【文章內(nèi)容簡介】 ............................................20iii / 948. 俱樂部服務(wù)效果評估 .......................................................................................................................21 俱樂部服務(wù)效果評估指標管理 .................................................................................................21 俱樂部服務(wù)效果評估 .................................................................................................................219. 會員認證 ...........................................................................................................................................2110. 全國性及跨省業(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 合作伙伴活動管理 ...................................................................................................................25 合作伙伴優(yōu)惠券管理 ...............................................................................................................25 合作伙伴網(wǎng)點管理 ...................................................................................................................25 俱樂部合作伙伴考核 ...............................................................................................................26 俱樂部合作伙伴結(jié)算 ...............................................................................................................2612. 結(jié)算管理 .........................................................................................................................................2613. 統(tǒng)計分析 .........................................................................................................................................26 會員積分情況分析 ...................................................................................................................27 積分消費情況分析 ...................................................................................................................27 會員消費行為分析 ...................................................................................................................27 會員分布情況分析 ...................................................................................................................27 會員活動情況統(tǒng)計 ...................................................................................................................27 俱樂部服務(wù)信息統(tǒng)計 ...............................................................................................................27 會員信息統(tǒng)計分析 ...................................................................................................................28 會員卡統(tǒng)計分析 .......................................................................................................................28 外部合作伙伴積分消費與積分互換統(tǒng)計 ...............................................................................28 結(jié)算統(tǒng)計分析 .........................................................................................................................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 開通通知 .....................................................................................................................................31 項目資料管理 .............................................................................................................................312. 收費及投訴申告（黃色通道） .......................................................................................................31 收費通知及催繳 .........................................................................................................................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 一級故障處理 .............................................................................................................................32 二級故障處理 .............................................................................................................................32五． 客戶管理 ................................................................................................................