廣東電信公話業(yè)務中crm系統(tǒng)的研究與探索計算機工程與設計-全文預覽
【正文】 ublic Payphone Center, Guangdong Tele Corporation, Guangzhou 510635)ABSTRACT: The application of Customer Relationship Management（CRM）by puter information technology is integrated with soft function modules designed for customercentric fields according to marketing, sales, customer service, customer interaction and customer analyse. It is developed for support the application of CRM management notion in scope of enterprise furthest. First I introduce CRM briefly, then I explore the design of CRM in public payphone, set the borderline of CRM in public payphone and design the model, basal function module and application flat of analytic CRM in public payphone according to the characteristic of public payphone.KEY WORDS: CRM；Customers of public payphone；function module1 引言公用電話業(yè)務是廣東電信業(yè)務的一個重要部分，在電信市場尤其是公話市場競爭激烈的今天，如何對使用公話業(yè)務的客戶進行有效地分割或分類，讓企業(yè)能夠更好地了解客戶的利潤回報能力，培養(yǎng)以客戶為中心的經(jīng)營行為以及實施以客戶為中心的業(yè)務流程，發(fā)展和維持最重要的客戶關系，區(qū)別具有不同”回報率”的客戶關系，找出潛在的客戶關系，并以此為手段來提高企業(yè)的獲利能力、收入以及客戶滿意度，顯得非常重要和緊迫。筆
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