【文章內(nèi)容簡(jiǎn)介】 ............................................20iii / 948. 俱樂(lè)部服務(wù)效果評(píng)估 .......................................................................................................................21 俱樂(lè)部服務(wù)效果評(píng)估指標(biāo)管理 .................................................................................................21 俱樂(lè)部服務(wù)效果評(píng)估 .................................................................................................................219. 會(huì)員認(rèn)證 ...........................................................................................................................................2110. 全國(guó)性及跨省業(yè)務(wù)受理 .................................................................................................................22 業(yè)務(wù)受理流程 ...........................................................................................................................23 異地業(yè)務(wù)受理功能 ...................................................................................................................2411. 俱樂(lè)部合作伙伴管理 .....................................................................................................................24 合作伙伴基本資料管理 ...........................................................................................................25 合作伙伴合同/協(xié)議管理 ..........................................................................................................25 合作伙伴活動(dòng)管理 ...................................................................................................................25 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 ...............................................................................................................26 俱樂(lè)部合作伙伴結(jié)算 ...............................................................................................................2612. 結(jié)算管理 .........................................................................................................................................2613. 統(tǒng)計(jì)分析 .........................................................................................................................................26 會(huì)員積分情況分析 ...................................................................................................................27 積分消費(fèi)情況分析 ...................................................................................................................27 會(huì)員消費(fèi)行為分析 ...................................................................................................................27 會(huì)員分布情況分析 ...................................................................................................................27 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 ...................................................................................................................28 會(huì)員卡統(tǒng)計(jì)分析 .......................................................................................................................28 外部合作伙伴積分消費(fèi)與積分互換統(tǒng)計(jì) ...............................................................................28 結(jié)算統(tǒng)計(jì)分析 .........................................................................................................................2814. 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 .......................................................................................................291. 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 .............................................................................................................................312. 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 .........................................................................................................313. 故障受理及處理（紅色通道） .......................................................................................................32 一級(jí)故障處理 .............................................................................................................................32 二級(jí)故障處理 .............................................................................................................................32五． 客戶管理 ................................................................................................................