广东电信公话业务中CRM系统的研究与探索  

Research of customer relationship management in public payphone service in Guangdong Telecom Corporation

作　　者：马根峰 

机构地区：[1]广东电信公用电话管理中心,广东广州510635

出　　处：《计算机工程与设计》2005年第5期1361-1362,1368,共3页Computer Engineering and Design

摘　　要：客户关系管理系统(CRM)的计算机应用是指利用计算机信息技术,针对营销、销售、客户服务、客户交互和客户分析等面向客户的业务领域而设计出的各种软件功能模块的组合,来最大限度地支持CRM的经营理念在企业范围内的具体实践。首先对CRM进行了简单的介绍,然后结合公话业务的特点,对公话业务CRM的设计进行了一定的探索,界定了公话业务CRM应用所涉及的领域,设计了基于分析型公话CRM应用系统的系统模型、基本功能模块及其设计平台。The application of customer relationship management(CRM)by computer information technology is integrated with soft function modules designedfor customer-centric fields according to marketing, sales, customer service, customer interaction and customer analysis. It is developed for support the application of CRM management notion in scope of enterprise furthest. First of all, CRM is briefly introduced, then the design of CRM in public payphone is explored, the borderline of CRM in public payphone is set and the model, basal function module and application flat of analytic CRM in public payphone are designed according to the characteristic of public payphone.

关 键 词：CRM系统 公话客户 功能模块 公话业务 客户关系管理系统 

分 类 号：TP311.13[自动化与计算机技术—计算机软件与理论]