Take Malaysia "CRM Product" (by AMT Meng Fanqiang)
Document Number: 00.000.993 Time: 28-01-2002 [I want to view / express opinions]
Applix, Oracle, Pivotal, Saleslogix, Siebel, Aike International, Eastern, Wonderful, Zhongsheng, ONYX, PeopleSoft, Lotus, HP, IBM, BAAN, Commence, Hyperion's CRM products. Take Malaysia "CRM Product" by AMT Meng Fanqiang ------ According to IDC in August 2000, the survey report, 1999, the global CRM application product market reached $ 3.2 billion, and increased at 30%, 2004 The year will exceed $ 121 billion. For CRM manufacturers, the market share is relatively scattered, and the competitive situation changes very quickly. In fact, in addition to the top five manufacturers, other manufacturers' market share is less than 2%. - Applix iCustomer Advantage: Combination of specification and personality ---- Product Background ---- Applix CRM products from the United States. Hong Kong Momentum OEM has set up agencies in Shanghai, Guangzhou and Beijing. Its products are the full name of Applix Icustomer Advantage, including three components: Applix IEnterprise, Applix IHELPDESK, and AppLix ITM1. Currently, the traditional work and localization of the product have been basically completed. ---- Product Function ---- IEnterprise includes Applix Isales, Applix Iserve, and Applix iCustomerInSight. ---- Isales provides marketing management and sales management features: ----- Marketing Management: Managing market promotion activities into projects and events, and quantitative assessments, including project time, humanity and funding Invest, the sales clue statistics, etc. It can be combined with Call Center to enable companies to promote market promotion through E-mail and fax. ---- Sales management: including identification clues, close to potential customers, customer evaluation products, competition analysis, customer decision, sign order / loss analysis, etc., and provide promotional materials to send management, letters template management, product information management, Sales diary, quotation management, order management, etc. ----- Customer Data Management: Enterprises can get customer information from all departments of enterprises, including customer basic information, sales history, service history, various talks, etc., which are beneficial to comprehensively analyze customers. ---- Marketing Encyclopedia: Provide sales and market intelligence materials, including business specifications, product information, competitors product information, various statistics, etc., and provide dynamic search engines for information retrieval. ---- The service management function provided by iService: ---- 分 等 服务 服务 管理: The level of grade service is provided according to the level of the contract or customer, including service response time limit, grading contract management, etc. ------ Call Management: Record calls from Call Center, WWW, E-mail, Fax, call allocation according to the skills and busy levels of the business representative, monitor employee's workload, work content, etc. ----- Call Solution: Service representatives can find a viable solution in the Knowledge Base. After the problem is resolved, you need to record this call, and the new solution will expand into the Knowledge Base for the next use. ---- Quality Management: Record customer feedback information, find out the most valuable product and service improvement information after analyzing evaluation, and track the assessment of the R & D and decision-making departments, and track all stages of new product development, new products are completed Related customers will be automatically notified.
