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Analysis and Research for Customer Service System and Establishment for CRM System in Seastar Computer System Integration Tech

Author: WangJian
Tutor: ZhangXinYuan
School: Xi'an University of Technology
Course: Business Administration
Keywords: CRM Customer service system Customer Satisfaction Information technology
CLC: F279.26
Type: Master's thesis
Year: 2005
Downloads: 157
Quote: 1
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Abstract


The starfish system integration company is a leading industries of IT companies, computer and networking products in the increasingly fierce competition in the IT market , the service quality has become a bottleneck in the development of the troubled enterprise . This article is in this context , through the establishment of a comprehensive customer service system to enhance the competitive advantage of the enterprise . Firstly, to explore the formation and development of the theory of CRM , carried out a detailed analysis of the company , the external environment ; explore its customer service system , and on this basis a new customer service system and support system requirements analysis ; organization to build a CRM system , business processes and corporate culture and recycling , based on comprehensive knowledge of the use of computer networks and databases , system process design , function module division and relational database design , the establishment of from the customer service center CRM system ; Finally, developed a system of analysis and the critical success factors in the implementation of CRM system implementation steps . This paper aims to improve the company's customer service system , improve customer satisfaction , reduce churn , and eventually build a set of services through the establishment of the CRM system , management and decision analysis as an integrated system . This article is to explore the application of the advanced ideas of the customer relationship management systems and information technology in the field of customer service system , has a certain reference value for the construction of enterprise customer service system and improve .

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CLC: > Economic > Economic planning and management > Enterprise economy > Companies around the world economy > China > Individual enterprise economy
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