CN101364278A - Account Manager Active Marketing System - Google Patents

Abstract

The invention relates to an active marketing system for customer managers who provide service information for tracking customer needs. The customer manager active marketing system includes a data collection module; a data analysis module; a data application module; among them, the data collection module stores customer information data collected from the outside or entered by the staff; the data analysis module includes a data transfer server and active marketing Server; the data application module includes 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 information and accepts input information, and the data interaction terminal The entered information can be fed back to the active marketing server through the interactive network. The customer manager active marketing system of the invention can ensure that the group customers are provided with satisfactory marketing services.

Description

Account Manager Active Marketing System

technical field

The invention relates to an active marketing system for customer managers who provide timely and accurate service information for customer managers tracking customer needs in the information service industry.

Background technique

After years of development in the mobile communication industry, the market has become increasingly mature and the competition has become increasingly fierce. At the level of competition, it is necessary to change the previous method of digging breakthroughs based on the personal capabilities of account managers (business personnel who provide follow-up services to corporate customers), and focus on customer work management. Starting from competition based on products and prices to competition based on services, from individual capabilities to system support.

The mobile account manager's daily office information comes from multiple data information support systems, and manual processing is required before it can be used. The structural frame diagram of the existing customer manager marketing system is shown in attached drawing 1. Before visiting the group, the customer manager will export relevant data from the mobile business handling system (BOSS), local personalized analysis system and 120 complaint system, and generate an EXCEL file , Manually collect, collate, summarize, analyze and other work in EXCEL files, after processing, print out the data and visit the group. Using the above-mentioned work system, the account manager deeply feels that the characteristics of information isolation, information conflict, incomplete information, untimely information, inaccurate information, and scattered information bring great inconvenience to the work during the actual work process; the work of the account manager Lack of closed-loop management, usually through manual management of their own work, mutual collaboration and communication is sent to each other by email, the biggest disadvantage of this working method is: information is easy to lose or leak, and the management method is backward; the marketing work of the account manager is busy, Passive, lack of initiative, systematic.

Contents of the invention

The main purpose of the present invention is to provide an information management system for systematic management of account manager work, that is, a system for integrated management of account manager work planning, execution, monitoring, and evaluation, that is, account manager active marketing system.

In order to achieve the above-mentioned main purpose, the account manager active marketing system provided by the present invention includes

Data acquisition module;

data analysis module;

data application module;

in,

The data collection module stores customer information data collected from outside or entered by staff;

The data analysis module includes a data transfer server and an active marketing server; the data transfer server collects and stores the required customer information data from the data acquisition module; the active marketing server loads the customer information data from the data transfer server and the input information from the data application module And carry out integration and analysis to get full information about the customer status;

The data application module includes a data interaction terminal and an interaction network, and the active marketing server and the data interaction terminal carry out data interaction through the interaction network; the data interaction terminal displays the full information and accepts input information, and the input of the data interaction terminal Information can be fed back to the active marketing server through the interactive network.

The customer manager's active marketing system of the present invention adds a data transfer server and an active marketing server, so that the customer information data in the data acquisition module is imported into the active marketing server. The information entered into the interactive terminal is also imported into the active marketing server. The active marketing server integrates and analyzes the information to obtain full information about the customer status. Service recognition and other important indicators. Then, the active marketing system will display this comprehensive information on the interactive terminal, and account managers, task managers and back-office personnel can use this comprehensive information to better formulate work plans and finally provide services that satisfy customers.

In order to achieve better technical effects, the technical solutions of the present invention further include:

The interactive network is a wireless network, and the interactive terminal is a mobile phone.

The wireless network is a packet-switched data network, and the packet-interactive data network is connected to an active marketing server through a WAP server.

The data collection module includes a business handling system, a local personalized analysis system and a 120 complaint system;

The business handling system stores: group customer registration information, group customer information, key person registration information, contact person registration information, business preferential handling information, customer manager information and group product information;

The local personalized analysis system stores: group customer consumption information, bill information, package preview information, number binding information, VIP service information;

The 120 complaint system stores number complaint information.

The full information includes group binding, group changes, group complaints, group expansion and account manager performance.

Using the mobile phone as an interactive terminal to realize the information interaction through the wireless network, it is possible for the account manager to work on the customer's site. Systematic and complete process management fully supports the on-site work of account managers. It is very smooth to mobilize company resources to serve group customers, greatly improving the work efficiency of account managers. The account manager's active marketing system combines the massive information and data in the active marketing server to analyze group customer changes, complaints and other early warning information, which can be prompted through smart text messages on mobile terminals, and the account manager will then take the initiative to come to maintain maintenance according to the system's prompts. After receiving the information, the account manager's active marketing system can automatically prompt through SMS on the mobile phone terminal, and the account manager will come to the door to understand the situation according to the prompt and take the initiative to deal with the change. The company's preferential policies can also be prompted by automatic SMS through the account manager's active marketing system, so that the account manager can grasp it in time, so as to serve group customers better and faster. Realize active service to group customers.

