CRM 의 개념과 국내 도입 현황

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CRM . CRM ?. CRM . Gartner Group - PowerPoint PPT Presentation

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  • CRM

  • CRM ?

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    CRM Gartner Group

    Data Data Database DB (,Call Center, Web Site, e-Mail, DM) Business Process Gartner Group

    - Ovum

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    (CRM) . (CRM)CRM

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    ...Mass Marketing

    Marketing

    Mass market ... , . TargetMassCRM

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    CRM Platform ... Call Center,DM, Online,, , , Closed loop offer360 (Life time value) CRM

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    .Mailers, advertising, telephone calls, kiosks, dealersCustomer Service Rep, Dealer or Direct Sales Force Tailoring an OfferStore Visit or Direct Fulfill for purchase, credit checks. Customer Training, Welcome Kits, Check-up CallsMailed or Electronic Bill, Billing Messages, Delinquency callsInbound inquiry to call centerHug calls, Direct mailer or call to upgrade service, loyal reward CRM (inbound)(Outb) CRM

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    Supply Chain

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    CRM ( Customer DB /DW /DBM /CRM)Data WarehouseDBDBM CRMExtended ERP PackageDBDWDBMCRMBusiness & Marketing FocusInformation Technology Focus - Report - OLAP report - Data Data Mining Channel Data update Feedback loop - Sales Process, Service, Financial System

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    JITOrderCustomerServiceServiceProviderUser Support

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    Support Communication

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    Interface

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    CRM (Functionality)

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    CRM

  • CRM

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    Global CRM Trend Siebel Siebel, E.piphany, Oracle, PeopleSoft 4 SAP Point Suite Industry Specific Web-based (dhtml )

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    CRM Solution Siebel CRM Sales Oracle, SAP Point (Broadvision, Vignette, ATG , Xchange, Unica ) , , 1 DW (NCR) CRM Analytic CRM Solution Analytical CRM Marketing Automation CRO

  • CRM

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    CRM

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    CRM -

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    / - ( , BEP)A : / , 3 , 3 ( ) .( 17 8 .)(BEP)

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    CRM