---- IHELPDESK has internal service management features: ----- Call Management: Record service requests from the enterprise, transfer the event to the appropriate service personnel, and implement a grade service according to the contract. Supervise the service, provide service timeout alarms and event upgrades. ----- Call Solution: The background service personnel can find the most probable solution in the Knowledge Base. After the event is resolved, the new solution will be recorded in the knowledge base to prepare for the next use. ----- Asset Management: Detailed recording assets and track, including the date of purchase, amount, warranty contract, and department of the department. ----- Network Management: Provides an interface to other network management software (such as IBM NetView, HP OpenView, etc.) to record network failures. ----- Training Management: Enterprise employees can browse the curriculum online and choose a training course that suits you. The training sector can set up courses and training courses, track students registration, and automatically notify registrants and lecturers via e -mail. ---- Quality Management: Recording internal employees and customers on products, analyzes related issues, and formulate plans to improve products. ---- icustomerInsight is a business intelligence module. It cooperates with ITM1 to perform data analysis to better understand customer behavior patterns and life cycles, and predict future needs of customers. ---- Positioning / Main Features ---- CRM products in Applix are located in small and medium-sized businesses. The product is characterized by balanced, in sales, marketing, service automation, integration with call center, business intelligence, etc. In addition, the product combines the standardization of the process and the ability to customize the company, so that companies can absorb advanced management ideas and meet their personalized demand. Pivotal Relationship: Located in medium-sized enterprises - product background ---- Pivotal RelationShip is the CRM software developed by Pivotal, Canada, has a certain reputation in Europe and the United States. Its running platform is Windows NT and Windows 95, the database is MS SQL Server, MS Access. Currently, Pivotal did not set up branches in China, and the Chinese version of the product was developed by Pivotal RelationShip's agents in mainland China. ---- Product Features ---- Pivotal Relationship Main Features: ----- Market Module: Enterprises can use it to establish and manage market activities to get potential customers. Market staff can understand the market, competitors, consumption trends, and formulate market development plans. ----- Sales Module: Provide management of sales data, sales links, sales forecasts, dynamic areas, etc. Salesperson can share sales information, get and track potential customers. ----- Support module: Enterprises can record customer support requests, track and resolve customers. The Pivotal provides service notification publishing capabilities, which can prompt and coordinate related service activities. ----- Telephone Sales Module: This module provides automatic management capabilities of telephone sales to help sales managers build a telephone sales group and telephone sales center. ---- Order Module: This module provides order creation, order tracking, adding customer and sales management capabilities. It can easily input and track orders, identify different orders, enter return records, and establish a history of orders. ---- Product Positioning ---- Pivotal RelationShip is located in medium-sized enterprises.
Saleslogix 2000 is in sales ---- Product Background ---- Saleslogix 2000 is the CRM product of Interact Commerce, which is positioned in sales automation software, based on sales automation, this product expands marketing, service and E-commerce features become complete CRM products. It entered China this year, and there is currently in Shenzhen and Shanghai. ---- Product Features ---- Saleslogix has four components: Saleslogix for Sales, Saleslogix for Marketing, Saleslogix for Ed, Saleslogix for e-business. Its features provided in sales include: ----- Customer Information Management: Edit customer information, and statistics and queries can be made according to customer managers, regional, success probability, etc. ---- Develop sales processes: Standard sales behavior, guide new members to conduct sales in accordance with the requirements of the process, so they can quickly master basic points. ----- Schedule and Log Management: Salesperson can make a work schedule and automatically sort in priority order. You can also organize the work of the sales team, notify the meeting arrangement and important events. ---- Work Report and Assessment: Making various types of work reports, comparing historical situations and current situations through data analysis and evaluation, and provides graphical representation methods. ---- In addition to the above functions, Saleslogix also supports telephone sales and self-sales. ---- In terms of market management, it provides project management, customer clue assignment, automatic customer tracking management, and market analysis reporting. ---- In terms of service, it provides the functionality of customer service information database and customer service knowledge base. First, enterprises can record the order information and service records of each customer, service, and market personnel can easily call out this information in a shorter time. Second, companies can organize typical issues, solutions, various processes, manuals, FAQ, white paper, etc. into customer service knowledge base. ---- Positioning / Main Features ---- Saleslogix 2000 is located in small and medium-sized enterprises. The software's sales automation section, full function, easy to use, more prominent in sales automation, can provide a strong data synchronization function. Due to the shorter time to enter China, there is only a medium version of the module with sales. Siebel: The big tree is so cold ---- Product Background ---- Compared to other CRM software vendors, Siebel's CRM product range, full, almost all of the fields of CRM. It provides CRM solutions mainly: .com suite, call center suite, on-site sales and service suite, marketing management kit, channel management kit, industry CRM solution. Currently, Siebel has entered China and has an office in Beijing. ---- Product Features ---- Siebel's .com suite provides the features provided by: ----- Sales Management: Customers and salespersons can find products, configure products and service programs through multimedia directory, order, order, confirm orders Effectiveness and deliverable, check the order status, etc. The company recommends appropriate products and services to customers based on customer information, specific environments, current needs and purchase models. ----- Marketing Management: It can be used to plan, implement and evaluate network-based marketing activities, such as customer segmentation, explore potential customers, connect by personalized, dynamically generated network-based or email Or promotion includes sending an electronic letters and an online survey, you can browse the chart report generated by the online data analysis to assess the validity and return of each activity.
