【文章內(nèi)容簡(jiǎn)介】 ..........................................................................................................20 會(huì)員卡狀態(tài)修改 ..............................................................................................................................20 7. 俱樂(lè)部會(huì)員活動(dòng)管理 ............................................................................................................................20 iii 8. 俱樂(lè)部服務(wù)效果評(píng)估 ............................................................................................................................20 俱樂(lè)部服務(wù)效果評(píng)估指標(biāo)管理 .....................................................................................................20 俱樂(lè)部服務(wù)效果評(píng)估 .....................................................................................................................21 9. 會(huì)員認(rèn)證 .................................................................................................................................................21 10. 全國(guó)性及跨省業(yè)務(wù)受理 ......................................................................................................................22 業(yè)務(wù)受理流程 ................................................................................................................................22 異地業(yè)務(wù)受理功能 .......................................................................................................................23 11. 俱樂(lè)部合作伙伴管理 ..........................................................................................................................24 合作伙伴基本資料管理 ...............................................................................................................24 合作伙伴合同 /協(xié)議管理 ..............................................................................................................24 合作伙伴活動(dòng)管理 ........................................................................................................................24 合作伙伴優(yōu)惠券管理 ...................................................................................................................25 合作伙伴網(wǎng)點(diǎn)管理 ........................................................................................................................25 俱樂(lè)部合作伙伴考核 ...................................................................................................................25 俱樂(lè)部合作伙伴結(jié)算 ...................................................................................................................25 12. 結(jié)算管理 ...............................................................................................................................................25 13. 統(tǒng)計(jì)分析 ...............................................................................................................................................26 會(huì)員積分情況分析 .......................................................................................................................26 積分消費(fèi)情況分析 .......................................................................................................................26 會(huì)員消費(fèi)行為分析 .......................................................................................................................26 會(huì)員分布情況分析 .......................................................................................................................26 會(huì)員活動(dòng)情況統(tǒng)計(jì) .......................................................................................................................27 俱樂(lè)部服務(wù)信息統(tǒng)計(jì) ...................................................................................................................27 會(huì)員信息統(tǒng)計(jì)分析 .......................................................................................................................27 會(huì)員卡統(tǒng)計(jì)分析 ............................................................................................................................27 外部合作伙伴積分消費(fèi)與積分互換統(tǒng)計(jì) ..................................................................................27 結(jié)算統(tǒng)計(jì)分析 ..............................................................................................................................27 14. 內(nèi)部信息發(fā)布 ......................................................................................................................................28 四． 業(yè)務(wù)受理及投訴處理支撐需求 ...........................................................................................................29 1. 業(yè)務(wù)受理（綠色通道） ........................................................................................................................29 走訪客戶 ..........................................................................................................................................29 受理分流 ..........................................................................................................................................29 技術(shù)方案制定 ..................................................................................................................................29 合同簽訂 ..........................................................................................................................................30 工程施工 ..........................................................................................................................................30 業(yè)務(wù)跟蹤 ..........................................................................................................................................30 開(kāi)通通知 ..........................................................................................................................................31 項(xiàng)目資料管理 ..................................................................................................................................31 2. 收費(fèi)及投訴申告（黃色通道） ...........................................................................................................31 收費(fèi)通知及催繳 ..............................................................................................................................31 投訴申告受理及處理監(jiān)督 ..........................