企业客户服务支持管理信息系统
发布时间：2018-09-07 07:01
【摘要】：在信息技术飞速发展的今天,受以Internet技术为主要核心的企业互动、全球一体化的影响,很多企业都会面临一系列的问题,例如,如何将资源、销售与企业发展紧密联系;对于潜在客户的定位与发展等。所以,以产品为中心的老式观点已经逐渐的被以客户为中心的管理策略所替代。对客户及其相关信息的整理对企业的可持续发展至关重要,客户忠诚度主要源于以下几个方面:品牌的信誉、产品的质量、销售服务的质量以及售后服务的质量,做好其中任意一个环节都有助于提升客户忠诚度。CRM(Customer Relationship Management客户关系管理)有很多的组成部分,客服服务管理模块是其中一个十分重要的部分。在网络环境下,客户服务支持管理信息系统将成为一个企业面向客户的窗口。对此系统中各项功能的完善势必会大大提高企业的核心竞争力,随之而来的就是销售额的大幅增加,企业形象的大幅提升。所有的这一切是以客户服务来支持管理的。在网络环境中人们会将视线更多的聚焦在怎么优化这样一个客户来支持服务的系统,如何提升对它的满意度,以及如何吸引来更多的客户注意。基于对上述事实的考虑,客户服务支持管理信息系统应运而生。客户服务支持管理信息系统主要实现了以下三个功能,第一,对客户反馈回来的信息进行详细的记录,第二,对这些记录的集中式管理,第三,对这些记录的检索等。同时,还可以进一步为客户进行个性化的定制服务,在企业的智能决策方面起到作用。客户服务支持管理信息系统采用SQLServer和.NET为平台工具进行设计开发。该系统主要实现了下面五个主要模块:第一个子模块,客服记录管理;第二个子模块,客户信息管理;第三个子模块,工作记录管理;第四个子模块,服务调查管理;第五个子模块,记录分配管理。本文主要由以下几个部分组成:第一章绪论部分主要介绍了国内外的相关研究背景与研究现状。第二章介绍了本文所要实现的客户服务支持管理系统所需要的依赖的核心技术。第三章总体设计交待了该系统一个大体上的设计思路与实现。第四章则通过用例图类图等关系给出了系统的详细实现。第五章给出了系统的测试部分,检测我们的系统是否能良性的运行。
[Abstract]:With the rapid development of information technology, many enterprises are faced with a series of problems, such as how to link resources, sales and enterprise development closely under the influence of Internet technology as the main core of enterprise interaction and global integration. Position and development of potential customers. Therefore, the old-fashioned product-centric view has been gradually replaced by a customer-centric management strategy. The collation of customers and related information is very important to the sustainable development of enterprises. Customer loyalty mainly comes from the following aspects: brand reputation, quality of products, quality of sales and service and quality of after-sales service. There are a lot of components to do a good job of customer loyalty. CRM customer relationship management. Customer service management module is a very important part. In the network environment, customer service support management information system will become a customer-oriented window. The perfection of the functions of this system will greatly improve the core competitiveness of the enterprise, followed by a large increase in sales volume and corporate image. All this is supported by customer service. In the network environment, people will focus more on how to optimize such a customer to support the service system, how to enhance satisfaction with it, and how to attract more customer attention. Based on the above facts, customer service support management information system emerges as the times require. The customer service support management information system mainly realizes the following three functions: first, the detailed recording of the information returned by the customer; second, the centralized management of these records; thirdly, the retrieval of these records. At the same time, it can further provide customized service for customers, which plays an important role in enterprise intelligent decision-making. Customer service support management information system is designed and developed with SQLServer and. Net as platform tools. The system mainly implements the following five main modules: the first sub-module, customer service record management; the second sub-module, customer information management; the third sub-module, work record management; the fourth, service survey management; The fifth sub-module, record allocation management. This paper is mainly composed of the following parts: the first chapter introduces the background and current situation of the research at home and abroad. The second chapter introduces the core technology of customer service support management system. The third chapter describes the overall design of the system a general idea and implementation. In chapter 4, the detailed implementation of the system is given by use case diagram and class diagram. The fifth chapter gives the test part of the system to check whether our system can run well.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52
本文编号：2227541
[Abstract]:With the rapid development of information technology, many enterprises are faced with a series of problems, such as how to link resources, sales and enterprise development closely under the influence of Internet technology as the main core of enterprise interaction and global integration. Position and development of potential customers. Therefore, the old-fashioned product-centric view has been gradually replaced by a customer-centric management strategy. The collation of customers and related information is very important to the sustainable development of enterprises. Customer loyalty mainly comes from the following aspects: brand reputation, quality of products, quality of sales and service and quality of after-sales service. There are a lot of components to do a good job of customer loyalty. CRM customer relationship management. Customer service management module is a very important part. In the network environment, customer service support management information system will become a customer-oriented window. The perfection of the functions of this system will greatly improve the core competitiveness of the enterprise, followed by a large increase in sales volume and corporate image. All this is supported by customer service. In the network environment, people will focus more on how to optimize such a customer to support the service system, how to enhance satisfaction with it, and how to attract more customer attention. Based on the above facts, customer service support management information system emerges as the times require. The customer service support management information system mainly realizes the following three functions: first, the detailed recording of the information returned by the customer; second, the centralized management of these records; thirdly, the retrieval of these records. At the same time, it can further provide customized service for customers, which plays an important role in enterprise intelligent decision-making. Customer service support management information system is designed and developed with SQLServer and. Net as platform tools. The system mainly implements the following five main modules: the first sub-module, customer service record management; the second sub-module, customer information management; the third sub-module, work record management; the fourth, service survey management; The fifth sub-module, record allocation management. This paper is mainly composed of the following parts: the first chapter introduces the background and current situation of the research at home and abroad. The second chapter introduces the core technology of customer service support management system. The third chapter describes the overall design of the system a general idea and implementation. In chapter 4, the detailed implementation of the system is given by use case diagram and class diagram. The fifth chapter gives the test part of the system to check whether our system can run well.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52
【参考文献】
相关期刊论文 前2条
1 凌云峰,万晓冬;基于ERP的CRM开发模式探讨[J];计算机应用与软件;2004年12期
2 陈旭;CRM综述[J];计算机应用研究;2001年08期
，本文编号：2227541
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