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Research on Customer Service Management System

Author: ZhaoRuiHua
Tutor: LuoJun
School: Chongqing University
Course: Computer Software and Theory
Keywords: Customer Relationship Management Customer Service Management
CLC: TP315
Type: Master's thesis
Year: 2008
Downloads: 283
Quote: 0
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Abstract


With the market- oriented economic reform, market competition has become increasingly fierce. All current mature companies are realizing that customer service (Customer Service) Quality is the most important core competitiveness, must be customer -centric , access to higher customer satisfaction and loyalty, in order to remain unbeaten in the competition of the ground. In order to improve the quality of customer service , this paper proposes a customer service management system , to achieve the customer-related information and process management and internal management processes fully support, and on this basis to achieve the relevant business intelligence. The main work papers are: ① According to the existing customer service management system analysis, pointing out their deficiencies . Propose a general and practical , with a variety of functions of customer service management system. According to the principles of centralized management , customer service business functions centralized , unified planning , combined with the current situation around the business support systems , using a combination of new and transformation approach in a short time for customers to provide customer service department services and management system platform. ② according to the waterfall model of software engineering , needs analysis , system design, system implementation and testing. ③ introduces the overall structure , logical structure and network structure ; main functions of the system are described ; analysis of the functional requirements of the system management component and functional requirements.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Management procedures,management systems
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