SAP crm培训课件

SAPCRM,,200911©SAP2008/Page2SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page3SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page4SAPCRMSAPNetWeaverSAPSCMSAPPLMSAPERPSAPCRMWebSAPSRM©SAP2008/Page5SAPNetWeaver®SAPCRM©SAP2008/Page6SAPCRM7.0,360,,SAPERP©SAP2008/Page7PCUIPCUIICWebClientICWebClientCRMWebClientCRMWebClientSAPGUISAPGUI©SAP2008/Page8“”...………...…………………………..SAPCRM360°..©SAP2008/Page9SAPERPSAPBWSAPCRME-mailE-mailCRMERP&BWCRMSAPCRM©SAP2008/Page10CRMTheCRMCRMHub©SAP2008/Page111SAPSAPCRM280SAPCRM)))))))...))))))...©SAP2008/Page12----2BestPracticesSAPCRMSAPCRMSAPCRM——SAPSAPSAPNetWeaverSAPCRMSAPCRM@CustomerSiteSAPCRM©SAP2008/Page13SAPCRMSAPNetWeaverDBandOSAbstractionJ2EEABAPSAPNetWeaver™Internet,,CRM,SAPXISAPWeb,SolutionManagerBAPIsasWeb,DBandOSSAPNetWeaverSAPCRMTCOCRMTCO3©SAP2008/Page14SynopsysSonySAPCRM©SAP2008/Page15SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page16CRM-36045CRM:“A”::80%::360:,360°45©SAP2008/Page17SAPSAPSAP©SAP2008/Page18©SAP2008/Page19BP:::2xy2xy1BASFAG1BASFAG3yz3yz112233©SAP2008/Page20…………©SAP2008/Page21CRMWebEmail)©SAP2008/Page22SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page23CRMPOSATMs©SAP2008/Page24SAPCRM...(ROI)3/©SAP2008/Page25BW,BPS1n1n©SAP2008/Page26:?:200.000.-USDCRT180.000.-USD120.000.-USD500.000.-USD:©SAP2008/Page27©SAP2008/Page28//––©SAP2008/Page29(Campaign)©SAP2008/Page30©SAP2008/Page31©SAP2008/Page32–KPI©SAP2008/Page33SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page34SAPCRM©SAP2008/Page35©SAP2007/Page35SAPCRMCRM/POSATMsSAP©SAP2008/Page36:(,,)(,,)(,):(,,)()©SAP2008/Page37::©SAP2008/Page38©SAP2007/Page38AABB......©SAP2008/Page39SAPCRM–©SAP2008/Page40SAPCRMSAPCRMCRMCRMCRMWebClientUICRMCRMAABMSOutlookLotusNotesABCRMCRMB©SAP2008/Page4160%40%20%0%100%)90%)100%)10%FABCDECRMERP©SAP2008/Page42–(IPC)-,,,–ETOMTO©SAP2008/Page43©SAP2008/Page44SAPCRMSAPERPSAPCRMSAPERP©SAP2008/Page44©SAP2008/Page45–//©SAP2008/Page46SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page47//SAP©SAP2008/Page48SAPCRMSAPCRM:.©SAP2008/Page49662211335544©SAP2008/Page50SAPSAP(IBase,)SAPSRMSCMERPPLMCRMSAPNetWeaverSAPNetWeaver©SAP2008/Page51:SAPCRM240MRSSAPBOSAPPLMSAP©SAP2008/Page52()()ICC©SAP2008/Page53SAP,©SAP2008/Page54–““&““:://:/©SAP2008/Page55©SAP2007/Page55471138810250GBWindowsNT0140GBUNIXHD-98765HD-43210............