CN101364278A - Active marketing system of customer manager - Google Patents
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- CN101364278A CN101364278A CNA2007100316714A CN200710031671A CN101364278A CN 101364278 A CN101364278 A CN 101364278A CN A2007100316714 A CNA2007100316714 A CN A2007100316714A CN 200710031671 A CN200710031671 A CN 200710031671A CN 101364278 A CN101364278 A CN 101364278A
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Abstract
The invention relates to a customer manager initiative marketing system for providing service information to a customer manager that tracks customer requirement, which comprises a data acquisition module, a data analyzing module and a data application module, wherein, customer information data which is acquired from outside or is input by working personnel is stored in the data acquisition module; the data analyzing module comprises a data transfer server and an initiative marketing server; the data application module comprises a data interactive-terminal and an interactive network; the initiative marketing server and the data interactive-terminal exchange data through the interactive network; the data interactive-terminal displays all information and receives the input information; the input information on the data interactive-terminal can be fed back to the initiative marketing server through the interactive network. The customer manager initiative marketing system can ensure that a satisfying marketing service is provided to group customers.
Description
Technical Field
The invention relates to a customer manager active marketing system for providing timely and accurate service information for a customer manager tracking customer requirements in the information service industry.
Background
The mobile communication industry develops for years, the market becomes mature, the competition is intensified, the traditional excavation mode which is broken through by the personal ability of a customer manager (a business person who performs tracking service on enterprise customers) needs to be changed on the competitive level, the competition which is mainly based on products and prices is changed to the competition which is mainly based on the service from the work management of the customers, and the personal ability is changed to the system support.
The mobile customer manager has a plurality of data information support systems from which office information is routinely sourced and which requires manual processing to be available. The structural frame diagram of the existing customer manager marketing system is shown in fig. 1, before a customer manager visits an upper group, relevant data is exported from a mobile business handling system (BOSS), a local personalized analysis system and a 120 complaint system, an EXCEL file is generated, collection, sorting, summarization, analysis and other work are manually carried out on the EXCEL file, and after the work is finished, data is printed out and the upper group visits the customer manager. By adopting the working system, a customer manager deeply feels that the characteristics of isolated information, information conflict, incomplete information, untimely information, inaccurate information, stray information and the like bring great inconvenience to the work in the actual working process; the customer manager work lacks closed-loop management, the respective work is generally managed in a manual mode, and the mutual cooperation communication is mutually transmitted through mails, and the greatest defects of the work mode are that: information is easy to lose or divulge a secret, and the management mode is backward; the marketing work of the customer manager is busy and passive, and is lack of initiative and systematicness.
Disclosure of Invention
The invention mainly aims to provide an information management system for systematically managing the work of a customer manager, namely a system for integrally managing planning, execution, monitoring and evaluation in the work of the customer manager, namely an active marketing system of the customer manager.
To achieve the above-mentioned objective, the present invention provides a customer manager initiative marketing system, which comprises
A data acquisition module;
a data analysis module;
a data application module;
wherein,
customer information data acquired from the outside or input by workers are stored in the data acquisition module;
the data analysis module comprises a data transfer server and an active marketing server; the data transfer server collects and stores the required client information data from the data collection module; the active marketing server loads customer information data from the data transfer server and input information from the data application module, integrates and analyzes the customer information data and the input information to obtain full-knowledge information about the customer condition;
the data application module comprises a data interaction terminal and an interaction network, and the active marketing server and the data interaction terminal perform data interaction through the interaction network; the data interaction terminal displays the full-knowledge information and receives the input information, and the input information of the data interaction terminal can be fed back to the active marketing server through the interaction network.
The active marketing system of the client manager is additionally provided with the data transfer server and the active marketing server, so that client information data in the data acquisition module is led into the active marketing server, in addition, information input into an interactive terminal by the client manager, task management personnel (leader), background personnel and the like is also led into the active marketing server through an interactive network, the active marketing server integrates and analyzes the information to obtain full-knowledge information about the client condition, and the information is favorable for enterprises to better know the distribution of clients, the approval of the clients to the service of the enterprises and other important indexes. Then, the active marketing system can display the full-knowledge information on the interactive terminal, and a customer manager, a task manager and background personnel can make a work plan better through the full-knowledge information, so that the service satisfying the customer is provided finally.
