{"id":31146,"date":"2024-10-13T11:53:02","date_gmt":"2024-10-13T03:53:02","guid":{"rendered":"https:\/\/www.xiazhi.co\/?p=31146"},"modified":"2025-03-19T09:24:20","modified_gmt":"2025-03-19T01:24:20","slug":"crm-professionals-guide-to-process-mapping","status":"publish","type":"post","link":"https:\/\/www.xiazhi.co\/en\/crm-professionals-guide-to-process-mapping\/","title":{"rendered":"CRM\u4e13\u4e1a\u7684\u6d41\u7a0b\u6620\u5c04\u6307\u5357"},"content":{"rendered":"<p>\u5728\u60a8\u7684\u9879\u76ee\u4e2d\uff0c\u60a8\u8fdf\u65e9\u4f1a\u8fbe\u5230\u5fc5\u987b\u6709\u4eba\u660e\u786e\u5b9a\u4e49\u4e1a\u52a1\u6d41\u7a0b\u3001\u89d2\u8272\u548c\u804c\u8d23\u7684\u5730\u6b65\u3002\u6bd5\u7adf\uff0cCRM \u662f\u5173\u4e8e\u5728\u60a8\u7684\u7ec4\u7ec7\u6216\u5ba2\u6237\u7684\u4e1a\u52a1\u4e2d\u6784\u5efa\u548c\u6807\u51c6\u5316\u6d41\u7a0b\u3002\u65e0\u8bba\u60a8\u5728 Salesforce 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class=\"wp-block-image size-large is-resized\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"596\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/image-1024x596.png\" alt=\"\u8425\u9500\u90e8\u95e8\u79fb\u4ea4\u7ed9\u9500\u552e\u90e8\u95e8\u7684\u4f20\u5165\u6f5c\u5728\u5ba2\u6237\u7684 Business Process Map \u793a\u4f8b\uff0c\u5176\u4e2d\u5305\u542b\u6d41\u7a0b\u4e2d\u7684\u8be6\u7ec6\u6b65\u9aa4\u3002\uff08\u6765\u6e90\uff1a Trailhead\uff09\" class=\"wp-image-31147\" style=\"width:840px;height:auto\" srcset=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/image-1024x596.png 1024w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/image-900x523.png 900w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/image-200x116.png 200w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/image-768x447.png 768w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/image.png 1207w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-process-mapping\">\u4ec0\u4e48\u662f\u6d41\u7a0b\u6620\u5c04\uff1f<\/h2>\n\n\n\n<p>\u516c\u53f8\u9700\u8981\u65b0\u7684\u6216\u6539\u8fdb\u7684\u4e1a\u52a1\u6d41\u7a0b\u56fe\u7684\u539f\u56e0\u6709\u5f88\u591a\uff0c\u4f46\u6700\u5e38\u89c1\u7684\u662f\uff0c\u5b83\u4eec\u88ab\u7528\u6765\u57f9\u517b\u6b63\u5f0f\u7684\u8d28\u91cf\u7ba1\u7406\u65b9\u6cd5\u3002\u4f5c\u4e3a\u4e1a\u52a1\u5206\u6790\u5e08\uff0c\u6d41\u7a0b\u6620\u5c04\u662f\u4e00\u4e2a\u91cd\u8981\u7684\u5de5\u5177\uff0c\u53ef\u7528\u4e8e\u5404\u79cd\u9879\u76ee\u7c7b\u578b\u2014\u2014\u4ece\u6539\u8fdb\u9879\u76ee\u5230\u66f4\u5bc6\u96c6\u7684\u518d\u9020\u9879\u76ee\u3002<\/p>\n\n\n\n<p>\u6d41\u7a0b\u56fe\u53ef\u5e2e\u52a9\u60a8\u4ee5\u65b0\u7684