| Faced with today’s fast moving and highly competive markets, products can’t be distinguished merely by quality. Thus, to improve customer experience and satisfaction by providing good customer service has become ecential to the company. CRM system had appeared under this circumstance. A functional CRM system not only can help the company relates to the customers, but it helps the company realize more efficient internal management as well.Firstly, this paper introduces the reason of the CRM system’s appearance and analyzes its significance to a company. Followed by a brief introduction of some key technology that might be used when implementing a CRM system, which including the architecture and Call Center technology, such as ACD, CTI, IVR, etc. This part will provide reference for the system designing.Secondly, the system’s target user is a consultancy. After analyzing the company’s business requirments, I have designed basic modules of the system based on the current Call Center platform. It can be divided into3parts:service handling subsystem, operation support subsystem and comprehensive management subsystem. These3subsystems will cooperate with each other to provide complete functions for the company. Then, the paper discribes every single module’s working process in details.In the last conclusion part,the paper makes some suggestion from three aspects-, functions, resources integration and multiple touch points. It has mapped its researching direction according to the development trends of CRM system. |