In order to achieve better technical effects, the technical proposal of the invention further comprises:
the interactive network is a wireless network, and the interactive terminal is a mobile phone.
The wireless network is a packet switching data network, and the packet interactive data network is connected with the active marketing server through a WAP server.
The data acquisition module comprises a business handling system, a local personalized analysis system and a 120 complaint system;
the business handling system is internally stored with: group client registration data information, group client information, key registration information, contact registration information, service preference transaction information, client manager information and group product information;
the local personalized analysis system is internally stored with: consumption information, bill information, package preview information, number binding information and VIP service information of the group clients;
number complaint information is stored in the 120 complaint system.
The full-knowledge information comprises a group binding condition, a group transaction condition, a group complaint condition, a group expansion condition and a customer manager performance condition.
The mobile phone is used as an interactive terminal, information interaction is realized through a wireless network, and the on-site office work of a customer manager at the customer site can be realized. The system has perfect process management and fully supports the field work of a customer manager. The system and the method have the advantages that company resources are smoothly transferred to serve group customers, and the working efficiency of customer managers is greatly improved. The active marketing system of the customer manager combines mass information and data in the active marketing server, analyzes early warning information such as group customer transaction, complaints and the like, and can be prompted by an intelligent short message of a mobile phone terminal, and the customer manager actively goes to the home to maintain the system according to the prompt of the system. The customer manager initiative marketing system can automatically prompt through a mobile phone terminal short message after receiving the information, and then actively processes the transaction according to the prompt for getting to know the situation. The preferential policy of the company can also be automatically prompted by a short message through the active marketing system of the customer manager, so that the customer manager can master the preferential policy in time, and the group customers can be better and faster served. And truly realizing active service for group customers.
Drawings
FIG. 1 is a block diagram of a prior art architecture of a customer manager marketing system;
FIG. 2 is a structural framework diagram of the customer manager initiative marketing system of the present invention.
The invention is further illustrated by the following examples and figures.
Detailed Description
Referring to FIG. 2, a customer manager initiative marketing system includes
A data acquisition module;
a data analysis module;
a data application module;
wherein,
customer information data acquired from the outside or input by workers are stored in the data acquisition module; the data acquisition module mainly comprises three systems for acquiring and inputting data, which are respectively: a business transaction (BOSS) system in which group client registration data information, group member information, key registration information, contact registration information, business preference transaction information, client manager information, group product information, etc. are stored; the local personalized analysis system is internally stored with consumption information, bill information, package preview information, number binding information, VIP service information, group call aggregation analysis information, group addition, group products, informatization income, group loss, number increase, number loss and other information of group members; 120 complaint system for obtaining number complaint information.
The data analysis module comprises a data transfer server and an active marketing server; the data transfer server collects and stores the required client information data from the data collection module; the active marketing server loads customer information data from the data transfer server and input information from the data application module, integrates and analyzes the customer information data and the input information to obtain full-knowledge information about the customer condition; for example, the binding service condition of the mobile phone of a service group corresponding to a certain customer manager is analyzed by combining group registration data information, number binding information, customer manager information and group member information; analyzing the transaction condition of a service group corresponding to a certain customer manager by combining group registration data information, group member information, number loss, number consumption information and customer manager information; analyzing the group complaint condition by combining the group registration data information, the number complaint information, the group member information and the group key information; analyzing the group expansion condition by combining group registration data information, group number information, group call aggregation analysis information, address book information collected by the system and information input by a client manager, a leader or background personnel; the group registration data information, the group addition, the number addition, the group product information, the informationized income, the customer manager information and the customer manager monthly task issuing information input from the interactive terminal are combined to realize the performance management of a certain customer manager; realizing resource application management by combining group registration data information, customer manager information and resource use registration information input from an interactive terminal; the information management is realized by combining the group registration information, the customer manager information and the information collection and circulation processing information input from the interactive terminal.
