呼叫中心CRM系统的设计与开发

呼叫中心CRM系统的设计与开发1上海交通大学本科毕业论文呼叫中心CRM系统的设计与开发学生：张慧学号：707111020004专业：计算机科学与技术(信息安全)导师：王轶骏学校代码：上海交通大学网络教育学院二ＯＯ八年九月呼叫中心CRM系统的设计与开发2呼叫中心CRM系统的设计与开发摘要客户关系管理（CRM）系统可以泛指企业获得和维持可带来业务收益的用户群的各种技术平台。随着市场竞争的日益激烈，企业迫切需要这样的技术平台，从而以更好的服务和支持（而不仅仅是产品特色）来赢得忠实的用户。因此，当CRM的概念被正式提出来以后，各类不同性质不同侧重点的解决方案都被冠以CRM的名头，致使企业陷入迷惘当中。在现代商务中，客户关系管理经常是从发展和管理与客户的沟通交流及各种关系开始的。在全球大多数国家普遍采用的处理这方面要求的技术平台就是呼叫中心（CALLCENTER）。本课题的研究范围旨在将CRM系统和呼叫中心联系在一起，通过CRM系统，使得呼叫中心的效率问题，数据统计问题，信息保存问题，信息更新等问题得以解决，同时也更加科学，方便的对所获得的信息，进行整理，分析，从中挖掘出有用的信息。关键词：CRM，呼叫中心，呼叫中心CRM系统呼叫中心CRM系统的设计与开发3THEDESIGNANDDEVLOPMENTOFTHECRMSYSTEMFORCALLCENTERABSTRACTWiththesustainingdevelopmentofthemodernizationofthemarket,theperformancemanagementisbecomingmoreimportant.Howshallwelinkthestrategywiththeperformancemanagementefficiently?Well,theBalancedScoreCardisthekeytothequestion.BSCincludesbothstrategyandhumanresource.BSCassociatesperformancemanagementoftheenterprise.Generallyspeaking,thestrategiesarealwayssetdownfrom4sides:Financial,Customers,Internalbusinessprocess,learningandgrowth.Withineachstrategy,thereareoneormoreindexesthatcanbemeasured.What’smore,eachindexhasitsgoal.BSCisalwaysputtogetherwiththefloatingsalary.Aschemeforactionisneededtoeachkeygoal.Andthestrategyfortheenterprisewillbeseparatedwhileitcomestothedepartmentsoreventotheemployees.Itisawidely-concernedproblemforthecompaniestosetupascientificandefficientperformancemanagementsystem.Astothefireandelectricplant,it’sthesamepoint.Theproblemisthepremiseofalltheperformanceofanenterprise.Andtheprocessofestablishingsuchsysteminfireanelectricplantshouldbecarriedintoexecutionstepbystep.Itneedslotsofenergy,timeandthesupportfromboththeleadersandtheemployees.ThissystemintegratesBSCwithKPI.Itenablestheuserstomeasuretheperformanceoftheplant,thedepartmentandthestafffromboththeachievementsoftheplantandthedevelopmentofthestaff.Itprovidestheuserstosettletheinformationefficiently,setdownindexesandgivefeedback,whichimprovesthecommunicationoftheemployeesandthemanagers.KeyWord:CRM,Contactcenter,CRMforContactcenter呼叫中心CRM系统的设计与开发4目录第一章绪论................................................................................................................................................................61.1.课题意义......................................................................................................................................................61.1.1.为什么要开发呼叫中心CRM系统？..................................................................................................61.1.2.什么是CRM？.......................................................................................................................................61.1.3.什么是呼叫中心..................................................................................................................................71.2.呼叫中心的发展状况..................................................................................................................................71.3.呼叫中心CRM系统...................................................................................................................................81.4.研究范围......................................................................................................................................................9第二章管理信息系统方法.......................................................................................................................................102.1.系统规划阶段............................................................................................................................................102.2.系统分析阶段............................................................................................................................................102.2.1.详细调查............................................................................................................................................102.2.2.建立新系统的逻辑模型....................................................................................................................102.3.系统设计阶段............................................................................................................................................112.4.系统实施阶段............................................................................................................................................112.5.系统运行和维护阶段................................................................................................................................112.6.开发遵循原则............................................................................................................................................11第三章可行性分析.................................................................................................................................................123.1.技术可行性................................................................................................................................................123.1.1.运行环境规定.................................................................................................................................