基于eKey认证的移动VIP客户管理系统的分析与设计

发布时间：2018-02-12 19:54

本文关键词： VIP客户 eKey认证客户管理系统设计　出处：《北京邮电大学》2010年硕士论文　论文类型：学位论文

【摘要】：近年来,随着经济的快速发展,人们生活水平日渐提高,相应的对企业服务的要求也随之提高,优质服务成为企业最有力的竞争手段之一,而客户管理成为每个企业的重要组成部分。移动通信市场上竞争手段升级换代,移动通信企业越来越意识到客户服务质量是企业最重要的核心竞争力,必须以客户为中心,获取较高的客户满意度和忠诚度,才能在竞争中立于不败之地,服务逐渐替代价格成为新的主要竞争点,优质服务也将是3G时代的主旋律,VIP客户将是企业争夺的焦点客户。如何有效地把VIP客户服务做到优质具有深层次的战略意义。不同的VIP用户有着不同的业务需求。eKey系统通过将各种功能模块固化在U盘内部,用户只需简单的操作就能体验到差异化、个性化的服务,在大幅提升用户体验的同时降低了用户的操作复杂度,而将复杂的工作交由远端服务器系统进行本系统设计利用现代计算机信息管理技术手段,结合移动公司实际的客户管理过程中的客户关系管理、维护与更新模式,经过实际的需求分析,开发了客户管理系统软件,初步实现管理自动化。系统主要由用户认证、广告推送、即时聊天、维护管理四大部分组成,主要完成客户的信息收集、需求识别、服务提供三项工作。在实现了低管理成本的同时,也能及时、分类掌控客户需求,实现精细化管理,以达到对VIP客户有效服务的目的。本文根据电信行业的现状和业务特点,首先分析了基于eKey认证的移动VIP客户管理解决方案系统的总体结构,建设方案,提出和分析了eKey认证系统的需求;接着论述了基于eKey认证的VIP客户管理系统的模块设计思路,重点对说明了客户端、服务器端,管理部分的功能；并进一步对基于eKey的VIP客户管理系统的流程设计进行了具体分析；最终对设计方案进行了初步实现,获得了在内蒙移动测试结果。
[Abstract]:In recent years, with the rapid development of economy, people's living standard is improving day by day, and the corresponding requirements for enterprise service are also raised. Quality service has become one of the most powerful competitive means of enterprises. Customer management has become an important part of every enterprise. Mobile communication enterprises are increasingly aware that customer service quality is the most important core competitiveness of enterprises, and must take customer as the center. Only by obtaining high customer satisfaction and loyalty can we stand in an invincible position in the competition. Service gradually replaces the price and becomes the new main competition point. High quality service will also be the main theme of 3G era. How to effectively achieve high quality VIP customer service is of deep strategic significance. Different VIP users have different business requirements. EKey systems solidify various functional modules inside the U disk, and users can experience differentiated and personalized services with a simple operation. It greatly improves the user experience and reduces the complexity of the user's operation, leaving the complex work to the remote server system. This system is designed to use modern computer information management technology means, combined with the actual customer relationship management, maintenance and update mode in the process of mobile company's customer management, through the actual demand analysis, developed the customer management system software. The system is mainly composed of four parts: user authentication, advertising push, instant chat and maintenance management. It mainly completes customer information collection and requirement identification. The service provides three tasks. At the same time, it can achieve low management cost, timely, classify and control customer demand, realize fine management, to achieve the purpose of effective service to VIP customers. According to the current situation and business characteristics of telecom industry, this paper firstly analyzes the overall structure and construction scheme of mobile VIP customer management solution system based on eKey authentication, and puts forward and analyzes the requirements of eKey authentication system. Then, the module design of VIP customer management system based on eKey authentication is discussed, and the functions of client, server and management are emphasized. Furthermore, the flow design of VIP customer management system based on eKey is analyzed in detail. Finally, the preliminary implementation of the design scheme is carried out, and the results of mobile test in Inner Mongolia are obtained.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2010
【分类号】：TP315

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