Understanding CRM terms is critical to developing new business models and motivating to the customer-centric transition. The project manager and business backbone need to be dissolved into these CRM vocabulary. Here, we define the main application modules, components and business strategies. In this article, we reference the functional description of many application modules, such as opportunity management, communication management, problem processing, sales custom, sales incentives, e-mail response management systems, recording systems, and more. The CRM Strategy also is also called Customer Asset Management or Customer Interaction Management. CRM is a company-wide strategy that maximizes profits and customer satisfaction by surrounding customer demand, meeting customer needs, connect customers and suppliers. Key CRM technology investment provides better customer understanding, increasing customer contact channels, customer interactions, and integration of customer channels and backgrounds. The application range of CRM includes technological auxiliary sales, TES, Customer Service and Support, CSS, and Technology Auxiliary Marketing, Tem. 1, TES (Technology-enabled Selling): Sales Automation is also known. It refers to all sales channels, including field / mobile sales (Field / Mobile Sales), Inside Sales / Telesales, Sales Partner, online Sales (Web Selling) and retail applications Technology to achieve the purpose of promoting sales. TES's goal is to integrate technology and good processes to achieve the continuous improvement of sales team efficiency, while balance and optimizing the composition of each sales channel TES includes the following: Field Sales: Also known as mobile sales (Mobile Sales (Sales Force Automation, SFA). This applies to salespersons that often work outside the company and cannot use local area networks and high-speed WAN. To accomplish their work, these salespersons need to be able to connect to the database, share information resources and need to be freely logged in, roam, and leave the Internet. Management of opportunities (ie potential customers, visits, and activities), regional, big customers, visit, and activities, and management of product configuration, pricing, contract, order, quotation, and promotion are general requirements for applying the system. Inside sales (INSIDE SALES): TELESALES or internal sales (INSIDE SELLING). This applies to salespersons that are often working in the company and can use local area networks and high-speed WAN. In order to complete the work, the salesperson spent most of the time on calling and web / e-mail. They are generally working in a liaison center. Typical application requirements include opportunities management, standard Q & A text, order processing and management, quotation generation, potential customers' management and network sales with the network (ie network and telephone integration, that is, to make sales staff to browse The information of the potential purchaser of the website is then contacted by phone with the purchaser). E-Partner: Also known as Extended Sellprise, ESE, companies support third-party sales channel partners by adopting technology and applications (eg, middlemen, agents, distributors and value-added services The vendor) to meet the sales target.
E-Partner is an integral part of partnership management. Electronic sales (E-Sales): TECHNOLOGY-Enabled Buying, Teb, self-sales (unassisted sales) or web sales. This component of TES includes the application of customer-oriented, operating or web sales. These are technical or applications for consumers, allowing consumers and products to implement 'self-sales' and can reach transactions under the premise without sales personnel. E-Sales is considered part of E-CRM, while E-CRM is part of E-Business. Retail Sales: TES's part includes the retailer's sales, online sales, and warehouse sales, such as home sales, online sales and warehouse sales through traditional channels (such as department stores, professional stores and factory direct stores) or new channels. application solution. Marketing, relationship marketing and electronic retail is a typical example of retail sales applications. 2, Customer Service and Support, CSS: Before the complaint processing department is called. Once the customer purchases the product or service, CSS is responsible for maintaining and developing customer relationships. CSS is the most frequent department with customers and is critical to maintaining customer satisfaction. Since the interactive relationship with the consumer is increasingly complex, the customer service department needs a flexible, scalable, scalable and integrated high-tech infrastructure to meet customer needs in a timely and accurate. CSS includes the following components: Call Management: is the core of the CSS application function. This part of the role is to log in to all calls and transactions and manage transactions from beginning to field. A full set of customer services based on interconnection network: also known as e-service. These applications and tools improve customers, partners, and potential customers' ability and enhance their ability to interact with companies through web, network, local area networks or wide area networks. Interactive customer service webpages should be integrated with the service application of the front desk (customer service, sales, marketing, and electronic transactions), the background system and database and contact center to achieve the purpose of promoting the interaction between enterprises and customers. The five main functional parts of the full set of electronic services are: 1) Software tracking and software upgrade, integrated with the front desk web-based CSS service application. 2) Problem Solutions Knowledge Management Software, which provides interfaces with natural language and customers can query themselves. 3) an ERMS to manage the E-mail of the issuance and issuance. 4) A integrated queuing management system, its function is similar to a funnel, collecting a variety of different channels (such as telephony, interactive voice reply IVR, speech recognition, network, and homepage) to standardize all customer requests; 5) cooperation Discussion, it is the purpose of promoting the integration between enterprises and customers through Web and IP-based voice. Although it is still not mature, it will be a key component of the E-Service environment until 2002. Field Service and Dispatch, FS / D): FS / D It has always had a background function that provides close contact between production enterprises and product service providers. It is very important for the service economy, which has become a key component of the full CSS and is also an important part of CRM. The FS / D software is turning from a single background function to a corporate system that is closely integrated with the background and front desk service system. The FS / D application must be integrated with the contact center and the call management system, and will be integrated with the sales organization in the future.
