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4.0
1°ÇÀÇ Èı⺸±â2001³â ÀÛ¼ºµÈ Çѱ¹ ÈÞ·¿ÆÑÄ¿µå(ÁÖ) CRM Àü·« ±âȹ¼ »ùÇÃÀÚ·áÀÔ´Ï´Ù.
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 ÀÎ½Ä 1980³â´ë ÈĹÝ-1990³â´ë ÃÊ¹Ý 1990³â´ë 2 ³â ÀÌÈÄ 1970³â´ë-1980³â´ë ÃÊ¹Ý °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 ¿äÀÎ ±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 ¸¶ÄÉÆÃ
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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4.0/5
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