CN105989426A - Customer relationship management system facing standard information service industry - Google Patents

Abstract

The present invention provides a customer relationship management system facing a standard information service industry. The system comprises a customer reception module, a customer information management module, a customer financial management module, a customer service response module, a customer service supporting module and a customer analysis module, adopts an Oracle software as a background database system of the application data, and facilitates managing the customer relevant information better to realize an automatic electronic transaction platform taking the on-line transaction as core and the warehouse receipt pledge, the logistics control and the bank automatic settlement as auxiliary. The customer relationship management system facing the standard information service industry is good in user experience, excellent in safety performance and sensory property and novel in design, enables the operation performance to be optimized better, guarantees the data privacy, establishes the exchange information between enterprises and between the enterprises and the users, has an industrial demonstration effect at the electronic transaction aspect, is a very good design scheme, and has a great market popularization prospect.

Description

A kind of CRM system towards standard information service trade

Technical field

The present invention relates to software development application, a kind of CRM system towards standard information service trade.

Background technology

CRM (customer relation management) system design goal is to build up with online transaction as core, and current assets mortgage, operating mode pattern and bank's Automatic-settlement are the Automated electronic transaction platform of auxiliary.Therefore setting up between enterprise and enterprise, exchange of information and there is exemplary role in the industry in terms of carrying out electronic transaction between enterprise and user, its design the following aspects to be met:

1, system availability principle

Design bases oneself upon advanced technology, server and network facet to optimize communication flows, reliability and the safety of raising system are attached most importance to, use advanced person, sane and ripe technology and equipment as far as possible, horizontal competition strength is strengthened with the innovative thinking in terms of service, seek the new breakthrough of business development, reach practicality, economically and efficiently result.

2, security of system principle

System is while using open standard and technology, it is also desirable to have good safety, it is ensured that network system and the safe operation of data.

3, system reliability principle

Guarantee the reliability that system is the highest, there is high mean free error time and harmonic(-)mean fault rate.

4, system flexibility principle

The motility of system is a link critically important in scheme, its object is to, in the shortest time, develop, go into operation, safeguard and expand new application system, and do not affect original service and integrity.Therefore it should be noted that the overall expandability of the opening of system structure, the compatibility of data base's design, the portability of application system, system.

Extensibility principle: information bank and system are with good expansibility in scale and performance two aspect.

5, the harmonious principle of system

During concentrating solution on-line real-time full-text search and service, should not ignore core billing and accounting system and storage, the brought data process load of real-time, interactive of service system and network connected load, so the most on weekdays, the server load of computer center is the fullest.

In addition to processing the equilibrium of function, the different parts of whole system framework all can not become bottleneck, so that affecting overall operation.These parts include: information processing hardware platform, operating system and management environment；Data communication network framework and management environment；Service supporting system and management environment；Database Systems；Developing instrument and test environment.

In sum, it is accordingly required in particular to a kind of CRM system towards standard information service trade, to meet the demand of social development.

Summary of the invention

It is an object of the invention to provide a kind of CRM system towards standard information service trade, to realize online transaction as core, current assets mortgage, operating mode pattern and bank's Automatic-settlement are the Automated electronic transaction platform of auxiliary.

The present invention solves that its technical problem be the technical scheme is that

The invention provides a kind of CRM system towards standard information service trade: this system includes Customer Reception module, client information management module, client's financial management module, customer service respond module, customer service support module, customer analysis module, this system uses Oracle as the background data base system of application data；

Customer Reception module includes telefacsimile visiting reception unit, www network comes to visit unit, visiting unit of visiting, client identity confirmation unit；

Client information management module includes customer information maintenance unit, customer information query unit；

Client's accounting management module includes client trading administrative unit, clients' accounts administrative unit, follow-up service administrative unit, essential information maintenance unit；

Customer service respond module includes and accepts customer service request unit, feedback information unit of accepting business；

Customer service support module includes standard literature service unit, distribution service unit, website service unit, customer complaint service unit；

Customer analysis system includes service analyser unit, product analysis unit, operational analysis unit, marketing analytic unit.

Preferably, the described telefacsimile in Customer Reception module visiting reception unit is that client quotes membership number and name or other relevant informations, service personal can be by inquiring about in membership number to client's basic document storehouse, after checked result, membership can confirm immediately, wherein, send a telegram here or fax can be by the visiting record of automatic answering system record client and guide client to enter customer service response system to wait that service support is fed back；

Www network is come to visit unit user name of input when can log in website according to client, and system is inquired about to client's basic document storehouse, and membership is assured that；

Client identity confirmation unit is the basic document preferably collecting client, and the behavior data of the acknowledgement collection client that is as the criterion provides basis, client identity once confirms, service personal is immediately client circumstances (client's essential information, visiting time, substantially demand etc.) input system, then being processed by client response system, service personal is applied to comprehensive, accurate, detailed when collecting customer data and upgrades in time.

Preferably, the described customer information maintenance unit in client information management module includes increasing newly customer information and associated person information etc., amendment and deletion, it is every profession and trade unit mostly for service object, there are the different contact person of different departments in many of which big business and customer type multiformity and polytropy, design a set of OO flexibly with extendible client's basic information management design, in addition to client's essential information, other information of client broadly fall into extension information, the customer information providing unified increases interface, the information that can express client dissimilar with sweetly disposition is added, ensure integrity and the correctness of typing customer information；

Customer information query unit provides basic customer information inquiry and statistical function；

Query function can provide quick user search mode for customer reception system and other subsystems, deletes, for customer information amendment and customer information, the stationkeeping ability that offers precise data simultaneously；

May require the inquiry of client unit title is had and a kind of not only input simple but also powerful inquiry mode, in order to reach such effect, one is can to complete in some the powerful fuzzy query mechanism of portion schedules that search of Customer Reception subsystem, by native system, client unit title can also be carried out some pretreatment to have processed, if it is desired, it is possible to this Attribute transposition of client unit title is become: the sub-attributes such as region, industry, type manage.

