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用友CRM中英文介绍

资料来源:用友官网 发表时间:2014-03-26 12:27 浏览量:

用友CRM产品介绍
UFIDA CRM products
 

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用友CRM产品介绍
UFIDA CRM products
  一、360度的客户信息整合——让客户资产有形化、企业化
  • Customer information integration, 360 degree -- let the customer asset tangibility, enterprise
 
客户关系管理的第一需求就是对客户信息的集中管理和共享利用,即客户资源的企业化管理,避免因业务调整或人员变动造成的客户资源流失和客户管理盲区的产生;更重要是可以通过完善的客户信息来支持不同业务角色面向客户的工作,实现客户信息在企业内部充分共享利用,提高面向客户的工作有效性和效率,从而全面提升客户的满意度
The sharing and use of customer relationship management is the first requirement of customer information management, customer resource management, avoid due to business adjustment or personnel changes in customer resource and customer management blind; it is more important to support different business roles of customer oriented work through the improvement of the customer information, realization of customer information in the enterprise fully shared utilization, improve work efficiency and client oriented and efficiency, so as to enhance customer satisfaction comprehensive
  1.全面整合客户的动态业务信息
  1. fully integrated customer dynamic traffic information
  客户信息是动态、多角度的,除了基本的静态信息和联系人信息外,还包括客户需求信息、联系历史、交易过程、价值信息等;
Customer information is dynamic, multi angle, in addition to the static information and contacts the basic information, including the customer demand information, contact history, the transaction process, the value of information;
  2.融合多种沟通渠道,充分共享客户沟通动态信息
  2. The integration of a variety of communication channels, fully sharing client communication dynamic information
  用友TurboCRM整合了多种客户接触手段,包括:Web、E-mail、手机短信、PDA、电话、传真等,可设置相应模版,自动完成批量的客户沟通,同时可自动归档客户接触信息。
  Including UFIDA TurboCRM integration of a variety of customer contact means,: Web, E-mail, mobile phone short message, PDA, telephone, fax, to set the corresponding template, automatic completion of mass communication, at the same time, automatic archiving customer contact information.
  3.客户关系全景透视
  3. Customer relationship panoramic perspective
客户关系图:客户与客户之间可能是上下级单位,也可能是产业链或决策链中的关联单位,系统可以自动绘制出客户关系图,通过一个单位可以查找到所有的关联单位,有效帮助企业进行关联销售和进行关联客户管理;
Customer relational graph: possible between clients and as subordinate units, may also be associated company of industry chain or decision-making chain, the system can automatically draw the customer relationship graph, by means of a unit to find the correlation unit all, effectively help enterprises related sales and related customer management;
联系人关系图:根据联系人的上下级关系、影响力可以绘制出多维的联系人关系图,使企业能够清楚客户联系人之间的关系及影响度,极大方便业务开展;
The contact relation graph: according to the contact relationship between superior and subordinate, influence can draw the multidimensional relation graph, so that enterprises can clear the customer contacts and influence degree, greatly facilitate the business;
项目决策树:一个客户可能会有多个项目同时展开,每个项目的决策关系不尽相同,系统可以根据不同项目联系人的关系影响自动绘制出项目决策树,帮助企业更有效地推进项目。
The contact relation graph: according to the contact relationship between superior and subordinate, influence can draw the multidimensional relation graph, so that enterprises can clear the customer contacts and influence degree, greatly facilitate the business;
  4.客户生命周期管理
  4.customer life cycle management
客户是企业的核心资源,企业的各项工作都是围绕客户生命周期的推进来开展的。如市场环节主要是解决机会客户的获取,销售环节是推动机会客户成为签约客户,服务环节则是使签约客户成为最终用户,同时挖掘新的销售可能。因此全面的客户生命周期管理可以说是从客户的角度重新诠释企业的业务全过程。
 Customer is the core resource of the enterprise, the enterprise is focus on customer lifecycle to carry out the. If the market is mainly to solve the link access customers, sales is to promote the customer the opportunity to become contract customers, service links is to make the contract customers become the final user, while mining sales. Therefore, management of customer life cycle comprehensive can be said to be the whole process of re interpretation of the enterprise from the customer's perspective of business.
 
