【摘要】：客戶關(guān)系管理系統(tǒng),是以客戶為中心開展的企業(yè)服務(wù)和營銷的IT運(yùn)營支撐系統(tǒng)越來越廣泛的主要應(yīng)用在全球的銀行、通訊、物流和其他服務(wù)行業(yè),其發(fā)展速度是驚人的。所以客戶關(guān)系管理理論和實(shí)踐日益受到其他行業(yè)企業(yè)的重視并逐步引入。越來越多的企業(yè)結(jié)合自身行業(yè)特點(diǎn),逐步貫徹客戶關(guān)系管理的理念和原則,并且通常選擇對在激烈的競爭中使企業(yè)屹立不倒、貢獻(xiàn)最大的重要和長期客戶,作為客戶關(guān)系管理系統(tǒng)的切入點(diǎn),實(shí)現(xiàn)長期穩(wěn)定的發(fā)展,并建立一個(gè)新的秩序,推廣到整個(gè)企業(yè)的產(chǎn)業(yè)鏈。電力傳輸企業(yè)將電力作為一種特殊產(chǎn)品,其客戶關(guān)系管理有其瞬時(shí)生產(chǎn)、瞬時(shí)傳輸、瞬時(shí)消耗的特殊性和復(fù)雜性。電力傳輸企業(yè)面對激烈的市場競爭,對于大客戶必須提高電力公司的客戶服務(wù)水平,服務(wù)質(zhì)量和市場營銷能力,提供質(zhì)量標(biāo)準(zhǔn)化管理的優(yōu)先級,有效促銷、服務(wù)差異化、個(gè)性化,提大高客戶服務(wù)水平、改善客戶服務(wù)水平、將有助于建立起來良好企業(yè)形象,產(chǎn)生更大的經(jīng)濟(jì)效益,優(yōu)化企業(yè)外部環(huán)境。本文完成了成都電業(yè)局大客戶輔助信息管理系統(tǒng)的實(shí)現(xiàn),對大客戶經(jīng)理日常客戶服務(wù)和營銷工作展開分析,對大客戶輔助信息系統(tǒng)的現(xiàn)實(shí)意義、發(fā)展現(xiàn)狀、技術(shù)實(shí)現(xiàn)和未來的發(fā)展趨勢進(jìn)行了闡述,對成都供電局及其大客戶的業(yè)務(wù)需求進(jìn)行了分析,根據(jù)部門規(guī)劃要求和相關(guān)工作人員的反饋,采用了適度領(lǐng)先的開發(fā)模式,系統(tǒng)采用了基于J2EE前臺頁面和業(yè)務(wù)邏輯實(shí)現(xiàn)、Weblogic中間件用來屏蔽不同平臺差異、Oracle 9i數(shù)據(jù)庫確保大數(shù)據(jù)量性能和可靠性、結(jié)合IVR語音等技術(shù)形成一套多層次、可伸縮、易擴(kuò)展的表示層、應(yīng)用層和數(shù)據(jù)層的三層架構(gòu)。為了順應(yīng)技術(shù)發(fā)展趨勢更好的滿足用戶期望,在表示層和應(yīng)用層間使用Ajax等技術(shù),可以開發(fā)出界面響應(yīng)快速、前后臺數(shù)據(jù)動態(tài)更新的系統(tǒng)界面功能。本課題所研究和設(shè)計(jì)開發(fā)了成都電業(yè)局大客戶輔助信息管理系統(tǒng)、及實(shí)施過程,推進(jìn)了大客戶經(jīng)理工作信息化。實(shí)現(xiàn)了客戶服務(wù)和業(yè)務(wù)營銷的“一站式”大客戶經(jīng)理服務(wù)支撐平臺,并實(shí)現(xiàn)對大客戶業(yè)務(wù)信息進(jìn)行挖掘分析,提供可靠的營銷、服務(wù)指導(dǎo),進(jìn)而觸發(fā)后續(xù)營銷、挽留等業(yè)務(wù)流程。正式投入使用后的系統(tǒng)加強(qiáng)對大客戶相關(guān)業(yè)務(wù)流程的電子化實(shí)施,有效聯(lián)系內(nèi)外相關(guān)部門,為供電企業(yè)大客戶提供專屬服務(wù),大大提升高質(zhì)量服務(wù)的覆蓋面。
[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.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：TP311.52

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