拜访客户--企业行动入口网站与客户关系管理方案

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1、Text (Arial 20),2nd level text (Arial 18),3rd level text (Arial 16),4th level text (Arial 14),Headline (Arial black 22pt.),SAP AG,2001,,,European SAP-Microsoft Congress 2001 (Sesar),,44,mySAP Mobile Workplace & CRM,,SAP,企業行動入口網站與客戶關係管理方案,,SAP Taiwan,,Agenda議程,SAPToday,,,,今日的SAP速寫,ValueProposition,SA

2、PMobile Business Portal,&,& Customer RelationshipManagement,CustomerReference,,Agenda議程,SAPToday,,,,今日的SAP速寫,ValueProposition,SAPMobile Business Portal,&,& Customer RelationshipManagement,CustomerReference,,SAPToday,SAPAG2000年的收,入,入:62.6 億,歐,歐元,世界第,三,三大獨,立,立軟體,供,供應商,企業應,用,用軟體,市,市場的,領,領導者,在120多個,國,國家

3、有13,500多,家,家用戶,安装了36,000,约1,000,,,,000個用户,不論公,司,司大小,都,都以用,戶,戶爲中,心,心,增加客,戶,戶滿意,度,度並增,強,強客戶,的,的信心,對SAP全球業,務,務的大,量,量投資,24,100,多,多名員,工,工 (2000年12月),SAPBEATsWALL,STREETEXPECTATION,!,!,Then WINNERofNEW,,,,,NEWECONOMY,!,!,,Gartner Ranks SAPEIPasNo,.,. 1,,SAPToLeadtheEnterprisePortalMarket,CREATE,ACQUIRE,PA

4、RTNER,TopTier,REACHOUTTOALLPEOPLE,SHAREDVISION,TECHNOLOGY,PEOPLE,-,-CENTRICSOLUTIONS,,SAPCreatesNewCompanySAPPortals,FocusingonEnterprise Portalsand Business Intelligence,> 1000customers,> 6millionusers,> 700employees,Firsttomarketwithcompletesolution,Vision,,Mission,Betheleadingglobalcompanydeliver

5、ing individualpeople-centricsolutions reaching allpeople,Createsuperiorvalueand acompetitiveadvantage fororganizations andtheiremployees,,,, partners,andcustomers,Empowered people collaborate effectively anywhere, on any task, at any time, as they want.,,Fullyownedsubsidiary of SAPAG,Headquarters,:,

6、: PaloAlto,CEO,:,: ShaiAgassi,,SAPAcquiresTopTier,TopTier,Thought-leadingenterpriseportalcompany,Headquartered in theUS,PatentedDrag &Relate andunificationplatform,SAPandTopTiera perfectfit,Complementary offering,Long-standing partnership withSAP,Keytechnologies alreadyintegralpartofSAPoffering,SAPP

7、ortals,Comprehensive enterpriseportal platform,Integratingallmajorapplications,Open partneringstrategy,TopTierexhibitsthemost vision…,Gartner,“,,SAPPartnerswithYahoo!,Yahoo!,185millionpeopleeachmonthworldwide,900millionhits perday,65,%,% business users,StrongestInternetbrand,SAPand Yahoo!ShareVision

8、and Mission,Focusonpeople,-,-centricsolutions,Peoplecollaboratemoreeasy &effectively,Reachouttoall business users,SAPand Yahoo!OfferOneJointSolution,Enterprise portalsolutionbyYahoo!andSAP,Platformandcontent,SAPPortalsdrivesjointdelivery,AvailableQ2,/,/2001,“,,Agenda議程,SAPToday,,,,今日的SAP速寫,ValueProp

9、osition,SAPMobile Business Portal,&,& Customer RelationshipManagement,CustomerReference,,Difference mySAP Workplace,&,& PublicExchanges,?,?,Marketplace,Enterprise Portal,Marketplace,Enterprise Portal,Marketplace,Enterprise,Portal,Vendors,Customers,,mySAPWorkplace,–,–E-Business Platform forBilateralC

10、ollaboration,Suppliers,Stakeholders,Partners,Customers,m :nrelationship,Intermediary,1 :n relationship,Company owned,Company,,WheredoEnterprise PortalsGo,?,?,Increasing,Business,Value,Simple,Web,Presence,Company,Information,Platform,Web,Application &,Information,Integration,Platform,Collaborative,e-

