1. B2 Portal and CRM 整合方案 采威國際資訊股份有限公司 總經理 蕭哲君 kevin@iscom.com.tw http://www.iscom.com.tw E-Business & E-Commerce Solution Provider

2. 簡報主題  B2C Portal 的簡介  B2C Portal and CRM  Integration of B2C Portal and CRM( 製造業 )  Integration of B2C Portal and CRM( 服務業 )  Integration of B2C Portal and CRM(.com)  Q & A E-Business & E-Commerce Solution Provider

3. Introduction of B2C Portal E-Business & E-Commerce Solution Provider  主要型態  入口網站 Portal (Yahoo,Hinet,Sina.com…)  虛擬社群 (Virtual Community) 透過網際網路，消費者建 立或加入其社群  線上交易 / 電子商務 ( 透過網站進行交易 )  線上廣告 / 網路行銷 ( 透過廣告吸引消費者 )

4. E-Business & E-Commerce Solution Provider Key Factors of B2C Portal  成功關鍵因素  Connectivity=>HyperLink  Context=>Search-Agent  Content => information/knowledge  Commerce => sales  Communications =>message  Community =>value-added service

5. E-Business & E-Commerce Solution Provider  客戶的忠誠度 (CRM)  客戶的信賴感 (Security)  實體通路的運送成本 (Cost Down)  企業作業流程的改造 (e-Business)  客戶的滿意度  品牌的建立與維護 (Marketing Strategy)  IT 技術的快速變遷  經濟規模的迷思  交易的風險 Gaps/Bottleneck of B2C Portal

6. E-Business & E-Commerce Solution Provider B2C/B2B Portal and CRM B2B B2C

7. E-Business & E-Commerce Solution Provider A B C A B C 不同的服務 不同的顧客群 Right-Time Right-Channel Key Value of CRM

8. E-Business & E-Commerce Solution Provider 製造業 服務業 線上服務業.com Loyalty CRM B2C Deployment of CRM on B2C-Portal

9. E-Business & E-Commerce Solution Provider  B2C Portal infrastructure( 架構 )=>Define structure  Key-Item of B2C Portal in CRM-Operation=>service  Segmentation of Customer-Degree(Create factors)  Recording and Collecting of Multi-Dimension Data =>System Analysis & Design  Data Warehouse’s Operation from multi-Database>Extract & Transform  Data-Mining Execution(multi-dimension analysis) on Data Warehouse (Data-Mart)  Decision-support system from Extract’s Knowledge Integration of CRM and B2C-Portal( 製造業 )

10. E-Business & E-Commerce Solution Provider XXX 製造業 http:www.xxx.com.tw 公司簡介公司簡介 產品介紹產品介紹 訊息通知訊息通知 Marketing 滿意度調查與追蹤滿意度調查與追蹤 線上報價與下單線上報價與下單 FAQ & 線 上 諮 詢 教育訓練&技術服務教育訓練&技術服務 成功案例簡介成功案例簡介 留言版&討論區留言版&討論區 會員管理服務會員管理服務 訂單生產進度追蹤查詢訂單生產進度追蹤查詢 全文檢索服務全文檢索服務 E-Service Hyper Link 服 務 Integration of CRM and B2C-Portal( 製造業 )

11. E-Business & E-Commerce Solution Provider B2C-Portal Integration of CRM and B2C-Portal( 製造業 )

12. E-Business & E-Commerce Solution Provider B2C Portal Internet Customers Data Warehouse ERP-DB 外部資料 Data-Mining Tools Business-Knowledge

13. E-Business & E-Commerce Solution Provider Static Message-Service Information-Service On-Demand Interactive Knowledge Service WEB/Mail/Mobil on-demand TEL/FAX Web-Consulting Mail-Consulting Mobil-Consulting Service Degree on Demand Data/Message Information on Demand Knowledge on Demand

14. E-Business & E-Commerce Solution Provider Data Warehouse Data Mart 內部資料 外部資料 Extract Transform MetaData OLAP Data-Mining Integration of CRM and B2C-Portal( 製造業 )

15. E-Business & E-Commerce Solution Provider  B2C Portal infrastructure( 架構 )=>Define structure  Key-Item of B2C Portal in CRM-Operation=>Marketing & Service  Grouping of Customer-Attribute=>Community/Member  Recording and Collecting of Multi-Dimension Data =>System Analysis & Design  Data Warehouse’s Operation from multi-Database=>Extract & Transform  Data-Mining Execution(multi-dimension analysis) on Data Warehouse(Data-Mart)  Decision-support system from Extract’s Knowledge Integration of CRM and B2C-Portal( 服務業 )

16. E-Business & E-Commerce Solution Provider XXX 服務業 http:www.xxx.com.tw 公司簡介公司簡介 一般產品介紹一般產品介紹 訊息通知訊息通知 Marketing 滿意度調查與追蹤滿意度調查與追蹤 個人化產品服務個人化產品服務 FAQ & 線 上 諮 詢 線上交易服務線上交易服務 成功案例簡介成功案例簡介 留言版&討論區留言版&討論區 會員管理服務會員管理服務 全文檢索服務全文檢索服務 專業內容服務專業內容服務 Hyper Link 服 務 E-Marketing & e-Service Integration of CRM and B2C-Portal( 服務業 )

17. E-Business & E-Commerce Solution Provider

18. Service Degree on Demand( 服務業 ) Fixed or Static Message-Service Customization/Dynamic Service Personalized Service WEB/Mail/Mobil Service for Group Pre-Ready Tel/ Fax Service Web-Personalized Mail-Personalized Mobil--Personalized Loyality 低 中 高

19. E-Business & E-Commerce Solution Provider  B2C Portal infrastructure( 架構 )=>Define structure  Key-Item of B2C Portal in CRM-Operation=>Sales & Service  Grouping of Customer-Attribute=>Community/Member  Recording and Collecting of Multi-Dimension Data =>System Analysis & Design  Data Warehouse’s Operation from multi-Database=>Extract & Transform  Data-Mining Execution(multi-dimension analysis) on Data Warehouse(Data-Mart)  Decision-support system from Extract’s Knowledge=> (Marketing-Policy or Promotion Activity on internet) Integration of CRM and B2C-Portal(.com)

20. E-Business & E-Commerce Solution Provider Integration of CRM and B2C-Portal(.com)

21. E-Business & E-Commerce Solution Provider Basic/New Content-Service Basic/New commerce-Service Value-Added-Service Refined-Service Different-Service On internet Personalized Service on internet WEB/Mail/ Mobil-device/PDA Valued-Added Service Web/Mail E-Commerce Service Degree on Demand(.com) Web-Personalized Mail-Personalized Mobil--Personalized Loyality 低 中 高

22. E-Business & E-Commerce Solution Provider B2C Portal Internet Customers Data Warehouse ERP-DB 外部資料 Data-Mining Tools Business-Knowledge Integration of CRM and B2C-Portal(.com)

23. E-Business & E-Commerce Solution Provider 摘要 (Summary)  Key Features of B2C Portal ’ s Business  Benefit and Function of B2C Portal  Integration of e-CRM & B2C Portal  How to implement B2C Portal & CRM during different industry  How to evaluate of B2C Portal and CRM

24. 最佳選擇 – 采威國際資訊！ 品質、專業、與承諾品質、專業、與承諾 E-Business & E-Commerce Solution Provider