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张雷北邮计算机学院通信软件中心主任联通的 CRM 是分析型 CRM,目标就是以成熟的 CRM 技术来支持企业决策,另外一个方面是支持业务流程自动化,所以联通的分析型CRM 要有两个支撑,一个支撑企业的决策分析,即所谓的 DSS 辅助决策,另外一个就是支撑现有的业务系统。魏耀华北京电信局客户服务系统项目负责人现在客户服务关系系统分几个层面,从数据类型划分一下,第一个是常说的客户资料,客户资料怎么去建立,都有哪些内容,它既要满足通信产生的需要,又要满足业务管理的需要;另外还有消费信息资料,不仅要包括帐务资料,信用度,还要有客户联系信息。
Zhang Lei Beijing University of Posts and Telecommunications Communication Software Center Director Unicom’s CRM is analytical CRM, the goal is to mature CRM technology to support business decisions, the other is to support business process automation, so the analysis of China Unicom’s CRM should have two support, A supporting decision-making analysis of enterprises, the so-called DSS aided decision-making, the other is to support existing business systems. Wei Yaohua Beijing Telecom Customer Service System Project Leader Now customer service relationship system is divided into several levels, from the type of data, the first is often said that customer information, how to create customer information, what are both, it is necessary Meet the communication needs, but also to meet the needs of business management; In addition there are consumer information, not only to include accounting information, credit, but also have customer contact information.