The FS / D system is also called "Service Transfer Chain Management" software, which is used to increase sales revenue, reduce artificial and component cost, improve labor productivity, reduce labor consumption, increase customer satisfaction and loyalty. This complex system of FS / D includes call management, labor prediction, arrangement, contract management (including purchase and rental), warranty, authorization, fixed-point maintenance / big repair, technical personnel assignment, part planning and management, infrastructure maintenance, Inventory, defect tracking (ie, quality insurance) and report. The FS / D system needs to support mobile computing (connection and separation), network computing, and data synchronization. Contact Center: Traditional customer service center handles voice, just contact customers, and the contact center includes all channels associated with the customer, including voice (such as telephony, IVR, speech recognition, and sound recognition), network (eg E- Mail, web, fax, and letters. This is an input / output bidirectional service-based environment, which processes all information about sales, customer service, marketing, telephone marketing, collection, and other functions. The contact center is logically monomer, but is physically dispersed. 3, Technology Auxiliary Marketing, TEM): Also known as marketing automation. It analyzes marketing processes and automates this process. Because the role played by the technology in various aspects of operation is becoming more important, the marketing department must use technology as a strategic urgent task, using information and IT means to make themselves more competitive. The ultimate goal of TEM is to allocate marketing resources in activities, channels, and media to achieve income maximization and customer relationship optimization. TEM includes the following components: Data Cleansing: It refers to data support (eg, organizational, control and filtering) tools to achieve high quality and data consistent with data. Data Analysis: Also known as business intelligence. It includes special problem software, reporting and analytical capabilities and policy decision program software with data warehouse or data center (Data Mart). The data warehouse is a collection of databases that store all or the main data collected by the company's different business systems. Data from online trading or other sources are selected here, crop, collection, processing, and sort out. The data center is an integral part of the data warehouse and the data center can support unique business intelligence requirements or application requirements in the special business process. Content Management Systems: Marketing Content Management, MCMs, MCMs or Marketing Encyclopedia Systems, Mes). The application of this system allows companies to check and access marketing. CAMPAIGN Management System, CMS: It can design a single channel or multi-channel marketing promotion activities and can track the reflection of these activities after a period of time. The sales department also applies CMS to implement sales activities, for example, to a certain amount of time to get a specific product. 4, other CRM technology components DBM: This technology includes database management systems (DBMS) and relational database management systems (RDBMS).
The software package enables end users or applicants to share data and provide system methods for generating, upgrading, reviewing, and storeing database information. DBMS is generally responsible for data integration, data flow control, and data automatic reply, start and recovery. Electronic Software Distribution, ESD: ESD enables the software to be installed through network delivery. It helps users distribute programs and files in their own environments. The development of the client / server and the development of mobile client / server applications have an urgent need for ESD. If there is no efficient automation of software distribution and software installation, most client / server applications and mobile client / server application technology will not pass. Middle software (MiddleWare): There are many cases used by this noun. Fundamentally, the intermediate software is software "glue", which allows programs and databases on different computers to work together. GartnerGroup has a more formal definition to the intermediate software: the real-time system software that enables the apparatus of the application layer in the distributed computing environment. The most basic function of the intermediate software is to enable the application between or single application systems or DBMs across multiple application systems to communicate with each other. Mobile Client / Server (Mobile Client / Server, MC / S): It is a method of transmitting information between the main system and the mobile computer. This method can at least provide communication, database response, and synchronization. System Administration Management (SAM) Tool: This is a well-flexible application maintenance tool and application management tool. The main value of this set is that it can be treated very good. A design excellent tool allows managers to specify changes in database or format to ensure that all applications are integrated and transfer them to all related users. SAM tools for central management are used by system administrators, which can provide a certain level of technical capabilities. Conversely, the management functions for managers will be limited by the end user's ability. TELEPHONY: A general noun for voice communication. Workflow Management: There are two workflow management methods 1) integration of internal and external processes. This method fully considers the definition of business processes across multiple applications (including software from different software vendors). This usually requires a standard platform-based business process development environment. 2) Automated events or processes - a workflow method for realizing automation work (eg, automation steps of marketing activities or sales processes). 5, other strategic business intelligence (BI): This process includes analysis and excavation of structured, specific fields, often stored in the information warehouse, which can recognize trends, identification mode, and get insights Force and draw conclusions. The BI process includes information and processing changes in communication discovery. The range of BI includes customers, products, services, and competitors. Business Process Re-Engineering, BPR: BPR provides basic analysis and key re-design for business processes and management systems, uses to achieve changes and operational capacity improvements. It uses target-based, quantitative methods and tools to analyze, recombine and changing business processes, including supporting tissue structures, information systems, job responsibilities, and implementation standards. COLLABORATIVE COMERCE: C-business refers to a series of partnerships based on electronic, interiors, suppliers, suppliers, business partners, and customers, in a designated trade zone Commercial interaction. The so-called trade zone may be an industry, industrial segmentation, specific supply chain or supply chain.