Preferably, the described client trading administrative unit in client's accounting management module includes the transaction record of managing customer, continue to pay dues record, and updates client account balance；

(1) client trading record management: provide interface for each customer service support system, preserves client trading record, updates client account balance；

(2) client continues to pay dues record management: the function providing input client (member) to continue to pay dues situation, updates client account balance simultaneously；

Clients' accounts administrative unit includes being managed the effectiveness of customer account；

(1) client enters good at managing: include the function of managing customer membership correlation circumstance；

(2) client's extended meeting management: include the function of managing customer extended meeting situation；

(3) client withdraws the membership management: include that managing customer is withdrawn the membership the function of situation；

(4) customer account merges: provide function account A being incorporated into account B, account A and account B to be necessary for the account of same type；

Follow-up service administrative unit includes generating, processing service recommendations record, service recommendations for adopting is taked to take action accordingly and (is sent out E-Mail, print envelope, telephone contact etc.), save as service log, service recommendations record is usually and is automatically generated by system, it is provided that revises part attribute to management personnel, decides whether the function adopted；

(1) client trading inquiry: include self-defined initialization system the most within a specified time inquire about need reconciliation, arrive the reconciliation time and within this cycle account balance have the client of variation, or inquiry meets the account balance in time conditions the client of variation, and inform client with the form of " statement " (letter, E-Mail), preserve current service log；

(2) client account balance inquiry: include that client account balance deficiency is reminded, submits the request sending prompt (by letter, E-Mail etc.) to customer service response system；Or the qualified client account balance of service personal's manual queries；

(3) customer service Expiration Date inquiry: include setting the viability of customer account, warning time limit；Basic condition (title, address, phone, contact person etc.) and account situation according to client add continue to pay dues prompting, the notice that continues to pay dues service recommendations；Inform client with " prompting that continues to pay dues is single " or the form of " continue to pay dues advice note " (letter, E-Mail, phone), preserve current service log；

(4) service recommendations record management: include inquiring about the service recommendations record in qualified one period, to the service recommendations adopted, can select method of service, amendment trade connection data, service, this time service will be saved in service log table；

(5) service log management: include the service log in qualified one period, by service date (inverted order), the inquiry of COS (sequentially)；

Some information described in table can be safeguarded by essential information maintenance unit；Provide only interpolation, amendment function, and deletion function is not provided；

(1) means of payment maintenance of information: include the function adding, revising means of payment information；

(2) Account Type maintenance of information: include the function adding, revising Account Type information；

(3) member's type information is safeguarded: include the function adding, revising member's type information.

Preferably, the customer service request unit that accepts in described customer service respond module is that system allows directly to be managed special task in certain service response queue by manual intervention process, i.e. arranges business, cancels business；

After feedback information unit of accepting business is the process that customer service support system completes task, an information will be returned to native system, no matter task smoothly completes or cannot complete, after service process subsystem terminates, this information will be received, just this service process subsystem can be arranged next task, or notify that it does not temporarily have task.

Preferably, the described standard literature service unit in customer service support module includes being managed the links of standard literature service, including client visit data check service that visiting service relates to, data Borrowing Service, document copying service, data print service, checkout service, Transaction Inquiries；Service role management that customer consignment service relates to, requirement validation, checkout management, system can record the User behavior of client automatically, and submit to the request of borrowing to borrow module, print request to optical disk printing module, reservation request to customer subscription management module to normative document data, these data can transfer to customer analysis system to carry out extraction analysis；

Follow-up service management includes the situation of change (presently mainly cancel, substituted, to shop) according to normative document data, produces corresponding service recommendations；Service recommendations is audited, service recommendations for adopting is taked to take action accordingly and (is sent out E-Mail, print envelope, telephone contact etc.), follow-up service is provided for client, the service recommendations overwhelming majority is automatically generated by system, timing automatic processing, transmission E-Mail, but for some special circumstances, it is also provided to management personnel and is manually generated the function of service recommendations, the function of amendment service recommendations part attribute, the audit function adopted that decides whether, the function of which kind of taking take action for the service recommendations adopted of determining；

Distribution service unit is to utilize library resource to provide purchases for client, predetermined etc. service,

Books and reference materials and inquiring stock: provide service personal to inquire about the function of books；

Resource uses management: situation that this module record client buys books and the expense therefore occurred；

Client's service order management: " the books and reference materials order form " that its solicited message is filled and presented from client, service personal's (caller client, write to us, fax, E-Mail request)；The books and reference materials ordered mainly have been sold out or the books and reference materials of floating cargo, and this module is exactly that the order form to client is managed；

Service recommendations manages: provides the library catalogue being positioned at sales volume list prostatitis, facilitates management personnel to carry out the adjustment of books discharge；

Website service unit includes standard collection column, membership service column, its Plays collection column includes standard collection introduction, standard book retrieval, newest standards are issued dynamically, standard Description of Revision, will implement standard, Shanghai City provincial standard revision information, mandatory national standards, local regulation standard, guide service, and membership service includes that member is franchise, becomes member, user's registration, log-on message, member's elegance；

How customer complaint service unit unavoidably can accomplish to clear up a misunderstanding early because service personal, being busy with one's work of reception personnel, linking up the reason such as insufficient and cause that client's is discontented during for offering customers service, resolve contradiction, meet demand, to retrieve client be very important problem；

(1) customer complaint receives: complain reception personnel to be responsible for understanding the situation of customers' responsiveness, and input system；

(2) customer complaint processes: according to relevant law, regulation, file or the treating method with reference to situation as before, complain reception personnel to propose processing scheme on the spot as far as possible, cannot process on the spot strictly according to the facts, processing scheme was proposed within the time of regulation, all of processing scheme, result are all by complaining reception personnel's input system, in order to be supplied to customer analysis systematic analysis, prediction from now on；

(3) result feedback: the processing scheme for customer complaint all should feed back to client, the complaint that cannot process the most on the spot in time, and the mode of feedback can be to be the modes such as E-Mail, letter, phone.

Preferably, after described customer analysis system is converted by data extraction, data cleansing, data, the result obtained is loaded in data warehouse, it is placed in different Service Databases according to different business-subjects, the data subset that this certain department enterprise-oriented logically or physically divides out is referred to as Data Mart, he only houses the information that certain theme needs, and makes the utilization of data and analyzes more effectively, fast and flexibly.

It is an advantage of the current invention that, this system is conducive to the information that more preferable managing customer is relevant, to realize online transaction as core, current assets mortgage, operating mode pattern and bank's Automatic-settlement are the Automated electronic transaction platform of auxiliary, good Consumer's Experience, more optimize in operating characteristics, ensure that the privacy of data, security performance is excellent, set up between enterprise and enterprise, exchange of information and carry out electronic transaction aspect there is exemplary role in the industry between enterprise and user, novel in design, it it is a good design, there is very much marketing prospect, and organoleptic properties is excellent.

