CN105488690A - Customer relationship management system and use method therefor - Google Patents
Customer relationship management system and use method therefor Download PDFInfo
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- CN105488690A CN105488690A CN201510827888.0A CN201510827888A CN105488690A CN 105488690 A CN105488690 A CN 105488690A CN 201510827888 A CN201510827888 A CN 201510827888A CN 105488690 A CN105488690 A CN 105488690A
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Abstract
The invention relates to the field of customer relationship management systems and discloses a customer relationship management system and a use method therefor. The system comprises a customer collection and management module that captures information of potential customers from the internet through a web crawler to perform arrangement and management. According to the system, a prospective customer group is captured, data mining is performed, low-cost advertisement transmission is carried out, interested customer information is re-arranged, and the customers are continuously tracked after placing orders, so that customer orders are ensured to be smoothly obtained; in the aspect of after-sales services, after-sales service requirements also can be proposed through the technology; and the technology performs handling in time by coordinating 4S stores or carriers, so that the satisfaction of the customers can be improved and the customers can be transformed into loyal customers.
Description
Technical field
The present invention relates to Customer Relationship Management Services field, particularly relate to a kind of Customer Relationship Management Services and using method thereof.
Background technology
Customer Relationship Management Services, be called for short CRM, essence is a kind of computer management software, and this kind of software can store the customer data of user, classification, conveniently retrieves customer data.The core of CRM (Customer Relationship Management Services) keeps existing customer here, improves the satisfaction of client, client is converted into loyal client.Due to the electronic data characteristic of computer software, bring many significant facilities to user, be widely applied rapidly.
Along with the continuous progress of society, people are in various communication, especially commercial affairs contacts, no longer be satisfied with letter and answer understanding the other side name, contact method etc., usually wish to understand such as unit situation, product supply and demand, many-sided profound information such as practical matter object inner customer relationship, and requirement can upgrade with change.Obviously, existing Customer Relationship Management Services can not meet the interchange user demand of current people.
Enterprise needs to advance, and the customer relationship of enterprise is also complicated gradually with other relationss of production thereupon.Deep with exchanging of client, just can not grasp and understand the loss that the situation of client and demand also can cause client in time.
Summary of the invention
The present invention is directed to customer information process in prior art too single, the shortcoming not deep with customer communication, provide a kind of can the complicated customer information of process, a kind of Customer Relationship Management Services of exchanging deeply and using method thereof can be carried out with client.
In order to solve the problems of the technologies described above, the present invention is solved by following technical proposals:
A kind of Customer Relationship Management Services, comprises customer acquisition administration module, and customer acquisition administration module to capture potential customers by web crawlers information from internet carries out arranging and managing, and carries out promoting service.Web crawlers is the program capturing internet information according to certain rule automatically, the web crawlers of this technology mainly accurately captures the information of client from each large house property net forum, corresponding data mining is done again according to the business rule in later stage, improve the accuracy of customer group, reduce the input cost of advertisement, also improve work efficiency simultaneously.
As preferably, also comprise:
Customer record management module, for carrying out the typing of data, the essential information of record client to the client of the contact that has a mind;
Client's reservation management module, for tentatively understanding the client after product, the information that the consultant in managing customer and 4S shop preengages;
Client's day clear administration module, for managing the order at 4S customer family, record and order are in progress relevant link.Coordinated by modules, find out accurate customer group, and carry out corresponding client information management, the demand of timely record purpose client, the corresponding service of the convenient adjustment of the demand according to client, improve service quality, after client tentatively understands product, reservation channel is provided in time to client, client is exchanged with product consultant timely, understand more information about product, the query of timely solution client and misgivings, strengthen the cooperation purpose of client, continue the order situation of following the tracks of client, solve the problem that client runs into timely and effectively, improve the satisfaction of client.
As preferably, also comprise after sale service administration module, for the information that management product requires about quality problems after sale service.The problem of client feedback and requirement are carried out concentrating and arranges, and make corresponding adjustment, carry out concentrating and solve, solve the after sale service requirement of client timely and effectively, also improve work efficiency, save the time of both sides.
