客户服务支持管理信息系统分析与设计

发布时间：2018-05-25 23:27

本文选题：客户服务支持 + 管理信息系统　；参考：《云南大学》2013年硕士论文

【摘要】：良好的客户关系管理能够帮助企业树立以客户为中心的发展战略,不断优化与客户关系相关的全部业务流程,并在此基础上利用先进的信息技术及优化的管理方法为企业争取、发展和保持客户资源,进而提升企业核心竞争力和客户满意度及忠诚度,达到长期、稳定盈利的目的。基于此,对客户关系的良好管理及有效及时的服务是本系统的核心以及关注重点。本系统通过客户信息管理、客户记录资料管理、服务记录得到由系统分配管理、工作信息管理、服务调查管理、基础配置数据管理、客户关系管理、客户服务跟进管理、系统配置几大功能进行客户业务关系及全方位服务的流程化管理。本系统采用MS visual studio2005/MS sql2005/MS source safe搭建开发环境,针对工作无序化、资源分散化、工作流程化繁复的旧式客户管理方法进行业务流程优化,提出目标准确、服务及时、全面满意的标准化流程,真正做到提高客户满意度,企业的客户保持率。
[Abstract]:Good customer relationship management can help enterprises to set up a customer-centered development strategy, constantly optimize all the business processes related to customer relations, and on this basis, use advanced information technology and optimized management methods to strive for the enterprise. Develop and maintain customer resources to enhance core competitiveness, customer satisfaction and loyalty to achieve long-term and stable profitability. Based on this, good management of customer relationship and effective and timely service are the core and focus of the system. The system through customer information management, customer record data management, service records by the system distribution management, job information management, service survey management, basic configuration data management, customer relationship management, customer service follow-up management, The system configures several functions to carry on the customer business relations and the omni-directional service flow management. This system uses MS visual studio2005/MS sql2005/MS source safe to set up the development environment, aiming at the old customer management method of disorderly work, decentralized resources and complicated work flow, it puts forward the accurate target and timely service. Overall satisfaction with the standardization process, truly improve customer satisfaction, enterprise customer retention rate.
【学位授予单位】：云南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

【共引文献】