Posts Tagged ‘Business Action World Tour’

CRM Jargon in Chinese

The background:

This is a way overdue post from earlier this year when I delivered some training courses in Mandarin Chinese in China.

Fact is, I had to translate over 300 pages of PPT slides from English to Chinese. So I picked up a lot of CRM jargons in Chinese in a very short period of time. The training courses I delivered were Business Action World Tour in Beijing and Shanghai, which was a 200 level, 4 hours session on xRM with various other MSFT technologies. And Business Action Training Tour, a 300 level 2 day full on training course diving deep on BAWT contents in Guangzhou.

The irony: – 恶补中文!(惡補中文!)

“But aren’t you a native Chinese speaker?” I hear you ask, and “yes” is the answer. However I can articulate these terms well in English since I learnt them in English, but I really had to learn what they are in Chinese as some of them are quite technical.

It’s rather ironic. When my Dad decided that I should become a shepherd and sent me to New Zealand 10 years ago, I had to learn the language – Engrish – pretty much from ground up. The only language that I did know was Chinese, so you’d see Chinese translations scribbled all over the English text I’d have been given to study. This time around, you still see Chinese translations of the English words all over my PPTs. But I was learning Chinese this time rather than English…

The content:

So I’ve compiled a list of these terms from my recollection and I will amend it as I remember more. Some are really simple, others are pretty technical.

English (en-nz) Simplified Chinese (zh-cn) Traditional Chinese
CRM 客户关系管理 客戶關係管理
Seamless integration 无缝集成 無縫集成
Multi-currency 多币种 多弊種
Multi-language 多语言 多語言
Marketing Analysis 市场营销分析 市場營銷分析
Data Cleansing 数据清理 數據清理
Opportunity 商业机会,市场机会 商業機會,市場機會
Lead 潜在客户,潜在顾客 潛在客戶,潛在顧客
Contact 联系人,关联者 聯繫人,關連人
Cost 成本 成本
Profit 利润 利潤
Revenue 收入 收入
Sunk cost 沉没成本 沉沒成本
Liability 负债 負債
Equity 所有者权益 所有者權益
Capital 资本 資本
Asset 资产 資產
Marketing Campaign 市场活动 市場活動
Marketing campaign response 市场活动响应 市場活動響應
Mail merge template 邮件合并模板 郵件合併模板
Lead qualification 潜在客户验证 潛在客戶驗證
Customer Loyalty 客户忠诚度 客戶忠誠度
Return on Investment (ROI) 投资回报 投資回報
Service Level Agreement (SLA) 服务级别协议 服務及別協議
Business process 业务流程 業務流程
Real time communication 实时交流 實時交流
Marketing channels 商业渠道 商業渠道
Response rate 响应率 響應率
Sales target 销售指标 銷售指標
Trending analysis 趋势分析 趨勢分析
Up sale 升级销售 升級銷售
Cross sale 交叉销售 交叉銷售
Workflow customization 工作流定义 工作流定義
Workflow rule 工作流规则 工作流規則
Dashboard 监控看板 監控看板
Online marketing 在线营销 在線營銷
Telemarketing 电话营销 電話營銷
Custom UI 自定义用户界面 資定義用戶界面
Support call 支持请求 支持請求
Support case 支持案例 支持案例
Case management 案例管理 案例管理
Customer satisfaction 客户满意度 客戶滿意度
Customer experience 客户体验 客戶體驗
Self service web portal 自助网站 自助網站
Communication channel 交互渠道 交互渠道
Knowledge base 知识库 知識庫
Consistent customer service experience 始终如一的客服体验 始終如一的客戶體驗
Client side scripting 代理脚本 代理腳本
Call centre 呼叫服务中心 呼叫服務中心
Knowledge base article (KBA) 知识库文章 知識庫文章
Third party integration 第三方集成 第三方集成
Quote, sales order, contracts 报价,订单,合同 報價, 訂單, 合同
Offline access 脱机访问 託機訪問
Sales cycle 销售周期 銷售周期
Line of business application (LOB) 商业应用系统 商業應用系統
Follow up process 跟踪流程 跟蹤流程
Lead routing 分派潜在客户 分派潛在客戶
Win rate 成交率 成交率
Wizard driven 向导驱动 嚮導驅動
Customer interactions 客户交互 客戶交互
Open proposal 未决报价 未決報價
From proposal to invoice 从报价到开票 從報價到開票
Close sales 成交 成交
Sales literature 销售宣传资料 銷售宣傳資料
Sales metrics 销售度量 銷售度量
Performance indicator 业绩指标 業績指標
Product catalog 产品目录 產品目錄
Sales pipeline 销售来源 銷售來源
Customer retention 客户保留 客戶保留
Scalability 可伸展性 可伸展性
Software as a Service (SaaS) 软件即服务 軟件即服務
On-Premise deployment 内部部署 內部部署
Custom development 二次开发 二次開發
Plugins 插件 插件
Data visualization 数据可视化 數據可視化
Mobile development 嵌入式开发 嵌入式開發
Vector-based composition 基于矢量的组成 基於矢量的組成
Extensibility 扩展性 擴展性
databinding 数据绑定 數據綁定
Full trust application 全信托应用程序 全信託應用程序
Business productivity 商业效率 商業效率
Business intelligence 商业智能 商業知能
Unified communication 统一通讯 統一通訊
Enterprise search 企业搜索 企業搜索
Office Business Application (OBA) 办公商业应用 辦公商業應用
Web Portal 门户网站 門戶網站
Enterprise Content Management (ECM) 企业内容管理 企業內容管理
Workspace 工作空间 工作空間
Instant messaging 即时通讯 即時通訊
Enterprise Service Bus (ESB) 企业服务总线 企業服務總線
Partner hosted deployment 合作伙伴托管部署 合作夥伴託管部署
Authentication, authorization 认证,授权 認證, 授權
Transaction 事务 事務
Access control 访问控制 訪問控制
Metering, billing 计量,计费 計量, 計費
Platform providers 平台提供商 平台提供商
Industry solution providers 行业解决方案供应商 行業解決方案提供商
Independent Software Vendor (ISV) 软件开发商 軟件開發商
Value Added Resellers (VARs) 增值经销商 增值經銷商
System Integrators (SIs) 系统集成商 系統集成商
Distributors 分销商 分銷商
Multi-tenancy 多托管者架构 多托管者架構
Hosting provider 托管商 托管商
Tenant 托管者 托管者
Database failover 数据库切换 數據庫切換
Downtime 中断时间 中斷時間

