某公司信息技术战略规划培训会教程.ppt

* * Planning - Delivering - operating managing * 5 Principles of Process Design - 流程结果创造价值 - 致力于高价值流程 - 要创新，不要重复 - 优秀流程需要优秀拥有者 - 考量什么就得到什么 * * * * * * * * * * * Today, no single business topic commands more attention, yet generates more confusion, than transforming the way you market, sell, and service customers to build a competitive advantage – otherwise known as Customer Relationship Management (CRM). Customer Relationship Management is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way CRM systems incorporate features found in contact management, sales automation, call center management software and more. Specifically, CRM provides a comprehensive view of the relationship between a business and its customer. (ComputerWorld) * CRM Overview from ITTOOLBOX.com According to one industry view, CRM consists of: Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team. Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices). Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service. CRM provides employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners. * * * * Improve customer service Internally, to retain customers, grow market share – high levels of customer service (short supply lead times, highly flexible –