基于CRM的大客户服务系统的开发与实践

发布时间：2018-03-22 14:14

本文选题：大客户　切入点：关系管理系统　出处：《南昌大学》2017年硕士论文　论文类型：学位论文

【摘要】：电信运营商要生存和发展,最重要是利润和客户。其中大客户数量是电信运营商行业中至关重要的,也是运营商的主要收入来源。如何识别和发展大客户,如何根据其特征提供有别于普通客户的个性化服务,如何占领大客户市场份额,如何实现企业的最大利润化,四大焦点已是通信行业的最关心的问题。伴随着中国通信市场的开放性和包容性,大客户服务、大客户数据的分析以及个性化营销策略突显其重要[1]。由此大客户关系管理系统可以帮助电信运营商争夺更多的大客户资源、提高企业生产率、降低企业管理成本,可谓一举三得。由于电信运营商产品信息复杂而多变、服务区域广、客户资料信息不完善以及现有的管理模式传统化,导致设别和发展大客户非常困难。为了完成电信运营商量收指标,近几年在大客户市场的抢夺越加明显。为了满足大客户的通信需求和个性化服务,江西电信有必要建设以大客户为导向的方针策略以及个性化服务用户的经营模式。由于大客户产生的高价值和影响力,对通信行业具有很高的战略意义。因此,大客户关系管理系统是客户信息管理工作的根基,它能更好的帮助江西电信在大客户的市场上开疆拓土。本论文结合了电信大客户概念和CRM系统概念,以及当前局势下江西电信对大客户信息管理的根本需求,设计出一套大客户管理系统,该系统有利于江西电信大客户数据的挖掘采集分析和服务管理水平的优化。
[Abstract]:In order to survive and develop, the most important thing for telecom operators is profit and customers, among which the number of major customers is the most important and the main source of revenue for telecom operators. How to identify and develop large customers, How to provide personalized service which is different from ordinary customers according to its characteristics, how to occupy the market share of big customers, how to realize the maximum profit of enterprises, With the openness and inclusiveness of the Chinese communications market, major customer service, The analysis of large customer data and personalized marketing strategy highlight its importance [1]. Thus, the key customer relationship management system can help telecom operators compete for more major customer resources, improve enterprise productivity, and reduce the cost of enterprise management. Because the product information of telecom operators is complex and changeable, the service area is wide, the customer information is not perfect, and the existing management mode is traditional, It is very difficult to set up and develop large customers. In order to fulfill the target of telecom operators' volume collection, the grabbing in the market of major customers in recent years has become more and more obvious, and in order to meet the communication needs and personalized services of major customers, It is necessary for Jiangxi Telecom to build a policy and strategy oriented by large customers and a management model of personalized service users. Because of the high value and influence of large customers, Jiangxi Telecom has a high strategic significance to the communication industry. The key customer relationship management system is the foundation of customer information management, it can help Jiangxi Telecom to open up the frontier in the market of the big customer better. This paper combines the concept of big customer of telecom and the concept of CRM system. Under the current situation, the author designs a set of key customer management system, which is conducive to the data mining, collection, analysis and service management level optimization of Jiangxi Telecom.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52

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