Accompanying drawing explanation

The present invention is described below in conjunction with the accompanying drawings in detail with detailed description of the invention:

Fig. 1 is the functional block diagram of the present invention；

Fig. 2 is the system architecture diagram of the present invention；

Fig. 3 is the network architecture diagram of the present invention；

Fig. 4 is the Management System for Clients Information module map of the present invention；

Fig. 5 is client's account management system module figure of the present invention；

Fig. 6 is the standard literature service system module figure of the present invention；

Fig. 7 is that the website service of the present invention supports system module figure；

Fig. 8 is the authentication schematic diagram of the present invention；

Fig. 9 is LAN C/S and the wide area network B/S structure chart of the present invention；

Figure 10 is the graph of a relation between the Index table of the present invention；

Figure 11 is the personalized service flow chart of the present invention；

Detailed description of the invention

For the technological means making the present invention realize, creation characteristic, reach purpose and be easy to understand with effect, below in conjunction with diagram and specific embodiment, the present invention is expanded on further.

See Fig. 1, Fig. 2, Fig. 3, Fig. 4, Fig. 5, Fig. 6, Fig. 7, a kind of CRM system towards standard information service trade that the present invention proposes: this system includes Customer Reception module, client information management module, client's financial management module, customer service respond module, customer service support module, customer analysis module, this system uses Oracle as the background data base system of application data；

Customer Reception module includes telefacsimile visiting reception unit, www network comes to visit unit, visiting unit of visiting, client identity confirmation unit；

Client information management module includes customer information maintenance unit, customer information query unit；

Client's accounting management module includes client trading administrative unit, clients' accounts administrative unit, follow-up service administrative unit, essential information maintenance unit；

Customer service respond module includes and accepts customer service request unit, feedback information unit of accepting business；

Customer service support module includes standard literature service unit, distribution service unit, website service unit, customer complaint service unit；

Customer analysis system includes service analyser unit, product analysis unit, operational analysis unit, marketing analytic unit.

The described telefacsimile in Customer Reception module visiting reception unit is that client quotes membership number and name or other relevant informations, service personal can be by inquiring about in membership number to client's basic document storehouse, after checked result, membership can confirm immediately, wherein, send a telegram here or fax can be by the visiting record of automatic answering system record client and guide client to enter customer service response system to wait that service support is fed back；

Www network is come to visit unit user name of input when can log in website according to client, and system is inquired about to client's basic document storehouse, and membership is assured that.

Crm system computer network is an information service network integrating host computer system, networking products, application system, Database Systems.The LAN of system, with Ethernet switch as core, uses 10/100 crossover ethernet local area network network one many virtual network topology based on VLAN (virtual network) technology of structure of low cost, high-performance, safety.Different purposes according to various equipment, with the IP address (address that Internet Protocol uses) of switch physical port, the MAC Address (Ethernet protocol use address) of network interface card or the network interface card foundation as selected subset, local area network is divided into the virtual network of multiple difference in functionality.

Host computer system is the core of standard information service supporting system, and standard information service supporting system is the main support system of crm system, therefore requires have the reliabilty and availability that data-handling capacity is strong, information storage is big and higher.

Therefore use two HP7620 servers, HP SureStore VA 7110 virtual disc array, use SAN fabric, have employed RAC parallel schema, be connected respectively to HP SureStore VA 7110 virtual disc array.HP MC/ServiceGuard clustered software and ServiceGuard Extension for RAC it has been respectively mounted, it is possible to achieve the requirement of the concurrent access magnetic disk array cabinet that installation and operation Oracle 9i RAC needs on two-server.Heartbeat is relied on to detect the other side's machine whether normal operation between two database services.When the Oracle example on a station server breaks down and is not provided that service, originally it was connected to the user on this server can be connected automatically on the Oracle example of another database server, and the operation of data base can be continued without interrupting by these users, thus ensure that the safe, properly functioning of system, and play load balance and recover function.

Client identity confirmation unit is the basic document preferably collecting client, and the behavior data of the acknowledgement collection client that is as the criterion provides basis, client identity once confirms, service personal is immediately client circumstances (client's essential information, visiting time, substantially demand etc.) input system, then being processed by client response system, service personal is applied to comprehensive, accurate, detailed when collecting customer data and upgrades in time.

Preferably, the described customer information maintenance unit in client information management module includes increasing newly customer information and associated person information etc., amendment and deletion, it is every profession and trade unit mostly for service object, there are the different contact person of different departments in many of which big business and customer type multiformity and polytropy, design a set of OO flexibly with extendible client's basic information management design, in addition to client's essential information, other information of client broadly fall into extension information, the customer information providing unified increases interface, the information that can express client dissimilar with sweetly disposition is added, ensure integrity and the correctness of typing customer information；

Customer information query unit provides basic customer information inquiry and statistical function；

Query function can provide quick user search mode for customer reception system and other subsystems, deletes, for customer information amendment and customer information, the stationkeeping ability that offers precise data simultaneously；

May require the inquiry of client unit title is had and a kind of not only input simple but also powerful inquiry mode, in order to reach such effect, one is can to complete in some the powerful fuzzy query mechanism of portion schedules that search of Customer Reception subsystem, by native system, client unit title can also be carried out some pretreatment to have processed, if it is desired, it is possible to this Attribute transposition of client unit title is become: the sub-attributes such as region, industry, type manage.

Preferably, the described client trading administrative unit in client's accounting management module includes the transaction record of managing customer, continue to pay dues record, and updates client account balance；

(1) client trading record management: provide interface for each customer service support system, preserves client trading record, updates client account balance；

(2) client continues to pay dues record management: the function providing input client (member) to continue to pay dues situation, updates client account balance simultaneously；

Clients' accounts administrative unit includes being managed the effectiveness of customer account；

(1) client enters good at managing: include the function of managing customer membership correlation circumstance；

(2) client's extended meeting management: include the function of managing customer extended meeting situation；

(3) client withdraws the membership management: include that managing customer is withdrawn the membership the function of situation；

(4) customer account merges: provide function account A being incorporated into account B, account A and account B to be necessary for the account of same type；

Follow-up service administrative unit includes generating, processing service recommendations record, service recommendations for adopting is taked to take action accordingly and (is sent out E-Mail, print envelope, telephone contact etc.), save as service log, service recommendations record is usually and is automatically generated by system, it is provided that revises part attribute to management personnel, decides whether the function adopted；

(1) client trading inquiry: include self-defined initialization system the most within a specified time inquire about need reconciliation, arrive the reconciliation time and within this cycle account balance have the client of variation, or inquiry meets the account balance in time conditions the client of variation, and inform client with the form of " statement " (letter, E-Mail), preserve current service log；

