本文關(guān)鍵詞： VIP客戶 eKey認(rèn)證 客戶管理 系統(tǒng)設(shè)計　出處：《北京郵電大學(xué)》2010年碩士論文　論文類型：學(xué)位論文

【摘要】：近年來,隨著經(jīng)濟的快速發(fā)展,人們生活水平日漸提高,相應(yīng)的對企業(yè)服務(wù)的要求也隨之提高,優(yōu)質(zhì)服務(wù)成為企業(yè)最有力的競爭手段之一,而客戶管理成為每個企業(yè)的重要組成部分。移動通信市場上競爭手段升級換代,移動通信企業(yè)越來越意識到客戶服務(wù)質(zhì)量是企業(yè)最重要的核心競爭力,必須以客戶為中心,獲取較高的客戶滿意度和忠誠度,才能在競爭中立于不敗之地,服務(wù)逐漸替代價格成為新的主要競爭點,優(yōu)質(zhì)服務(wù)也將是3G時代的主旋律,VIP客戶將是企業(yè)爭奪的焦點客戶。如何有效地把VIP客戶服務(wù)做到優(yōu)質(zhì)具有深層次的戰(zhàn)略意義。 不同的VIP用戶有著不同的業(yè)務(wù)需求。eKey系統(tǒng)通過將各種功能模塊固化在U盤內(nèi)部,用戶只需簡單的操作就能體驗到差異化、個性化的服務(wù),在大幅提升用戶體驗的同時降低了用戶的操作復(fù)雜度,而將復(fù)雜的工作交由遠(yuǎn)端服務(wù)器系統(tǒng)進行 本系統(tǒng)設(shè)計利用現(xiàn)代計算機信息管理技術(shù)手段,結(jié)合移動公司實際的客戶管理過程中的客戶關(guān)系管理、維護與更新模式,經(jīng)過實際的需求分析,開發(fā)了客戶管理系統(tǒng)軟件,初步實現(xiàn)管理自動化。系統(tǒng)主要由用戶認(rèn)證、廣告推送、即時聊天、維護管理四大部分組成,主要完成客戶的信息收集、需求識別、服務(wù)提供三項工作。在實現(xiàn)了低管理成本的同時,也能及時、分類掌控客戶需求,實現(xiàn)精細(xì)化管理,以達到對VIP客戶有效服務(wù)的目的。 本文根據(jù)電信行業(yè)的現(xiàn)狀和業(yè)務(wù)特點,首先分析了基于eKey認(rèn)證的移動VIP客戶管理解決方案系統(tǒng)的總體結(jié)構(gòu),建設(shè)方案,提出和分析了eKey認(rèn)證系統(tǒng)的需求;接著論述了基于eKey認(rèn)證的VIP客戶管理系統(tǒng)的模塊設(shè)計思路,重點對說明了客戶端、服務(wù)器端,管理部分的功能；并進一步對基于eKey的VIP客戶管理系統(tǒng)的流程設(shè)計進行了具體分析；最終對設(shè)計方案進行了初步實現(xiàn),獲得了在內(nèi)蒙移動測試結(jié)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.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2010
【分類號】：TP315

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