JDE CRM管理.ppt

* 为了更好的说服客户，你需要对比你 你必须了解竞争对手提供的产品和服务，价格，运输策略，产品的特点，众所周知的缺点和问题，和业务流程 竞争对手的销售机会，可以使你知道你目前的竞争对手是谁 * * 呼叫中心客服人员（或者代表）和客户可以输入案例信息。如果客户使用了客户自服务系统，他们就可以直接输入案例信息。 在系统中输入案例后，使用解决方案建议器，查找可能的解决方案，并把解决方案发电子邮件给客户，或者其他对此感兴趣的其他人员。 也可以使用分支脚本，进一步确认问题来源，指导你找到可能的解决方案 当你在系统中输入案例的时候，预先定义的扩大程序，指导案例处理，向服务提供者发送相关的通知。如果委派，响应时间，以及案例优先级发生了改变，系统会管理扩大处理。如果有必要，你可以填写工作单来解决案例。并在系统中进行开票。对适当的案例服务收取相应的费用 * 线形脚本：有固定的答案，和固定的提问顺序 分支性脚本：问什么问题，取决于对方对上一问题的回答。 * * JDE的服务管理一般只针对于设备制造商，必须要实行序列号管理，每一台售出的设备都是一个Install Base，在系统中都是唯一标识的。对于价值比较低的产品，没有必要实行这么复杂的管理，出了问题直接退货或换货就好了。 * This depicts a VERY basic flow through the CSMS system. Refer to this flow throughout the class so students know where you are in the process. The colors represent the different modules within CSMS: Blue – Installed Base, Yellow – Service Contracts (Base Warranties), Pink – Call Management, Green – Service Work Orders, Purple – Invoicing (the same for Calls, Service Orders and Contracts after Workfile Generation) IB record is created using one of the four methods. The Base Warranty can be created at the time the Installed Base Record is created (or separately). A customer logs an issue (Call, Fax, E-mail, Self-service, etc). The system checks the Base Warranty (or Contract if exists) for entitlement. If the Call can be resolved by the CSR and if it is billable (based on entitlement), an invoice is created. If the Call cannot be resolved by CSR, they can create a Service order (or an RMA). The service order again checks the Base Warranty (or Contract) for entitlement (this is a different service). The item is fixed (on-site repair, depot repair, etc) and if it is billable (based on entitlement), an invoice is created. * INSTALLED BASE: CSMS takes inventory information and, as defined by the user, creates Installed Base records to track specific information regarding owner, location, serial number, warranty etc, down to item level. SERVICE CONTRACTS: Provides a way to record and manage written