成都电业局大客户辅助信息管理系统设计与实现

发布时间：2018-12-17 13:49

【摘要】：客户关系管理系统,是以客户为中心开展的企业服务和营销的IT运营支撑系统越来越广泛的主要应用在全球的银行、通讯、物流和其他服务行业,其发展速度是惊人的。所以客户关系管理理论和实践日益受到其他行业企业的重视并逐步引入。越来越多的企业结合自身行业特点,逐步贯彻客户关系管理的理念和原则,并且通常选择对在激烈的竞争中使企业屹立不倒、贡献最大的重要和长期客户,作为客户关系管理系统的切入点,实现长期稳定的发展,并建立一个新的秩序,推广到整个企业的产业链。电力传输企业将电力作为一种特殊产品,其客户关系管理有其瞬时生产、瞬时传输、瞬时消耗的特殊性和复杂性。电力传输企业面对激烈的市场竞争,对于大客户必须提高电力公司的客户服务水平,服务质量和市场营销能力,提供质量标准化管理的优先级,有效促销、服务差异化、个性化,提大高客户服务水平、改善客户服务水平、将有助于建立起来良好企业形象,产生更大的经济效益,优化企业外部环境。本文完成了成都电业局大客户辅助信息管理系统的实现,对大客户经理日常客户服务和营销工作展开分析,对大客户辅助信息系统的现实意义、发展现状、技术实现和未来的发展趋势进行了阐述,对成都供电局及其大客户的业务需求进行了分析,根据部门规划要求和相关工作人员的反馈,采用了适度领先的开发模式,系统采用了基于J2EE前台页面和业务逻辑实现、Weblogic中间件用来屏蔽不同平台差异、Oracle 9i数据库确保大数据量性能和可靠性、结合IVR语音等技术形成一套多层次、可伸缩、易扩展的表示层、应用层和数据层的三层架构。为了顺应技术发展趋势更好的满足用户期望,在表示层和应用层间使用Ajax等技术,可以开发出界面响应快速、前后台数据动态更新的系统界面功能。本课题所研究和设计开发了成都电业局大客户辅助信息管理系统、及实施过程,推进了大客户经理工作信息化。实现了客户服务和业务营销的“一站式”大客户经理服务支撑平台,并实现对大客户业务信息进行挖掘分析,提供可靠的营销、服务指导,进而触发后续营销、挽留等业务流程。正式投入使用后的系统加强对大客户相关业务流程的电子化实施,有效联系内外相关部门,为供电企业大客户提供专属服务,大大提升高质量服务的覆盖面。
[Abstract]:Customer relationship management system (CRM) is an enterprise service and marketing support system based on customer. It is widely used in banking, communication, logistics and other service industries in the world, and its development speed is amazing. Therefore, the theory and practice of customer relationship management have been paid more and more attention to by other industries. More and more enterprises combine their own characteristics of the industry, gradually implement the concept and principles of customer relationship management, and usually choose to make the enterprise stand firm in the fierce competition, and contribute the most important and long-term customers. As the breakthrough point of customer relationship management system, it can realize long-term stable development and establish a new order, which can be extended to the whole enterprise industry chain. Power transmission enterprises regard power as a special product, and its customer relationship management has its particularity and complexity of instantaneous production, instantaneous transmission and instantaneous consumption. Facing the fierce market competition, the power transmission enterprises must improve the customer service level, service quality and marketing ability of the power company, provide the priority of the quality standardization management, promote effectively, and the service differentiation, for the big customer, the power transmission enterprise must improve the customer service level, the service quality and the marketing ability, provide the quality standardization management priority. Personalization, increasing the level of customer service and improving the level of customer service will help to establish a good corporate image, produce greater economic benefits, and optimize the external environment of the enterprise. This paper has completed the implementation of the major account assistant information management system of Chengdu Electric Power Bureau, analyzed the daily customer service and marketing work of the key account manager, and the practical significance and development status of the major account assistant information system. The technical realization and the development trend in the future are expounded, and the business requirements of Chengdu Power supply Bureau and its major customers are analyzed. According to the requirements of department planning and feedback from relevant staff, a moderately leading development mode is adopted. The system is implemented based on J2EE foreground page and business logic, Weblogic middleware is used to shield the differences between different platforms, Oracle 9i database ensures the performance and reliability of large amount of data, combined with IVR voice technology to form a set of multi-level, scalable, and so on. Easy to expand the presentation layer, application layer and data layer of the three-tier architecture. In order to adapt to the trend of technology development, using Ajax technology between presentation layer and application layer, we can develop the interface function which can respond quickly and update the front and background data dynamically. The research and development of Chengdu Electric Power Bureau's assistant information management system for large customers and its implementation process have promoted the informationization of key account managers' work. Realizing the "one-stop" service support platform of customer service and business marketing, and realizing the mining and analysis of the major account business information, providing reliable marketing and service guidance, and then triggering the subsequent marketing. Retain and wait for business process. After being put into use, the system strengthens the electronic implementation of the related business processes of the major customers, effectively contacts the relevant departments inside and outside, provides exclusive services for the large customers of power supply enterprises, and greatly improves the coverage of high-quality services.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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