----- Service Management: This software provides some problem solving tools, such as full text finding, online guidance, problem resolution, and call center agent direct network help, customers can query the order status to resolve service issues. Enterprises can notify customers an important event via email, telling customers that they have received service requests and automatically propose solutions to customers. ----- Email Response: The most suitable mail service agent can be matched according to the conditions of experience, expertise, usability. And provide email template management. ----- Electronics Newsletter and Content Service: Enterprises can use the information sources such as enterprise portals, networks, online news, collect and deliver briefings about individuals, customers, competitors, and companies. ---- Siebel's call center suite includes a call center, service management, and telephone sales. Customer Service Representatives can use Siebel Service to track customer service requests, balance priority solutions, quickly and accurately resolve issues, send customers' requests to the appropriate proxy. In addition, Siebel Service ensures that each service request is completed within a specified time, using the automatic workflow and router, the monitor to solve each request. It can help telephony sales targets improve work efficiency and achieve sales targets through some basic opportunities and forecast management, customer management, contact management, activity management, activity tracking. ---- Siebel's live sales and marketing kits include sales management, on-site service management, professional service, product configurator, price configurator, commission management and other functional modules. ---- Its marketing management kits include marketing management, business analysis, and business plans, assessment and reporting function modules. ---- Siebel also provides channel management functions: Enterprise can manage market development fund (MDF), opportunities, customer and channel partner service requests, and track all assigned projects. Channel partners can browse products and pricing information, configuration scenarios, build quotes, and complete orders online. ---- In addition, Siebel provides many industrial solutions, such as automotive, public services, communications, daily consumer goods, clothing, energy, financial institutions, insurance, pharmaceutical, hospitals, technology. ---- Positioning / Main Features ---- The product line is completely a great advantage of Siebel, but foreign media believes that Siebel's internal framework is not internet-friendly. This is because its product history is long. It is positioned in the high-end market and provides the SME versions of the above kits. But some Siebel CRM products mentioned above have no Chinese version. Aike International ECRM is suitable for online marketing --- Products ---- Ak International from the United States, in Beijing, Shanghai, Guangzhou, Taiwan, Hong Kong has branches. Entry into mainland China this year. Its CRM solution is named Enterprise I. ---- Product Features ---- Enterprise I consists mainly of the following parts: ----- CT-web online instant service and marketing system: CT-web can capture information on customers on the webpage to browse customers in real time The webpage record is supplied to the service personnel, and then the service personnel can provide services to customers through PSTN's telephone reply, network IP phones, images, shared whiteboards, application software. ---- CT-Approach Dutout the telephone marketing system: as an automatic exhalation system, it automatically sends a telephone call to the target customer according to the service or marketing plan, automatically transferring the connected call to the appropriate service person, and provides customers Product after-sales return or new product marketing service. ----- E-mail master Email Automatic Distribution System: Automatic reply and dispatch functions. ----- Web Personalizer Website Personalization System: According to customer preferences, tailor your web page to your web browsing.