(2) client account balance inquiry: include that client account balance deficiency is reminded, submits the request sending prompt (by letter, E-Mail etc.) to customer service response system.Or the qualified client account balance of service personal's manual queries；

(3) customer service Expiration Date inquiry: include setting the viability of customer account, warning time limit.Basic condition (title, address, phone, contact person etc.) and account situation according to client add continue to pay dues prompting, the notice that continues to pay dues service recommendations；Inform client with " prompting that continues to pay dues is single " or the form of " continue to pay dues advice note " (letter, E-Mail, phone), preserve current service log；

(4) service recommendations record management: include inquiring about the service recommendations record in qualified one period, to the service recommendations adopted, can select method of service, amendment trade connection data, service, this time service will be saved in service log table；

(5) service log management: include the service log in qualified one period, by service date (inverted order), the inquiry of COS (sequentially)；

Some information described in table can be safeguarded by essential information maintenance unit.Provide only interpolation, amendment function, and deletion function is not provided；

(1) means of payment maintenance of information: include the function adding, revising means of payment information；

(2) Account Type maintenance of information: include the function adding, revising Account Type information；

(3) member's type information is safeguarded: include the function adding, revising member's type information.

Preferably, the customer service request unit that accepts in described customer service respond module is that system allows directly to be managed special task in certain service response queue by manual intervention process, i.e. arranges business, cancels business；

After feedback information unit of accepting business is the process that customer service support system completes task, an information will be returned to native system, no matter task smoothly completes or cannot complete, after service process subsystem terminates, this information will be received, just this service process subsystem can be arranged next task, or notify that it does not temporarily have task.

By each customer service support system, client, service personal, other each business departments are together in series, the service platform that one smooth closed loop of composition is controlled, it is possible to event causes (as automatically with E-mail mode notice or reply client), business logic are automatically brought into operation service operations, system maintenances such as (as automatically carried out data conversion and processing) and are controlled and manage.The information on services of customer service support system mostlys come from customer service response system, is divided into service request information and service information by type.

Service request information derives from client, is the unasked demand for services of client；

Service prompts information source other subsystems in CRM system, are to be triggered by business event, or by the service recommendations proposed after analyzing client's basic document, customer behavior information, are the personalized services for client's offer, take the initiative in offering a hand.

Character according to existing resource and the content of service, native system collection is divided into standard literature service system, distribution service system, website support system and complaint acceptation system.

Preferably, the described standard literature service unit in customer service support module includes being managed the links of standard literature service, including client visit data check service that visiting service relates to, data Borrowing Service, document copying service, data print service, checkout service, Transaction Inquiries；Service role management that customer consignment service relates to, requirement validation, checkout management, system can record the User behavior of client automatically, and submit to the request of borrowing to borrow module, print request to optical disk printing module, reservation request to customer subscription management module to normative document data, these data can transfer to customer analysis system to carry out extraction analysis；

Follow-up service management includes the situation of change (presently mainly cancel, substituted, to shop) according to normative document data, produces corresponding service recommendations；Service recommendations is audited, service recommendations for adopting is taked to take action accordingly and (is sent out E-Mail, print envelope, telephone contact etc.), follow-up service is provided for client, the service recommendations overwhelming majority is automatically generated by system, timing automatic processing, transmission E-Mail, but for some special circumstances, it is also provided to management personnel and is manually generated the function of service recommendations, the function of amendment service recommendations part attribute, the audit function adopted that decides whether, the function of which kind of taking take action for the service recommendations adopted of determining；

(1) data reservation management: include inquiry, add customer subscription data, inquiry customer subscription data to shop situation, add " notifying to shop " service recommendations.

(2) data is cancelled management: include inquiring about client's data of once buying, and duplicating, print, subscribe, borrow, retrieved, and the calcellation of these data, by alternative case, add " notice of cancelling " service recommendations.

(3) service recommendations management: include inquiring about, revise, audit service recommendations.

Distribution service unit is to utilize library resource to provide purchases for client, predetermined etc. service,

Books and reference materials and inquiring stock: provide service personal to inquire about the function of books；

Resource uses management: situation that this module record client buys books and the expense therefore occurred；

Client's service order management: " the books and reference materials order form " that its solicited message is filled and presented from client, service personal's (caller client, write to us, fax, E-Mail request)；The books and reference materials ordered mainly have been sold out or the books and reference materials of floating cargo, and this module is exactly that the order form to client is managed；

Service recommendations manages: provides the library catalogue being positioned at sales volume list prostatitis, facilitates management personnel to carry out the adjustment of books discharge；

Website service unit includes standard collection column, membership service column, its Plays collection column includes standard collection introduction, standard book retrieval, newest standards are issued dynamically, standard Description of Revision, will implement standard, Shanghai City provincial standard revision information, mandatory national standards, local regulation standard, guide service, and membership service includes that member is franchise, becomes member, user's registration, log-on message, member's elegance；

How customer complaint service unit unavoidably can accomplish to clear up a misunderstanding early because service personal, being busy with one's work of reception personnel, linking up the reason such as insufficient and cause that client's is discontented during for offering customers service, resolve contradiction, meet demand, to retrieve client be very important problem；

(1) customer complaint receives: complain reception personnel to be responsible for understanding the situation of customers' responsiveness, and input system；

(2) customer complaint processes: according to relevant law, regulation, file or the treating method with reference to situation as before, complain reception personnel to propose processing scheme on the spot as far as possible, cannot process on the spot strictly according to the facts, processing scheme was proposed within the time of regulation, all of processing scheme, result are all by complaining reception personnel's input system, in order to be supplied to customer analysis systematic analysis, prediction from now on；

(3) result feedback: the processing scheme for customer complaint all should feed back to client, the complaint that cannot process the most on the spot in time, and the mode of feedback can be to be the modes such as E-Mail, letter, phone.

Preferably, after described customer analysis system is converted by data extraction, data cleansing, data, the result obtained is loaded in data warehouse, it is placed in different Service Databases according to different business-subjects, the data subset that this certain department enterprise-oriented logically or physically divides out is referred to as Data Mart, he only houses the information that certain theme needs, and makes the utilization of data and analyzes more effectively, fast and flexibly.