Description of drawings

Fig. 1 is the structural frame diagram of prior art account manager marketing system;

Fig. 2 is a structural frame diagram of the customer manager active marketing system of the present invention.

The present invention will be further described below in conjunction with embodiment and accompanying drawing.

Detailed ways

See Figure 2, account manager active marketing system, including

Data acquisition module;

data analysis module;

data application module;

in,

The data acquisition module stores customer information data collected from the outside or entered by the staff; the data acquisition module mainly includes three systems for collecting and entering data, namely: business handling (BOSS) system, which stores group customer registration Profile information, group member information, key person registration information, contact person registration information, business discount handling information, customer manager information, group product information, etc.; local personalized analysis system, which stores consumption information and billing information of group members , Package preview information, number binding information, VIP service information, group call aggregation analysis information, group addition, group products, information revenue, group loss, number addition, number loss and other information; 120 complaint system, which is used to Get number complaint information.

The data analysis module includes a data transfer server and an active marketing server; the data transfer server collects and stores the required customer information data from the data acquisition module; the active marketing server loads the customer information data from the data transfer server and the input information from the data application module And carry out integration and analysis to obtain full information on customer status; for example, analyze the mobile phone bundle business situation of the service group corresponding to a certain account manager in combination with group registration information, number binding information, account manager information and group member information; Combining group registration information, group member information, number loss, number consumption information and account manager information to analyze the changes in the service group corresponding to an account manager; combining group registration information, number complaint information, group member information and key personnel of the group The information analyzes the group's complaints; combines the group's registration information, group number information, group call aggregation analysis information, address book information collected by this system, and intelligence information entered by account managers, leaders or background personnel to analyze the group's expansion situation; Combining group registration information, group addition, number addition, group product information, informatization income, account manager information, and account manager monthly task information entered from the interactive terminal to realize the performance management of an account manager; combined with group registration information Information, account manager information, and resource use registration information entered from the interactive terminal realize resource application management; combined with group registration information, account manager information, and intelligence collection, circulation, and processing information entered from the interactive terminal, information management is realized.

The data application module includes a data interaction terminal and an interaction network, and the active marketing server and the data interaction terminal carry out data interaction through the interaction network; the data interaction terminal displays the full information and accepts input information, and the input of the data interaction terminal Information can be fed back to the active marketing server through the interactive network. Specifically, as shown in Figure 2, the data interaction terminals are computer terminals and mobile phone terminals. Of course, only one of the interactive terminals can be used, such as computer terminals or mobile phone terminals; It is more convenient for account managers, leaders or background personnel to choose one of the two as the terminal for displaying or entering information. Use JAVA development tools to realize computer terminal data display and accept input information from account managers, leaders or background personnel; the connection between users and active marketing servers is realized by deploying middleware Tomcat 5.0 on computer terminals and establishing a connection pool. The data display of the mobile terminal is realized by adopting WAP2.0 protocol and WML technology development. The computer terminal realizes the data interaction with the active marketing server through the local area network. The mobile terminal realizes its data interaction with the active marketing server through PSDN (Public Switched Telephone Network).

The data transfer server exports group registration information, group member information, key person registration information, contact person registration information, business discount handling information, account manager information, group product information and other information from the BOSS system in text form; The consumption information of group members, billing information, package preview information, number binding information, VIP service information, group call aggregation analysis information, group new additions, group products, information revenue, group Loss, number addition, number loss and other information; export number complaint information in text form from the 120 complaint system responsible for complaint handling.

The interface data of the BOSS system, the local personalized analysis system and the 120 complaint system are uploaded to the data transfer server through FTP, and the scheduler is written and loaded into the active marketing server using the shell language that comes with Unix 10.0 combined with the C language. Data loading is realized through the stored procedure function of the active marketing server itself. After the active marketing server completes the data loading, it analyzes the data in combination with other data of the account manager's active marketing system to obtain full information about the customer's status. Specifically, combining the group registration information, account manager information, group member information, number binding information, and key person registration information to analyze the group’s binding situation: group units, account managers, binding rate of this month, binding of last month, this month Bundle the amount due and the amount due within 3 months, and provide summary and detailed data; combine group registration information, account manager information, group member information, number complaint information, key person registration information, and contact information to analyze the group's complaint situation; Unit, customer manager, number of complaints, number of VIP complaints, select a specific summary group, you can view detailed complaint number and content and other information; and which specific information to check can be set according to needs, that is to say, can be based on known The combination of different features of the system to obtain the desired information. After the active marketing server performs data integration and analysis, the data is combined with the manual input information of the interactive terminal in this system to realize workflow management. Specifically, information management is realized by combining group registration information, account manager information, intelligence registration and circulation processing functions of this system; combining group registration information, account managers, resource application registration, work order circulation, and authority control functions to realize "agreement purchase" Mobile phone", "upgrade purchase machine", "card resource application", "gift application", "advertising resource" and other special resource applications provided by mobile companies for customers are approved by authorized personnel and monitored in the background.

