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Product life cycle management, so that new and existing products can be optimally integrated into the supply chain and capacity management

Analytical CRM analyzes customer data for a variety of purposes, including:

• design and execution of targeted marketing campaigns to optimize marketing effectiveness
• design and execution of specific customer campaigns, including customer acquisition, cross-selling, up-selling, retention
• analysis of customer behavior to aid product and service decision making (eg pricing, new product development, etc)
• management decisions, e.g. financial forecasting and customer profitability analysis
• risk assessment and fraud detular for credit card transactions

a variety of channels, such as internet, email, or automated phone answering system.

Operational CRM provides support to "front office" business processes, e.g. to sales, marketing and service staff.

Analytical CRM

Sales Intelligence CRM

Sales Intelligence CRM is similar to Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding:

• Cross-selling/Up-selling/

Campaign Management

Campaign management combines elements of Operational and Analytical CRM. Campaign management functions include:

• Target groups formed from the client base according to selected criteria
• Sending campaign-related material (e.g. on special offers) to selected recipients using various channels (e.g. e-mail, telephone, SMS, post)
• Tracking, storing, and analyzing campaign statistics, including tracking responses and analyzing trends

Collaborative CRM

Staff members from different departments can share information collected when interacting with customers

Mashup editors

a mashup is a Web application that combines data from one or more sources into a single integrated tool.

An example of a mashup is the use of cartographic data from Google Maps to add location information to real estate data, thereby creating a new and distinct Web service that was not originally provided by either source.

Mashup editors

Web Development usage

1. A front end Web server serving static content
2. A middle dynamic content processing and generation level Application server, for example Java EE platform.
3. A back end Database, comprising both data sets and the Database management system or RDBMS software that manages and provides access to the data.

client-server architecture in which the user interface, functional process logic ("business rules"), computer data storage and data access are developed and maintained as independent modules, most often on separate platforms.

Presentation Tier

Application Tier (Business Logic/Logic Tier)

Data Tier

It is classified as an extensible language because it allows its users to define their own elements. Its primary purpose is to facilitate the sharing of structured data across different information systems, particularly via the
Internet
>,

a general-purpose specification for creating custom markup languages.

<book>This is a book.... </book>

為市場／客戶接受的「真實成本」

策略性成本管理：以作業基礎成本管理掌握成本優勢

策略性財務管理：用預算有效分配資源，以合併報表掌握集團績效

企業的資源尤其需要藉由預算管理制度來掌控

策略性人力資源管理：透過職能／人力盤點，掌握人力資源的質與量

ERP of IT”可以從技術和標準兩個維度來進行分析

技術方面，ERP軟體廠商、中間件廠商和作業系統軟體廠商的軟體構建方法開始從各自不同實現技術向趨同的標準演化

在標準方面，ITSM、IT Governance和ITIL等理論框架的不斷成熟，讓IT部門進一步專業化分工，組織行為進一步“企業化”。

Agile功能面以及企業資源規劃(ERP) 市場的競爭關係分析該公司的優勢。以功能而言，Agile雖然具備與ERP系統整合的能力，但「缺乏產品生命週期的前端功能，如CAD/CAM(電腦輔助設計／電腦輔助製造)

UGS由德國西門子(Siemens)收購

無論是實施像Siebel這種專業的純CRM廠商，還是像SAP這種作為套件的一個組成部分，企業在考慮實施CRM時，必然要考慮與其財務及物流等其他管理系統的數據及業務集成問題。

外環境，對於CRM系統來說，很多必要的技術條件也是至關重要的。