【摘要】：隨著中國移動通信市場的高速發(fā)展,競爭日趨激烈,客戶服務質(zhì)量是移動公司發(fā)展的核心競爭力。以客戶為中心,獲取客戶滿意度,是公司發(fā)展的主要任務。VIP客戶是最為重要的保障之一,在移動公司中,加強VIP客戶營銷和服務工作,大力發(fā)展VIP客戶,提高VIP客戶的信任度,避免VIP客戶的流失是移動公司高度重視的戰(zhàn)略性任務。為了加強核心競爭力,提高移動VIP客戶服務水平,向VIP客戶提供“優(yōu)質(zhì)、優(yōu)先、優(yōu)惠”的個性化的服務,加強VIP客戶服務的規(guī)范管理,提高VIP客戶服務方面的業(yè)務支撐能力,需建設移動VIP客戶管理系統(tǒng)。移動VIP客戶服務管理系統(tǒng)是移動業(yè)務支撐體系的一個組成部分。本文結合自己實際工作的特點,結合實際的業(yè)務需求,在進行充分調(diào)研和分析之后,運用自己學到的軟件工程知識和設計理念,研究設計了移動VIP客戶管理系統(tǒng)。本文主要的研究成果如下:1、本人結合自己的實際工作和項目需求,詳細分析了移動VIP客戶管理系統(tǒng)的功能,對系統(tǒng)的總體框架和功能進行詳細的分析與設計。智能地從數(shù)據(jù)中提取與大客戶服務相關的信息,為客戶服務制定VIP服務,對開展移動業(yè)務,提供科學、準確的指導。2、采用PHP編程技術、B/S網(wǎng)絡模式,運用軟件工程的設計理念,設計并實現(xiàn)了一個實用的VIP客戶管理系統(tǒng)。3、對VIP客戶管理系統(tǒng)各個模塊功能進行了詳細的分析與設計,對其軟件流程、技術實現(xiàn)等關鍵問題進行討論。4、對系統(tǒng)的數(shù)據(jù)庫設計,字段設置和說明、數(shù)據(jù)庫連接技術,進行了詳細的討論。5、對流失客戶從各種角度給予分析,為公司制定服務策略提供更好的幫助。
[Abstract]:With the rapid development of China mobile communication market, the competition is becoming more and more intense. Customer service quality is the core competitiveness of mobile companies. Taking the customer as the center, obtaining the customer satisfaction is one of the most important guarantee for the development of the company. In the mobile company, we should strengthen the VIP customer marketing and service work, vigorously develop the VIP customer, and improve the trust of the VIP customer. To avoid the loss of VIP customers is a strategic task that mobile companies attach great importance to. In order to strengthen the core competence, improve the level of mobile VIP customer service, provide "high quality, priority, preferential" personalized service to VIP customers, strengthen the standard management of VIP customer service, and improve the business support ability of VIP customer service. Need to build mobile VIP customer management system. Mobile VIP customer service management system is a component of mobile business support system. According to the characteristics of our actual work and the actual business requirements, this paper studies and designs a mobile VIP customer management system based on the software engineering knowledge and design concept we have learned. The main research results of this paper are as follows: 1. In combination with my actual work and project requirements, I have analyzed the functions of the mobile VIP customer management system in detail, and analyzed and designed the overall framework and functions of the system in detail. Intelligently extracting the information related to large customer service from the data, making VIP service for customer service, providing scientific and accurate guidance for mobile service, adopting PHP programming technology and using the design idea of software engineering. A practical VIP customer management system. 3 is designed and implemented. The functions of each module of VIP customer management system are analyzed and designed in detail. The software flow, technical implementation and other key problems are discussed. Finally, the database design of the system is given. Field setting and description, database connection technology, the detailed discussion. 5, to the loss of customers from various angles to provide better help for the company to formulate service strategy.
【學位授予單位】：吉林大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：TP311.52

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