Customer Relationship Management ECRM

1

• ????? ?????? ????? ???
• ????? ????? ???????? ?? ???????
• Customer Relationship ManagementE-CRM
• ????? ??????? ???? ??? ????? ?????.
• ????? ???? ?????.

2
???? ?????

• ?????.
• ????? ???????.
• ??????? ????????.
• ??? ?????? ????? ?? ???????.
• ????? ????? ???????? ?? ??????? CRM.
• ????? E-CRM.
• ??????? ???????? ????? E-CRM.
• ??????? ?????? ?? E-CRM.
• ???? ????????.
• ????? ???????.

3
?????

• ??? ???? ???????? ??? ???????? ????? ?? ???
  ???????.
• ??? ???? ?? ???? ??? ?????????? ?? ????? ???
  ???? ????? (???????).
• ??? ?? ???? ????? ??????? ???? ?? ???? ????????
  ???? ??????????.
• ?? ?????? ?? ???? ?? ????? ?? ????? ??? ????
  ???? ?? ??? ?????? ??????? ??????? ????????
  ????????? ???? ???? ???? ???????? ??????? ????
  ???? ??? ????? ???? ????? ?????? ???? ???????
  ????????? ?????? ?????? ????? ??? ???????
  ???????? ???? ??????? ?? ?? ????? ??????? ??
  ?????.
• ??? ??? ???? ????? ????? ?????? ??????? CRM.

4
????? ???????

• ??? ???????
• ????? ? ????? ????? ??? ????? ????? ???????? ??
  ??????? CRM.
• ????? ?? ???????
• ???? ?????? ?????? ?????? ??? ?????? ???????? ??
  ??????? ??? ????? CRM customer relationship
  management ??? ????? ?????? ??????? ????????
  ??????????? ????????? ??? ?????? ????? ??????? ??
  ??? ?? ???? ???? ??? ?? ????? ????? ????? ???
  ???? ???? ???? ????????? ??????????? ????????
  ?????????? ??????.
• ???? ???????
• Web based

5
??????? ????????

• ??????? ???????? ???? ??? ??????
• 4 Ps
• Product ????? ????????
• Price ????? ???????
• Place ????? ???????
• Promotion ????? ???????

6
??? ?????? ????? ??????? ???? ??? ??????Customer.

• 4 Cs
• Customer needs and wants ????????
  ???????? ??????
• Cost to the Customer ??????
  ??????? ??????
• Convenience
• ????????
• Communication ???????
  

7
????? ????? ??????? ?? ??????CRM.

• ?? ?????? ???? ?????? ??????? ?? ???? ?????? ??
  ???? ??????? ??? ???? ???? ?????
• ????? ?????? ??? ??????.
• ???????? ???????.
• ?????? ??? ???? ?????? ?????? ?????.
• ??? ?????? ????? ?????.

8
????? ???????

• ???? ?????? CRM ?? ??????????, ?????? ?? ???????
  ???? ??? ???? Customer Information System (CIS) .
  ???? ??? ????????? ?????? ????? ????? ??????
  ?????? ????? ?? ???????? ???????? ????? ?? ?????
  ?????? ??????? ?????? ??? ???????? ????????.
  ?????? ??? ??? ????? ??? ????? ????
• Contact Management, Sales Force Automation (SFA),
  
• Call Center, Customer Contact Center (CCC).
• ????? ??? ????????? ????? ????? ???? ??????? ??
  ???? ????? ?????? ???????, ????????, ???????,
  ???? ???????... ??????.
• ??? ?? ???? ??? ??????? ?????? ????? ???? ????
  ?????? CRM ?????? ??? ??????? ?? ????? ?????????
  ????? ??? ???????.

