【文章內(nèi)容簡(jiǎn)介】 ....................................25 項(xiàng)目資料管理 .............................................................................................................................262. 服務(wù)質(zhì)量管理 ...................................................................................................................................263. 投訴管理 ...........................................................................................................................................264. 故障管理 ...........................................................................................................................................27 一級(jí)故障處理 .............................................................................................................................27 二級(jí)故障處理 .............................................................................................................................275. 積分消費(fèi) ...........................................................................................................................................27 積分消費(fèi) .....................................................................................................................................27 積分消費(fèi)查詢(xún) .............................................................................................................................28 全國(guó)性及跨省業(yè)務(wù)受理 .............................................................................................................286. 收費(fèi)通知及催繳 ...............................................................................................................................29七． 產(chǎn)品管理 ...........................................................................................................................................311. 產(chǎn)品目錄管理 ...................................................................................................................................312. 產(chǎn)品的效益預(yù)測(cè) ...............................................................................................................................313. 產(chǎn)品銷(xiāo)售跟蹤及效益評(píng)估 ...............................................................................................................314. 產(chǎn)品生命周期管理 ...........................................................................................................................315. 移動(dòng)終端管理 ...................................................................................................................................32八． 市場(chǎng)信息管理 ...................................................................................................................................331. 客戶(hù)滿意度評(píng)估 ...............................................................................................................................332. 市場(chǎng)信息收集及分析 .......................................................................................................................333. 合作伙伴信息管理 ...........................................................................................................................344. 經(jīng)營(yíng)統(tǒng)計(jì)分析 ...................................................................................................................................34九． 資源管理 ...........................................................................................................................................361. 經(jīng)營(yíng)戰(zhàn)略資源信息管理 ...................................................................................................................362. 組織體系 ...........................................................................................................................................36十． 業(yè)務(wù)流程管理 ...................................................................................................................................381. 業(yè)務(wù)受理流程 ...................................................................................................................................38 客戶(hù)走訪及業(yè)務(wù)辦理流程 .........................................................................................................38 合同簽定流程 .............................................................................................................................39 工程實(shí)施流程 .............................................................................................................................40 其它業(yè)務(wù)開(kāi)通流程 .....................................................................................................................41 數(shù)據(jù)業(yè)務(wù)開(kāi)通流程 .....................................................................................................................422. 回訪及投訴建議流程 .......................................................................................................................43 大客戶(hù)回訪流程 .........................................................................................................................43 大客戶(hù)投訴處理流程 .................................................................................................................44 大客戶(hù)服務(wù)轉(zhuǎn)接流程 .................................................................................................................45 大客戶(hù)建議處理模型 .................................................................................................................463. 故障處理流程 ...................................................................................................................................47 一級(jí)故障處理流程 .....................................................................................................................47 二級(jí)故障處理流程 .....................................................................................................................484. 其它流程 ...........................................................................................................................................49 大客戶(hù)業(yè)務(wù)計(jì)劃制定流程 .........................................................................................................49 大客戶(hù)資格審查流程 .................................................................................................................50