CN102385721A - Customer management system - Google Patents
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- CN102385721A CN102385721A CN2011103123033A CN201110312303A CN102385721A CN 102385721 A CN102385721 A CN 102385721A CN 2011103123033 A CN2011103123033 A CN 2011103123033A CN 201110312303 A CN201110312303 A CN 201110312303A CN 102385721 A CN102385721 A CN 102385721A
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Abstract
The invention provides a customer management system, comprising a CRM (customer relationship management) auxiliary marketing subsystem, a financial subsystem, a management system, a financial income point unit and a CRM marketing policy distributing, outputting and inquiring unit, wherein the CRM auxiliary marketing subsystem comprises a customer developing unit and a customer maintenance unit. Customers are maintained and promoted; the customers are graded by adopting a count threshold method; then selection parameters of the customers are modified or input; after high-quality customers are selected, behavioural analysis is carried out on the selected high-quality customers; and then excitation type and limit of the customers are set; and finally a marketing policy is set and stored according to excitation and analysis results, and the system is exited after customer management is completed. By the adoption of the customer management system, the technical problem that the traditional bonus point accumulating method has low efficiency, and the customers and an enterprise can obtain mutual benefits by combining profit point with point of consumption amount.
Description
[technical field]
The present invention relates to a kind of integration discounting system, be specifically related to a kind of client management system.
[background technology]
The grade separation to client that present most of automobile 4S take in the shop all is under scores accumulated reach different price, according to other difference of level of grade, gives the different discount of client, and rank is high more, and discount will be low more, and client makes a profit just higher.Just directly come calculation mode with the amount of consumption, the Qian Yue that does shopping is many, and integration is just many more, and this in fact service is no doubt good concerning the consumer; Because bought manyly more, integration is many more, concerning the consumer; Repayment to oneself is just many more, to satisfy consumer's greedy sharp psychology, concerning numerous consumers; If oneself consumption is many more, must want to obtain bigger preferential, good on one's body to satisfy the demand of oneself the dealer.But this marketing mode that calculates with the amount of consumption is to enterprise; In the regular hour, can increase the sales volume; But it seems from long-term interest, all can bring certain influence, because of the amount of consumption of client in the 4S shop is very high to the cost and the profit of enterprise; Do not require the long-pending point of finance the words client who improves to be upgraded to highest level soon, will add the pressure of major company like this.But because client's the amount of consumption is very big, instability is relatively more difficult when the long-pending point of setting finance requires again.Secondly, the most important thing is that the long-pending point mode of this finance not only can not make corporate profit be improved, and also can descend significantly.If company can't manage down, just can't obtain consumer's trust, just let alone can let customer satisfaction.The total mark of consumption method that is adopted at present can't be managed the profit sum of every article that the consumer is bought in each consumption, can not total mark of consumption and profit integration be combined; Thereby make the value between enterprise and the client receive certain restriction.
[content of the present invention]
In order to solve the existing inefficient technical matters of total mark of consumption method, the present invention provides a kind of client management system.
To achieve these goals, client management system proposed by the invention comprises long-pending unit and output of CRM marketing strategy dispensing and the query unit of revealing of the auxiliary marketing of CRM subsystem, financial subsystem, management system, finance income that is connected through electrical communication line with this system.The auxiliary marketing of said CRM subsystem comprises client development unit and customer care unit.
Said financial subsystem comprises financial revenue and expenditure and clearing unit, financial position feedback unit, gain and loss analysis and prewarning unit, and the financial statement unit.Said management system comprises service management unit, and initial data is provided with the unit, encrypts count transmission unit and system upgrade unit.Said finance income is long-pending reveals the unit and comprises finance scaling unit, a development stage long-pending some strategy adjustment parameter unit and maintenance phase long-pending some strategy adjustment parameter unit of counting.Telling the output of CRM marketing strategy dispensing comprises with query unit: marketing strategy output and query unit, the output of long-pending point and query unit and client CRM resource query unit.Said client development unit comprises: pre-sales client's stage unit, pre-sales customer analysis unit, pre-sales client's exciting unit, selection pre-sales client unit and input of pre-sales customer data and query unit.
Said customer care unit comprises: after sale client's stage unit, after sale the customer analysis unit, after sale client's exciting unit, select after sale client unit and customer data input and query unit after sale.