-xyzSAPPISAPPI©SAP2008/Page56©SAP2008/Page56©SAP2008/Page56IBaseIBaseIBaseIBase::IBase©SAP2008/Page57MovefromproducttosolutionproviderUtilizetailor-madeservicepackagesEnsureaccurateforecastingofrevenueandrequiredservicesHandleincidentsaccordingtocontractualobligationsEnabletransparencyofperformanceandprofitabilityEnsurelong-termcustomerretentionSAP©SAP2008/Page5890095006300120011001ABCx2XYZx5WFx16WTx412“”©SAP2008/Page59SAP,©SAP2008/Page60SAPERPCRM7812312835443124334©SAP2008/Page61SAP…©SAP2007SAP//©SAP2008/Page62SAP/MRP????///ASN1)2)3)5)***)/a)b)©SAP2008/Page63SAP/360°©SAP2008/Page**CTI/IVR/e-mail:©SAP2008/Page65?-++-----?[e-mail]:::!:::?![e-mail]@[e-mail]+©SAP2008/Page66SAP©SAP2008/Page67©SAP2007/Page67756812/43©SAP2008/Page68©SAP2007/Page68Newsceenshot©SAP2008/Page69/Example:CorrectivemaintenanceFSEFSEFSEFSEtt!(SLA)123123©SAP2008/Page70SAPCS070.00LO021FOCCS060©SAP2008/Page71SAP©SAP2008/Page72©SAP2007/Page726**422331199557788(SLA)7x24©SAP2008/Page73©SAP2007/Page73SAPCRMSAPERP()()/©SAP2008/Page74SAP©SAP2008/Page75©SAP2008/Page76SLAsSAPSAPNetWeaver®BusinessObjects©SAP2008/Page77©SAP2008/DealerPortal/Page77¥–5©SAP2008/Page78–DowntimeinPercentofProductionHours0123456JulyAugustSeptemberOctoberNovemberDecember403000415000615000©SAP2008/Page79SAP©SAP2008/Page80©SAP2007/Page80SAPCRMSAPERP()()/©SAP2008/Page81SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page82©SAP2008/Page82E-MailIVRITSAPCRM–©SAP2007/Page82E-mail©SAP2008/Page83(ANI)DNISIVRERMSWeb/Web©SAP2008/Page84ICI:ICIWebXML/SOAPSAPCRMPBX/ACD…ICI©SAP2008/Page85ICWebClient©SAP2008/Page86©SAP2008/Page87…SAPCRMSAPBCM)SAPBCM)SAPCRM/SMS//…©SAP2008/Page88SAPCRMSAPSAPBCM©SAP2008/Page89SAPSAPCRMSAPSAPCRMSAPBCMSAPCRMSAPBW/…SAPBCMSAPCRMsIVR,AdministrationPresenceLogging©SAP2008/Page90SAPSLACTI©SAP2008/Page91,.,,.,,©SAP2008/Page92©SAP2007/Page92©SAP2008/Page93©SAP2007/Page93©SAP2008/Page94©SAP2008/Page95SAPBCMCRM360°©SAP2008/Page96SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page97CIC.../SAPCRM–©SAP2008/Page98SAPSAPCRM,.100©SAP2008/Page99©SAP2008/Page99©SAP2008/Page100©SAP2008/Page101SAPCRM1)SAPCRM2)3)4)5)6)7)SAPCRM©SAP2008/Page102SAP1.SAP©SAP2008/Page1032.SAPCRMNetweaverSAPSAPERPFICO,MM,PP,SD,PS)Netweaver©SAP2008/Page1043.SAPCRMSAPBISAPBusinessObjects©SAP2008/Page1054.SAPNetWeaverSAPCRM()/AdobeMICROSOFTSAPCRMAdobe©SAP2008/Page106©SAP2008/Page107PDFAdobeReaderUserHandlingemail…...AdobeReader...PDF©SAP2008/Page108SAPCRMBlackBerry©SAP2008/Page108,,©SAP2008/Page109VisualEditor–©SAP2008/Page110©SAP2007/Page110©SAP2008/Page111SAPSAP©SAP2008/Page112©SAP2007/Page112eMail:[e-mail]©SAP2008/Page113©SAP2007/Page113SAPCRM-Roll-OutMap(RKT)