二、量化的客户价值管理——推动客户持续升值
 二、Customer value management quantification -- promote customers continued appreciation
1.全方位价值评估
1. A full range of value evaluation
  根据著名的帕雷托分布理论,企业80%的利润往往来自20%的客户。所以企业需要识别出自己的价值客户,并给予相应的重视,将企业有限的资源投向更有价值的客户身上,而非平均、泛泛的投放。用友TurboCRM的客户价值评估功能可以综合客户的特征、交易情况、财务贡献、联络状况等四个方面100多项指标,如:客户的规模、行业、交易额、利润贡献、服务情况等指标,综合评估客户的价值,帮助企业找出对企业价值较大的客户群,为企业采取有针对性的营销服务政策提供量化的决策支持。
According to Pareto's famous theory of distribution, 80% of the profits of enterprises are often from 20% of the customers. So enterprises need to recognize the value of their clients, and give the corresponding attention, the enterprise limited resources to the more valuable customers, on average, than the general. Customer value evaluation function UFIDA TurboCRM four features, comprehensive customer transactions, financial contribution, contact conditions 100 indicators, such as: customer size, industry, trade, the profit contribution, service and other indicators, comprehensive evaluation of customer value, help enterprises to find the value of enterprises bigger customers the group, for the enterprise to take targeted marketing service policy to provide quantitative decision support.
 2.价值挖掘及提升
 2.And to enhance the value of mining
向上销售:即为追加销售是提升客户盈利能力的一种重要方法,是指向顾客销售某一产品的有补充、加强或者升级作用的关联产品。
Up selling: is the additional sales is an important method of improving customer profitability, is the point of customer sales of a product is added, strengthen or related product upgrading effect.
交叉销售:是提升客户盈利能力的另一种重要方法。交叉销售是一种发现顾客多种需求,并向其销售多种相关服务或产品的营销方式。这一方式最重要的是必须分析出该客户的购买特征,进而推荐符合这些特征的产品及服务,以便于从横向角度开发产品市场。
Up selling: is the additional sales is an important method of improving customer profitability, is the point of customer sales of a product is added, strengthen or related product upgrading effect.
重复销售:每种产品都是有生命周期的,每个客户也都有交易的规律,掌握这两方面的数据就可以主动的促进产品销售。
Repeat sales: each product is the life cycle, each customer has a trading rule, grasp the two aspects of the data can take the initiative to promote the product sales.
三、拓展营销手段――网罗天下商机
三、 Expand marketing means -- Wangluo opportunities
用友TurboCRM基于在中国CRM市场的长期实践经验,采用创新营销方法,整合多种网络营销工具,通过主动营销、互动营销和效果营销,多手段多角度帮助企业有效获取商机、提升营销能力,让企业清楚知道每次营销活动的效果,找到最合、最有效的营销手段,实现用最低成本获取更多有效商机的营销目标。
UFIDA TurboCRM long-term practical experience in China based CRM market, using innovative marketing methods, the integration of a variety of network marketing tools, marketing through active marketing, interactive marketing and the effect of multi angle, multi means to help enterprises effectively obtain the business opportunities, marketing ability, let the enterprise know every time the effectiveness of marketing activities, find the most suitable, the most effective marketing means, to achieve the lowest cost of getting more effective business marketing objectives.
 
1.主动营销
1.Active marketing
搜索营销:系统整合Google、Baidu、Yahoo等多种常用搜索竞价排名系统,关键字与CRM线索关键字段进行对照分析,让竞价排名投入更加精准,使更多的点击变成商机。
Search marketing: system integrated with Google, Baidu, Yahoo and other popular search keywords and PPC system, CRM cue key fields were analyzed, let PPC input more accurate, more clicks into business opportunities.
邮件营销:EDM营销不是简单地发送普通邮件,而是面向企业的目标客户开始一个长期的、持续的、个性化的、一对一的基于电子邮件的营销活动;
Email marketing: EDM marketing is not simply send ordinary mail, but for the enterprise target customers began a long-term, sustained, personalized, one to one marketing activities based on email;
短信营销:伴随中国移动通讯产业的高速发展和手机的普及,短信营销已经成为最直接、最高效的营销手段之一。
SMS marketing: with the popularity of high-speed development of China Mobile communication industry and mobile phone, SMS marketing has become one of the most direct, the most effective means of marketing.
2.互动营销
2. Interactive marketing
网站营销:紧紧抓住浏览网站的机会客户。
Website marketing: seize the opportunity of customers browse the site.  
网络会议营销:以最低的成本和投入,将市场活动的空间无限延伸。
Network marketing: the lowest cost and investment, the market space of unlimited extension.
 
