidlaunchofnewservices,CaptureManagementProductSFAandstrongergovernanceofsalesoperations.MasterOrder&ServiceManagementE-BusinessSuiteKeyCapabilitiesOr

4、derOrchestrationProjectManagementQuote&OrderCapture

5、PipelineManagement

6、Forecasting

7、CommercialOrderOrchestration

8、ProjectOrder&ServiceManagementEBSEBSProvisioningManagementforComplexSalesFulfillmentProjectsSCMWFMOtherUIMASAP/IPSAKeyBusinessMetricsInventoryActivation

9、ReducedOfferTimeandCost

10、ImprovedCustomerValue

11、PipelineConversion&WinRate

12、ForecastFeaturedOracleApplicationsAccuracy

13、ImprovedSalesMargin

14、ReducedOrder•OracleSiebelCRMHandlingCosts

15、ReduceITOPEX•OracleCommunicationsOrder&ServiceManagement•E-BusinessSuite

16、ProductHubfor

17、Comms

18、ProjectManagement•OracleAIAforCommunications•OracleBIEnterpriseEdistion4Copyright©2012,Oracleand/oritsaffiliates.Allrightsreserved.Oracle的优化集团客户销售与管理方案能提供的业务能力•Rapidlymodelandlaunchnewproducts/servicesandmonetizenetwork产品目录制定和管理assetsandprovidemoreproductinsi

19、ght•ProvideinnovativeServices,bycombiningownand3rdpartyservices.•EfficientlymanageCustomersandProspects集团客户信息管理•ProviderelevantContexttoCustomerInteractions(e.g.CustomerInventory,Contract,Bills,ServiceRequests)•RespondtocustomerRequestswithacompetitiveservices&SLA’

20、soffer商机和报价管理andamargincontributingquote•Accuratepipelinemanagementandforecasting•ManageEntireOrderLifecycle&provideOrderVisibility客户订单管理和交付•Hand