The Study Of The Big Customer Management And The "One-step" Work Style Service System Of CNC Jilin Province Communication Corporation

As a result of the new technical development, the telecommunication network may be divided, and the telecommunication nature monopoly theory foundation is vacillated. The statistics indicated that the big customer is the main origin and 80% income of the telecommunication enterprise comes from the big customer which occupies the customer total 20%.The big customer has the unequalled importance regarding the telecommunication operation enterprise, so the strives and recognition for the big customer already became the focal competition point of the telecommunication enterprise. The big customer departments work extremely difficult because lacks of the integrity of the big customers'information in Jilin Province and its city. This compilation of big customer management system is for the purpose of strengthening the relations between the enterprise and the important customer, the improving the interior management of enterprise. Its main scope is the market marketing, the sale and the customer service, at the same time unifies sharing the customer information bank and the analysis function also is its important content. The customer life cycle is the gradual process, in which the enterprise's latent customer turns the enterprise's real customer through the use enterprise product, and becomes the enterprise old customer. This overall system function frame is designed and constructed based on the CRM theory and the enterprise produce description. Therefore this system will reduce the impact from the service demand in the future, basing on the track and the forecast of the corporate business, the management and the strut system tendency. At the same time, the development direction of the big customer system will be faced to the entire customers and the entire channel customers in the future. The system will be fully considered the customer scope which next step possibly can manage (for example, the "golden color club" plan which the group has started), which does not cause the system structure fundamental adjustment if the system expands the management customer scope further. As the important constitute of service strut system in the telecommunication enterprise, the big customer management system must has the complicated relation with other Service strut system. Therefore, whether its success or not is decided by how it deals with the relations with other strut system (including function coordination and information transmission). This system is using the mature and the advanced technology at present including: the enterprise INTRANET the system structure, establishing a highly effective enterprise internal management network, supporting the local area network and the WAN scope customer, carrying on the personalization function, supporting each kind of information sharing under the jurisdiction management, realizing coordination work in the entire province taking the customer as the center. The big customer service management system has fully manifested enterprise's CRM idea, provided the personal, different, diverse service for the big customer, thus achieve the goal of developing the big customer, detaining the big customer and raising the degree of satisfaction and the loyalty of the big customer. The big customer management system uses the stepless design to adapt the dynamic change of the management pattern. The province and the city use the different rank function. The main function of the big customer management system is the marketing management, the sales management and the customer service management, the information management as the system revolution foundation, connection management, statistical analysis and policy-making support management promoting the system positive cycle. The system provides the simple convenient page to carry on the input, the revision, the inquiry and the printing of the detailed information, carry on the project location and the work flow formulation, provides the warning time of the flow link and automatically warning. The project management is mainly carrying on the track management of the entire project, including the customer earlier service demand, the resources investigation, the project starts, project condition in the flow. The inquiry function of project can defer to the project name, the starting time, the customer manager name, the customer name and so on, and implements the jurisdiction control in the demonstration result, in which customer manager can only see his/her own project plan, and the director can see the subordinate customer manager's project plan. The system provides the simple contact surface to carry on the project location and the work flow formulation. The system provides the early warning time hypothesis of the flow link and the automatic early warning prompt. The system can provide graphic contact surface to carry on to an each kind of station service processing flow, including the service processes, the links orders and between string, parallel relations. In brief, the system provides the function of input and analysis of big customerdata the, enables the user to carry on the independent analysis in business analysis application. At the same time, it will promote the management and service of enterprise through the data mining repeatedly, closing the thing essence, optimizing question solution.