  市场活动管理:通过对市场活动的进度、状况、预算控制环节等进行实时管理,使市场活动更加顺畅、高效。
  Marketing Management: real-time management based on market activity schedule, status, budget control link, make the market more efficient and smooth
3.效果营销
3. Effect of marketing
市场营销核心目的是用最低的成本,帮助企业获取更多的商机。因此,企业需要通过量化的评估手段来衡量每次营销活动的效果,并建立持继的市场策略评价及优化机制。
Marketing core purpose is to use the lowest cost, help the enterprise to gain more business opportunities. Therefore, the enterprise needs to weigh each marketing activities through the quantitative evaluation methods, and establish the following marketing strategy evaluation and optimization mechanism.
四、精细化的销售行为及过程管理――让一切尽在掌控中
四、Sales of fine and process management -- let everything is under control
  中国企业当前面对的是一个全球经济一体化、竞争激烈的市场环境,以往只关注结果的销售管理模式已很难适应企业快速发展的需要,为确保目标的顺利实现,企业需要建立一套结果与过程并重的销售管理体系和方法。通过系统的方法和工具来指导和规范销售人员的日常行为,动态掌握和控制销售的过程,从而保障销售目标的达成。
  In the face of China enterprise current is one of the global economic integration, the fierce competition in the market environment, marketing management focus on the results have been very difficult to adapt to the needs of the rapid development of enterprises, to ensure the smooth realization of the goal, enterprises need to sales management system and method and to establish a set of results and process. Through the methods and tools of the system to guide and standardize the sales staff's daily behavior, dynamic control and process control to ensure sales, a sales target.
1,全方位的计划制定及分析
1,The formulation and analysis of comprehensive planning
  多维度的计划制定:用友TurboCRM支持从客户、产品、部门、员工等多个维度制订多维的销售计划,满足不同业务部门人员计划管理的要求。
  Multi dimension plan: UFIDA TurboCRM support for multidimensional sales plan from many dimensions of customer, product, departments, employees, satisfy the personnel management of different business requirements.
动态的计划执行对比分析:随时根据制订的计划动态对比销售计划的完成情况,改变管理信息滞后于财务信息,财务信息滞后于业务信息的状况。
Comparative analysis of dynamic plan execution: at any time according to plan dynamic contrast sales plan, change management information lags behind the financial information, financial information lags behind the situation of business information.
 
2.以客户为中心的销售过程透视管理
2. Management of the sales process perspective to customers as the center
 