---- One-to-One Analyzer and Enterprise Analyzer: The former is a 1-to-1 customer behavior analysis tool that can conduct tracking and analysis of customer purchase behavior and sales information for market staff design and implementation of marketing projects. . The latter is an analytical module designed for industry characteristics to understand the characteristics of customers and improve customers' profit contribution. ---- Positioning / Main Features ---- Ak International's products emphasize three points. First, at the front end, it emphasizes the integration of web pages, telephone, email, fax, etc., etc.; Second, in the backend, it emphasizes data analysis of customer service and marketing materials, and track customer consumption behavior; additional, Ai Gram emphasizes the convenience integration of your own ECRM system products and existing applications. ---- This product is suitable for companies that pay attention to online marketing, sales and services. The industry existing customers, including securities, mail order, online bookstores, housing intermediary, travel, human intermediary, etc. Dongcai Michelle: Mining the business in the phone ---- Product Background ---- Michelle is the CRM product of Dongbai Company, positioned in the Asia-Pacific market. The headquarters of Bai Bai in Hong Kong, with a company in Shanghai, and has conducted some research and development of CRM products in Shanghai. ---- Product Function ---- Michelle's function module is set according to the customer's lifecycle, some of the modules below: ----- Market activity management module: Enterprises can conduct market activities planning, identify market activities theme , Content, setup of market activities, preset the number of mobile phones, the time of each phone will take up, estimate the possible cost of market activities, the income obtained, and give the budget. Michelle provides market activity questionnaire design and editing features, and saves the customer's questionnaire in the system database. Michelle can also delineate the target customer scope according to the theme and type of market activities, and conduct a telephone task assignment according to the skills of the attendant or the operator. Michelle provides the function of previewing the dialing number, so that the attendant has a number of basic information about the customer before calling, and provides intelligent provisions during the call, boot the operator step by step by step. ----- Purchase intent management module: The operator is in the process of telephone communication with the customer, if the customer finds the customer's product or a service item, it is possible to record it, and according to the product Or the different service items assign this task to both business people or business units in different business sectors. This module can predict the success rate of the service and predict possible sales revenue, profitability and profitability based on the predicted success rate. ----- Products and Services Query Modules and Case Management Modules: Products and Services Query Modules help companies and customers inquire about various product information and service information. Michelle provides case stream design tools, and companies can perform customer complaints according to their actual processes, operational design. In this way, the attendant can transmit the complaint to a predetermined department or professional to track processing, and can be transmitted to multiplayers or multiple sectors simultaneously. The module also provides a function of telephone replies, and feeds the acceptance results to the customer. ---- MICHELLE also provides some customization tools, such as case stream design tools, workflow design tools, draft editing tools, screen builders, integration tools for other applications, customer data import tools, etc. ---- Product Positioning ---- This product is suitable for companies engaged in telephone marketing, sales and services. Remnant / CRM-STAR: 100% Localized Products ---- Product Background ---- Waiting in Beijing, and has branches and offices in many cities in China. Its CRM product (written / crm-star) is released in March 2000. This product is based on the Lotus Domino / Notes R5 platform.
---- Product Function ---- CRM-STAR module settings and function introduction is as follows: ----- System setting module: The main function is to register for system users and perform permission settings for users, and some necessary Coding settings such as customer coding, business coding, etc. ----- Customer Data Management Module: Add customer information and customer contacts; add and view a customer-related business; classify existing customers, potential customers, partners, agents, etc. according to regional, industries; Customer information printing; send and record bulk email and fax. ----- Customer Tracking Management Module: New Business Registration - The business personnel can determine the frequency of contact with the customer according to the importance of customers, arrange contact activities in advance (such as call, send mail, visit, etc.), and record each contact result. It can make an appointment tips for important events, record competitors, records for mail and fax, record documents related to a project, and the reallocation of business. The supervisor can be processed by the mail, and track the order details of the transaction business, the contract, delivery, and payment conditions, and query and statistics for the ended business. ---- Customer Service Management: Record the situation of customer complaints and transfer this complaint to the responsible department and personnel handling, relevant personnel record acceptance; record customers' questions and answers, you can seek answers from standard question banks. It can also perform demand technical