客户关系管理系统维系挽留管理模块的设计与实现
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摘要
中国移动和中国联通两家运营商不仅在通信产品质量上展开竞争,在通信资费、通信服务等方面也开始了激烈的角逐,二者之间的市场竞争态势愈演愈烈,通信企业发现不仅是价格降低造成了收入的损失,客户的高离网现象更是加剧了收入的损失,日趋严重的移动客户流失已经成为制约通信运营企业业务发展和效益进一步提高的重要因素之一,这个问题引起了通信运营企业的高度重视。本文针对安徽移动中高端客户关系管理系统的维系挽留管理模块,从提高客户满意度和客户维护角度分析,针对客户的消费心理和消费习惯,考虑高离网率现象和客户维系与挽留工作。并且从营销、服务、管理三个方面开展工作,通过科学的办法和流程,分阶段、有重点地进行综合治理,从而全面降低客户离网率,挖掘客户价值,使移动通信业务的经营,由以发展客户为主要增长方式的模式,向发展客户和维系与提升客户价值模式转变,提高新形势下的市场竞争力。
安徽移动CRM系统原版本只支持VIP客户管理,本次建设要加强中高端客户的管理,提供对中高端客户维系的手段,与外呼系统建立闭环管理,使中高端客户经理可以通过外呼对中高端客户进行维系。同时加强营销管理工作,系统提供营销方案审批与执行,打通经分系统、呼叫中心基础平台之间的障碍,多渠道实现客户营销与维系。
实现安徽移动中高端客户关系管理系统的维系挽留管理模块信息涉及到的技术可以分为两个方面:服务器端技术和客户端技术。客户端技术主要涉及HTML、JavaScript等与网页设计制作有关的内容显示技术;服务器端技术主要涉及Web服务器技术、数据库访问等与内容生成相关的技术。目前服务器端技术可以划分为:基于WINDOWS平台的ASP技术和基于JAVA平台的JSP技术。论文针对后者进行讨论,主要讨论了构建安徽移动中高端客户关系管理系统维系挽留管理模块所涉及的关键技术:Weblogic服务器技术、oracel数据库技术、Jsp技术、Servlet技术、JDBC技术、JavaScript客户端技术,其核心是Servlet技术。
论文的主要工作体现在如下三个方面:
1.仔细分析了安徽移动中高端客户关系管理系统信息系统维系挽留管理模块的特点和规律,提出了主要功能模块的设计方案。
2.总结目前web程序开发过程中采用的典型模式,提出了web环境下安徽移动中高端客户关系管理系统维系挽留管理模块的软件开发模型和软件部署方案。
3.按照软件开发过程的时间主线及软件工程的传统方法给出安徽移动中高端客户关系管理系统维系挽留管理模块在设计和开发过程中的的需求分析及功能设计报告、代码类设计说明、JSP文件设计说明、程序安装及部署方法、系统功能扩展方法。
总之,只要选择合适的软件开发模型,充分发挥JAVA技术在构建网络程序方面的诸多优势,便可迅速开发出安徽移动中高端客户关系管理系统维系挽留管理模块,进一步多渠道实现客户营销与维系。
China Mobile and China Unicom two operators in the communications not onlyto compete on product quality, communication fees, and other communicationsservices also began a fierce contest between the two intensified competition in themarket situation, the communications company, found that not only is the priceLower revenue caused the loss of customers from the high-net phenomenon isexacerbated by the loss of income, increasingly serious loss of customers mobiletelecommunications operators have become constraining the development ofbusinesses and further improve the efficiency of one of the major factors that causedthis problem of communication Enterprises operating a high degree of attention. Inthis paper, Anhui in the high-end mobile customer relationship management system,improve customer satisfaction and customer maintenance point of view of thecustomer psychology and consumer spending habits, consider the phenomenon ofhigh churn rate and customer retention and maintaining work. And from themarketing, services, management of the three aspects of its work, through scientificmethods and processes, in phases, to focus on integrated management, resulting inan overall lower customer churn rate, mining customer value, the mobilecommunications business operators, from To develop, as the main mode ofeconomic growth mode to development, and maintain and enhance customer valuemodel changes and improve under the new situation of market competitiveness.
Anhui Mobile CRM system only supports the original version of VIP customer management, this should strengthen the building of high-end customers in the management of middle and high-end customers to provide a means of maintaining, and the establishment of the closed-loop system, respiratory management, and enable the high-end customers, managers can call on the middle and high-end customers to maintain. At the same time strengthen the marketing management of the system to provide marketing approval and implementation of the programme, to break down the subsystem, call center barriers between the basic platform, multi-channel marketing and maintenance of customers.