Beneficial effect of the present invention is:
1. the profit integration is that enterprise creates maximum interests, is more repaid, and the profit integration has higher satisfaction to the client, though they are contradictory mutually, is the benefit of doulbe-sides' victory to enterprise and client.
2. the invention provides automatic integration inquiry, newly-increased, deletion, update functions, integration upgrades synchronously and uses next time immediately, the client can be embodied immediately, for enterprise has created more value to the contribution of enterprise.
3. the consumption of user vehicle accumulation is converted into the long-pending point of finance, with this as customer account management, marketing strategy and financial risk early warning decision according to decision management system.System is through the in-depth analysis to automobile 4S shop enterprise operation characteristic and automobile consumer's consumer behavior; Worked out out automobile consumer's commercial act (comprising consumer behavior and non-consumption behavior) quantitative criteria; And construction financial long-pending point carry out the quantitative model of equivalent currency conversion; With this form client's realm maintenance and management, marketing strategy structure is drawn and three functional modules of financial position early warning; Build up the complete crm system that is used for the management of automobile 4S customer family, made the combination of profit integration and amount of consumption integration, made client and enterprise obtain the effect of doulbe-sides' victory.
4. except the basic function of client's integration managing with general commercial enterprise, its unique function is to have produced the realm management function that is directed to mutatis mutandis family of automobile and user vehicle thus, and derives corresponding marketing countermeasure and financial position warning function.This system has stronger specific aim and applicability for sale of automobile and after sale service enterprise; For the automobile consumer who is different from the low value consumer goods; This system can make enterprise more effectively realize the maintenance and management to the client, improves customer satisfaction, and cultivates loyalty customer; Form customer group steady in a long-term, keep the market competitiveness of enterprise.
[description of drawings]
Fig. 1 is a theory diagram of the present invention;
Fig. 2 is a process flow diagram of the present invention.
[embodiment]
See also shown in Figure 1ly, client management system provided by the present invention comprises that the auxiliary marketing of the CRM subsystem 1, financial subsystem 2, management system 3, the finance income that connect through electrical communication line are long-pending and reveals unit 4 and output of CRM marketing strategy dispensing and query unit 5; The auxiliary marketing of CRM subsystem 1 carries out classification, analysis according to the long-pending point of finance to the client; The long-pending point of the client's finance that reach some is carried out dispensing and cashes; In marketing process, make marketing decision-making, attract and the excitation client, realize rational customer relation management through this crm system auxiliary enterprises; Finance subsystem 2 is the financial system of enterprise; Each financial flowing water revenue and expenditure of client all will be converted into the increase and decrease of the long-pending point of finance, and when the long-pending point of finance reached certain threshold value, Corporate Finance had pressure; Company will carry out financial early warning, and the finance of force start part are amassed the some distribution and cashed; Management system 3 is used for client's Class Type is set, and carries out the setting of maintenance strategy according to different other clients of level.Mainly comprise the management of enterprise product COS, levels of clients management, maintenance strategy management; Finance income is long-pending reveal unit 4 through with the interface of financial subsystem 2, the financial flowing water revenue and expenditure of each reality is converted into the increase and decrease of the long-pending point of client's finance; The various essential informations that output of CRM marketing strategy dispensing and query unit 5 are used to inquire about, comprising the financial situation of enterprise, the marketing strategy of having used, the preferential and maintenance strategy of grade of long-pending point of client's finance and historical integration, enjoyment.The auxiliary marketing of CRM subsystem 1 comprises client development unit 101 and customer care unit 102; Client development unit 101 comprises pre-sales client's stage unit 111, pre-sales customer analysis unit 121, pre-sales client's exciting unit 131, selects pre-sales client unit 141 and input of pre-sales customer data and query unit 151.Customer care unit 102 comprise after sale client's stage unit 112, after sale customer analysis unit 122, after sale client's exciting unit 132, select client unit 142 and customer data input and query unit 152 after sale after sale.Finance subsystem 2 comprises financial revenue and expenditure and clearing unit 201, financial position feedback unit 202, gain and loss analysis and prewarning unit 203, and financial statement unit 204.Management system 3 comprises service management unit 301, and initial data is provided with unit 302, encrypts count transmission unit 303 and system upgrade unit 304.Finance income is long-pending reveals unit 4 and comprises finance scaling unit 401, the development stage long-pending some strategy adjustment parameter unit 402 an and maintenance phase long-pending some strategy adjustment parameter unit 403 of counting.The output of CRM marketing strategy dispensing comprises marketing strategy output and query unit 501, long-pending some output and query unit 502 and client CRM resource query unit 503 with query unit 5.
