【摘要】：在競(jìng)爭(zhēng)日益激烈的情況下,企業(yè)的營(yíng)銷手段必須根據(jù)“以客戶為中心”的原則進(jìn)行多樣化,才能最大限度的挖掘潛在客戶,實(shí)現(xiàn)利潤(rùn)的最大化。電話營(yíng)銷由于可以突破地域的限制與客戶進(jìn)行直接的溝通,所以在諸多營(yíng)銷手段里脫穎而出。隨著綜合了傳統(tǒng)語(yǔ)音和傳真、視頻、郵件、短信功能的多媒體呼叫中心技術(shù)的發(fā)展,其與客戶關(guān)系管理系統(tǒng)CRM共同打造了一個(gè)呼叫中心外呼營(yíng)銷系統(tǒng)平臺(tái),致力于挖掘潛在客戶,提高用戶體驗(yàn)與滿意度,提高客戶忠誠(chéng)度,人力資源合理配置,使企業(yè)銷售效率提高,增加企業(yè)利潤(rùn)與競(jìng)爭(zhēng)力。 本文主要研究了呼叫中心外呼營(yíng)銷系統(tǒng)的設(shè)計(jì)與實(shí)現(xiàn)過(guò)程,介紹了作者在這篇文章中的研究工作。圍繞呼叫中心外呼營(yíng)銷系統(tǒng),闡述了呼叫中心的發(fā)展概況和關(guān)鍵技術(shù),從運(yùn)營(yíng)、企業(yè)管理和坐席三個(gè)層面上分析了呼叫心外呼營(yíng)銷系統(tǒng)的需求分析和設(shè)計(jì)思想。本文在涵蓋了一個(gè)呼叫中心外呼營(yíng)銷系統(tǒng)所包含的所有功能點(diǎn)的同時(shí),圍繞呼叫中心外呼營(yíng)銷CRM管理系統(tǒng),對(duì)外呼業(yè)務(wù)流程和客戶資料管理這兩個(gè)外呼營(yíng)銷管理的核心模塊進(jìn)行了詳細(xì)的設(shè)計(jì)和實(shí)現(xiàn)工作,包括業(yè)務(wù)流程開(kāi)發(fā),工單和客戶資料字段定制等內(nèi)容的開(kāi)發(fā)實(shí)現(xiàn)。 整個(gè)系統(tǒng)基于呼叫中心外呼平臺(tái)和J2EE架構(gòu),經(jīng)過(guò)反復(fù)設(shè)計(jì)和優(yōu)化,在可用性、安全性、可擴(kuò)展性等方面達(dá)到了商用標(biāo)準(zhǔn)。
[Abstract]:Under the increasingly fierce competition, the marketing means of the enterprise must be diversified according to the principle of "taking the customer as the center" in order to excavate the potential customers to the maximum extent and realize the maximization of the profit. Telephone marketing can break through geographical restrictions and direct communication with customers, so it stands out in many marketing methods. With the development of multimedia call center technology which integrates traditional voice and fax, video, mail and short message functions, it has created a call center external call marketing system platform together with customer relationship management system (CRM). Committed to mining potential customers, improve user experience and satisfaction, improve customer loyalty, reasonable allocation of human resources, improve the efficiency of enterprise sales, increase corporate profits and competitiveness. This paper mainly studies the design and implementation of the call marketing system outside the call center, and introduces the author's research work in this paper. Around the call center external call marketing system, this paper expounds the general situation and key technology of the call center, and analyzes the requirement analysis and design idea of the call center external call marketing system from the three levels of operation, enterprise management and seat. This paper covers all the function points contained in a call center external call marketing system, and revolves around the call center external call marketing CRM management system. The two core modules of external call marketing management, external call business process and customer data management, are designed and implemented in detail, including the development and implementation of business process development, work order and customer data field customization. The whole system is based on call center external call platform and J2EE architecture. After repeated design and optimization, the system achieves commercial standards in usability, security, extensibility and so on.
【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)】：TP311.52

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 郭靜;王永釗;;我國(guó)電話營(yíng)銷現(xiàn)狀問(wèn)題與對(duì)策[J];產(chǎn)業(yè)與科技論壇;2011年05期

2 劉攀;朱春鶴;;基于MVC模式和Struts框架的MBA教學(xué)與學(xué)位管理系統(tǒng)的研究與實(shí)現(xiàn)[J];電腦知識(shí)與技術(shù);2009年10期

3 林曉勇;成際鎮(zhèn);呂s，

本文編號(hào)：2302907