\u65b9\u5f0f\u67e5\u770b\u73b0\u6709\u5de5\u4f5c\u6d41\u7a0b\uff0c\u5e76\u5e2e\u52a9\u60a8\u5c06\u91cd\u70b9\u653e\u5728\u6218\u7565\u89c4\u5212\u4e0a\u3002\u6d41\u7a0b\u6620\u5c04\u521b\u5efa\u4e1a\u52a1\u6d41\u7a0b\u7684\u53ef\u89c6\u5316\u8868\u793a\u3002\u5b83\u5305\u62ec\u5b9a\u4e49\u4f01\u4e1a\u505a\u4ec0\u4e48\u3001\u8c01\u8d1f\u8d23\u4ec0\u4e48\u3001\u5982\u4f55\u5b8c\u6210\u6807\u51c6\u4e1a\u52a1\u6d41\u7a0b\u4ee5\u53ca\u5982\u4f55\u8861\u91cf\u6210\u529f\u7684\u4efb\u4f55\u6d3b\u52a8\u3002<\/p>\n\n\n\n<p>\u4e1a\u52a1\u6d41\u7a0b\u6620\u5c04\u7684\u4e3b\u8981\u76ee\u7684\u662f\u663e\u793a\u6b65\u9aa4\u4e0e\u4e1a\u52a1\u8f93\u5165\u4e4b\u95f4\u7684\u5173\u7cfb\uff0c\u4ee5\u5efa\u7acb\u6e05\u6670\u3001\u4e00\u81f4\u548c\u7b80\u6d01\u7684\u7ed3\u679c\u3002\u5b83\u9700\u8981\u4e00\u4e2a\u7279\u5b9a\u7684\u76ee\u6807\uff0c\u5e76\u5c06\u8be5\u76ee\u6807\u4e0e\u7ec4\u7ec7\u7684\u603b\u4f53\u76ee\u6807\u8fdb\u884c\u6bd4\u8f83\uff0c\u4ee5\u786e\u4fdd\u4ed6\u4eec\u7684\u6d41\u7a0b\u4e0e\u516c\u53f8\u7684\u4ef7\u503c\u89c2\u548c\u80fd\u529b\u4fdd\u6301\u4e00\u81f4\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-mapping-your-business-processes-in-a-diagram\">\u5728\u56fe\u8868\u4e2d\u6620\u5c04\u60a8\u7684\u4e1a\u52a1\u6d41\u7a0b<\/h2>\n\n\n\n<p>\u6d41\u7a0b\u56fe\u662f\u56fe\u8868\u7684\u5c42\u6b21\u7ed3\u6784\uff0c\u8fd9\u610f\u5473\u7740\u60a8\u53ef\u4ee5\u6df1\u5165\u5206\u6790\u4ee5\u63d0\u4f9b\u66f4\u591a\u8be6\u7ec6\u4fe1\u606f\u3002\u8fd9\u4f7f\u5f97\u6bcf\u4e2a\u56fe\u8868\u53ef\u4ee5\u4fdd\u6301\u5728 8 \u5230 10 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id=\"h-how-to-explain-complex-processes-in-a-simple-way\">\u5982\u4f55\u7528\u7b80\u5355\u7684\u65b9\u5f0f\u89e3\u91ca\u590d\u6742\u7684\u8fc7\u7a0b\uff1f<\/h2>\n\n\n\n<p>\u4e1a\u52a1\u6d41\u7a0b\u53ef\u4ee5\u901a\u8fc7\u591a\u79cd\u4e0d\u540c\u7684\u65b9\u5f0f\u8fdb\u884c\u5e03\u5c40\uff0c\u4f8b\u5982\u6d41\u7a0b\u56fe\u3001\u6d41\u7a0b\u56fe\u548c SIPOC\u3002\u4f46\u8ba9\u6211\u4eec\u4ece UPN 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class=\"wp-block-heading\" id=\"h-five-principles-of-upn\">UPN \u7684\u4e94\u5927\u539f\u5219<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5c4f\u5e55\u4e0a\u4e0d\u8d85\u8fc7 8 \u5230 10 \u4e2a\u6d3b\u52a8\u6846<\/li>\n\n\n\n<li>\u4ece\u6d3b\u52a8\u6846\u5411\u4e0b\u94bb\u53d6\u5230\u8f83\u4f4e\u7ea7\u522b\u4ee5\u63cf\u8ff0\u8be6\u7ec6\u4fe1\u606f<\/li>\n\n\n\n<li>\u5c06\u652f\u6301\u4fe1\u606f\u9644\u52a0\u5230\u6d3b\u52a8\u6846<\/li>\n\n\n\n<li>\u7531\u8bbf\u95ee\u6743\u9650\u63a7\u5236\u7684\u67e5\u770b\u548c\u7f16\u8f91<\/li>\n\n\n\n<li>\u56fe\u8868\u7ea7\u522b\u7684\u7248\u672c\u63a7\u5236\u548c\u66f4\u6539\u5386\u53f2\u8bb0\u5f55<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-capability-model\">\u80fd\u529b\u6a21\u578b<\/h3>\n\n\n\n<p>\u80fd\u529b\u6a21\u578b\u6216\u884c\u4e1a\u84dd\u56fe\u975e\u5e38\u9002\u5408\u786e\u5b9a\u60a8\u6b63\u5728\u7ed8\u5236\u7684\u7279\u5b9a\u9886\u57df\u4ee5\u53ca\u5c55\u793a\u5927\u578b\u7ec4\u7ec7\u5185\u7684\u80cc\u666f\u3002\u5b83\u4eec\u89e3\u91ca\u4e86\u9ad8\u7ea7\u8fc7\u7a0b\u533a\u57df\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/image4-13.png\" alt=\"\" class=\"wp-image-44934\" style=\"width:840px;height:auto\"\/><figcaption class=\"wp-element-caption\"><em>\u6765\u6e90\uff1a&nbsp;<a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/process-mapping-for-business-analysts\/speak-the-process-mapping-language\" target=\"_blank\" rel=\"noreferrer noopener\">Trailhead<\/a><\/em><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-detailed-process-map\">\u8be6\u7ec6\u7684\u6d41\u7a0b\u56fe<\/h3>\n\n\n\n<p>\u8be6\u5c3d\u7684\u6d41\u7a0b\u56fe\u63cf\u8ff0\u4e86\u6d41\u7a0b\u7684\u6df1\u5165\u7248\u672c\uff0c\u5305\u62ec\u6bcf\u4e2a\u6b65\u9aa4\u7684\u5b8c\u6574\u8be6\u7ec6\u4fe1\u606f\u4ee5\u53ca\u8fc7\u7a0b\u4e2d\u7684\u4efb\u4f55\u5176\u4ed6\u6b65\u9aa4\u3002\u6b64\u6620\u5c04\u6700\u9002\u5408\u4e3a\u6d41\u7a0b\u6b65\u9aa4\u63d0\u4f9b\u6240\u6709\u6570\u636e\u5e76\u8bb0\u5f55\u8be5\u6d41\u7a0b\u4e2d\u7684\u6240\u6709\u51b3\u7b56\u70b9\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/Guide-to-Process-Mapping-Graphic-2.png\" alt=\"\" class=\"wp-image-44939\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-sipoc\">\u4e0a\u94fe\u5f0f\u6e17\u900f<\/h3>\n\n\n\n<p>SIPOC 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id=\"h-value-stream-map\">\u4ef7\u503c\u6d41\u56fe<\/h3>\n\n\n\n<p>\u4ef7\u503c\u6d41\u56fe\u53ef\u89c6\u5316\u4e86\u5411\u5ba2\u6237\u63d0\u4f9b\u4ea7\u54c1\u6240\u9700\u7684\u6750\u6599\u548c\u4fe1\u606f\u6d41\u3002\u8fd9\u79cd\u7c7b\u578b\u7684\u5730\u56fe\u6700\u9002\u5408\u8bb0\u5f55\u8fc7\u7a0b\u6b65\u9aa4\u8f93\u5165\u548c\u8f93\u51fa\u7684\u6d4b\u91cf\uff0c\u4ee5\u53ca\u8bc6\u522b\u8fc7\u7a0b\u5185\u90e8\u548c\u4e4b\u95f4\u7684\u6d6a\u8d39\u3002\u5b83\u8fd8\u53ef\u7528\u4e8e\u8bb0\u5f55\u3001\u5206\u6790\u548c\u589e\u5f3a\u4fe1\u606f\u548c\u6750\u6599\u7684\u6d41\u52a8\uff0c\u4ee5\u4fbf\u6df1\u5165\u4e86\u89e3\u51b3\u7b56\u548c\u6d41\u7a0b\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2024\/10\/Guide-to-Process-Mapping-Graphic-1.png\" alt=\"\" class=\"wp-image-44941\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