CRM：使用 CRM 进行客户服务和退货管理.pdf

1、CRM:Using CRM for Customer Service and Returns ManagementJin Y.Kim2AgendaCRM OverviewCustomer Service and Returns ManagementCase ManagementLots O StuffSupport Best PracticesLots More StuffReturns ManagementCustomer Use CasesWhats New in CRM and PlannedQ&A3Presented byJin Y.KimCRM Product OwnerCRM Ov

2、erview5CRM Components and Key IntegrationsMarketing AutomationSales Force ManagementCustomer ServiceSales Email MarketingSendGridFull Marketing AutomationHubSpotAcumatica PortalRoadmapKnowledge Base IntegrationLive ChatVirtual Agent(AI)Marketing Support 6Support BenefitsKey FeaturesPortal for self s

3、ervice and case creationConfigurable service levels/response timesIntegrated email,Outlook,Gmail and Teams integrationBillable and non-billable casesBenefitsTeam approach to service with escalationsOffer free,paid,and a-la-cart support plansOne system for account management,billing,and supportFlexib

4、le state based workflow engine,catering to many business scenario needsCustomer Service Management and Returns Management 8Support Organizations and Key ProcessesReactive SupportManaged SupportSupport organization 5 support reps5+reps plus manager(s)Key ProcessesImportanceReactive SupportManaged Sup

5、portCreate casesCase AssignmentCase WorkflowsManage case SLAsAutomated replies and templatesCase closure processReturns managementPaid supportSupport dashboards and reportsMultiple communication channels/chat9Create CasesCapabilitiesCreate cases directly within CRM,from an email to a support alias,f

6、rom Outlook Plug-in,and/or allow customer self-service case creation via Acumaticas Portal optionEmail conversations are threaded by support ticket#Customize workflows by assigning various case classes to ensure proper assignment,escalations,and other workflowsLink case to related support cases or o