More Business Actions


This is way more exciting than Business Time by Flight of the Conchords (okay, maybe that’s debatable). If you missed out on the Business Action World Tour that happened in in March all around the world in person. Never fear!!! Here is another chance. The same sessions will be delivered via Livemeeting across three different time zones from Monday 27th April to Friday the first of May.

For content details and registrations visit Ben Riga’s post or Catherine Eibner’s post.



This is the next wave of Worldwide Business Action on Microsoft Dynamics CRM by Microsoft Metro program. It’s a two-day Instructor Led Training (ILT) course and my colleague Chris Auld is instructing this course in Singapore on 10th-11th May and Sydney on 14th-15th.

Back in February, a team of us at Intergen worked very hard and built the content for this training course – six modules; a mix of presentation decks, demonstrations and hands-on labs for this training course. The labs are step by step instructions on how to build Line of Business applications by leveraging the greatness of Microsoft Dynamics CRM as an application platform and integrate with WPF, Silverlight, OBAs, OCS, .NET Service and Windows Azure.

For registrations refer to blog posts from Chris or Catherine.

Microsoft Business Solutions in China

First thing first, MBS is short for Microsoft Business Solutions and is synonymous with Microsoft Dynamics. Microsoft Dynamics is Microsoft’s offerings on ERP and CRM systems.

On a recent trip to China, I delivered a training courseBusiness Action World Tour – in Mandarin, in Beijing and Shanghai, China, and here is the blog post I promised on MBS in China.

While I was there, I had a chance to work with folks from MBS China, MCS Shanghai, a local MBS partner on a 4000 seats CRM implementation for a local bank. In this post I write about what I have seen / learnt / realized some of the unique characteristics of the Chinese market in the business solutions arena and Microsoft Business Solutions in particular from working with these folks.