Customer analysis system is by the division according to following two aspect fabric analysis theme:

Information analysis with client as core；

The distribution proportion of the region (province, city, county) of registered members；

Region (province, city, the county) distribution proportion of member's type (member's size, industry attribute etc.)；

Each region (province, city, county) client registered members's amplification ratio in three year；

All types of (member's size, industry attribute etc.) client registered members's amplification ratio in three year；

Each region (province, city, county) member loss ratio in three year；

All types of (member's size, industry attribute etc.) member loss ratio in three year；

All types of (member's size, industry attribute etc.) member's persistency (i.e. member continues to pay dues) is added up；

Each region (province, city, county) member's consumption figure is added up；

All types of (member's size, industry attribute etc.) member's consumption figure ratio；

All types of (member's size, industry attribute etc.) member is consumption amount variation statistics in 1 to three year；

Trade connection mode quantitative proportion；

In 1 to three year, trade connection mode changes ratio；

Consult order normative document type (country type, product type etc.) quantitative proportion；

Order normative document type (country type, product type etc.) change statistics is consulted in 1 to three year；

Non-member's visiting dereferences with phone, fax, E-Mail (directly visiting) type (industry attribute etc.) ratio；

Customer complaint accepts event and adds up (temporally).

Data base designs:

Data base's design is not merely the design (including data type and constraint) relating to various field, the problem also relating to entity class object is effectively accessed, this may need to split class or union operation, needs such as to index or the performance enhancement techniques of hashing etc.

When making physical Design, first have to the physical field of each attribute in logic data model is designed, it is then possible to assessment reversely standardization, carry out file organization, and the use of evaluation object relation property.Reversely standardization, is a kind of processing procedure normal relation being combined in physical table, and this processing procedure is based on row and the use similarity of field, also based on to the retrieval of table and amendment frequency；File organization, is the technology of a kind of row object physically arranging a file；Object relation characteristic, refers to vague generalization, polymerization, intermediate attribute, object identifier, the relation quoted, and to big object etc..

In standard information service crm system, the hugest and the highest to the frequency requirement of retrieval due to data volume as the most important standard information service system that customer service is supported, to pay close attention to support multi-user, the issued transaction of big affairs amount during design database, therefore use Oracle as the background data base system of application data.

The design of security system mainly includes six parts: physical security, network security, data safety, security of system, security system construction, safety education and training.

Physical security is the premise of whole system safety, ensure computer room safety, reliable, flexible, expansible and open principle, ensure that machine room has safety and the reliability of height on the whole, make computer network facility, facility and other media exempt from the environmental accidents such as earthquake, floods, fire and human operational error or destruction that wrong and various computer crime behavior causes.Wherein, Environmental security is the safeguard protection to system running environment, such as locality protection and disaster protection etc., is specifically referred to the related request such as standard GB/T 50173-93, GB2887-89, GB9361-88 and is designed；Equipment safety mainly include storage, transmission or system run device therefor antitheft, anti-ruin, antimagnetic, prevent circuit from intercepting and capturing, electromagnetism interference and power protection etc.；Media safety then includes storing data safety in the safety storing media itself and media.

Network security includes two aspects: (a) prevents the attack that grid external user is possible to present networks system；B () prevents attack possible between the internal each subsystem of grid, it is to avoid computer virus is propagated in the entire system.Security of system framework will consider from three levels: Internet, host/server system and application layer.

The safety of Internet mainly takes precautions against the unauthorized access for whole network, is typically realized by fire wall.By configuring multilevel firewalls, with the unauthorized access (Lawful access can pass through) each other of each ingredient of shielding system network.

The safety of host/server system is for individual machine and the system run on these machines.In addition to the safety of the operating system self of host/server, having multiple product available at present, native system selects the safety products such as the Unicenter TNG of CA company.

The safety of application layer will consider in terms of three: strengthens the safety of application server system；Use ID authentication mechanism, to ensure the reliability of application；Use data encryption technology and anti-virus software, to ensure the safety of application.

In terms of DB Backup, take the backup scenario that physical backup and backup logic combine, deposit Backup Data with HP StorageWorks 1/8Autoloader tape library.Additionally with Veritas Netbackup software as database physical backup solution, external servicing property and business datum amount situation in view of standard information service, have employed strange land offline backup, carry out full backup every night, in the daytime carry out incremental backup, and backup file is stored in the tape library of strange land.

The application system security of security system mainly includes authenticating user identification, accesses control, security audit and daily record, safe practice and four parts of application.

(1) authentication；

Here user is the concept that a comparison is wide in range, not only include the government affairs worker (people) of use system, also include access or the other system of the system of use or main frame, server etc. (system, computer), such as in the system deploying authentication center CA, software issues server, application server, database server etc. and all will obtain the digital certificate of oneself from authentication center CA, and the subject identity in this, as legal participation system identifies, then these servers etc. are recognized as belonging to the category of system user.

(2) control is accessed

In systems, need service resources and the system resource specifying each user in each application level can be accessed by, namely access control and authority allocation strategy.

Here authority is not only included the scope of business that can user access, business datum, the access mode of data, action type etc., also includes the system resource that system is relevant, including printing, mail etc..General, the authority in system is allocated according to role, namely is grouped all permissions, and a role would correspond to the combination of an authority.So user is carried out authority distribution when, it is only necessary to directly give the role that user is different.

(3) safe practice and application

According to the division of level of security, can use and add a cover include data encryption and deciphering, data summarization and checking, digital signature and checking, timestamp and safe practice including checking etc. ensures the safety of system, integrity and non-repudiation.

The method of data encryption can be divided into symmetric cryptography and asymmetric encryption two kinds, typical encryption method includes normal data AES DES, RC, RSA, EIGamal etc., data encryption mainly serves for ensuring data storage or the safety of transmission, prevents from stealing.Data summarization method mainly includes MD, SHA etc., is generally of two features, and the first will have the biggest change for the change of any one Bit of source data, data summarization, and it two is that source data is different, and corresponding data summarization is the most different.Therefore by source data being produced the summary info of 8 bytes and transmitting together with source data, then by the checking of data summarization can effectively being detected and preventing data from illegally distorting, it is ensured that the integrity of data.Digital signature method mainly includes DSA method etc., the sender of data utilizes the private signature key of oneself to sign the data summarization that source data is corresponding, ensure the legitimacy of data receiver, preventing from denying, the use of digital signature depends on legal, the effective digital certificate that just authentication center CA is provided simultaneously.It is the packet joining day stamp mark to transmission that timestamp is added a cover, the recipient of data can carry out the judgement of data manipulation order according to timestamp mark and carry out the reorganization of packet, and this method is possible to prevent bypass to retransmit the risk brought to a certain extent.

