基于呼叫中心的CRM系统研究

发布时间：2018-06-05 20:15

本文选题：呼叫中心 + 客户关系管理　；参考：《北京邮电大学》2013年硕士论文

【摘要】：面对当今快速运作、竞争激烈的市场,产品的同质化竞争已成为不可避免的趋势。因此,依靠优质的客户服务来提升客户体验及客户满意度成为了企业致胜的关键,客户关系管理(CRM)系统也在此情况下应运而生。一个完善的客户关系管理系统不但可以帮助企业更好的管理外部客户关系,同时可以帮助企业实现更高效的内部管理。论文首先介绍了CRM客户关系管理产生的原因,分析了CRM系统对于企业发展的意义。接着简单介绍了CRM系统采用的技术架构以及呼叫中心相关技术,ACD, CTI和IVR等,为后文系统设计时技术的选取提供了参考。其次,本系统是针对咨询行业的预约管理CRM系统,详细分析该咨询公司的业务需求后,基于原有呼叫中心平台设计了该系统的基本功能模块。主要分为与客户建立联系的业务受理子系统以及管理内部流程信息的运营支撑子系统和综合管理子系统。接着详细设计了每个功能模块的流程,对各功能模块的工作原理进行了说明。最后,对论文完成的工作进行了总结,主要从预约管理CRM系统的功能和完成的资源整合和多渠道沟通方式三部分提出了改进意见,并根据CRM系统未来发展趋势规划出了本系统的后续研究方向。
[Abstract]:In the face of rapid operation and fierce competition, homogenization of products has become an inevitable trend. Therefore, relying on high quality customer service to improve customer experience and customer satisfaction has become the key to success, and customer relationship management (CRM) system has emerged in this situation. A perfect customer relationship management system can not only help enterprises to better manage external customer relations, but also help enterprises to achieve more efficient internal management. The significance of CRM system for enterprise development is analyzed. Then it introduces the technical framework of CRM system and the related technologies of call center, such as ACDC, CTI and IVR, which provides a reference for the later design of the system. Secondly, this system is a CRM system for consulting industry. After analyzing the business requirement of the consulting company in detail, the basic function module of the system is designed based on the original call center platform. It is mainly divided into business acceptance subsystem, operation support subsystem and integrated management subsystem. Then, the flow chart of each functional module is designed in detail, and the working principle of each functional module is explained. Finally, the work accomplished in this paper is summarized. This paper puts forward some suggestions on the improvement of CRM system from three parts: the function of CRM system, the integration of resources and the way of multi-channel communication. According to the future development trend of CRM system, the future research direction of the system is planned.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP315

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