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Çѱ¹ ÈÞ·¿ÆÑÄ¿µå(ÁÖ) CRM Àü·« ±âȹ¼­

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TZ-SHR-19528
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2010.10.01
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68 page / 3.51 MB
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º» ¹®¼­ÀÇ ºÐ·® : 68 ÆäÀÌÁö

1Àå CRM Overview
1. The Facts of Sales and Service Delivery
2. °í°´ÀÇ º¯È­
3. º¯È­ÀÇ ¹æÇâ
4. ÁÖ¿ä °ü½ÉÀº
5. ÁÖ¿ä ¸ñÀûÀº
6. ¸ñÇ¥´Â?
7. Marketing Evolution
8. Barriers to Achieving Customer Value Optimization
9. How to?
10. What is My CRM system
11. The next inflection of CRM market
12. CRM Today
13. Solution Landscape
14. The Evolution of CRM
15. Integrates Customer Insight & Action
16. Focus of CRM Solution
17. The Process Behind the Power
18. Landscape by Segment

19. CRM ÇÁ·Î¼¼½º °³¿ä
20. CRM ÇÁ·Î¼¼½º
21. Customer Relationship Management Roadmap to Personalized Service

2Àå CRM ÃßÁøÀü·« ¹× ¹æ¾È
1. CRM ÃßÁø Àü·«
1) Service Differentiation
2) °í°´Á᫐ Àü·«
3) CRM ¼öÁØ ¹× ¹æÇ⼺ ¼ö¸³
2. CRM To-Be Model (¾÷¹«)
3. CRM To-Be Model (±â´É)
4. CRM ½Ã½ºÅÛ ±¸ÃàÀÇ Roadmap
5. CRM ½Ã½ºÅÛ Framework
6. CRM ½Ã½ºÅÛ ¼Ö·ç¼Ç ±¸¼ºµµ
7. Analytical CRM Architecture
8. Requirement of Analytic Platform
9. Evolution to Analytic Applications
10. Personalization Architecture
11. ½Ç½Ã°£ Personalization

12. Interaction Architecture
13. Customer Single View
14. ±âÁ¸ Åø°ú ¿¬°è ¹× µ¥ÀÌÅÍ ÅëÇÕ °í·Á
15. °í°´Á¤º¸ ºÐ¼®¹æ¾È
16. °í°´¼¼ºÐÈ­ ¹æ¾È
17. Bridging islands of automation
18. Closed Loop Marketing
19. ä³ÎÅëÇÕ ¹× UIÅëÇÕ¹æ¾È
20. A Customer-focused Multichannel Strategy
21. Components of a Multichannel Strategy

3Àå ±â´ë È¿°ú ¹× »ç·Ê ¿¬±¸
1. º¸À×(Boeing)ÀÇ »ç·Ê
2. Á¦³Ê·² ¸ðÅͽº(GM)ÀÇ »ç·Ê
3. ¾Æ¸Þ¸®Ä« Ç×°øÀÇ »ç·Ê
4. CRM ±â´ëÈ¿°ú
5. ¼º°øÀûÀÎ CRM±¸ÃàÀ» À§ÇÑ Á¢±Ù ¹æ¹ý
6. CRMÀÇ ±¸ÇöÈ¿°ú