The VIP mobile customer relationship of Management Information Systems can be divided into two aspects: the server technique and the client technique. The client technique mainly involves HTML, DHTML, JavaScript etc. Which deal with the contents manifestation of the webpage; the server technique mainly involves the Web server technique, the database accessing technique etc, in order to create content. Currently, the server technique can be divided into: the ASP technique, which is based on the WINDOWS platform and the JSP technique of the JAVA platform. This thesis carries on a discussion to the latter, mainly discuss the key technique of setting up the Management Information Systems: Tomcat WEB server technique, Oracle database technique, Jsp technique, Servlet technique, JDBC technique, JavaScript technique, its core is the Servlet technique.
The major aspects of this paper are as following:
1. Analysis of Anhui in the high-end mobile customer relationship management system information system characteristics and laws, made the main function of the module design.
2. Aggregate current web procedures used in the process of developing a typical model, a web environment by of Anhui in the high-end mobile customer relationship management system software development model and software deployment.
3. Software development process in accordance with the time the main line and traditional methods of software engineering is "based on of Anhui in the high-end mobile customer relationship management system" in the design and development process in the needs analysis and functional design report, category code Design Notes , JSP document design that installation and deployment methods, system expansion methods.
In a word, if we choose the correct model of web-programming, make good use of the advantages of JAVA technologies on building web-program and deal well with the problems in data accessing and data transmitting and keep away from Chinese disorderly code, we can quickly developed a of Anhui in the high-end mobile customer relationship management system, further and more channels of customer marketing and maintaining.
安徽移动CRM系统原版本只支持VIP客户管理,本次建设要加强中高端客户的管理,提供对中高端客户维系的手段,与外呼系统建立闭环管理,使中高端客户经理可以通过外呼对中高端客户进行维系。同时加强营销管理工作,系统提供营销方案审批与执行,打通经分系统、呼叫中心基础平台之间的障碍,多渠道实现客户营销与维系。
实现安徽移动中高端客户关系管理系统的维系挽留管理模块信息涉及到的技术可以分为两个方面:服务器端技术和客户端技术。客户端技术主要涉及HTML、JavaScript等与网页设计制作有关的内容显示技术;服务器端技术主要涉及Web服务器技术、数据库访问等与内容生成相关的技术。目前服务器端技术可以划分为:基于WINDOWS平台的ASP技术和基于JAVA平台的JSP技术。论文针对后者进行讨论,主要讨论了构建安徽移动中高端客户关系管理系统维系挽留管理模块所涉及的关键技术:Weblogic服务器技术、oracel数据库技术、Jsp技术、Servlet技术、JDBC技术、JavaScript客户端技术,其核心是Servlet技术。
论文的主要工作体现在如下三个方面:
1.仔细分析了安徽移动中高端客户关系管理系统信息系统维系挽留管理模块的特点和规律,提出了主要功能模块的设计方案。
2.总结目前web程序开发过程中采用的典型模式,提出了web环境下安徽移动中高端客户关系管理系统维系挽留管理模块的软件开发模型和软件部署方案。
3.按照软件开发过程的时间主线及软件工程的传统方法给出安徽移动中高端客户关系管理系统维系挽留管理模块在设计和开发过程中的的需求分析及功能设计报告、代码类设计说明、JSP文件设计说明、程序安装及部署方法、系统功能扩展方法。
总之,只要选择合适的软件开发模型,充分发挥JAVA技术在构建网络程序方面的诸多优势,便可迅速开发出安徽移动中高端客户关系管理系统维系挽留管理模块,进一步多渠道实现客户营销与维系。
China Mobile and China Unicom two operators in the communications not onlyto compete on product quality, communication fees, and other communicationsservices also began a fierce contest between the two intensified competition in themarket situation, the communications company, found that not only is the priceLower revenue caused the loss of customers from the high-net phenomenon isexacerbated by the loss of income, increasingly serious loss of customers mobiletelecommunications operators have become constraining the development ofbusinesses and further improve the efficiency of one of the major factors that causedthis problem of communication Enterprises operating a high degree of attention. Inthis paper, Anhui in the high-end mobile customer relationship management system,improve customer satisfaction and customer maintenance point of view of thecustomer psychology and consumer spending habits, consider the phenomenon ofhigh churn rate and customer retention and maintaining work. And from themarketing, services, management of the three aspects of its work, through scientificmethods and processes, in phases, to focus on integrated management, resulting inan overall lower customer churn rate, mining customer value, the mobilecommunications business operators, from To develop, as the main mode ofeconomic growth mode to development, and maintain and enhance customer valuemodel changes and improve under the new situation of market competitiveness.