tools-and-software-for-business-process-mapping\">\u7528\u4e8e\u4e1a\u52a1\u6d41\u7a0b\u6620\u5c04\u7684\u5de5\u5177\u548c\u8f6f\u4ef6<\/h2>\n\n\n\n<p>\u60a8\u4e0d\u9700\u8981\u6602\u8d35\u7684\u8f6f\u4ef6\u6216\u989d\u5916\u7684\u6210\u672c\u6765\u521b\u5efa\u6d41\u7a0b\u56fe\u3002\u7a0d\u540e\uff0c\u5982\u679c\u5de5\u4f5c\u91cf\u589e\u52a0\uff0c\u60a8\u53ef\u80fd\u9700\u8981\u6839\u636e\u60a8\u7684\u957f\u671f\u9700\u6c42\u548c\u7ec4\u7ec7\u89c4\u6a21\u8003\u8651\u8d2d\u4e70\u6d41\u7a0b\u6620\u5c04\u8f6f\u4ef6\u3002\u4e0d\u96be\u627e\u5230\u514d\u8d39\u4f7f\u7528\u6216\u514d\u8d39\u7248\u672c\u6709\u9650\u7684\u6d41\u7a0b\u6620\u5c04\u8f6f\u4ef6\u5e73\u53f0\u3002\u60a8\u7684\u7ec4\u7ec7\u5f88\u53ef\u80fd\u5df2\u7ecf\u5728\u4f7f\u7528\u5176\u4e2d\u4e00\u4e9b\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-google-drawings\">Google \u7ed8\u56fe<\/h3>\n\n\n\n<p><a href=\"https:\/\/docs.google.com\/drawings\/\" target=\"_blank\" rel=\"noreferrer noopener\">Google Drawings<\/a>&nbsp;\u662f\u6211\u4eec\u8bb8\u591a\u4eba\u4f7f\u7528\u7684 Google Workspace \u7684\u4e00\u90e8\u5206\uff0c\u5b83\u662f\u4e00\u4e2a\u7b80\u5355\u7684\u6d41\u7a0b\u6620\u5c04\u5de5\u5177\u3002\u5b83\u4e0e Google Drive \u96c6\u6210\u4ee5\u8fdb\u884c\u8bbf\u95ee\u548c\u5171\u4eab\u3001\u5b9e\u65f6\u534f\u4f5c\uff0c\u5e76\u63d0\u4f9b\u5404\u79cd\u53ef\u63d2\u5165\u56fe\u8868\u7684\u5f62\u72b6\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-lucidchart\">Lucidchart<\/h3>\n\n\n\n<p><a href=\"https:\/\/lucid.co\/\" target=\"_blank\" rel=\"noreferrer noopener\">Lucidchart<\/a>&nbsp;\u662f\u6700\u53d7\u6b22\u8fce\u7684\u56fe\u8868\u5de5\u5177\u4e4b\u4e00\uff0c\u53ef\u5e2e\u52a9\u60a8\u521b\u5efa\u6d41\u7a0b\u56fe\u3001\u6d41\u7a0b\u56fe\u3001\u7ec4\u7ec7\u7ed3\u6784\u56fe\u548c\u5176\u4ed6\u56fe\u8868\u3002\u5b83\u652f\u6301\u5b9e\u65f6\u534f\u4f5c\u3001\u6570\u636e\u94fe\u63a5\u4ee5\u53ca\u4e0e\u5404\u79cd\u5e94\u7528\u7a0b\u5e8f\u7684\u96c6\u6210\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-canva\">Canva<\/h3>\n\n\n\n<p>\u6211\u4eec\u8bb8\u591a\u4eba\u90fd\u5728\u4f7f\u7528\u7684\u53e6\u4e00\u4e2a\u5e73\u53f0\u3002<a href=\"https:\/\/www.canva.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Canva<\/a>&nbsp;\u63d0\u4f9b\u7528\u4e8e\u521b\u5efa\u6d41\u7a0b\u56fe\u7684\u6a21\u677f\u548c\u529f\u80fd\uff0c\u652f\u6301\u901a\u8fc7\u5b9e\u65f6\u534f\u4f5c\u8f7b\u677e\u5b9a\u5236\uff0c\u5e76\u4e0e\u5176\u4ed6\u5de5\u5177\u96c6\u6210\u3002\u975e\u5e38\u9002\u5408\u53ef\u89c6\u5316\u5de5\u4f5c\u6d41\u7a0b\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-summary\">