(4) security audit and daily record

System needs to utilize security log record and audit, to ensure can accomplish to follow the trail of accountability there is safety-related problem when, by the inquiry of security log record and analysis and relevant audit operation are found the root place of safety problem.The scope of security audit and daily record can be configured according to being actually needed of system, but user log-in events closely-related for safety, the access behavior safety event etc. such as control event and authentication, access control, data encryption, digital signature should carry out security audit operation, and record security of system daily record.

The application in the present system of safe encryption technology

1. identification safety authentication

There is a lot of potential safety hazards in traditional web authentication mode, information is easily divulged a secret: user is for the ease of memory, and its username and password is the simplest and with certain regularity, is easily hypothesized, easily reveals；User is easily peeped when inputting password simultaneously, and password is the most easily intercepted and captured by hacker during transmission；Information is transmitted with plaintext version, or the Cipher Strength of ciphertext is the lowest, it is easy to cracks, does not protects trade secret.

Client particularly member user, big customer such as use clear-text way to be easy to during the course be trapped by conventional authentication method when logging in standard information service platform, thus have leaked client identity information and financial information, produce potential safety hazard.Therefore using a kind of is that core combines the Web Services technology as Communications service based on USB KEY, implements client secure authentication, solves client and add the demand of strong security in verification process.

The process of authentication, be unable to do without the communication of client and server, but, application program has thousands of user, and is distributed in all over the world, then the communication between client and server will be a stubborn problem.Because generally having fire wall or proxy server between client and server.System uses Web Services as the communication mid-tier component across fire wall, not only shortens the construction cycle, also reduces code complexity, and can strengthen the maintainability of application program, and its authentication principle is as shown in Figure 8.

The authenticating user identification process used in native system is based on PKI system, and the identity information of user is present in two places: can user information database on the user KEY of representative capacity and server in user's hands.

User is when logging in, it is necessary to user KEY is connected to subscriber's main station, and proof procedure includes:

User profile is submitted to: user profile is read in application from user KEY, is sent to server, and server, after receiving user profile, inquires about the public key information to application for future use in information bank.

Returning accidental validation data: server produces one section of checking data temporarily, returns to client, this section checking data are sent into client KEY by user rs host, utilize the private key in client KEY to be encrypted, obtain cryptogram validation information.

Submit cryptogram validation information to: the cryptogram validation information that encryption is obtained by user rs host is submitted to server, the server public key decryptions data of corresponding client.

Verification the result: server is by the checking information after deciphering and is sent to the checking information comparison of user at that time, if unanimously, being audited by user identity, if inconsistent, illustrating that user is illegal.

Safety authentication system goes for the authentication that the client of crm system internal system user of service's authentication in LAN C/S structure and wide area network B/S structure logs in, as shown in Figure 9.

USB KEY is different in the use of C/S structure and B/S structure, and C/S structure is by calling corresponding hardware access interface at the client-side program of graphic user interface, thus reaches the purpose communicated with USB KEY.B/S structure due to faced by be unknown user environment, need to be issued hardware access interface by the form of assembly, user, when by browser access server, automatically downloads mounting assembly, thus reaches to access USB KEY and complete the process of authentication.

The applied analysis in the present system of PDF technology

Just because of the academia of the pdf document form Yi world and high-tech industry become the main flow of the data of depositing, in the E-Government field of various governmental agencies, PDF almost rules all the land, including U.S. government, British government, German Government, Singapore Tourist Promotion Board, India, Australia etc..Other government organs are also using PDF, only just having in the U.S. in a large number: law court of the United States Federal, American Space General Administration, United States drug food control office (FDA), American National Archives Administration, the U.S. 35 Finance and Tax Bureaus of state government, United States postal service, CDC, SBA, Census Bureau etc..Although PDF is the most widely in the application of the U.S., but uncertain be the most country of application.

Characteristic and advantage based on the PDF technology that upper joint is mentioned, it has become the open technique of a kind of globalization, the standard of standard information service system uses this kind of form to be possible not only to make standard information extensively transmit, it is applied to all trades and professions both domestic and external, and make standard information more accurately and be prone to retrieval, provide preferably service for more client.

System provides the equal automatic batch of the data on various document, media change into pdf document form, become unique standard information text formatting in the entire system, facilitate the information exchange of internal system with shared.

Index technology applied analysis in the present system

Owing to the coordinate indexing table of standard information table is a lot, it is the most all multi-table manipulation when Standard Information Searching, as shown in Figure 10, uses index technology and query optimizer can relatively efficiently find out the preferred plan that overhead is minimum.

Due to standard information there is substantial amounts, inquiry uses that frequency is high but renewal frequency is relatively low, therefore uses clustered index can improve retrieval rate.Another External System is tried one's best during designing and developing and is used storing processs and optimize SQL statement more, makes data query become more flexibly and efficient.

Personalized Service Technology is to propose in different background, different purpose and the different inquiry request of different times for meeting client.Refer at information retrieval and consultancy service: provide on the basis of including that Index retrieval, data of optical disk library searching, standard information signature and the unified cross search service of online regulation resources bank retrieval, gateway information are issued, by the increment lifting of the service that personalized service is retrieved as routine information.So that system is by providing information passively, to providing service on one's own initiative." personalized " of this service system, is access rights based on user role, custom, potentially boundless, focuses on customizability, extensibility and initiative that information is issued, Study system service front-end support technology.It is connected, including information pushing, subscription, SDI system with modules such as user's management.

In order to realize personalized service, it is necessary first to follow the tracks of and learn interest and the behavior of user, and design a kind of suitably expression way.In order to standard information resource recommendation to user, it is necessary to organize standard information resource, the feature of selection standard information resources, and use the suitable way of recommendation.In addition it is necessary to consider the architecture of system, it is considered in the pros and cons that server end, client and agent side realize.

User profile to be set up.For individuation service system, it is most important that the participation of user, in order to follow the tracks of interest and the behavior of user, it is necessary to set up a User profile (user profile) for each user.User profile portrays the relation between the feature of user and user.User profile can be organized with file, it is also possible to organizes with relational database or other data bases.Some systems are had to use RDF based on XML (resource definition framework) to express User profile at present, and utilize the Database Systems supporting XML to store User profile, so, the advantage that not only make use of XML, also maintain the performance of system.User uses individuation service system the 1st time when, system may require that user registers the essential information of oneself and content interested, and system can also implicitly collect user profile.After customizing what a User profile, system can allow user independently revise, it is also possible to is revised by system self-adaption, and so, system just can change with the change of user interest.System wants self adaptation to revise user profile, it is necessary to analyzes the behavior of active user according to the information source of study, thus adjusts the weight of user interest or adjust user interest hierarchical structure.According to the information source of study, the method for usertracking can be divided into two kinds: explicit tracking is followed the tracks of with implicit expression.Explicit tracking refers to that the resource recommended is fed back and evaluates by system requirements user, thus reaches the destination of study.Implicit expression is followed the tracks of and is not required that user provides what information, all of tracking to be automatically performed by system, and implicit expression is followed the tracks of can be divided into again behavior tracking and Web log mining.