Anhui Mobile CRM system only supports the original version of VIP customer management, this should strengthen the building of high-end customers in the management of middle and high-end customers to provide a means of maintaining, and the establishment of the closed-loop system, respiratory management, and enable the high-end customers, managers can call on the middle and high-end customers to maintain. At the same time strengthen the marketing management of the system to provide marketing approval and implementation of the programme, to break down the subsystem, call center barriers between the basic platform, multi-channel marketing and maintenance of customers.
The VIP mobile customer relationship of Management Information Systems can be divided into two aspects: the server technique and the client technique. The client technique mainly involves HTML, DHTML, JavaScript etc. Which deal with the contents manifestation of the webpage; the server technique mainly involves the Web server technique, the database accessing technique etc, in order to create content. Currently, the server technique can be divided into: the ASP technique, which is based on the WINDOWS platform and the JSP technique of the JAVA platform. This thesis carries on a discussion to the latter, mainly discuss the key technique of setting up the Management Information Systems: Tomcat WEB server technique, Oracle database technique, Jsp technique, Servlet technique, JDBC technique, JavaScript technique, its core is the Servlet technique.
The major aspects of this paper are as following:
1. Analysis of Anhui in the high-end mobile customer relationship management system information system characteristics and laws, made the main function of the module design.
2. Aggregate current web procedures used in the process of developing a typical model, a web environment by of Anhui in the high-end mobile customer relationship management system software development model and software deployment.
3. Software development process in accordance with the time the main line and traditional methods of software engineering is "based on of Anhui in the high-end mobile customer relationship management system" in the design and development process in the needs analysis and functional design report, category code Design Notes , JSP document design that installation and deployment methods, system expansion methods.
In a word, if we choose the correct model of web-programming, make good use of the advantages of JAVA technologies on building web-program and deal well with the problems in data accessing and data transmitting and keep away from Chinese disorderly code, we can quickly developed a of Anhui in the high-end mobile customer relationship management system, further and more channels of customer marketing and maintaining.
引文
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[14]Michael Morrison著周苏明等译,《JavaBeans使用手册》,机械工业出版社,1997年10月第1版,53-59页。
[15]王克宏主编,《Java软件包的使用》,清华大学出版社,1997年5月第1版,62-73页。
[16]耿祥义编著,《Java2实用教程》,清华大学出版社,2001年10月第1版,264-274页。
[17]Peter van der Linden著刑国庆等译,《Java2教程》,电子工业出版社,2003年1月第1版,322-342页。
[2]Budi Kurniawan,《Java.for the Web with Servlets,JSP,and EJB:A Developer's Guide to J2EE Solutions》,New Riders Publishing,2002年4月,10-15页。
[3]The Apache Software Foundation,《The Apache Jakarta Tomcat 5Servlet/JSP Container Documentation》,The Apache Software Foundation,2005年,10-16页,32-38页。
[4]MySql AB,《MySql Server 4.1 Documentation》,MySql AB,.2005年,20-25页。
[5]MySql AB,《MySQL Connector/J Documentation》,MySql AB,2005年,12-19页。
[6]Andrew Khan,《JExcelAPI Documentation》,Stefano Franco,2006年,59-62页。
[7]陆华军,《J2EE构建企业级应用解决方案》,人民邮电出版社,2002年3月第1版,125-138页。
[8]寥若雪,《JSP高级编程》,机械工业出版社,2001年3月第1版,173-187页。
[9]求是科技,《Java信息管理系统开发》,人民邮电出版社,2005年4月第1版,49-58页。
[10]Madhu Siddalingaiah Stephen D.Lockwood,《Java开发人员指南》,机械工业出版社,2000年3月第1版,6-15页。
[11]殷兆麟主编,《Java语言程序设计》,高等教育出版社,2002年10月第1版,115-132页。
[12]周立等编著,《网页设计与制作》,清华大学出版社,2004年2月第1版,107-122页。
[13]《电脑编程技巧与维护》杂志社主编,《Java编程精选集锦》,科学出版社,2003年6月第1版,7-12页。
[14]Michael Morrison著周苏明等译,《JavaBeans使用手册》,机械工业出版社,1997年10月第1版,53-59页。
[15]王克宏主编,《Java软件包的使用》,清华大学出版社,1997年5月第1版,62-73页。
[16]耿祥义编著,《Java2实用教程》,清华大学出版社,2001年10月第1版,264-274页。
[17]Peter van der Linden著刑国庆等译,《Java2教程》,电子工业出版社,2003年1月第1版,322-342页。