客户服务支持管理信息系统设计.doc

摘要
在全球一体化、为核心的时代,企业面临着如何发展潜在客户,如何将社会关系资源转变为企业的销售和发展资源等一系列棘手问题。企业从过去的以产品(Product-Centric)为中心的管理策略转向以客户为中心的(Customer-Centric)管理策略。企业要想生存发展,就必须和与之息息相关的客户建立起良好关系,以企业高质量的产品、优质的服务、良好的资信吸引新老客户,以规范的管理方式、温馨的关怀、高效的服务支持管理来保持新老客户的忠诚。
客户服务支持管理是CRM的重要组成部分,也是CRM的主要功能之一。在Web环境下,网上的客户服务支持管理信息系统将是企业面向客户的门户。一个完善的客户服务支持管理信息系统,能够增强企业竞争能力,增加销售,提升企业形象,同时客户服务支持管理是确保客户满意和客户利益的重要先决条件。如何充分发挥Web环境下的客户服务支持管理信息系统的优势,如何增强Web环境下的客户服务支持管理界面的客户满意度,提高企业的客户保持率,将成为人们关注的问题。
在上述背景下,客户服务支持管理信息系统应运而生。客户服务支持管理信息系统实现客户反馈记录的集中管理,提供反馈记录查询和任务分配等功能,为客户提供更人性化的服务,帮助企业实现客户智能决策分析。
和SQL Server进行设计。实现了客户信息管理、客户记录管理、记录分配管理、工作记录管理、服务调查管理等几个模块。
关键词:.NET;SQL Server;客户服务支持管理
Custom Service Support Management Information System
Abstract
In this particular time where globalization,interaction and are the focuses, enterprises face a series of harsh problems,such as how to find potential clients,how to change social relationships into resources for means of sales and are shifting from a product-centric management strategy to customer- survive and develop, enterprises need to build up a good relationship with their need to use high quality products and services and superior credit to attract both new and old clients, and utilize regulated management, warm consideration and highly efficient control to keep the loyalty of these clients.
The Customer Service Support Management Information System is an important part in CRM;it is also one of main functions of the Web environment,the customer support will be the window through which the enterprises face wonderful customer service support management information system can strengthen the petitive power,increase sale,promotion enterprise it is also the necessary condition which guarantees customer’s satisfaction and the customer’s to take advantage of the customer service support management on Web,How to make people more satisfied,how to maintenance more customer,will e a matter peopl