一种基于客户生命周期的客户维系支撑系统模型  

A Customer-Lifecycle Based Model of Customer Maintenance Support System

作　　者：朱海云[1] 蔡昭权[2] 

机构地区：[1]中国电信股份有限公司广州研究院,广东广州510630 [2]惠州学院网络中心,广东惠州516007

出　　处：《电脑与电信》2010年第7期39-40,共2页Computer & Telecommunication

摘　　要：如何在现有支撑系统的基础上,避免客户流失是当前电信运营商关注的热点之一。分析电信客户业务生命周期各阶段的不同需求,提出一个客户维系支撑系统架构模型,在此基础上设计的系统经试点运行效果良好。Based on the existing support system, how to avoid customer churning is one of the hot spot for the telecom operators. Analyzing the different needs in each stage of the customer service lifecycle, we put forward a support system model of customer maintenance and design a system using this model which demonstrates good effect.

关 键 词：客户维系 客户生命周期 

分 类 号：TN915.07[电子电信—通信与信息系统]