9
????1 ????? E-CRM

• ????? ??????? ??????????? ??????? ??????? ?????
  ?? ???? ???????????? ?????? ??????? ?? ???????
  ???? ???? ??? ??? ?? ???????? ?? ?????? ????????
  ?????? ?????? ??????? ???????? ??? ??????
  ???????? ?????? ????? ??????? ???? ???????? ???
  ??????? ????.
• ???? ?????? ?????? ?? ????? ??? ???? ??? ?? ?????
  ??????? ???????? ???????? ?????? ??? ??? ????????
  ??? ???? ???? ???? ????? ?? ??????? ??? ????????
  ??? ?? ?????? ?? ??????? ?????? ????? ?????? ???
  ?? ????? ??? ????? ?????? ??????? ?????????? ???
  ???? ?? ???? ?????? ???????? ????? ?????? ???
  ???? ???? ?????? ??????? ????????? ????????? .

10

• ??????? ???????? ?????
• E- CRM

11
????? ????? ????????

• ??? ????? ??????? CRM ??? ????? ????? ?????? ????
  ???? ??? ????? ?????? ?? ????
• ????? ?????? ??? ??? ????? ?? ???????? ???? ????
  ????? ??? ????? ???? ????????.
• ?????? ??? ????? ???? ????? ????? ?? ??? ????????
  ?????? ???? ????????? ?? ?? ???? ?? ????.
• ?????? ??? ??? ??????? ????????? ??? ?????? ????
  ???? ????? ??????.

12
?????? ????? ??????? ?????????

• ????? ????? CRM ????? ???????? ???????? ??
  ??????? ??? ??? ??????????? ????? ????????
  ???????? ??????? ??????? ???? ??????? ??? ??????
  ?????? ???????? ???????? ?? ????
• ????? ??? ????? ????? ?? ????? ???? ????????.
• ????? ??????? ????????.
• ???????? ?? ????? ????? ?? ???? ?????? .
• ????? ??? ????? ?????? ????? ?????? ?????? ??
  ???? ??????? ???? ?? ????? ??? ????? ?? ??? ?????
  ??? .
• ?????? ??? ?????? ????????? ?????????? ????????
  ???????? ???? ?? ??????? ????? ?? ??? ???????.
• ??? ????? ????????? ???? ????? ????????.

13
?????? ????? ?????

• ?? ????? ???? ?? ????? ??? ?? ????? ????? CRM
  ??? ????? ??? ???????? ?? ???????? ???????? ???
  ?? ????? ??? ?????? ?? ?????? ????? ?? ????
• ????? ???????? ??????? ???? ????? ?????? ??? ???
  ??? ?? ????? ???? ?????.
• ????? ???????? ?? ??????? ?? ??? ????? ????
  ?????.
• ????? ?????? ??? ??? ?? ????? ???????? .
• ????? ????? ??? ???????? ?? ??? ????????
  ????????.
• ????? ???????? ????????? ??????? ??????? ???????
  ??? ???? ??????.

14
?????? ????????

• ?? ??????? ???? ??? ??????? ? ???? ???? ??
  ??????? ??????? ???????? ?????? ???? ???. ???
  ????? ??????? ???????
• ???????????.
• ???? ???????.
• ????? ?????.
• ????????.
• ????????.
• ????? ???????.

15
?????? ???? ???????

• ????? ????? CRM ??????? ??? ?????? ??? ??????? ??
  ???? ????? ???? ?????? ??? ???? ??? ???????
  ???????
• ???????? ???????? ???? ??? ?? ??????? ??????
  ?????? ??? ????.
• ?????? ??? ????????? ?????? ????????? ???? ??????
  ??????? ??? ????? ??? ?? ????? ?????? ?????? ????
  ??????? ??? ?????? ?????? ??????.
• ????? ????? ??????? ???????? ??????? ???? ???? ??
  ????? ????? ?????? ???????? ????? ?? ???? ?????
  ??? ??????.

16
?????? ????? ???????? ?????? ????????

• ???? ????? CRM ?????? ??????? ?????? ????????
  ??? ???? ???????? ?????? ?????? ??? ????????
  ?????? ????? ?? ?????? ????? ?? ????
• ?????? ??? ???????? ??????? ???? ?????? ??????
  ??????? ?????? ????????? ???????? ????????
  ??????? ??????.
• ????? ???????? ?? ???? ?????? ?? ??? ?? ????????
  ??? ????? ?? ???? "???? ????????" ?????? ???????.
  
• ??????? ?????? ??? ?????? ????? ??????? ????????.
• ??????? ??? ?? ????? ???????? ?? ???? ?????? ???
  ??????.