The business solutions market in China is pretty fairly partitioned
Tier 1 companies, ones that employ tens or hundreds of thousands of people like large telcos, banks, insurance companies, power companies, big manufacturing plants and some foreign invested global corporations. They are floating in all major stock exchange markets and are chopped up between SAP, Oracle, Siebel, IBM etc, a few global competitors. This is a global phenomena and this is no exception in China. So in terms of business solutions in this market tier, the level of maturity on both demand and supply sides is comparable to it in most developed countries. Microsoft is positioning its Dynamics Suite of ERP and CRM systems at tier 2 and 3, and there is no *good* ERP and CRM, local or foreign, for the small to medium market (Tier 2 & 3) in China apart from the Microsoft Dynamics Suite, this is great for Microsoft in the long run. But, this market tier is nowhere as mature as tier one. MBS isn’t doing particularly well comparing to other parts of the world – MBS GCR only has an annual sales target of 9 millions US and 3 millions for CRM, this is shockingly low for a 1.4 billion population economy.

In general, businesses in China, don’t fully understand the function of IT in a business
This is a true reflection of a developing economy. Business solutions in China for tier 2 and 3 market is still at its very early days, they don’t really have well defined business processes to drive their business operations, things happen and decisions are made on a very ad hoc basis, unorganized verbal communications is the main channel of driving business operations. They typically see IT systems as commodities that they can live without or a one off purchase and then shelved away for the rest of its life, there is no drive for adoption or satisfaction. They don’t see IT systems as an ongoing investment for the business to adapt changes in the business. In general, business owners and managers in China have a very primitive view on IT, they haven’t understood the value propositions of IT solutions in a business. They haven’t realized how IT solutions can drive productivity at individual workers level as well as organization level. They are yet to see the role of IT in driving company wise business operations’ efficiency, transparency, predictability and consistency. Concepts like Business Intelligence, Line of Business Solutions, Workflow driven business operations and organization collaborations are only just starting to emerge in this market tier. Then again, this is China we are talking about here, one of the main characteristics of the Chinese economy is cheap labour – if businesses can achieve the same tasks with 100 men running around manufacturing plants at 10 dollars a day, why would they choose to spend 3 million dollars on an ERP system that does roughly about the same thing?

There are, however, businesses in this tier are leading the way in adopting Line of Business solutions. They are riding at the forefront of this MBS wave and taking full advantage of being an early technology adopter. They wish to achieve two main goals from adopting a LOB solution. One, through implementing a LOB solution, they wish to define and formalize their business processes that drive their business operations. Two, they wish to benchmark these business processes against them of worldwide best practices in their specific industry verticals. This is more than just a couple of Business Analysts joggling along and formalize what’s already there. This is having specialized business consultants with relevant industry knowledge come in, look at their businesses and define their processes. This is distinctly different from what we have here in New Zealand and most developed countries where businesses already have a well defined set of business processes and business operations are driven by these processes. What they need is a *tool* to realize/automate these processes. In other words, businesses in the western world know what they do the best, IT systems implementers like Intergen, are literally “implementers” and working with the business to *refine* their business processes at the most.

So, what businesses in China need are end to end business solutions in their respective industry vertical, can MBS meet these needs?

MBS ecosystem in China lack business knowledge
In China, the MBS ecosystem is made up of MBS in China, MCS China and local MBS partners in China.

Microsoft Business Solutions (MBS) China, is a marketing and sales team that’s geared around license sales on the suite of Microsoft Dynamics products. (At the time of this blog post, MBS China only officially supports Microsoft Dynamics CRM and AX). They have technical pre-sales support, but that’s as far as it goes. They are not involved in post sales implementation.

Microsoft Consulting Services (MCS) China is a team of technology specialists and is very light on Dynamics but nevertheless they still are involved in implementations with their very limited Dynamics capability. There was only one person in MCS Shanghai that has had MSCRM implementation experience.

Local MBS partners, these folks are the main task forces for implementing MBS solutions in China. They are either foreign invested or home grown. What you’ll find amongst these partners is, they have good technical capabilities just like any other Microsoft dev shops, however they lack knowledge on industry vertical business solutions.

When I was helping out on this 4000 seat CRM implementation for a local bank, one of the senior managers asked for “Business solution for Customer Relationship Management in the banking sector”. No one could answer to that request, not MBS China, not MCS China, not the partner.