See also shown in Figure 2: the present invention can realize the management to the client through following method.
In step 1, the client is safeguarded; In step 2, the client is safeguarded and promote, wherein promotes specifically to be meant when the client carries out up-to-date one-time-consumption, to before client's historical integration and the long-pending some accumulative total of finance, cash or the grade of reminding the client at present to enjoy preferential.This consumption excitation is accumulated in following step through the long-pending point of historical integration and finance and carries out.In step 3, adopt several threshold methods of counting that the client is carried out classification; In step 4, revise or import client's selection parameter; In step 5, top-tier customer is selected; In step 6, the top-tier customer that chooses is carried out behavioural analysis; Excitation classification and amount to the client in step 7 are provided with; Client's excitation in step 8; In step 9, set and the preservation marketing strategy according to excitation and analysis result; Withdraw from this system after in step 10, accomplishing customer account management at last.
Wherein, client management method also comprises through the management process 11 of financial subsystem to the client; Management process 11 comprises following substep:
111: set up the financial system database;
112: finance are counted convert;
113: the needed finance of acquisition system are counted, and continue step 3-step 10 or step 8-step 10 then, realize the management to financial basic point.
This management process 11 also comprises following substep:
114: behind the completing steps K11, with the data storage in the database in data warehouse;
115: the financial profit and loss data in the data warehouse are excavated and are analyzed.
Wherein, further comprising the steps of based on the client management method of the long-pending point of finance: data and process of exchange to the client in step 12 are inquired about; In step 13, will inquire the input database as a result of customer data and process of exchange; Data with input database in step 14 are concealed in data from the warehouse; Customer data in step 15 pair data warehouse, the data of consumer behavior are excavated; Continue step 6-step 10 at last, realize management the client.
It is the mutual tie of client management system that finance in this system are counted, and comes to add up their the consumption amount of money as the consumer except using amount of consumption integration, has also used the profit integration.The accumulation of the profit sum of profit integration every article that to be the consumer bought in each consumption.The profit sum of the current integration of profit integration every article that promptly to be the consumer bought in this consumption; Historical integration then is the accumulation that the consumer always buys the profit sum of every article at every turn.In order to improve enterprise profit; Make enterprise can stablize good development; Thereby can be consumer's service better; Amount of consumption integration and profit integration are suitably combined, get current integration sum in current integration and Y (20%) part amount of consumption in X (80%) part profit integration as the current integration in the novel integration; By that analogy, get historical integration and the historical integration sum in Y part amount of consumption in X part profit integration as the historical integration in the novel integration.(explain: X, Y can arbitrarily change, 80% and 20% be we self fixed, but X＞50%, X+Y=1.) 80% be the contribution of consumer wherein to enterprise, the 20%th, in order to satisfy consumer's psychology, also safeguard big customer's interests.Though paying of consumer is many, his integration also increases thereupon, and the discount of when he comes again consumption, being beaten is just many.Calculating cumulative for ease, each integration can calculate according to following formula, specifically:
If represent the professional amount of consumption of i item with alphabetical Si, rate of profit is represented with alphabetical Gi; The current integration of the amount of consumption is used the Zu letter representation, and historical integration is just represented with zed a; The current integration of profit integration representes with zed t, and historical integration is with zed ' represent; Current integration in the novel integration representes with zed m, and historical integration representes with zed n, so:
The current integration of the amount of consumption then is: Zu S1 S2 S10;
The historical integration of amount of consumption integration then is:
Za□Zu1□Zu2□□□□□Zu；
The current integration of profit integration then is: Zt S1 G1 S2 G2 S10 G10;
The historical integration of profit integration then is: Z ' Zt1 Zt2 Zt:
The current integration of novel integration then is:
Zm□Zt□X□Zi□Y，X□Y□1；Zm□Zt□80％□Zi□20％；
The historical integration of novel integration then is:
Zn□80％□
□Zt2□□□□□Zt⌒□20％□
□Zu2□□□□□Zu⌒。
After being transformed into novel integration, can confirming as the consumer from the historical integration in the novel integration and beat how many foldings, thereby calculate the payables after the consumer returns profit, it equals current integration in the novel integration and takes advantage of in discount and add cost.
