本文選題：呼叫中心 + 客戶關(guān)系管理��； 參考：《北京郵電大學(xué)》2013年碩士論文

【摘要】：面對(duì)當(dāng)今快速運(yùn)作、競(jìng)爭(zhēng)激烈的市場(chǎng),產(chǎn)品的同質(zhì)化競(jìng)爭(zhēng)已成為不可避免的趨勢(shì)。因此,依靠?jī)?yōu)質(zhì)的客戶服務(wù)來(lái)提升客戶體驗(yàn)及客戶滿意度成為了企業(yè)致勝的關(guān)鍵,客戶關(guān)系管理(CRM)系統(tǒng)也在此情況下應(yīng)運(yùn)而生。一個(gè)完善的客戶關(guān)系管理系統(tǒng)不但可以幫助企業(yè)更好的管理外部客戶關(guān)系,同時(shí)可以幫助企業(yè)實(shí)現(xiàn)更高效的內(nèi)部管理。 論文首先介紹了CRM客戶關(guān)系管理產(chǎn)生的原因,分析了CRM系統(tǒng)對(duì)于企業(yè)發(fā)展的意義。接著簡(jiǎn)單介紹了CRM系統(tǒng)采用的技術(shù)架構(gòu)以及呼叫中心相關(guān)技術(shù),ACD, CTI和IVR等,為后文系統(tǒng)設(shè)計(jì)時(shí)技術(shù)的選取提供了參考。 其次,本系統(tǒng)是針對(duì)咨詢行業(yè)的預(yù)約管理CRM系統(tǒng),詳細(xì)分析該咨詢公司的業(yè)務(wù)需求后,基于原有呼叫中心平臺(tái)設(shè)計(jì)了該系統(tǒng)的基本功能模塊。主要分為與客戶建立聯(lián)系的業(yè)務(wù)受理子系統(tǒng)以及管理內(nèi)部流程信息的運(yùn)營(yíng)支撐子系統(tǒng)和綜合管理子系統(tǒng)。接著詳細(xì)設(shè)計(jì)了每個(gè)功能模塊的流程,對(duì)各功能模塊的工作原理進(jìn)行了說(shuō)明。 最后,對(duì)論文完成的工作進(jìn)行了總結(jié),主要從預(yù)約管理CRM系統(tǒng)的功能和完成的資源整合和多渠道溝通方式三部分提出了改進(jìn)意見,并根據(jù)CRM系統(tǒng)未來(lái)發(fā)展趨勢(shì)規(guī)劃出了本系統(tǒng)的后續(xù)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.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：TP315

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本文編號(hào)：1983274