The present invention also has an important function, which is to combine the analysis data to realize the integration of monitoring and assessment of customer manager tasks. The specific implementation is that the company, branch company, team leader, account manager, and team leader's tasks are distributed and decomposed layer by layer, and finally the account manager implements the specific group according to the group customer analysis information. In the middle of the month, the completion of the task is automatically calculated in real time through the background data. The customer manager formulates a door-to-door visit plan according to the specific task, and returns the result of the registered visit. These visit results (transaction processing progress) can be fed back to the active marketing server through the interactive terminal as the basis for the next information integration and analysis.

The realization of the display function of the interactive terminal is mainly to use the JAVA development tool to realize the development of the interface function. The connection between the user interface and the active marketing server is realized by deploying the middleware Tomcat 5.0 on the computer terminal and establishing a connection pool. For WAP mobile terminal, the page adopts WAP2.0 protocol and WML technology to develop another set of mobile terminal program. Apply for an IP address that can be accessed by the external network. Use an ordinary PC as a WAP application server; by adding the MIME types required for WAP services in Internet Information Server (IIS, Internet Information Server), the support for WAP is realized, and at the same time, the WAP server and the Internet are set Firewall for added security. Through the WAP2.0 protocol, the contents of the mobile phone WAP system can be released and the client can interact.

The following briefly summarizes the workflow and effects of the account manager's active marketing system of the present invention:

The data transfer server in the customer manager's active marketing system of the present invention collects information from the BOSS system, the local personalized analysis system and the 120 complaint system, and the active marketing server loads the information of the data transfer server and the input information manually entered from the interactive terminal. The active marketing server integrates and analyzes its internal information to obtain more intuitive and effective customer full information, which is then displayed to the account manager or leaders at all levels through the interactive terminal, so that the account manager can provide more targeted services Group customers are also convenient for leaders at all levels to manage macroscopically, serve group customers, and manage and assess account managers.

Certainly, the above-mentioned embodiments only enumerate the contents of information integration and analysis performed by the active marketing server, and a variety of required comprehensive information can be integrated for different sources of information.

Claims (9)

1. Active marketing system for account managers, including Data acquisition module; data analysis module; data application module; It is characterized by: The data collection module stores customer information data collected from outside or entered by staff; The data analysis module includes a data transfer server and an active marketing server; the data transfer server collects and stores the required customer information data from the data acquisition module; the active marketing server loads the customer information data from the data transfer server and the input information from the data application module And carry out integration and analysis to get full information about the customer status; The data application module includes a data interaction terminal and an interaction network, and the active marketing server and the data interaction terminal carry out data interaction through the interaction network; the data interaction terminal displays the full information and accepts input information, and the input of the data interaction terminal Information can be fed back to the active marketing server through the interactive network. 2. The account manager active marketing system according to claim 1, It is characterized by: 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; The active marketing server and the mobile phone perform data interaction through a wireless network. 3. The account manager active marketing system according to claim 1, It is characterized by: The interactive network is a local area network, and the interactive terminal is a computer. 4. The account manager active marketing system according to claim 1, It is characterized by: The interactive network is a wireless network, and the interactive terminal is a mobile phone. 5. The account manager active marketing system according to claim 2 or 4, It is characterized by: The wireless network is a packet-switched data network, and the packet-interactive data network is connected to an active marketing server through a WAP server. 6. The account manager active marketing system according to any one of claims 1-4, It is characterized by: The data collection module includes a business handling system, a local personalized analysis system and a 120 complaint system; The business handling system stores: group customer registration information, group customer information, key person registration information, contact person registration information, business preferential handling information, customer manager information and group product information; The local personalized analysis system stores: consumption information, billing information, package preview information, number binding information, and VIP service information of group customers; The 120 complaint system stores number complaint information. 7. The account manager active marketing system according to any one of claims 1-4, It is characterized by: The full information includes group binding, group changes, group complaints, group expansion and account manager performance. 8. The account manager active marketing system according to any one of claims 1-4, It is characterized by: The information data in the business processing system, local personalized analysis system and 120 complaint system in the data collection module are uploaded to the data transfer server through FTP. 9. The account manager active marketing system according to any one of claims 1-4, It is characterized by: The input information is input by a client manager, task manager or background personnel.

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