17
?????

• ???? ?? ???? ?? ???? ????? ??? CRM ????? ??
• ????? ????.
• ??????? ???? ?? ?????.
• ??????? ??????.
• ????? ???? ??????? ???? ???? ?? ??????? ???
  ???????? ?? ???????? ??? ????? ?????? ????????.
• ?????

18

• ???????(??????? ?????? ??????? ???????)

19
????????

• ?????
• ???????? Main Page.
• ??????? Calendar.
• ?????? ?????????? Emails.

20
???????

• ??? ??????? ???? ???? ????? ???????? ? ???? ?????
  ????????? ???????
• ??????? ???????? Campaigns.
• ??????? ???????? Leads.
• ???????? Accounts.
• ???? ??????? Contacts.
• ????????? Notes.
• ?????? ?????????? Emails.
• ??????? Calendar.

21
????????

• ?? ??????? ???? ??? ??????? ? ???? ???? ??
  ??????? ??????? ???????? ?????? ???? ???. ???
  ????? ??????? ???????
• ??????? ???????? Leads.
• ???????? Accounts.
• ???? ??????? Contacts.
• ??????????? Potential.
• ???? ??????? Quotes.
• ????? ????? Sell order.
• ???????? Invoices.
• ???????? Products.
• ????? ???????Price books.

22
????? ?????

• ????? ?????? ??????? ?? ?????? ? ???? ???
  ?????????? ???????? ? ???? ????? ??????? ???????
• ?????? ??????? Trouble Tickets.
• ??????? ?????? ?????? FAQs.
• ???????? Accounts.
• ???? ???????Contacts .
• ????????Products.
• ????????? Notes.
• ?????? ?????????? Emails.
• ??????? Calendars.

23
?????

• ???? ???? ???? ????? ???????? ? ????? ? ?????
  ?????? ????? ????? ??????? ???????
• ???????? Products.
• ???????? Vendors.
• ????? ??????? Price books.
• ????? ?????? Purchase Orders .
• ????? ????? Sales Orders.
• ???? ??????? Quotes.
• ?????? Invoices.

24
?????????

• ????? ????? ???????? ???????? ???????? ??????? ?
  ????
• ???????? Dashboards.
• ???????? Reports.

25
?????????

• ????? ???? ???? ????? ??? ??????
• ?????????? Users.
• ??????? Rules.
• ??????? ??????? Profiles.
• ??????? ?????? ??????? Shared Access.
• ?????? ?????? Fields Access.
• ??????? ?????? Audits.
• ??? ????? ???? ?????????? Users History.
• ???? ????? Custom Fields.
• ???? ???????? ???????.

26
???? ????????

• ????? ?????? ?????????? Email Templates .
• ?????? ??????.
• ?????? ?????? Outbox Server.
• ???? ????? ????????? Backup Server.
• ?????? ????????? Modules Owner.
• ??????? Currency.
• ???? ??????? Taxes.
• ???? ?????? proxy.
• ????????? Advertisements.

27
???? ????????

• ????? ??????? ???? ???? ?? ???? ???? ??? ???????
  ??? ????? ?? ???? ???? ????? ?? ????? ?????? ???
  ?????? ?? ??????? ?? ???? ????? ?????? ??
  ???????? ???
• ????? ???????.
• ????? ?????????.
• ???????.
• ???? ????? ???? ???? ?????? ?? ???????? ?? ????
  ?????????? ??? ????? ????? ???? ?? ???? ???????
  ?????? ???? ???????? ??? ?????? .

28
???? ???????

• ????? ???? ??????? ??????? ?? ??? ???????
• ??? ????? ??????? ?? ???????? ????????? ????????.
• ????? ??????? ??? ??????????.
• ????? ??? RSS.
• ????? ???? multi site ?????? ??? ????? ???.
• ????? ??????? ?????? ????? ?????.
• ????? ??? ???????? ????????.
• ????? ????????? ???????? ?? Outlook.
• ???????? ?????? ?????? ????? ??? ????? ??????.

29

• ???? ????????
• ?? ??????? ??????..