As preferably, also comprise customer complaint administration module, for row relax of going forward side by side to the unsatisfied information record of client.Complaint for client is reacted to general headquarters by this technology, and general headquarters coordinate 4S shop again and process, and arranges the relevant information complained, and avoids the generation again of similar incidents, improves satisfaction and the loyalty of client.
As preferably, also comprise platform operation issue management module, for recording any problem of 4S shop and city carrier proposition, row relax of going forward side by side.Provide general headquarters, common carrier, 4S shop link up platform, city carrier propose any problem can in this module record, be responsible for process by general headquarters; Any problem that 4S shop proposes can in this module record, by city, carrier is responsible for process, improves communication efficiency, and upper strata provides service, finally for client provides high-quality service for lower floor organizationally.
A using method for Customer Relationship Management Services, according to above-described a kind of Customer Relationship Management Services, comprises the following steps:
1) captured the information of potential customers by the web crawlers of customer acquisition administration module from internet, carry out data mining, and do promoting service, and purpose customer information is input to customer record management module;
2) demand of client is recorded by 4S shop, and the essential information of managing customer, the demand information of client and essential information are entered in customer record management module;
3) tentatively understand the client of product and have reservation purpose, will preengage in the Data Enter of client to client's reservation management module, client understands the consultant of product information to 4S shop;
4) client is after placing an order, and the information of client and sequence information is entered into client's day clear administration module, continues to follow the tracks of to customer order progress, and segments order progress link, makes client can understand the progress situation of order timely;
5) after client takes guarantee card, for the quality problems occurring any product within the time limit of agreement, when client mentions after sale service requirement, by the information of client, sequence information, quality problems Data Enter to after sale service administration module, and the problem of client is processed in time, the service quality in 4S shop is evaluated simultaneously;
6) 4S shop is in the whole process of customer service, and when client can not get satisfied answer, client complains platform general headquarters by customer complaint administration module, coordinates the complaint of 4S shop to client process by platform general headquarters.
Accompanying drawing explanation
Fig. 1 is structural framing figure of the present invention.
Fig. 2 is the structural framing figure of customer acquisition administration module.
Fig. 3 clears up module frame figure client's day.
The toponym that in accompanying drawing, each number designation refers to is as follows: 1-customer acquisition administration module, 2-customer record management module, 3-client reservation management module, 4-client day clear administration module, 5-after sale service administration module, 6-customer complaint administration module, 7-platform operation issue management module.
Embodiment
Below in conjunction with accompanying drawing and embodiment, the present invention is described in further detail.
Embodiment 1
A kind of Customer Relationship Management Services and using method thereof, as shown in Figure 1 to Figure 2, comprise customer acquisition administration module 1, customer record management module 2, client's reservation management module 3, client's day clear administration module 4, after sale service administration module 5, customer complaint administration module 6, customer acquisition administration module 1 to capture potential customers by web crawlers information from internet carries out arranging and managing, and promote, customer record management module 2 is for carrying out the typing of data to the client of the contact that has a mind, for to tentatively understanding the client after product, the information that the consultant in managing customer and 4S shop preengages, client's day, clear administration module 4 was for managing the order at 4S customer family, record and order are in progress relevant link, clear up module 4 client's day to comprise and send list, Customer Tracking, plane is linked up, sign design intention agreement, collect deposit, refinement scheme, draw construction drawing, first trial drawing, revise according to customer demand, quotation on budge, drawing quotation on budge is audited, sign construction contract, go into operation and link up early stage, go into operation and linked up the same day, gone into operation rear communication, Hydroelectric Project Construction, check and accept, bricklayer's constructs, check and accept, pay a return visit in construction, carpentery workshop is constructed, check and accept, collect each rent item of engineering, paint application, check and accept, installation, check and accept, hard dress is checked and accepted, softly join construction, final acceptance of construction, clearing remaining fund, get guarantee card, enter the segmentation links such as residence same day, after sale service administration module 5, for the information that management product requires about quality problems after sale service, customer complaint administration module 6 is for processing accordingly the unsatisfied information record of client, after sale service administration module 5 and customer complaint administration module 6 also can be used for evaluating 4S shop service quality and the service quality improving 4S shop, also comprise platform operation issue management module 7, platform operation issue management module 7 is for recording any problem of 4S shop and city carrier proposition, to go forward side by side row relax.City carrier propose any problem can in this module record, be responsible for process by general headquarters; Any problem that 4S shop proposes can in this module record, by city, carrier is responsible for process, and for platform, city carrier is its client, and how platform provides the best support to city carrier; For city carrier, 4S shop is its client, and the quality of the service in 4S shop is directly connected to platform image and service quality; For 4S shop, the masses of decoration requirements are had to be its client.What you served is exactly your client, such strata system, upper strata needs effective management of the direct customer provided him.
