| With the ever-changing computer and communications technologies, the rapid development of information technology in the proportion of modern society is growing. It provides the functions of the enterprise will greatly reduce the cause of the burden of staff. And for the sector, and maintain good contact information played a decisive role. Water is continually expanding its business scale and increase service mode today, more in need of a comprehensive sound business management system, and enhances their own management and better serve the community. The CRM system with a major role in it is aimed at the enterprise market, sales and service departments, including the management of the clients at all stages of the life cycle, and provide enterprises with the right customers and products purchased by the statistics, and tracking services, and information tools and functions.In this context, the State requested the Ministry of Construction, the water around the development of information and achieving one-stop services. Changchun water companies to adapt to the trend of development, and decided to develop Changchun water intelligent integrated services system, the system is a combination of water Changchun scale of operation, the operating mode and Manbo company's most advanced wireless sensor network technology, and integrated intelligent tailored platform. Changchun is to solve the current water and chaotic, complex workflow issues, will help reduce costs, improve work efficiency, but also for the company's success to the introduction of wireless meter-reading technology, for the future of the comprehensive reform of revised business. Public utilities in the nation in the field of information also play their role. The paper introduces the system is an important subsystem, that is, customer service system (CRM), customer service, market-oriented economy has been an important issue because of the special nature of the water business fields, in the mainstream has been neglected areas, as the advent of the market economy, with the customer's communication as key to the survival of enterprises, the system will become Changchun water market development an important part.Is the key to commercial success for the needs of customers, providing products and services to meet this need, and then through customer relationship management to ensure customer satisfaction and repeat transactions. However, in the past, many organizations that they unmatched products and services, customers will continue to prefer their products. Customers now have become more and more bold and critical; they not only need high-quality products, but also high-quality service. Looking around, on the one hand, many enterprises in the information and has done a lot of work and received a very good economic benefits. On the other hand, a universal phenomenon is that in many businesses, sales, marketing and information technology services sector is increasingly unable to meet the needs of business development, more and more enterprises call for an increase in sales, marketing and service automation of the day-to-day business and scientific. This is a customer relationship management foundation for the right moment.Business interests, is the direct source, only a good grasp of customers, improve customer relationships, enterprises can better sell the product to the hands of customers to gain profits. So every company will be good for the customer relationship management and a great deal of input.Customer relationship management (CRM) a comprehensive solution to the enterprise external customers, the customer has the resources to explore and use effective at the same time, the implementation of customer relationship management is a systematic project, it adapt to the changing competitive environment demands, and the database integration marketing, relationship marketing, one-to-one marketing, and so a series of management thinking. Customer relationship management (CRM) Many enterprises have become the basic business strategy, and enterprise resource planning (ERP), supply chain management (SCM) together to improve the competitiveness of enterprises is the three magic weapons.CRM is the selection and management of valuable relationship between a client and its business strategy, CRM request to customer-centric business philosophy and corporate culture to support effective marketing, sales and service processes. If an enterprise has the right leadership strategy and corporate culture, enterprise CRM will be able to achieve effective customer relationship management.CRM maximize the improvement and enhancement of the entire life cycle of customer relationship performance. CRM and the customer whole, the company, staff and other resources, the resources to carry out effectively, the structure of the distribution and reorganization, and facilitate the entire life cycle of customer relationship timely understanding and the use of the resources and knowledge to optimize the various business processes, enables companies and employees in sales, services, marketing activities, to be able to focus on improving customer relationships and raise the performance of the core business and an important aspect, the staff of the increase reflects the rapid customer feedback and the ability for customers with to the convenience, customers can demand rapid access to personalized products, programmes and services.CRM is a means, and its fundamental goal is to continue to improve customer relations, interactive, resource allocation, business processes and the degree of automation, reduce operating costs, improve enterprise sales revenue, customer satisfaction and employee productivity. Business to the pursuit of sustainable profit for the largest ultimate goal of good customer relations management is the means to achieve the above purpose, from this perspective can not hide speaking, CRM applications, is based on the interests of the enterprise; at the same time facilitate the customer to allow customers satisfaction.CRM enter the country for several years, many software vendors have launched their own CRM products. But in the real market CRM product few products more suited to the condition is extremely rare, the modern enterprise information to proceed with construction, the majority of failed or not ideal and ended, for the above reasons, for the development of water supply system is a very CRM important practical significance.The system can be divided into five business needs most: IVR module demand business applications, business applications module demand for seats, the media application management module demand, the operation of the system management module demand, business interface management needs. IVR business application modules called for the adoption of multi-level and voice prompt customers to select the menu of the services provided. The operation is relatively simple business enquiries, business consulting through the IVR response to provide services to clients; to operate relatively complex or require input customer feedback information services through IVR tips guide to the artificial seats provide services. Module seats functional requirements of business applications, including basic information management, customer contact methods (including inbound and outbound) management, customer contact results management, customer request or handling customer service management, knowledge base management, marketing management, business information access and management functions and achieving seats from the system, access to a variety of channels, a variety of channels, records the results, access business systems to deal with customer visits, customer service, re-loop management and customer service and customer management trajectory tracking . Media management module demands of the application by phone, fax, e-mail, messaging, and other media and customer contact, and the mode of operation of the media management. Operation of the system management module demands of the seats on the CRM system and the management of personnel, including the evaluation of the state employee appraisal management, scheduling management, and safeguarding the rights management system operation, parameter management, quality seats of call processing functions.Business services meet user interface management system and CRM system for data exchange between demand.This system can greatly enhance the implementation of Changchun City water company's efficiency and customer service satisfaction, so that for the past passive into active service, mobile full-service model; erected in the water between the company and its customers to interact bridge , Changchun City tap water to cover the majority of the existing company operations, expansion of a strong and inclusive system of the past have all the features of the differences between the system more powerful, and have taken the initiative behavior of that mobility and interactive. Customers can enjoy at home in the warm water company Changchun services and expert guidance as to enhance the affinity of Changchun water company. The system is the goal of CRM systems and Internet applications to improve integration of the business processes, to achieve timely, accurate and rapid to reflect customer requests for business processing. |
PDF Full Text Request