Research On Customer Service Management System

With the deepening of market economy reform, market competition has become increasingly fierce. At present,all mature enterprises has taken customer service quality for the most important enterprise core competitiveness.Customer-centric, access to higher customer satisfaction and loyalty,is the key to remain unbeaten in the competition.In order to improve the quality of customer service, we presents a customer service management system, it can manage the customers' information and processes related to the enterprise, and based on it,accomplete the business intelligence.Mainly work is about:①According to the analysis of the existing customer service management system, we pointed out their shortcomings. Proposed a universal and practical system, with a variety of functions in customer service management. According to the principle of centralized management, customer service functions centralized, unified planning, and operations support systems throughout with the status quo, and a new method of combining transformation, in a short period of time to provide customer service, services and management system platforms.②Accordance with the waterfall model of software engineering, we finished the requirement analysis, system designment and testing.③Introduced the overall structure, the logical structure and the network structure of the system; illustrated the main function of the system; Analyse the system management component of the functional requirements.