Customer relation management using method, is characterized in that: a kind of Customer Relationship Management Services according to claim 1-5, comprises the following steps:
1) captured the information of potential customers by the web crawlers of customer acquisition administration module 1 from internet, carry out data mining, and do promoting service, and purpose customer information is input to customer record management module 2;
2) demand of client is recorded by 4S shop, and the essential information of managing customer, the demand information of client and essential information are entered in customer record management module 2;
3) tentatively understand the client of product and have reservation purpose, will preengage in the Data Enter of client to client's reservation management module 3, client understands the consultant of product information to 4S shop;
4) client is after placing an order, and the information of client and sequence information is entered into client's day clear administration module 4, continues to follow the tracks of to customer order progress, and segments order progress link, makes client can understand the progress situation of order timely;
5) after client takes guarantee card, for the quality problems occurring any product within the time limit of agreement, when client mentions after sale service requirement, by the information of client, sequence information, quality problems Data Enter to after sale service administration module 5, process in time, the service quality of 4S is evaluated simultaneously;
6) 4S shop is in the whole process of customer service, and when client can not get satisfied answer, client complains platform general headquarters by customer complaint administration module 6, coordinates the complaint of 4S shop to client process by platform general headquarters.4S hotel owner fills the monopolized store of sale service, that a kind of overall house ornamentation sells (sale), family's assembly parts (sparepart), after sale service (service), the house ornamentation monopoly of sale shop of information feed back (survey) quaternity, city carrier is the abbreviation of house ornamentation Urban Operation business, and being responsible for provides training to the 4S shop in this city, technical support and management.
In a word, the foregoing is only preferred embodiment of the present invention, all equalizations done according to the present patent application the scope of the claims change and modify, and all should belong to the covering scope of patent of the present invention.
Claims (6)
1. a Customer Relationship Management Services, it is characterized in that: comprise customer acquisition administration module (1), customer acquisition administration module (1) to capture potential customers by web crawlers information from internet carries out arranging and managing, and carries out promoting service.
2. a kind of Customer Relationship Management Services according to claim 1, is characterized in that: also comprise:
Customer record management module (2), for carrying out data typing to the client of the contact that has a mind, the essential information of record client;
Client's reservation management module (3), for tentatively understanding the client after product, the information that the consultant in managing customer and 4S shop preengages;
Client's day clear administration module (4), for managing the order at 4S customer family, record and order are in progress relevant link.
3. a kind of Customer Relationship Management Services according to claim 1, is characterized in that: also comprise after sale service administration module (5), for the information that management product requires about quality problems after sale service.
4. a kind of Customer Relationship Management Services according to claim 1, is characterized in that: also comprise customer complaint administration module (6), for row relax of going forward side by side to the unsatisfied information record of client.
5. a kind of Customer Relationship Management Services according to claim 1, is characterized in that: also comprise platform operation issue management module (7), for recording any problem of 4S shop and city carrier proposition, row relax of going forward side by side.