\u603b\u7ed3<\/h2>\n\n\n\n<p>\u6d41\u7a0b\u6620\u5c04\u76f4\u89c2\u5730\u63cf\u8ff0\u4e1a\u52a1\u6d41\u7a0b\u3001\u89d2\u8272\u548c\u804c\u8d23\uff0c\u786e\u4fdd\u5b83\u4eec\u4e0e\u7ec4\u7ec7\u76ee\u6807\u4fdd\u6301\u4e00\u81f4\u3002\u5b83\u901a\u8fc7\u4f7f\u6d41\u7a0b\u660e\u786e\u4e00\u81f4\u6765\u5e2e\u52a9\u6218\u7565\u89c4\u5212\u3001\u8d28\u91cf\u7ba1\u7406\u548c\u5de5\u4f5c\u6d41\u7a0b\u4f18\u5316\u3002<\/p>\n<div class=\"pld-like-dislike-wrap pld-template-1\">\r\n    <div class=\"pld-like-wrap  pld-common-wrap\">\r\n    <a href=\"javascript:void(0)\" class=\"pld-like-trigger pld-like-dislike-trigger\" title=\"\" data-post-id=\"31146\" data-trigger-type=\"like\" data-restriction=\"cookie\" data-already-liked=\"0\">\r\n                        <i class=\"fas fa-thumbs-up\"><\/i>\r\n                <\/a>\r\n    <span class=\"pld-like-count-wrap pld-count-wrap\">0    <\/span>\r\n<\/div><div class=\"pld-dislike-wrap  pld-common-wrap\">\r\n    <a href=\"javascript:void(0)\" class=\"pld-dislike-trigger pld-like-dislike-trigger\" title=\"\" data-post-id=\"31146\" data-trigger-type=\"dislike\" data-restriction=\"cookie\" data-already-liked=\"0\">\r\n                        <i class=\"fas fa-thumbs-down\"><\/i>\r\n                <\/a>\r\n    <span class=\"pld-dislike-count-wrap pld-count-wrap\">0<\/span>\r\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>\u5728\u60a8\u7684\u9879\u76ee\u4e2d\uff0c\u60a8\u8fdf\u65e9\u4f1a\u8fbe\u5230\u5fc5\u987b\u6709\u4eba\u660e\u786e\u5b9a\u4e49\u4e1a\u52a1\u6d41\u7a0b\u3001\u89d2\u8272\u548c\u804c\u8d23\u7684\u5730\u6b65\u3002\u6bd5\u7adf\uff0cCRM \u662f\u5173\u4e8e\u5728\u60a8\u7684\u7ec4\u7ec7\u6216\u5ba2\u6237\u7684\u4e1a [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":31149,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[],"class_list":["post-31146","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/posts\/31146","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/comments?post=31146"}],"version-history":[{"count":2,"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/posts\/31146\/revisions"}],"predecessor-version":[{"id":31153,"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/posts\/31146\/revisions\/31153"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/media\/31149"}],"wp:attachment":[{"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/media?parent=31146"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/categories?post=31146"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.xiazhi.co\/en\/wp-json\/wp\/v2\/tags?post=31146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}