B2 Portal and CRM 整合方案

采威國際資訊股份有限公司總經理 蕭哲君

kevin@iscom.com.tw

http://www.iscom.com.tw

E-Business & E-Commerce Solution Provider

簡報主題 B2C Portal 的簡介 B2C Portal and CRM Integration of B2C Portal and CRM( 製造業 ) Integration of B2C Portal and CRM( 服務業 ) Integration of B2C Portal and CRM(.com) Q & A

E-Business & E-Commerce Solution Provider

Introduction of B2C Portal

E-Business & E-Commerce Solution Provider

主要型態 入口網站 Portal (Yahoo,Hinet,Sina.com…)

虛擬社群 (Virtual Community) 透過網際網路，消費者

建立或加入其社群

線上交易 / 電子商務 (透過網站進行交易 )

線上廣告 / 網路行銷 (透過廣告吸引消費者 )

E-Business & E-Commerce Solution Provider

Key Factors of B2C Portal

成功關鍵因素 Connectivity=>HyperLink Context=>Search-Agent Content => information/knowledge Commerce => sales Communications =>message Community =>value-added service

E-Business & E-Commerce Solution Provider

客戶的忠誠度 (CRM) 客戶的信賴感 (Security) 實體通路的運送成本 (Cost Down) 企業作業流程的改造 (e-Business) 客戶的滿意度 品牌的建立與維護 (Marketing Strategy) IT 技術的快速變遷 經濟規模的迷思 交易的風險

Gaps/Bottleneck of B2C Portal

E-Business & E-Commerce Solution Provider

B2C/B2B Portal and CRM

B2B

B2C

B2C

B2C

E-Business & E-Commerce Solution Provider

A

B

C

A

B

C

不同的服務 不同的顧客群

Right-Time

Right-Channel

Key Value of CRM

E-Business & E-Commerce Solution Provider

製造業

服務業

線上服務業.com

Loyalty

CRM

B2C

Deployment of CRM on B2C-Portal

E-Business & E-Commerce Solution Provider

B2C Portal infrastructure( 架構 )=>Define structure Key-Item of B2C Portal in CRM-Operation=>service Segmentation of Customer-Degree(Create factors) Recording and Collecting of Multi-Dimension Data

=>System Analysis & Design Data Warehouse’s Operation from multi-Database>Extract & Tra

nsform Data-Mining Execution(multi-dimension analysis) on Data Wareh

ouse (Data-Mart) Decision-support system from Extract’s Knowledge

Integration of CRM and B2C-Portal( 製造業 )

E-Business & E-Commerce Solution Provider

XXX 製造業http:www.xxx.com.tw

公司簡介

產品介紹

訊息通知

Marketing

滿意度調查與追蹤

線上報價與下單

FAQ&線上諮詢

教育訓練&技術服務

成功案例簡介

留言版&討論區

會員管理服務

訂單生產進度追蹤查詢

全文檢索服務

E-Service

HyperLink服務

Integration of CRM and B2C-Portal( 製造業 )

E-Business & E-Commerce Solution Provider

B2C-Portal

Integration of CRM and B2C-Portal( 製造業 )

E-Business & E-Commerce Solution Provider

B2C Portal

Internet

Customers

Data WarehouseERP-DB

外部資料

Data-Mining Tools

Business-Knowledge

E-Business & E-Commerce Solution Provider

StaticMessage-Service

Information-ServiceOn-Demand

Interactive Knowledge Service

WEB/Mail/Mobil on-demand

TEL/FAX

Web-Consulting

Mail-ConsultingMobil-

Consulting

Service Degree on Demand

Data/Message

Information on Demand

Knowledge on Demand

E-Business & E-Commerce Solution Provider

Data Warehouse

Data Mart Data Mart Data Mart

內部資料

外部資料

Extract

Transform

MetaData

OLAP

0

10

20

30

40

50

60

70

80

90

第一季 第二季 第三季 第四季

東部中部北部

Data-Mining

Integration of CRM and B2C-Portal( 製造業 )

E-Business & E-Commerce Solution Provider

B2C Portal infrastructure( 架構 )=>Define structure Key-Item of B2C Portal in CRM-Operation=>Marketing & Service Grouping of Customer-Attribute=>Community/Member Recording and Collecting of Multi-Dimension Data =>System Analysis & Design Data Warehouse’s Operation from multi-Database=>Extract & T

ransform Data-Mining Execution(multi-dimension analysis) on Data Ware

house(Data-Mart) Decision-support system from Extract’s Knowledge

Integration of CRM and B2C-Portal( 服務業 )

E-Business & E-Commerce Solution Provider

XXX服務業http:www.xxx.com.tw

公司簡介

一般產品介紹

訊息通知

Marketing

滿意度調查與追蹤

個人化產品服務

FAQ&線上諮詢

線上交易服務

成功案例簡介

留言版&討論區

會員管理服務

全文檢索服務

專業內容服務

HyperLink服務

E-Marketing & e-Service

Integration of CRM and B2C-Portal( 服務業 )

交易服務

實體通路 虛擬通路/B2C

售後服務(After-service)

Work-Process/E-Business/ERP

CRM-System

傳統Call-Center

Service

InternetCall-Center

Service

Data Warehouse

未成交

已成交

忠誠度

顧客/消費者

MarketingPolicy

E-Business & E-Commerce Solution Provider

E-Business & E-Commerce Solution Provider

Service Degree on Demand( 服務業 )

Fixed or StaticMessage-Service

Customization/DynamicService

Personalized Service

WEB/Mail/MobilService for GroupPre-ReadyTel/ Fax Service

Web-PersonalizedMail-

PersonalizedMobil--

Personalized Loyality

低

中

高

E-Business & E-Commerce Solution Provider

B2C Portal infrastructure( 架構 )=>Define structure Key-Item of B2C Portal in CRM-Operation=>Sales & Service Grouping of Customer-Attribute=>Community/Member Recording and Collecting of Multi-Dimension Data =>System Analysis & Design Data Warehouse’s Operation from multi-Database=>Extract & Tr

ansform Data-Mining Execution(multi-dimension analysis) on Data Wareh

ouse(Data-Mart) Decision-support system from Extract’s Knowledge=> (Marketing-Policy or Promotion Activity on internet)

Integration of CRM and B2C-Portal(.com)

E-Business & E-Commerce Solution Provider

Integration of CRM and B2C-Portal(.com)

交易服務

虛擬通路/B2C

售後服務(After-service)

Work-Process/e-Business/ERP

CRM-System

InternetCall-Center

Service

Data Warehouse

未成交

已成交

忠誠度

顧客/消費者

E-MarketingMarketing

Policy

E-Business & E-Commerce Solution Provider

Basic/New Content-ServiceBasic/New commerce-Service

Value-Added-ServiceRefined-Service

Different-ServiceOn internet

PersonalizedService on internet

WEB/Mail/Mobil-device/

PDAValued-Added

Service

Web/MailE-Commerce

Service Degree on Demand(.com)

Web-PersonalizedMail-

PersonalizedMobil--

PersonalizedLoyality

低

中

高

E-Business & E-Commerce Solution Provider

B2C Portal

Internet

Customers

Data WarehouseERP-DB

外部資料

Data-Mining Tools

Business-Knowledge

Integration of CRM and B2C-Portal(.com)

E-Business & E-Commerce Solution Provider

摘要 (Summary) Key Features of B2C Portal’s

Business

Benefit and Function of B2C

Portal

Integration of e-CRM & B2C

Portal

How to implement B2C Portal &

CRM

during different industry

How to evaluate of B2C Portal

and CRM

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E-Business & E-Commerce Solution Provider