support, problem solution library management, and record of after-sales service, such as customer name, service time, service content record, etc. ---- Business Knowledge Management: Mainly used to store large amounts of business information, such as company introduction, product introduction, product quotation, standard document, marketing activities, media publicity, industry dynamics, product trends, competitors and their products. ---- Customer Relations Discussion: Business people can discuss different cases, market and sales strategies, can publish their business experience online. Users can participate in a topic or establish a new topic and conduct topic query. After the user fills in personal interest, this software automatically extracts the topic of users, and send mail to this user. ---- Email: Provides internal email features. ---- Main Features ---- This software has strong practicability, which provides the functions of information related to our customers, which is based on the extensive understanding of the current needs of domestic enterprises. Many companies need such practical tools. Its disadvantage is that there is too little combination with advanced, latest customer relationship management ideas and technologies. Zhongsheng Sellwell2000 ---- Product Background ---- Sellwell2000 is the CRM product of Zhongsheng Company, which is released at the beginning of this year. The head office is in Shanghai and has branches in Beijing, Guangzhou and Nanjing. ---- Product Function ---- Sellwell2000 has three functional modules: ----- Sales management subsystem: Salesperson can browse through business opportunities obtained by various channels, tracking business opportunities, losing wins, and through sales funnel Understand the business operation tracking and indicator completion, adjust the sales rhythm. It provides customer organization structure analysis tools to help sales staff quickly locate key decision makers. Product information management allows employees to limit the cost and performance of the company's products at any time. Quotation build tools, competitors management and sales performance analysis can analyze sales results from cost, profit, regional angles. ---- Market Tracking Subsystem: Market Promotion Management - Provides market questionnaire design tools, market research, promotional plans and other functions, carry out the implementation and supervision of multi-channel, multitasking promotion activities; market analysis management - Market information, comprehensive analysis, such as market investment returns, product market demand, product coverage, customer group distribution, market direction, etc., and provide graphics, reports, etc., market forecast management - to market, product positioning, Customer groups are divided and predict.
----- Customer Service Subsystem: In addition to providing a call center interface, this module also records the customer complaints and processing processes, realizing information sharing, and finding new business opportunities based on records. Its credit file tracking function is trackfully tracked on the customer's credibility, and the service personnel provide services to customers, they can always understand the credibility information of customers to avoid unnecessary losses to the company. Running the "Flower" ---- The CRM products described above have developed market in mainland China, and the products are mature. In addition, there are many similar competitors on the market. The following is an introduction to their horses. ---- ONYX has a work in China, and its CRM product is Onyx Front Office. For different users of CRM products, it provides different portals: Customer Portal supports BC e-commerce activities such as self-service and online orders. Its partner portal supports BB activities. Sharing information between enterprises in order to work together in some plans; Employee Portal provides operational activities for internal users and can be decomposed to support personal tasks and activities. It uses Windows NT and 2000 as an operating system platform and supports MS SQL Server and Oracle Databases. ---- PeopleSoft's customer relationship management software is an integral part of its Vantive Enterprise software, including: Customer Support - Driven by automatic call routing, tracking, authorization processing, workflow, problem resolution, performance evaluation and service management Customer support activities; sales and marketing - providing opportunity management, quotation generation and suggestion, sales forecasting and reporting functions; on-site service - enterprise can manage service authorization, control return material, track product configuration, and automatically assign and arrange field engineers; Service - Employee can check the status, asset information, product information, and existing solutions for some issues; product quality management - to collect product defect information, then track companies in solving these quality problems, help companies improve product quality. ---- Lotus CRM includes five major components such as relationship management (RM-RESK), Help Desk, Technician Support, Sales Discussion and Market Bulletin . ---- HP Front Office is developed based on HP-based Smart Contact, in addition to supporting enterprise CTI and multiple contact channels, adding electronic marketing, electronic sales and electronic support components. ---- IBM's CRM solution has four features: self-service website, in front desk application, intelligence, system integration, and business intelligence in front desk applications, and Customer Relationship Intelligence, emphasizes the conversion of customer information to Business knowledge. ---- BAAN's CRM product named BAAN Front Office Solutions, which contains four parts: BAAN SALES, BAAN Service, and BAAN Configuration.