The data application module comprises a data interaction terminal and an interaction network, and the active marketing server and the data interaction terminal perform data interaction through the interaction network; the data interaction terminal displays the full-knowledge information and receives the input information, and the input information of the data interaction terminal can be fed back to the active marketing server through the interaction network. Specifically, as shown in fig. 2, the data interaction terminal is a computer terminal and a mobile phone terminal, but of course, only one of the interaction terminals, such as a computer terminal or a mobile phone terminal, may be used; the computer and the mobile phone can be used simultaneously, so that a client manager, a leader or a background person can select one of the two terminals as a terminal for displaying or inputting information conveniently. Using a JAVA development tool to realize data display of a computer terminal and receive input information from a client manager, a leader or background personnel; the connection between the user and the active marketing server is realized by deploying middleware Tomcat 5.0 at a computer terminal and establishing a connection pool. The data display of the mobile phone terminal is realized by adopting WAP2.0 protocol and WML technology development. And the computer terminal realizes data interaction with the active marketing server through a local area network. The data interaction between the mobile phone terminal and the active marketing server is realized through a Packet Switched Data Network (PSDN).
The data transfer server derives information such as group registration data information, group member information, key registration information, contact registration information, service preference transaction information, client manager information, group product information and the like from the BOSS system in a text mode; deriving consumption information, billing information, package preview information, number binding information, VIP service information, group call aggregation degree analysis information, group addition, group product, informatization income, group loss, number increase, number loss and other information of group members in a text mode from a local personalized analysis system in charge; number complaint information is derived textually from the 120 complaint system responsible for complaint handling.
Interface data of the BOSS system, the local personalized analysis system and the 120 complaint system are uploaded to a data transfer server through FTP, and a scheduling program is compiled and loaded into the active marketing server by using the unix 10.0 own shell language in combination with the C language. And the loading of data is realized through the storage process function of the active marketing server. And after the active marketing server finishes data loading, performing data analysis by combining other data of the active marketing system of the customer manager to obtain full-knowledge information about the customer condition. The binding condition of the group is analyzed by combining group registration information, customer manager information, group member information, number binding information and key registration information: group units, customer managers, the binding rate of the month, the binding of the previous month, the bound number of the month and the bound number of the month within 3 months, and summary and detailed data are provided; analyzing the complaint condition of the group by combining the group registration information, the customer manager information, the group member information, the number complaint information, the key registration information and the contact information; the group unit, the customer manager, the number of complaints and the number of VIP complaints, a specific summary group is selected, and information such as detailed complaint numbers and contents can be checked; specifically, the specific information to be checked can be set as required, that is, the required information can be obtained according to known combinations of different characteristics. After the initiative marketing server carries out data integration and analysis, the data is combined with the manual input information of the interactive terminal in the system, and the workflow management is realized. The system is characterized in that information management is realized by combining group registration data information, customer manager information, information registration of the system and circulation processing functions; by combining group registration data information, a client manager, resource application registration, work order circulation and authority control functions, the system realizes examination and approval and background monitoring of special resource application qualified persons provided by clients by mobile companies such as 'protocol purchasing machine', 'gear-lifting purchasing machine', 'card resource application', 'gift application', 'advertisement resource' and the like.
The invention also has the important function of realizing the integration of on-ground monitoring and checking of tasks of a client manager by combining the analysis data. The specific implementation is that the tasks of the company, the branch company, the group leader, the client manager and the group leader are distributed and decomposed layer by layer, and finally the client manager realizes the specific group according to the group client analysis information. And the completion condition of the task is automatically calculated in real time through background data in the month. And the customer manager formulates a visiting plan according to the specific task and returns a registered visiting result. The visiting results (the progress condition of the transaction processing) can be fed back to the active marketing server through the interactive terminal to be used as the basis of the next information integration and analysis.
The display function of the interactive terminal is realized by mainly using a JAVA development tool to realize the development of interface functions. The connection between the user interface and the active marketing server is realized by deploying middleware Tomcat 5.0 at the computer terminal and establishing a connection pool. For the WAP mobile phone terminal, the page adopts WAP2.0 protocol and WML technology to develop another set of mobile phone terminal program. An IP address is applied that can be accessed by an external network. Using a common PC as a WAP application server; by adding MIME type required for providing WAP service in Internet Information Service (IIS), WAP is supported, and firewall is set between WAP Server and Internet to increase security. The content of the mobile phone WAP system is released and the client-side interaction is realized through a WAP2.0 protocol.