If represent with letter r t returning sharp back payables; Cost is represented with letter C; Then formula is C Si
Gi ⌒, Lt
Zt 20% Zu ⌒ Rt C.Can calculate the number of accumulation at last very easily.
This system adopts the C/S architecture design, needs server computer and client computers at least from this architecture of viewpoint of hardware.The former is responsible for providing data and file management, printing, the standardization services such as connecing day of communicating by letter, and the latter moves CLIENT PROGRAM and front end applications is sent out instrument, can also obtain the service of server simultaneously through network, uses the shared resource on the server.Server and client Piao are connected into an integral body of working in coordination through network, and task is shared by they common completion.From the viewpoint of software, exactly with an application resolve into dispersion, independently, reusable part, these parts can be operated mutually to satisfy user's demand through network.Server section comes the request of customer in response machine through service is provided.Native system has adopted database mode when using C/S.In the C/S system, application is divided into two parts, and database application operates in front end, is responsible for user interface and I/O and handles; Data base management system (DBMS) (DBMS) operates in server background.
The overall system logic is made up of consistency operation system, Database Systems, middle layer, developing instrument and client layer.Wherein consistency operation system mainly provides the Window s solution of system, towards the compact applications demand.Database Systems (Microsoft SQL Server2005) are used to design eight tables that relation is interconnected.
The middle layer is used to provide database access interface, in database, directly uses storing process and trigger.Native system mainly adopts Visual Basic6.0 correlation technique, and wherein developing instrument is main with VS6.0; The client layer refers to that the foreground is a front end with Window s series, is main with the program window mode mainly promptly.
In system function module, mainly comprise system configuration module, customer management module and long-pending some administration module; The system configuration module can be set client's Class Type, and carries out the setting of maintenance strategy according to different other clients of level.This module comprises the COS management, and it is used for the service item of enterprise is carried out Classification Management, and sets different integration weights, promptly consumes the coefficient that the amount of money is converted into integration; The levels of clients management is need make amendment to existing levels of clients with certificate; The maintenance strategy management is used for the service item to client's employing of different stage, and it must could use after levels of clients is set up.
Customer management module can be managed client's information, and maintenance information is carried out record; Comprise: client information management, be used to add customer data, and to customer information make amendment the deletion and query manipulation; Maintaining information management is set up client's maintenance record, and the maintenance mode that the client of different stage can select is also different, when selecting service item, can system provide operable service list according to client's grade automatically.
Long-pending some administration module is used for integration to the client and obtains with operating position and carry out record, is system core module.Mainly comprise customer's consumption record management, the management of integration allocation strategy, integration finance alarming and managing.
The marketing mode that the long-pending point of the utilization finance that this system adopts calculates; It is miscellaneous service with the 4S shop; Go out the average rate of profit of miscellaneous service through investigation statistics; From current consumption total charge, be converted to profit by a certain percentage with regard to the generation that is meant the long-pending point of finance and form, it becomes 1: 1 relation with profit.According to the height of the long-pending point of total finance, with upgrading member's rank, rank is high more, and conversion is just high more after sale.We also can pass through under the professional profit price that this client handles and convert in upgrading, convert out last selling price.To come the calculation mode final purpose with profit be in order to find the client and to safeguard big customer's interests, the most important thing is to keep here the big customer through this.Personally consider the ability of company, give the client maximum interests again simultaneously.Be based upon on the basis of company's profit gained, guarantee that there are enough funds in company, produce and to obtain the client and believe anti-local specialties, safeguard big customer ground interests, thereby reach the purpose of keeping the client veritably here.
In the foregoing description, only the present invention has been carried out exemplary description, but those skilled in the art can design various embodiments according to different actual needs under the situation of scope that does not break away from the present invention and protected and spirit.
