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CRM 2.0 透過資訊科技以提升客戶關係管理質素 莫乃光 香港互聯網協會 2008.07.16
Web 2.0 核心概念是互動與分享,所有的網路行為,都可用「互動、分享」的概念來作詮釋。 將 Web 作為平臺 駕馭群體智慧 資料將變成未來的「 Intel Inside 」 軟體不斷發行與升級的循環將會終結(“永久的 Beta 版”) 輕量型程序設計模型 通過內容和服務的聯合使輕量的業務模型可行 軟件執行將跨越單一設備 豐富的使用者體驗 分享和參與的架構 所驅動的網絡效應 通過帶動分散的、獨立的開發者把各個系統和網站組合形成大彙集的改革 拉動長尾的能力 快速的反應與功能新增 雙向的互動
Logos of Web 2.0
CRM 2.0 用 Web2.0  重新定義客戶關係管理 知名 CRM 顧問提出 CRM2.0 概念 CRM 2.0 is a philosophy and strategy for collaboration with customers through the provision of tools, technology, processes, culture, products and services, with an eye to providing experiences that will create appropriate value for all parties involved. CRM2.0 是以客戶為主的社群網絡 (social networking)  平台 企業隱藏在後台,  CRM2.0 前台看不到業務專員經營客戶 沒有客服人員服務客戶,關係都是客戶自行經營出來的 關係的建立則是透過搜尋、標籤 (tag) 、串聯、推薦 (Digg it)  、投票、評價、戳一下 (Poke) 等 Web2.0 的互動
CRM 2.0 沒有企業的主導,一切回歸客戶主體,由客戶自行作主 CRM2.0 是 CRM 加上 Web2.0 Salesforce.com 和 Facebook 的結合體  --  www.TheFaceForce.com   業務員在查詢 Salesforce.com 的聯絡人 ( 客戶資料 ) ,或維護 銷售線索 (Leads) 時,可以連 結到該客戶的 Facebook 帳戶
YouTube
What is it all about? http://youtube.com/watch?v=NPLNlEnZ0sM
Politics CRM 2.0
Spam! http://www.youtube.com/watch?v=cFrtpT1mKy8
E-Marketing 搜尋器優化  (Search engine optimization)‏ 電郵通訊及宣傳 MessageLabs:  香港 85% 的電郵是垃圾  (spams)  「非應邀電子訊息條例」 antispam.gov.hk Opt-in vs. opt-out
Thank you! Charles Mok Internet Society Hong Kong [email_address]   http://www.isoc.hk   http://charlesmok.blogspot.com/ http://www.it360.hk

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CRM 2.0 透過資訊科技以提升客戶關係管理質素

  • 1. CRM 2.0 透過資訊科技以提升客戶關係管理質素 莫乃光 香港互聯網協會 2008.07.16
  • 2. Web 2.0 核心概念是互動與分享,所有的網路行為,都可用「互動、分享」的概念來作詮釋。 將 Web 作為平臺 駕馭群體智慧 資料將變成未來的「 Intel Inside 」 軟體不斷發行與升級的循環將會終結(“永久的 Beta 版”) 輕量型程序設計模型 通過內容和服務的聯合使輕量的業務模型可行 軟件執行將跨越單一設備 豐富的使用者體驗 分享和參與的架構 所驅動的網絡效應 通過帶動分散的、獨立的開發者把各個系統和網站組合形成大彙集的改革 拉動長尾的能力 快速的反應與功能新增 雙向的互動
  • 4. CRM 2.0 用 Web2.0 重新定義客戶關係管理 知名 CRM 顧問提出 CRM2.0 概念 CRM 2.0 is a philosophy and strategy for collaboration with customers through the provision of tools, technology, processes, culture, products and services, with an eye to providing experiences that will create appropriate value for all parties involved. CRM2.0 是以客戶為主的社群網絡 (social networking) 平台 企業隱藏在後台, CRM2.0 前台看不到業務專員經營客戶 沒有客服人員服務客戶,關係都是客戶自行經營出來的 關係的建立則是透過搜尋、標籤 (tag) 、串聯、推薦 (Digg it) 、投票、評價、戳一下 (Poke) 等 Web2.0 的互動
  • 5. CRM 2.0 沒有企業的主導,一切回歸客戶主體,由客戶自行作主 CRM2.0 是 CRM 加上 Web2.0 Salesforce.com 和 Facebook 的結合體 -- www.TheFaceForce.com 業務員在查詢 Salesforce.com 的聯絡人 ( 客戶資料 ) ,或維護 銷售線索 (Leads) 時,可以連 結到該客戶的 Facebook 帳戶
  • 7. What is it all about? http://youtube.com/watch?v=NPLNlEnZ0sM
  • 10. E-Marketing 搜尋器優化 (Search engine optimization)‏ 電郵通訊及宣傳 MessageLabs: 香港 85% 的電郵是垃圾 (spams) 「非應邀電子訊息條例」 antispam.gov.hk Opt-in vs. opt-out
  • 11. Thank you! Charles Mok Internet Society Hong Kong [email_address] http://www.isoc.hk http://charlesmok.blogspot.com/ http://www.it360.hk