The following briefly summarizes the working process and effects of the active marketing system of the customer manager of the present invention:
the data transfer server in the client manager active marketing system collects information from a BOSS system and a local personalized analysis system and a complaint system 120, and the active marketing server loads information of the data transfer server and input information manually input from an interactive terminal. The initiative marketing server integrates and analyzes the information in the initiative marketing server to obtain more visual and effective client full-knowledge information, and the full-knowledge information is displayed to a client manager or leaders of all layers through an interactive terminal, so that the client manager can service group clients more pertinently, and the leaders of all layers can manage and check the group clients, the group clients and the client managers.
Of course, the above embodiments only exemplify the content of information integration and analysis performed by the active marketing server, and various required full-knowledge information can be integrated for different source information.
Claims (9)
1. The active marketing system of the customer manager comprises
A data acquisition module;
a data analysis module;
a data application module;
the method is characterized in that:
customer information data acquired from the outside or input by workers are stored in the data acquisition module;
the data analysis module comprises a data transfer server and an active marketing server; the data transfer server collects and stores the required client information data from the data collection module; the active marketing server loads customer information data from the data transfer server and input information from the data application module, integrates and analyzes the customer information data and the input information to obtain full-knowledge information about the customer condition;
the data application module comprises a data interaction terminal and an interaction network, and the active marketing server and the data interaction terminal perform data interaction through the interaction network; the data interaction terminal displays the full-knowledge information and receives the input information, and the input information of the data interaction terminal can be fed back to the active marketing server through the interaction network.
2. The customer manager proactive marketing system of claim 1,
the method is characterized in that:
the interactive network is a local area network and a wireless network, and the interactive terminal is a computer and a mobile phone;
the active marketing server and the computer perform data interaction through a local area network;
and the active marketing server and the mobile phone perform data interaction through a wireless network.
3. The customer manager proactive marketing system of claim 1,
the method is characterized in that:
the interactive network is a local area network, and the interactive terminal is a computer.
4. The customer manager proactive marketing system of claim 1,
the method is characterized in that:
the interactive network is a wireless network, and the interactive terminal is a mobile phone.
5. The customer manager active marketing system of claim 2 or 4,
the method is characterized in that:
the wireless network is a packet switching data network, and the packet interactive data network is connected with the active marketing server through a WAP server.
6. The customer manager active marketing system of any of claims 1-4,
the method is characterized in that:
the data acquisition module comprises a business handling system, a local personalized analysis system and a 120 complaint system;
the business handling system is internally stored with: group client registration data information, group client information, key registration information, contact registration information, service preference transaction information, client manager information and group product information;
the local personalized analysis system is internally stored with: consumption information, bill information, package preview information, number binding information and VIP service information of the group guest corpses;
number complaint information is stored in the 120 complaint system.
7. The customer manager active marketing system of any of claims 1-4,
the method is characterized in that:
the full-knowledge information comprises a group binding condition, a group transaction condition, a group complaint condition, a group expansion condition and a customer manager performance condition.
8. The customer manager active marketing system of any of claims 1-4,
the method is characterized in that:
and information data in a service handling system, a local personalized analysis system and a 120 complaint system in the data acquisition module are uploaded to a data transfer server through the FTP.
9. The customer manager active marketing system of any of claims 1-4,
the method is characterized in that:
the input information is input by a customer manager, a task manager or background personnel.
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| CNA2007100316714A CN101364278A (en) | 2007-11-21 | 2007-11-21 | Active marketing system of customer manager |
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| CNA2007100316714A CN101364278A (en) | 2007-11-21 | 2007-11-21 | Active marketing system of customer manager |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102542482A (en) * | 2010-12-08 | 2012-07-04 | 中国电信股份有限公司 | Communication business processing method, communication business processing system and management platform |
| CN108376320A (en) * | 2018-03-21 | 2018-08-07 | 湖南润安危物联科技发展有限公司 | Fulfilling data managing method and device |
-
2007
- 2007-11-21 CN CNA2007100316714A patent/CN101364278A/en active Pending
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102542482A (en) * | 2010-12-08 | 2012-07-04 | 中国电信股份有限公司 | Communication business processing method, communication business processing system and management platform |
| CN108376320A (en) * | 2018-03-21 | 2018-08-07 | 湖南润安危物联科技发展有限公司 | Fulfilling data managing method and device |
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Open date: 20090211 |