11、Business,Platform,mySAP Workplace,Enterprise PortalswillReplace theDesktop of Today,,,ValueCreationthrough Collaboration,Collaboration withextendedcommunity,IncreaseProductivity,Empower theemployees,Efficientlymanagethe supplychain,Fasterdecisions,Reducetime-to-market,Servecustomersbetter,Byundersta

12、nding andactingontherightissues,Webcontentmanagement,Businessintelligence,Usinga collaborationhub,Enterprise Portal,,Enterprise,Partner,Employee,Customers,Supplier,Revenue Generation,Cost Reduction,,Enterprise Portal:Doublingthe Productivity,218,%,%,100,%,%,Employee,SalesRepresentative,General Manag

13、er,Average TimeDifferencesin,%,%Duringthe LastRun,Time spent withoutenterpriseportal,Time savingduetoenterpriseportal,Time spent using enterpriseportal,175,%,%,100,%,%,238,%,%,100,%,%,118,%,%,75%,138,%,%,Reference,:,: UniversityofMannheim,,,, Prof,.,. Dr.FranzSteffens,,*Pleasenotethat thecostsarebas

14、edon22312usersworldwide overathreeyear period.,ofSAPPortalsenterprise portalsolutionatSAPper month anduser,Netsavings,Costs*,Savings,38€,355,€,€,317€,Enterprise PortalPays OffWithinit,’,’sFirstMonth,Expectedsavings at SAPexceed95million,€,€ peryear,,Agenda議程,SAPToday,,,,今日的SAP速寫,ValueProposition,SAP

15、Mobile Business Portal,&,& CustomersRelationshipManagement,CustomerReference,,mySAP.com电子商,务,务平台,mySAP技術,mySAP服務,,SAPMarkets*,mySAP工作台,Stakeholders,Customers,*SAPMarkets &CommerceOne jointlydeliverMarketSet,™,™,,Suppliers,Employees,Company,Partners,,,,產業解决方,案,案,mySAP财務,mySAP,人力资,源,源,mySAP,電子採購,mySAP

16、商業智能,mySAP供應鏈管理,mySAP,生產周期管,理,理,mySAP客户關係管理,,TheSequel to theInternetRevolution,Mobilebusinessisthe sequeltotheInternetrevolution.Everyonewill be connected.,0.1,1,10,100,1,000,1970,1960,1980,1990,2000,2010,2020,Earlyadopters,E-mail,TCP,/,/IP,HTML,E-commerce,XML,WAP,Everyone,Military,Universities,Spe

17、cialists,Internetusersinmillions,Users,,Company boundaries,mySAP.comWorkplace,Web,-,-Browser-Access,Workplace,industryspecific,role related,personalized,“Drag,&,& Relate”,INTERNET-BUSINESSFRAMEWORK,,,Market-,place,,Single,Sign-,on,,3.1H,R/34.6,FI,LO,HR,CRM,KM,B2B,SEM,APO,BW,CFM,mySAP.com,-,-Komponen

18、ten,open,Internet,standards,,R/2,Not,-,-mySAP,.,.com,,,,,Partner,,SAP,,internal,external,mySAP.com,-,-Internet,-,-Services,,,,OtherInternet-Services,,Cock-,pits,Non,-,-SAP Named Users,SAPNamedUsersinsidemySAP,.,.com,Potentiallynon,-,-SAPNamedUsers,Other,Systems,Legacy,-,-System,,ThePervasive Comput

19、ingWaves,handheld,smart,2001200220032004,invisible,,From thehandheldsofthe presenttothe invisiblesofthe future,– SAPisalwaysprepared,,Redefining EnterprisePortal Solutions,Enterprise PortalPlatformBusinessIntelligencePlatform,Open architectureOpendatawarehousingplatform,Java and,.,.Net supportXML-ba

20、sedmeta dataexchange,PortalbuilderOLAP,iViewtechnologyMulti,-,-dimensionalinformationmodels,Content managementWebandad,-,-hoc Reporting,Retrievaland classificationAnalytical Applicationsplatform,Unification,Role management,Platform,Content,Yahoo!,content,Generic,iViews,Business,Applica-,tions,Roles,

21、Worksets,,,, Cockpits,IndustrySolutionsSets,Unifiers,Reports,KPIs,,Business,content,Data,models,Supplier,Employee,Partner,Customer,People,,mySAPWorkplaceEnterprisePortal,,KeyCapabilities of aCompleteCRM Solution,,Who,Sales,Service,Marketing,Executives,What,Service,Transact,Fulfill,Engage,Customer,In