Explicit tracking is simple and direct way, and system may require that the user feedback oneself fancy grade to recommending resource.Generally, this way is difficult to receive actual effect, because the hobby of oneself is actively expressed at rarely useful family to system.Actual way is behavior tracking, because a lot of actions of user can imply the hobby of user.User behavior can show as inquiry, browsing pages and article, labelling bookmark, feedback information, click mouse, drag scroll bar, advance, retrogressing etc.

At present, the digging technology of sing on web daily record quickly grows, and utilizes Web daily record can obtain the information such as the number of clicks of the page, the page time of staying and page access order.Can obtain the information such as related pages, similar users colony and user access pattern by analyzing Web daily record, individuation service system can utilize these information creatings or update User profile.Method most-often used in Web Web log mining is that the number of clicks according to webpage evaluates user's interest to this webpage, and the most this method is incomplete, and the most incorrect.But the method can be used for assisting other log analysis technology.Although the information of Web daily record is the most comprehensive, but can therefrom find much significant information, such as by collecting the date and time of user's order request, the time that user is spent in each resource can be analyzed, such that it is able to infer the degree that user is interested in this resource；The field interested by collecting user, is conducive to content interested in user to classify；Be conducive to predicting the behavior that user is the most possible by the order analyzing user's request, thus recommend suitable information.

Summing up above analysis, in standard information service platform, major use case is:

(1) user is while browsing information page, and system background collects user access logs.

(2) by log analysis, user is carried out interest packet.

(3) to different grouping personnel, automatically recommend packet hot information, and access information recently with group user.

(4) customized information is after user logs in platform, and display is in homepage.

Based on above-mentioned core technology, public service platform has been achieved with propertyization service one by one and collects feedback system.Its main effect is in the statistics and analysis of the user profile on backstage, as shown in figure 11.

Based on above-mentioned, advantages of the present invention is: this system is conducive to the information that more preferable managing customer is relevant, to realize online transaction as core, current assets mortgage, operating mode pattern and bank's Automatic-settlement are the Automated electronic transaction platform of auxiliary, good Consumer's Experience, more optimize in operating characteristics, ensure that the privacy of data, security performance is excellent, set up between enterprise and enterprise, exchange of information and carry out electronic transaction aspect there is exemplary role in the industry between enterprise and user, novel in design, it it is a good design, there is very much marketing prospect, and organoleptic properties is excellent.

The ultimate principle of the present invention, principal character and advantages of the present invention have more than been shown and described.Skilled person will appreciate that of the industry; the present invention is not restricted to the described embodiments; the principle that the present invention is simply described described in above-described embodiment and description; the present invention also has various changes and modifications without departing from the spirit and scope of the present invention, and these changes and improvements both fall within scope of the claimed invention.Claimed scope is defined by appending claims and equivalent thereof.

Claims (7)

1. the CRM system towards standard information service trade: it is characterized in that: this system Include Customer Reception module, client information management module, client's financial management module, customer service sound Answering module, customer service support module, customer analysis module, this system uses Oracle as application number According to background data base system；

Customer Reception module includes telefacsimile visiting reception unit, www network comes to visit unit, visit Visiting unit, client identity confirmation unit；

Client information management module includes customer information maintenance unit, customer information query unit；

Client's accounting management module includes client trading administrative unit, clients' accounts administrative unit, tracking Service managing unit, essential information maintenance unit；

Customer service respond module includes and accepts customer service request unit, feedback letter of accepting business interest statement Unit；

Customer service support module includes standard literature service unit, distribution service unit, website service Unit, customer complaint service unit；

Customer analysis system includes service analyser unit, product analysis unit, operational analysis unit, battalion Pin analytic unit.

A kind of CRM system towards standard information service trade the most according to claim 1, It is characterized in that: the described telefacsimile in Customer Reception module visiting reception unit is client's meeting of quoting Member number and name or other relevant informations, service personal can be by membership number to client's basic document storehouse Inquiry, after checked result, membership can confirm immediately, and wherein, sending a telegram here or fax can be by automatically The visiting record of answering system record client also guides client to enter customer service response system wait service support Feedback；

Www network is come to visit unit user name of input when can log in website according to client, and system is to objective Basic document storehouse, family is inquired about, and membership is assured that；

Client identity confirmation unit is the basic document preferably collecting client, and is as the criterion acknowledgement collection client's Behavior data provides basis, and client identity once confirms, service personal is immediately client circumstances (client's base This information, visiting time, substantially demand etc.) input system, client response system then process, clothes Business personnel are applied to comprehensive, accurate, detailed when collecting customer data and upgrade in time.

A kind of CRM system towards standard information service trade the most according to claim 1, It is characterized in that: the described customer information maintenance unit in client information management module includes believing client Increasing newly, revise and deleting of breath and associated person information etc., is every profession and trade unit mostly for service object, There are the different contact person of different departments in many of which big business and customer type multiformity and polytropy, Design a set of OO flexibly with extendible client's basic information management design, except visitor Beyond the essential information of family, other information of client broadly fall into extension information, it is provided that unified customer information increases Interface, it is possible to express and the information of the dissimilar client of sweetly disposition is added, it is ensured that typing customer information Integrity and correctness；

Customer information query unit provides basic customer information inquiry and statistical function；

Query function can provide quick user search side for customer reception system and other subsystems Formula, deletes, for customer information amendment and customer information, the stationkeeping ability that offers precise data simultaneously；

May require the inquiry of client unit title is had and a kind of not only input simple but also powerful inquiry Mode, in order to reach such effect, one is can to search portion schedules one at Customer Reception subsystem The most powerful fuzzy query mechanism completes, it is also possible to by native system, client unit title is carried out one A little pretreatment have been processed, if it is desired, it is possible to become by this Attribute transposition of client unit title: The sub-attributes such as region, industry, type manage.

