Содержание
- 2. Module Objectives After completing this module you should be able to: Describe Siebel Customer Relationship Management
- 3. Siebel Customer Relationship Management (CRM) Enables you to manage interactions with customers, partners, and employees Typically
- 4. Siebel CRM Applications Are available tailored for: Different types of customer, partner, or employee interactions and
- 5. Types of Siebel Enterprise Applications Employee applications Are used by internal employees Examples include: Siebel Call
- 6. Employee Application: Siebel Sales Siebel Sales may be used by a company’s sales representatives and managers
- 7. Employee Application: Siebel Call Center Siebel Call Center may be used by a company’s telesales and
- 8. Customer Application: Siebel eSales May be used by customers to purchase products over the Web Includes
- 9. Partner Application: Siebel Partner Portal May be used by a company’s partners to communicate, collaborate, and
- 10. Comparison of Siebel CRM Applications Siebel functionality is delivered as separate horizontal or vertical applications that:
- 11. Siebel User Interface (UI) Modes High Interactivity Mode Standard Interactivity Mode The Siebel UI is rendered
- 12. High Interactivity Mode Is available for employee applications, supporting highly interactive users Uses additional code, such
- 13. Standard Interactivity Mode Is available for customer and employee applications Designed to be less browser-dependent Behaves
- 14. Common Siebel Application Business Entities Siebel applications use common business entities A business entity is something
- 15. Common Siebel Business Components 0/7 Service Requests Contacts Opportunities Accounts Assets
- 16. Accounts Are businesses external to your company Represent a current or potential client, a business partner,
- 17. Contacts Are people with whom you do business Can be public or marked as personal Are
- 18. Opportunities Are potential revenue-generating events Have the following characteristics: A possible association with an account A
- 19. Service Requests Are requests from customers or prospects for information or assistance with your products or
- 20. Assets Are instances of purchased products Have the following characteristics: An asset number A product and
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