Research, Knowledge Management System For Enterprise Customers Based On Business Processes

At present, communication operation industry develops very fast, especially in some big or medium cities, the market of new consumers has tend to saturation, the competition in the existing consumers'market become increasingly drastic. Along with the comunication market increasingly grown, development and retention should be two main topic for operation agency, expanding user become more and more difficult, in this circumstance, that retain the client and improve the value of client become very necessary. Big loss of customers has become a significant factor which limit the growing of communication operation agency's benefit, the status of customer retention is becoming more and more important. In other aspect, customer, especially the VIP customers will be the focus and hotspot in the next round market competition. The intense market competition makes VIP customers have higher expectation and requirement of personalized products and service, communication operation agency can attract and retain VIP customers only by understanding more about customer's requirement, and provide targeted products and service. Therefor, corp. must set up the technic means which can do information alternation and information transaction in time, and also must set up a corresponded process.In this dissertation, as an main example of a communication company, we will research on the installation of the customer knowledge system of communication operation enterprises, raising loyalty of customers and improving the core competitive capacity in market competition. Along with the fast development of information technology, technic transmission and updating continuously improve and the financing strategy also become diversified, the competition between enterprise moves to intellective level gradually, in order to keep the loyalty of customers, we need to have the capacity of Customer-Aligned, let customer drive and command the value net, then improve the added value of products and service.The research in this paper is to set up a operation stage. Firstly, we will start from the internal logic of customer knowledge management and operation process and then make a questionare concerning about the demand of CKMS system. Through the research result, we will discuss the design scheme of CKMS system including process design, construction design, function design and then show the core function of constructed CKMS system via example chart and time period figure. Finally, the optional scheme which is carried by enterprise will be researched and discussed, moreover, the general implemetion approach of CKMS system also will be put forward. Through the system, we will design the CKMS comprehensively, start the retention and detainment work so that we can achieve the final goal of decreasing drop rate of customer, reducing the marketing cost of customer, improving the value of customer, rasing the benefit of enterprise and enhancing the core competitiveness of enterprise.