22、teraction,Cycle,Whichway,Internet,Mobile,Telephony,How,Operational,Collaborative,Analytical,Workplace,,Marketing,,Sales,,Service,,mySAP客戶關,係,係管理,解,解決方,案,案內建,主,主要功,能,能領域,Mobile Sales,Mobile Service,Telesales,Teleservice,Internet customer,self-service,Internet,sales,Internet,marketing,Campaign,Interne

23、t,Telephony,Mobile,Telemarketing,,MobileWorkplace –Rolesand Applications,HandheldService,MobileProcurement,HandheldSales,TravelExpenses,TravelReservations,LeaveRequests,CustomerAlerts,SalesReports,Karen,John,Susan,ServiceTechnician,Sales,Manager,ProcurementManager,,,,,,,,,,,,,,,,Mini Apps,/,/MobileA

24、pplications,User Roles,,,Scenario,,Top10SalesPipeline,Top10PipelineProjects(StatusA,B,C,D),Byperiodorannual total,Subsidiary columncanbeadded,,Top10MessagesbyInstallation,Top10CustomerMessagesbyInstallationincurrentweek,IncludesSystems withStatusD,T,P,SwitchbetweenOnly StatusPandAllStatus,,Agenda議程,

25、SAPToday,,,,今日的SAP速寫,ValueProposition,SAPMobile Business Portal,&,& Customer RelationshipManagement,CustomerReference,,OfficialSAPfigures,mySAPWorkplaceinstallations:2317,Atcustomers1349,Atpartners968,,mySAPWorkplacelicensedusers,:,:5 701528,Standalone mySAP Workplace871120*,Aspart of mySAP.com4 830

26、405,,* Withoutexternalcommunities,/,/SAPMarkets,,NumberofWorkplace installations,888,1114,235,89,60,1844,1946,2083,2160,2284,715,790,870,917,1001,2406,1099,0,500,1000,1500,2000,2500,3000,January,February,March,April,May,June,Installations,Installations with systems, i.e. licence key call-offs,,Sold

27、Workplaceuserscomponentpricelist,,Sold mySAP.comusersbyregion,,TopTen deals –Soldusers,NewinJune,,,mySAPWorkplace,“AligningVisions -AligningInternetStrategies”,Hewlett-PackardCo,.,.,USA,HP,providing computingandimagingsolutionsand services forbusinessandhome,isfocusedoncapitalizingonthe opportunitie

28、softhe Internet andtheproliferationofelectronic services.Thecompany’s morethan36,000productsare usedbypeople forpersonaluseand in industry,business,engineering,,,, science,,,, medicine andeducation,.,. In addition,thecompanymakesnetworking products,medical electronicequipment,instrumentsandsystemsfo

29、rchemicalanalysis,,,, handheld calculators andsemiconductor products.HPhas83,,,,200 employeesworldwideand hadtotalrevenue fromcontinuingoperations of $42.4 billioninits 1999fiscal year,.,.,SUCCESS SLIDE,“mySAP.comaligns withHP,’,’svisionfor thenext chapterofthe Internet,andour newmySAP.comdevelopmen

30、tinitiativesallowustocontinuetoofferour mutualcustomersthe bestsolutions fortheirbusinessneeds,—,— particularlyintheareaofhighlyscalable,,,, highlyavailableInternetsolutions.mySAP.comisset to helpusbecome moreefficient andeffectiveinour operations,,,, ultimatelybenefitingnotonlyHP,but alsoour custom

31、ersandpartners,.,.”,,Nick Earle,Vice PresidentandChiefMarketing Officer,,mySAPWorkplace/ESS,“mySAPWorkplace,/,/ESS –Making ColgateaBetterPlacetoWork”,Colgate-Palmolive,US,With morethan39,000employees andworldwiderevenuesof,$,$9,+,+ billion,,,, Colgate,-,-Palmolive is aworldleader in OralCare,Persona

32、lCare,Household SurfaceCare,Fabric Careand PetNutrition,.,. TheheadquarterofColgate-PalmoliveisinNewYork.,Colgate-Palmolivesellsitsproductsinover200countries andterritoriesaroundthe world under suchinternationally recognizedbrandnamesasColgate,Palmolive,Mennen,,,, Softsoap,Protex,,,, Kolynos,,,, Aja

33、x,,,, Axion,Soupline,Suaviteland Fab,aswellasHill’sScienceDiet andHill’sPrescription Dietpet foods.,Besides using mySAP Workplaceenterprise portalinconjunctionwith Employee Self,-,-Service,Colgate-PalmoliverunsmySAPHRandseveralothere-business solutionsfrom SAP.,SUCCESS SLIDE,“Whilecost savingsisnot

