SFA -
CRM (Sales Force Automation, SFA). :
1. ;
2. ( );
3. ( , );
4. ( , );
5. ( );
6. ;
7. ( );
8. ;
9. ;
10. ;
11. ( );
12. ( , , , ).
SFA sales-, . , .
-
CRM- SFA- (Marketing Automation, MA). :
1. ( , , , , );
2. ( );
3. ( );
4. ;
5. ( , ).
, , . MA- SFA- .
1. . . , .
|
|
CSA, CSS -
(Customer Service Automation & Support, CSA/CSS) ,
, , .
, . CSS , , :
1. ( );
2. ( );
3. ( , , , .);
4. (
- );
5. ( );
6. .
CSS . SFA , , (cross-sell) (up-sell).
2. , ,
UPS (http://www.ups.com), FedEx, . Web- , , , , ..
:
1. ;
2. ERP ( -, , );
3. ( , , );
4. ( B2B B2C EDI, Web- );
5. ( , ).
Call- , -
Call- , , , , .
all- - , .
, Call-, . Call- , , , , , SMS ..
call- call- . , , - (Contact Center).
|
|
- 24 . . , , , .
- ( [ 2001]):
1. , ;
2. , ;
3. , ;
4. .
FSM -
Field Service Management (FSM) - . , , .
FSM , , , ( ), .
PRM -
PRM (Partner Relationship Management, )
- , , .
.
. : , .
PRM- - , - .
PRM-:
1. PRM- , . , .
2. PRM- , - , , , .
3. PRM- ( , , ).
4. PRM- .
PRM-:
1. PRM- .
2. -, PRM-, , .
|
|
3. PRM- , , . , , .
HelpDesk -
CRM- - , - , , .
CSRP
CSRP (customer synchronized resource planning, , ), . , , , , , .
CSRP , , , .
: ,
, , , . , , .