完整的销售过程管控:用友TurboCRM系统提供从销售机会设置、进度安排、资源计划、执行控制、费用管理、团队协同到项目分析和知识管理的全程销售项目管机制。使销售推进过程更有效,机会主线更清晰,信息可追溯,控制更严谨。
高效的销售团队协同:用友TurboCRM可以针对每个销售机会建立虚拟的销售团队,团队成员之员通过系统可以充分共享销售项目推进过程中的动态信息。团队负责人可以通过系统检查销售人员跟踪过程的所有信息,当销售项目出现风险时可及时发现;另外,销售人员工作调动或离职的时候,可以确保接手人员能够全面了解过去的联络过程,客户的反馈,将人员变动可能带来的损失减少到最小。
Control sales process complete: UFIDA TurboCRM system provides a setting, scheduling, resource planning, execution and control, cost management, the whole sales team to project analysis and knowledge management system from the sales opportunity. To promote the sales process more efficient, the opportunity to line more clearly, the information can be traced, more strict control.
高效的销售团队协同:用友TurboCRM可以针对每个销售机会建立虚拟的销售团队,团队成员之员通过系统可以充分共享销售项目推进过程中的动态信息。团队负责人可以通过系统检查销售人员跟踪过程的所有信息,当销售项目出现风险时可及时发现;另外,销售人员工作调动或离职的时候,可以确保接手人员能够全面了解过去的联络过程,客户的反馈,将人员变动可能带来的损失减少到最小。
High efficient sales team: UFIDA TurboCRM to establish virtual sales team for each sales opportunities, team members who can dynamically full information sharing sales project to promote the process of the system. Team leader can all information tracking system is examined by the sales staff, when risk appears sales projects can be found in time; in addition, the sales staff mobility or departure time, can ensure that the personnel can fully understand the contact process over the past, customer feedback, the personnel changes may reduce losses to a minimum.
  可视化的工作流程指导:专门为使用者设计直观的工作流程图示,实现对销售人员日常行为的提示和指导。同时,可以将有价值的销售过程信息转入知识库,便于销售团队内部的知识共享,帮助新员工快速提升销售能力。
  Control sales process complete: UFIDA TurboCRM system provides a set schedule, visualization, from the sales opportunity work processes to guide: specifically for the user design workflow intuitive, the daily sales tips and guidance. At the same time, the sales process information into knowledge base can be valuable for the sales team, internal knowledge sharing, to help new employees quickly improve sales capability.
3.动态、量化的销售预测分析
3. Prediction and analysis of dynamic, quantitative sales
用友TurboCRM销售漏斗能够让销售管理人员随时知道销售项目的状态,可透视各个正在追踪的项目进展情况,有效地安排和协调公司资源,提高销售项目赢单的可能性;
  UFIDA TurboCRM sales funnel can make the sales management staff to know the sales project status, can penetrate all are tracking the progress of the project, effectively organize and coordinate the company resource, improve sales project won the possibility of;
五、抓住服务效率、成本、质量――促进客户再销售
五、Seize the service efficiency, cost, quality -- to promote customer and sales
在竞争日趋激烈的市场环境中,服务已经成为企业竞争的一种重要手段。今天,服务管理已经超越了传统售后服务的理解范畴,服务的形式和内容发生了巨大的变化,从被动式的响应服务更多的变为主动服务,从为所有客户提供同样标准的服务变为差异化和个性化的服务,从单纯的售后服务,逐步转变为销售服务一体化,为满足这种变化对企业管理提出的要求,用友TurboCRM服务管理通过客户资产管理、服务请求、服务队列、服务工单、服务计划的全面管理,帮助企业实现高效、低成本、高质量为客户服务的同时,通过主动服务促进客户的再销售,提升客户满意度和企业盈利能力。
  In the increasingly fierce market competition environment, the service has become an important means of enterprise competition. Today, service management has gone beyond the traditional understanding after sale service, great changes have taken place in the form of services and content, from passive response to service more into active service, from the same standard for all customer service to differentiated and personalized service, from simple after sale service, gradually transformed into sales and service integration of enterprise management, put forward to meet the change request, comprehensive management of UFIDA TurboCRM service management by the customer asset management, service request, service queue, service job, service projects, help enterprises to achieve high efficiency, low cost, high quality services to customers at the same time, and then sales by active service for our customers profitability, enhance customer satisfaction and enterprise.
1.提升服务效率降低服务成本
1. To improve the service efficiency and reduce the cost of service
  客户资产管理:为满足高价值产品在销售完成后可能涉及后续较长服务周期的精细服务管理需要,用友TurboCRM设计了客户资产管理功能,可对客户资产档案、资产服务历史、关键构件服务细节以及历次服务过程等关键信息进行记录和管理,实现客户资产全生命周期管理。
  Customer asset management: in order to meet the high value products may be involved in the follow-up longer service period in sales after the completion of the fine service management needs, UFIDA TurboCRM designed the customer asset management function, the customer asset files, asset service history, key component key information service details and previous service process were recorded and management, realization of customer asset life cycle management.
  服务请求管理:可以全面管理服务请求相关的客户信息、相关客户资产(在用产品)、联系人、相关员工、行动记录等,通过服务请求的流程设定功能,结合服务工单及行动管理机制,使服务请求的响应效率更加高效。
Service request management: comprehensive management service request the relevant customer information, customer assets (in), contacts, staff, operation record, set by the service request process, combined with the service work order and operation management mechanism, the response efficiency of the service request is more efficient.
服务队列管理:服务队列是一个抽象的对象,当服务请求或服务计划生成后,会根据请求/计划的优先级进入不同的队列,每个队列可指定不同的服务团队负责,根据客户、请求/计划的内容合理分配服务资源,确保服务的效率和质量。
The service queue management: the service queue is an abstract object, when a service request or service plan generation, according to the request / plan priority into different queues, each queue can be specified service team responsible for the different, according to the customer request / plan content, reasonable allocation of service resources, to ensure the efficiency and quality of service.
  服务工单管理:不仅具有服务请求管理的全部功能,还可以支持对现场服务可能产生的费用、服务工时、维修配件等业务信息进行有效管理。同时,服务工单中的流程管理思想,可帮助企业实现服务精细化的管理,以及对服务过程产生的成本有效控制。
  Service work order management: not only has the service request all management functions, can also support on site service charges, service time, repair and accessories business information for effective management. At the same time, the service industry in the process management idea, can help the enterprise to realize the service refinement of management, effective control and the cost of the service process.
2.个性化的主动服务促进客户再销售
2.Active service personalized customer and sales promotion
主动服务计划:支持根据客户资产(在用产品)、订单、客户特征、联系人、服务工单等维度,设计组合条件批量挖掘生成主动服务计划,通过现场服务或呼叫中心等非现场的服务手段对客户进行主动服务关怀,在提高客户满意度的同时,还可以挖掘出新的销售机会促进客户再销售。
  Active service support plan: according to customer assets (in), order, customer characteristics, contacts, service work such as single dimension, design of combined batch mining conditions generate active service plan, through on-site service or call center off-site service means for active service in customer care, improve customer satisfaction at the same time, can also find new sales opportunities to promote customer and sales.
                                           作者:曹華龍 

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