So here we have; businesses asking for best practices, benchmark business processes and solutions for running a paper mill factory on one hand, and 10 C# coders dressed up in suits and ties sitting across the table looking blindly at each other on the other hand. I’m not sure how well this deal is going down for.

There is a distinct mismatch between what the market *wants* and what MBS ecosystem in China can “provide”. This sets MBS apart from SAP and Oracle. No wonder MBS China has shockingly low sales targets…

IT service is cheap and very competitive in China
”Cheap labour” doesn’t  just apply to brick shifters, it applies across the economy and also to IT Services. On average local MBS partners charge at RMB¥2000 (NZD $600 – $350, USD$300-$175 depending on forex rate) per person per day. So for the foreign companies that want to explore the Chinese market, you simply can’t compete on price with the local partners, unless you are to set up an offshore office that hire locals and pay local wages as well.

Political and social pressure
This is another unique characteristic of the Chinese economy – a social and political one. There is a fair bit of pressure from central government and communities on keeping people employed, so businesses sometimes have to consider striking a very fine balance between employment rates and company efficiency. So businesses do have to think twice before implementing a system and make a whole lot of people redundant…

Where to from here???
The demand for business solutions in China in tier 2 and 3 is already picking up, with the Chinese economy and this market matures over time, the demand will grow exponentially.

Microsoft and partners need to take a long and hard look at this market, look at the needs and wants of this market.

1. To the Chinese market, MSFT needs to position the Dynamics suite not just as products but more importantly as end to end business solutions offerings in variously different industry verticals, put solutions ahead of products.

2. MSFT actually needs to *BUILD* these business solutions offerings on top of the Dynamics products and ship them with the products, put business back into the solutions. Keep your eyes on SAP and Oracle and no else where.

3. MSFT and partners need to look at building up their capabilities around providing business solutions offerings to their customers. There needs to be business processes people, there needs to be business consultants that specialize in different industry verticals not just technical people. Again, look at how SAP and Oracle build their implementation partners.

There is a long way ahead of us all my friends, and it only gets more exciting! 🙂

Microsoft Dynamics CRM – Business Action World Tour – Beijing, Shanghai China

From the 9th to the 15th March I delivered a training course “Business Action World Tour” in Beijing and Shanghai, China – in mandarin. 🙂 It is part of a greater Microsoft Metro program, which is a technology early adoption program by Microsoft Dynamics DPE team in Seattle.

These were half a day overview events focusing on the following aspects with demos to kill;

1. Dwelling on the xRM concept and elaborate on building Line-of-Business applications with Microsoft Dynamics CRM as an application platform. To hear Steve Ballmer himself talking about xRM in an exclusive interview with Destination CRM Magazine July 2008 issue (Flash Player required.)

2. Leveraging Microsoft’s investments in WPF and Silverlight to build compelling user experiences into Line-of-Business Applications with Microsoft Dynamics CRM.

3. Increase information workers’ productivity and Leverage organizations’ existing investment and skills with MS Office suite of products, by building Office Business Applications (OBAs) that interact with MS CRM. So information workers don’t have to leave their familiar environments – Office word, excel etc – to perform LoB application tasks.

4. Increase organization wise productivity by exploring possible integration points with “Office on the server” products, SharePoint and OCS specifically.

5. Compare the pros and cons for different deployment possibilities with Microsoft Dynamics CRM 4.0; On-Premise, Partner hosted or Microsoft’s own datacenter through CRM online.

6. Showcase a self-service web application that integrates with a LoB application built on Dynamics CRM Online, also consumes third party services. The best part is, this web application is hosted by Windows Azure Services Platform. So, anything and everything about this application is in the cloud.

I’ve learnt so much delivering this course in Mandarin. To ease understanding of my Chinese audience, I translated the 101 pages of  PPT from English to Chinese, I picked up all of the technical terms in Chinese along the way. The translated version of the PPT is here for download for anyone that’s interested.

Also, I’m writing a post on what the Chinese market is like for Microsoft Business Solutions, so subscribe to this blog to stay tuned.

Microsoft Dynamics DPE team folks have also blogged about these events:

Ben Riga – Group Manager for Dynamics DPE in Seattle

Girish Raja – Technical Evangelist for Dynamics CRM in Seattle

Catherine Eibner – Dynamics Developer Evangelist, Sydney

Microsoft Dynamics CRM Team Blog