A kind of CRM system towards standard information service trade the most according to claim 1, It is characterized in that: the described client trading administrative unit in client's accounting management module includes managing customer Transaction record, continue to pay dues record, and updates client account balance；

(1) client trading record management: provide interface for each customer service support system, preserves client trading Record, renewal client account balance；

(2) client continues to pay dues record management: provide the function that input client (member) continues to pay dues situation, simultaneously Update client account balance；

Clients' accounts administrative unit includes being managed the effectiveness of customer account；

(1) client enters good at managing: include the function of managing customer membership correlation circumstance；

(2) client's extended meeting management: include the function of managing customer extended meeting situation；

(3) client withdraws the membership management: include that managing customer is withdrawn the membership the function of situation；

(4) customer account merges: provide function account A being incorporated into account B, account A and account B It is necessary for the account of same type；

Follow-up service administrative unit includes generating, processing service recommendations record, for the service recommendations adopted Take to take action accordingly (send out E-Mail, print envelope, telephone contact etc.), save as service log, clothes Business suggestion record is usually automatically generated by system, it is provided that revise part attribute, decision to management personnel The function whether adopted；

(1) client trading inquiry: include self-defined initialization system the most within a specified time inquire about need reconciliation, Arrived the reconciliation time and within this cycle account balance have a client of variation, or inquiry meets time bar Account balance in part has the client of variation, and informs with the form of " statement " (letter, E-Mail) Client, preserves current service log；

(2) client account balance inquiry: include that client account balance deficiency is reminded, to customer service response be System submits the request sending prompt (by letter, E-Mail etc.)；Or service personal's manual queries Qualified client account balance；

(3) customer service Expiration Date inquiry: include setting the viability of customer account, warning time limit；Root Basic condition (title, address, phone, contact person etc.) and the interpolation of account situation according to client continue to pay dues and carry Wake up, the notice that continues to pay dues service recommendations；With " continue to pay dues prompting single " or " continue to pay dues advice note " (letter, E-Mail, Phone) form inform client, preserve current service log；

(4) service recommendations record management: include inquiring about the service recommendations record in qualified one period, To the service recommendations adopted, method of service, amendment trade connection data can be selected, service, this Secondary service will be saved in service log table；

(5) service log management: include the service log in qualified one period, by service day Phase (inverted order), the inquiry of COS (sequentially)；

Some information described in table can be safeguarded by essential information maintenance unit；Provide only interpolation, Amendment function, and deletion function is not provided；

(1) means of payment maintenance of information: include the function adding, revising means of payment information；

(2) Account Type maintenance of information: include the function adding, revising Account Type information；

(3) member's type information is safeguarded: include the function adding, revising member's type information.

A kind of CRM system towards standard information service trade the most according to claim 1, It is characterized in that: the customer service request unit that accepts in described customer service respond module is that system permits Permitted directly in certain service response queue, managed special task by manual intervention process, i.e. arrange business, Cancel business；

After feedback information unit of accepting business is the process that customer service support system completes task, will return One information is to native system, and no matter task smoothly completes or cannot complete, at service process subsystem After end, all can receive this information, it is possible to this service process subsystem is arranged next task, or It is to notify that it does not temporarily have task.

A kind of CRM system towards standard information service trade the most according to claim 1, It is characterized in that: the described standard literature service unit in customer service support module includes standard literary composition The links offering service is managed, including client visit data check service that visiting service relates to, Data Borrowing Service, document copying service, data print service, checkout service, Transaction Inquiries；Client Service role management that Delegation Server relates to, requirement validation, checkout management, system can record client automatically User behavior, and submit to borrow request borrow module to normative document data, print request is beaten to CD Impression block, reservation request to customer subscription manage module, and these data can transfer to customer analysis system to carry out Extraction is analyzed；

Follow-up service management includes situation of change (presently mainly calcellation, the quilt according to normative document data Substitute, to shop), produce corresponding service recommendations；Service recommendations is audited, for the service adopted Suggestion is taked to take action accordingly (send out E-Mail, print envelope, telephone contact etc.), provides tracking for client Service, the service recommendations overwhelming majority is automatically generated by system, timing automatic processing, transmission E-Mail, but For some special circumstances, it is also provided to management personnel and is manually generated the function of service recommendations, amendment service The function of proposal part attribute, the audit function adopted that decides whether, determine for the service recommendations adopted Take the function which kind of is taken action；

Distribution service unit is to utilize library resource to provide purchases for client, predetermined etc. service,

Books and reference materials and inquiring stock: provide service personal to inquire about the function of books；

Resource uses management: situation that this module record client buys books and the expense therefore occurred；

Client's service order management: its solicited message from client, service personal (caller client, letter, Fax, E-Mail request) " the books and reference materials order form " filled and presented；The books and reference materials ordered are the most Selling out or the books and reference materials of floating cargo, this module is exactly that the order form to client is managed；

Service recommendations manages: provides the library catalogue being positioned at sales volume list prostatitis, facilitates management personnel to carry out figure The adjustment of book discharge；

Website service unit includes standard collection column, membership service column, its Plays collection column Include standard collection introduction, standard book retrieval, newest standards are issued dynamically, standard Description of Revision, Standard, Shanghai City provincial standard revision information, mandatory national standards, local regulation mark will be implemented Accurate, guide service, membership service include member's privilege, become member, user's registration, log-on message, Member's elegance；

Customer complaint service unit is understood because of service personal during for offering customers service unavoidably, is connect Treat being busy with one's work of personnel, link up the reason such as insufficient and cause that client's is discontented, how to accomplish to eliminate early Misunderstand, resolve contradiction, meet demand, to retrieve client be very important problem；

(1) customer complaint receives: complain reception personnel to be responsible for understanding the situation of customers' responsiveness, and input system；

(2) customer complaint processes: according to relevant law, regulation, file or reference situation as before Treating method, complain reception personnel to propose processing scheme on the spot as far as possible, cannot process on the spot strictly according to the facts, Proposing processing scheme within the time of regulation, all of processing scheme, result are all by complaining reception people Member's input system, in order to be supplied to customer analysis systematic analysis, prediction from now on；

(3) result feedback: the processing scheme for customer complaint all should feed back to client in time, special Not being the complaint that cannot process on the spot, the mode of feedback can be to be the modes such as E-Mail, letter, phone.

A kind of CRM system towards standard information service trade the most according to claim 1, It is characterized in that: after described customer analysis system is converted by data extraction, data cleansing, data, The result obtained is loaded in data warehouse, is placed on different business datums according to different business-subjects In storehouse, the data subset that this certain department enterprise-oriented logically or physically divides out is referred to as Data Mart, he only houses the information that certain theme needs, make the utilization of data and analyze more effectively, Quick and flexible.