客户服务支持管理信息系统设计与实现

发布时间：2018-06-18 15:37

本文选题：客户服务 + 企业信息化　；参考：《中南大学》2013年硕士论文

【摘要】：摘要：随着社会经济的不断发展和信息技术的不断更新,面对激烈的市场竞争,使用Web网络技术进行客户关系管理和客户服务支持已经成为各个企业的第一选择,使用该技术能实现服务的高效化、优质化和快捷化。该技术是将信息技术应用到客户管理中,能帮助企业有效的收集信息、存储信息、处理信息并反馈信息,能为客户提供优质的服务,从而提高用户的体验满意度和舒适度,进而增加客户对于企业的忠诚度,为企业后续的发展以及市场的开拓建立良好的基础,也是提高企业竞争力和经济效益的良好途径。本文以通信服务企业信息化建设项目为研究背景,分析了通信公司客户服务支持管理的需求,建立了基于WEB的客户服务支持管理信息系统,能从客户基本资料管理、业务管理、投诉管理、客户关系管理、查询与营销管理以及系统维护管理等方面实现客户服务的优化。系统采用基于B/S结构的系统开发模式,通过Eclipse5.5JAVA语言进行开发实现,完成了集客户信息管理、客户服务管理、客户业务受理、系统维护等功能于一体的系统目标,较好地满足了通信服务企业在服务和发展方面的需要,方便服务于广大的客户群体。实际应用中表明,通过引入客户服务支持管理信息系统,通信服务企业可以管理客户信息,实现用户服务功能,维护良好的客户关系；解决客户服务事务,实现通信服务企业资源优化配置,促使服务企业的经济效益快速增长。总体来说,通信服务企业可以借助于客户服务支持管理系统来实现企业服务资源和市场经济效益的平衡性发展。
[Abstract]:Absrtact: with the development of social economy and the renewal of information technology, in the face of fierce market competition, it has become the first choice of each enterprise to use Web network technology to carry out customer relationship management and customer service support. Using this technology can achieve high-efficiency, high-quality and fast service. This technology is to apply information technology to customer management, which can help enterprises to collect information, store information, process information and feedback information effectively. It can provide high quality service for customers, and thus improve the satisfaction and comfort of the experience of users. Furthermore, it is a good way to improve the competitiveness and economic benefit of enterprises by increasing the loyalty of customers to enterprises and establishing a good foundation for the subsequent development of enterprises and the development of markets. Based on the research background of communication service enterprise information construction project, this paper analyzes the requirement of customer service support management in communication company, and establishes a customer service support management information system based on Web, which can manage customer basic information and business management. Complaint management, customer relationship management, query and marketing management and system maintenance management to achieve customer service optimization. The system adopts the system development mode based on the structure of B / S and realizes it by Eclipse 5.5 Java language. The system aims to integrate the functions of customer information management, customer service acceptance, system maintenance and so on. It can meet the needs of service and development of communication service enterprises, and it is convenient to serve customers. The practical application shows that by introducing customer service support management information system, communication service enterprises can manage customer information, realize user service function, maintain good customer relationship, and solve customer service affairs. To realize the optimal allocation of the resources of the communication service enterprises and promote the rapid growth of the economic benefits of the service enterprises. In general, communication service enterprises can achieve balanced development of service resources and market economic benefits by means of customer service support management system.
【学位授予单位】：中南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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