【正文】 ..........................................435. 客戶經(jīng)理的管理 ...............................................................................................................................43v / 94 客戶經(jīng)理基本信息管理 .............................................................................................................43 客戶經(jīng)理績效管理 .....................................................................................................................43 客戶經(jīng)理日志管理 .....................................................................................................................44 客戶經(jīng)理培訓(xùn)管理 .....................................................................................................................446. 營銷渠道管理 ...................................................................................................................................44 基礎(chǔ)信息維護(hù) .............................................................................................................................44 分銷商檔案資料維護(hù) ..........................................................................................................................44 分銷商賬戶管理 ..................................................................................................................................45 系統(tǒng)參數(shù)維護(hù) ......................................................................................................................................45 資源管理 .....................................................................................................................................45 資源基礎(chǔ)信息配置 ..............................................................................................................................45 分銷商資源管理 ..................................................................................................................................46 分銷商結(jié)算管理 .........................................................................................................................48 結(jié)算基礎(chǔ)信息維護(hù) ..............................................................................................................................48 返利結(jié)算管理 ......................................................................................................................................49 報(bào)表查詢 .....................................................................................................................................49 查詢 ......................................................................................................................................................49 報(bào)表統(tǒng)計(jì) ..............................................................................................................................................497. 合作伙伴管理 ...................................................................................................................................50 合作伙伴信息管理 .....................................................................................................................50 合作記錄信息管理 .....................................................................................................................508. 客戶滿意度評估 ...............................................................................................................................509. 業(yè)務(wù)統(tǒng)計(jì)及分析 ...............................................................................................................................5110. 回饋方案管理 .................................................................................................................................5111. 集團(tuán)業(yè)務(wù)產(chǎn)品管理 .........................................................................................................................5112. 內(nèi)部信息交流與共享 .....................................................................................................................52 員工知識庫 ...............................................................................................................................52 通知文件發(fā)布 ...........................................................................................................................52 新聞發(fā)布 ...................................................................................................................................52 信息交流 ...................................................................................................................................52 客戶業(yè)務(wù)咨詢 ...........................................................................................................................52七． 縱向的業(yè)務(wù)支撐及業(yè)務(wù)管理需求 ...................................................................................................531. 總部客戶俱樂部需求引發(fā)對省分的要求 .......................................................................................532. 總部業(yè)務(wù)管理支撐需求引發(fā)對省分的要求 ...................................................................................53八． 簡要需求分析 ...................................................................................................................................55附錄 1 術(shù)語解釋及說明 ............................................................................................................................56附錄 2 集團(tuán)客戶部（或大客戶發(fā)展中心）業(yè)務(wù)流程（示例） ............................................................581. 綠色通道業(yè)務(wù)流程 ...........................................................................................................................58 客戶走訪及業(yè)務(wù)辦理流程 .........................................................................................................58 合同簽定流程 .............................................................................................................................59 工程實(shí)施流程 .............................................................................................................................60 其它業(yè)務(wù)開通流程 .....................................................................................................................61 數(shù)據(jù)業(yè)務(wù)開通流程 ....................................................................................