crm strategy(xxxx. xx

xx). pptby joonbeom kim/hp  crm  implementation   strategy   xxxx.xx.xx  Çѱ¹ ÈÞ·¿ÆÑÄ¿µå(ÁÖ)  ÄÁ¼³Æûç¾÷º»ºÎ  agenda  
1.crm overview
2.crm ÃßÁø Àü·« ¹× ¹æ¾È
3.±â´ëÈ¿°ú ¹× »ç·Ê ¿¬±¸
1.crm overview
the facts of sales and service delivery  
3% to 5% of the customers generate about half of the profit
50% of the customers are not profitable   60% of cross-sales are not profitable   
in-person transactions cost 5 to 7 times as much as automated transactions
60% to 80% of front-line time is consumed by less than 20% of the profit potential
21cÀÇ °í°´Àº ÀüÅëÀûÀÎ ´Ü¼øÇÑ ¼ÒºñÀÇ ¿ªÇÒ¿¡¼­ Å»ÇÇÇØ ´Éµ¿ÀûÀÎ °øµ¿ âÁ¶ÀÚÀÇ À§Ä¡±îÁö ¹ßÀüÇÏ°í ÀÖÀ½
source: co-opting customer competence, hbr, 1999
°³º° ±¸¸ÅÀÚ¿¡ ´ëÇÑ °Å·¡  °³º°°í°´°ú Æò»ýÀ¯´ë °ü°è  ¿¹Á¤µÈ ±¸¸ÅÀÚ Áý´ÜÀ» ¼³µæÇÔ  °í°´ÀÇ °øµ¿ âÁ¶ÀÚ·Î ÀνĠ 1980³â´ë ÈĹÝ-1990³â´ë Ãʹݠ 1990³â´ë  2 ³â ÀÌÈÄ  1970³â´ë-1980³â´ë Ãʹݠ °í°´ÀÇ ¿ªÇÒ  °æ¿µÀÚÀÇ »ç°í¹æ½Ä  
°í°´Àº ¿¹Á¤µÈ ¼Òºñ¿ªÇÒÀ» Áö´Ñ ¼öµ¿ÀûÀÎ ±¸¸ÅÀÚ·Î °£ÁÖ µÊ
°í°´Àº °­È­µÈ ³×Æ®¿öÅ©ÀÇ ÀÏºÎ·Î½á ºñÁî´Ï½º °¡Ä¡¸¦ ±â¾÷°ú °øµ¿À¸·Î âÁ¶ÇÔ
°í°´Àº Æò±Õ Åë°èÄ¡·Î½á ±¸¸ÅÀÚ Áý´ÜÀº ±â¾÷¿¡ ÀÇÇØ ¿¹Á¤µÊ
°í°´Àº °Å·¡ÀÇ °³º° Åë°èÄ¡ÀÓ  °í°´°úÀÇ ½Å·Ú°ü°è´Â ÇʼöÀÓ  
°í°´Àº °³ÀÎÀÏ »Ó ¾Æ´Ï¶ó »çȸ, ¹®È­Àû ±¸Á¶ÀÇ ÀϺÎÀÓ
´ë °í°´ ÁøÈ­ ´Ü°è  »ý»ê¹æ¹ý  ¼Ò Ç°Á¾ ´ë·®»ý»ê  ´Ù Ç°Á¾ ´ë·®»ý»ê  ¸Å½º Ä¿½ºÅ͸¶ÀÌÁî  °øµ¿ âÁ¶  °í°´ÀÇ º¯È­  
Á¦Ç°À̳ª ¼­ºñ½ºÀÇ Àú ºñ¿ë »ý»êü°è·Î °æÀï·ÂÀ» È®º¸ÇÏ´ø ±â¾÷µéÀº °í°´ Áß½ÉÀû ±â¾÷È°µ¿À» ÅëÇÑ ¸ÅÃ⼺Àå¿¡ ÃÊÁ¡À» µÎ±â ½ÃÀÛÇÔ
±â¾÷ Â÷º°È­ ¿ä¼Ò ¼èÅð  ºñ¿ë/»ý»ê¼º Çõ½Å ÇÑ°è ºÀÂø   ±â¾÷°£ Á¦Ç° Ư¼º /Ç°Áú ´ëµîÈ­   Á¤º¸ ±â¼úÀÇ ¹ß´Þ   ½Å±Ô ä³Î/¸Åü ÃâÇö  ebusiness È®´ë  
Á¦Ç° Á¤º¸¿¡ ´ëÇÑ °í°´ÀÇ Áö½Ä È®´ë °í°´ÀÇ ±â´ë¼öÁØ ¹× ½ÃÀå ÁÖµµ±Ç Áõ°¡ ¹«ÇÑ °æÀï½Ã´ë µµ·¡
ȯ°æ º¯È­ ¿äÀΠ ±â¾÷ ³»/¿ÜºÎ ºñ¿ë±¸Á¶ ÃÖÀûÈ­  
(enterprise internal/external process optimization)
°í°´ Áß½ÉÀû ±â¾÷ ±¸Á¶  °í°´ Á¡À¯À² °ü½É  one-to-one ¸¶ÄÉÆà °í°´ Áß½ÉÀû ÇÁ·Î¼¼½º·Î Àüȯ  ´Ù¾çÇÑ °í°´ Á¢Á¡ ä³Î È®º¸   ¼öÀͼº Áõ´ë¿¡ ÃÊÁ¡  ½Å±Ô °í°´ À¯Ä¡/°³¹ß  ¼öÀͼº ³ôÀº ±âÁ¸ °í°´ À¯Áö/È®´ë  °í°´ ¸¸Á· ±Ø´ëÈ­   (customer satisfaction  maximization)  Á¦Ç° Áß½ÉÀûÀÎ ±â¾÷ ±¸Á¶  ½ÃÀå Á¡À¯À² °ü½É  ¸Å½º ¸¶ÄÉÆà 
Áߺ¹µÇ°Å³ª ºÎ°¡°¡Ä¡°¡ ¾ø´Â ºñÁî´Ï½º ÇÁ·Î¼¼½º Á¦°Å
ÀüÅëÀûÀΠä³Î »ç¿ë (¿µ¾÷»ç¿ø, ÄÝ ¼¾ÅÍ)   Àú ºñ¿ëÀÇ Á¦Ç°/¼­ºñ½º »ý»ê¿¡ ÃÊÁ¡  erp µµÀÔÀ» ÅëÇÑ »ý»ê¼º Áõ´ë ¹× ºñ¿ë °¨¼Ò  Àç°íºñ¿ë ÃÖ¼ÒÈ­, Àû½Ã »ý»êüÁ¦(jit) ±¸Ãà     (ÀÌÇÏ »ý·«)

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