Claims (1)
1. client management system is characterized in that: said client management system comprises that the auxiliary marketing of the CRM subsystem (1), financial subsystem (2), management system (3), the finance income that are connected through electrical communication line with this system are long-pending and reveals unit (4) and output of CRM marketing strategy dispensing and query unit (5); The auxiliary marketing of said CRM subsystem (1) turnkey is drawn together client development unit (101) and customer care unit (102); Said financial subsystem (2) comprises financial revenue and expenditure and clearing unit (201), financial position feedback unit (202), gain and loss analysis and prewarning unit (203) and financial statement unit (204); Said management system comprises that service management unit (3), initial data are provided with unit (301), encrypt count transmission unit (302) and system upgrade unit (303); Said finance income is long-pending reveals unit (4) and comprises finance scaling unit (401), the development stage long-pending some strategy adjustment parameter unit (a 402) and maintenance phase long-pending some strategy adjustment parameter unit (403) of counting; Said CRM marketing strategy dispensing output comprises marketing strategy output and query unit (501), long-pending some output and query unit (502) and client CRM resource query unit (503) with query unit (5); Said client development unit (201) comprises pre-sales client's stage unit (211), pre-sales customer analysis unit (221), pre-sales client's exciting unit (231), selects pre-sales client unit (241) and input of pre-sales customer data and query unit (251); Said customer care unit (202) comprising: after sale client's stage unit (212), after sale customer analysis unit (222), after sale client's exciting unit (232), select after sale client unit (242) and customer data input and query unit (252) after sale.
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102722834A (en) * | 2012-05-18 | 2012-10-10 | 苏州万图明电子软件有限公司 | Enterprise client information management system |
| CN103646304A (en) * | 2013-11-21 | 2014-03-19 | 桂林福冈新材料有限公司 | A automobile fitting data management system based on a Delphi |
| CN106355420A (en) * | 2016-08-30 | 2017-01-25 | 江苏车置宝信息科技股份有限公司 | Customer data quality identification and automatic order distribution system |
| CN106447409A (en) * | 2016-11-30 | 2017-02-22 | 安徽金曦网络科技股份有限公司 | Micro-enterprise marketing system |
| CN108256899A (en) * | 2017-12-28 | 2018-07-06 | 广州瀚丰信息科技有限公司 | A kind of efficient operation management and automation marketing system |
| CN109409908A (en) * | 2018-10-10 | 2019-03-01 | 北京长城华冠汽车技术开发有限公司 | Customer value classification method and device, computer-readable medium |
| CN110717263A (en) * | 2019-09-27 | 2020-01-21 | 中国人民解放军海军大连舰艇学院 | Combat model management system |
| CN112668922A (en) * | 2017-07-07 | 2021-04-16 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
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| CN101777165A (en) * | 2009-01-14 | 2010-07-14 | 中国建设银行股份有限公司 | Customer management system and method |
| CN102024202A (en) * | 2010-11-30 | 2011-04-20 | 青岛金诺计算机有限公司 | Individual customer management system for small and medium enterprises and management method of management system |
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| CN101777165A (en) * | 2009-01-14 | 2010-07-14 | 中国建设银行股份有限公司 | Customer management system and method |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102722834A (en) * | 2012-05-18 | 2012-10-10 | 苏州万图明电子软件有限公司 | Enterprise client information management system |
| CN103646304A (en) * | 2013-11-21 | 2014-03-19 | 桂林福冈新材料有限公司 | A automobile fitting data management system based on a Delphi |
| CN106355420A (en) * | 2016-08-30 | 2017-01-25 | 江苏车置宝信息科技股份有限公司 | Customer data quality identification and automatic order distribution system |
| CN106447409A (en) * | 2016-11-30 | 2017-02-22 | 安徽金曦网络科技股份有限公司 | Micro-enterprise marketing system |
| CN112668922A (en) * | 2017-07-07 | 2021-04-16 | 山东御银智慧金融设备有限公司 | Enterprise client marketing intelligent management system based on cloud computing |
| CN108256899A (en) * | 2017-12-28 | 2018-07-06 | 广州瀚丰信息科技有限公司 | A kind of efficient operation management and automation marketing system |
| CN109409908A (en) * | 2018-10-10 | 2019-03-01 | 北京长城华冠汽车技术开发有限公司 | Customer value classification method and device, computer-readable medium |
| CN110717263A (en) * | 2019-09-27 | 2020-01-21 | 中国人民解放军海军大连舰艇学院 | Combat model management system |
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Application publication date: 20120321 |