34、an insignificantaspect of ourdecisiontousemySAPWorkplace in conjunction with,(,(SAP)EmployeeSelf-Service,theprimarygoalswere to makeusafaster,,,, smarterorganization andfosterthe ”Colgate –Becomingthe BestPlacetoWork”spirit.Oneway to accomplishthisistoprovide employeeswith easyaccess to current,,,,

35、accurate information.Also,self-serviceisawayfor employeestoprovide accurate information to thecompany about themselves,.,.”,Dave Stevens,AssociateDirector,,,, GlobalInformationTechnology,,Workplace,,,, CRM,SCM,BI,“,Good Food,-,-GoodLife”,,Nestlé,,,, Switzerland,With atotalworkforce of 231,000people

36、in morethan500factories worldwide,and,a consolidatedturnoverof,CHF75billion.,NestléisSwitzerland,','slargest industrialcompanyandthe world'sleadingfood company,.,.,Nestléproductsare availablearoundthe world.Themainproduct areas are:BabyFoods,&,& Cereals,,,, Milk,&,&Dairy,BreakfastCereals,Desserts,Sn

37、acks &Ice Cream,Chocolate &Confectionery,What‘s Cooking,,,, Hot,&,& ColdBeverages,MineralWatersand PetCare.,SUCCESS SLIDE,"With mySAP.com,wewillrapidly build astrong,tightly integratedgroupITinfrastructurethatwill allow focusedcustomizationtouser needs withoutsurrendering thebenefitsofgroupwidestand

38、ardization.„,,MarioA.Corti,ChiefFinancialOfficer,,mySAPWorkplace,“mySAPWorkplaceisaSignificantIncreaseinUsability,”,”,Samsung Electronics,Korea,Founded in 1938,,,,,Samsung is oneof,Korea´s leading,companiesfocusing,onsectors as diverse,aselectronicsandbanking.InadditionSamsungplaysalso amajorroleina

39、 varietyofservicerelated industries,.,. Committedtotheuse of Internet andthechancesresultingfrome-business Samsungstrivestobecomeone of theworld´s mostwidely recognizedbrands in alloftheindustriesserved,.,. Samsungisaworldwideoperating companywithmore than161.000employees,.,. Samsunghas hadtotalreve

40、nuesexceeding93,,,,5billion US dollarsinits 1999fiscal year,.,.,SUCCESS SLIDE,“Beforethe mySAP Workplace,usershad to logonseveral times entering their IDsandpasswords.NowwiththemySAPWorkplace,usersfeel likeusingasinglesystem thatbundlesallthe separate systems,.,. It‘sasignificantincreaseinusability,

41、.,. Fromthe systemusersstandpoint,interfaceisthe key.,“,“,,HeeYoonWon,Manager Information Strategy Group,,SAPParticipates in StrongPartner Ecosystem,mySAPMobileBusiness,–,–Partners,,What is Today´sCustomerBase?,,,,,,,,mySAPWorkplace,–,–Leading EnterprisePortal Solution,Company Size,Small,Large,,mySA

42、P客戶關,係,係管理,解,解決方,案,案參考,客,客戶群,DiscreteIndustries,,Brother,ComputerServicesSolutions,Hewlett Packard,Peugeot,Samsung,SchneiderElectric,SymbolTechnologies,TexasInstruments,Waters,Wuerth,Oil,&,&Gas,,EngenPetroleum,Schott,ConsumerIndustries,,Avisum,Carlsberg,Colgate-Palmolive,Nestlé,OsramSylvania,Philipp

43、 Morris,Gillette,Sony,,Service Industries,,Bertelsmann,CanadaPostCorp.,CTTCorreios,E.ON,Fiducia,HUBWOO,LogicAchart,SoftwareLogistics,TÜV,Process Industries,,AUBI,DowCorning,DULUX,MonsantoBrazil,Schwarzkopf,Solvay,Tyrolit,,FinancialServices,,BancoUrquijo,PFAPension,730mySAPCRMCustomers,,PublicSector,,Electrical SafetyAuthority,,mySAP客戶關,係,係管理,解,解決方,案,案參考,客,客戶統,計,計,IV/98,I/99,II/99,III,/,/99,IV/99,I/00,II/00,III,/,/00,IV/00,I/01,mySAPCRMCustomers,67,70,72,83,131,173,264,388,571,730,mySAPCRMCustomers,,mySAP客戶關,係,係管理,解,解決方,案,案參考,客,客戶實,例,例代表,,YES,!,!!!,,