6. a using method for Customer Relationship Management Services, is characterized in that: a kind of Customer Relationship Management Services according to claim 1-5, comprises the following steps:
1) captured the information of potential customers by the web crawlers of customer acquisition administration module (1) from internet, carry out data mining, and do promoting service, and purpose customer information is input to customer record management module (2);
2) demand of client is recorded by 4S shop, and the essential information of managing customer, the demand information of client and essential information are entered in customer record management module (2);
3) tentatively understand the client of product and have reservation purpose, will preengage in the Data Enter of client to client's reservation management module (3), client understands the consultant of product information to 4S shop;
4) client is after placing an order, and the information of client and sequence information is entered into client's day clear administration module (4), continues to follow the tracks of to customer order progress, and segments order progress link, makes client can understand the progress situation of order timely;
5) after client takes guarantee card, for the quality problems occurring any product within the time limit of agreement, when client mentions after sale service requirement, by the information of client, sequence information, quality problems Data Enter to after sale service administration module (5), and the problem of client is processed in time, the service quality in 4S shop is evaluated simultaneously;
6) 4S shop is in the whole process of customer service, and when client can not get satisfied answer, client complains platform general headquarters by customer complaint administration module (6), coordinates the complaint of 4S shop to client process by platform general headquarters.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510827888.0A CN105488690A (en) | 2015-11-24 | 2015-11-24 | Customer relationship management system and use method therefor |
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| CN201510827888.0A CN105488690A (en) | 2015-11-24 | 2015-11-24 | Customer relationship management system and use method therefor |
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| CN105488690A true CN105488690A (en) | 2016-04-13 |
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| CN201510827888.0A Pending CN105488690A (en) | 2015-11-24 | 2015-11-24 | Customer relationship management system and use method therefor |
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Cited By (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106941576A (en) * | 2017-03-28 | 2017-07-11 | 杭州三为电子技术有限公司 | A kind of information input method and its call terminal, cloud server |
| CN107730272A (en) * | 2017-09-25 | 2018-02-23 | 共享智能铸造产业创新中心有限公司 | Can management and control customer relationship Life cycle crm system and its management method |
| CN107730318A (en) * | 2017-10-30 | 2018-02-23 | 厦门二五八网络科技集团股份有限公司 | Smart client recommends platform and its recommends method |
| CN108073993A (en) * | 2017-12-12 | 2018-05-25 | 温州市联科科技有限公司 | A kind of automobile services platform based on internet |
| CN108182584A (en) * | 2017-12-21 | 2018-06-19 | 北京悦畅科技有限公司 | A kind of parking lot client management method and system |
| CN108346038A (en) * | 2018-05-10 | 2018-07-31 | 芜湖金钥匙信息科技有限公司 | A kind of method and its management system of client traffic tracking |
| CN109741102A (en) * | 2018-12-28 | 2019-05-10 | 上海德启信息科技有限公司 | A kind of information acquisition method and device |
| CN110245958A (en) * | 2019-01-14 | 2019-09-17 | 北京纷扬科技有限责任公司 | A kind of client intelligent scoring method and system based on crm system |
| CN110472996A (en) * | 2019-07-09 | 2019-11-19 | 易达云图(深圳)科技有限公司 | A kind of client information management method and system |
| CN113516483A (en) * | 2020-09-04 | 2021-10-19 | 北京安锐卓越信息技术股份有限公司 | Marketing management method and device and storage medium |
-
2015
- 2015-11-24 CN CN201510827888.0A patent/CN105488690A/en active Pending
Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106941576A (en) * | 2017-03-28 | 2017-07-11 | 杭州三为电子技术有限公司 | A kind of information input method and its call terminal, cloud server |
| CN106941576B (en) * | 2017-03-28 | 2019-05-10 | 杭州三为电子技术有限公司 | A kind of information input method and its call terminal, cloud server |
| CN107730272A (en) * | 2017-09-25 | 2018-02-23 | 共享智能铸造产业创新中心有限公司 | Can management and control customer relationship Life cycle crm system and its management method |
| CN107730318A (en) * | 2017-10-30 | 2018-02-23 | 厦门二五八网络科技集团股份有限公司 | Smart client recommends platform and its recommends method |
| CN107730318B (en) * | 2017-10-30 | 2021-08-20 | 厦门二五八网络科技集团股份有限公司 | Intelligent client recommendation platform and recommendation method thereof |
| CN108073993A (en) * | 2017-12-12 | 2018-05-25 | 温州市联科科技有限公司 | A kind of automobile services platform based on internet |
| CN108182584A (en) * | 2017-12-21 | 2018-06-19 | 北京悦畅科技有限公司 | A kind of parking lot client management method and system |
| CN108346038A (en) * | 2018-05-10 | 2018-07-31 | 芜湖金钥匙信息科技有限公司 | A kind of method and its management system of client traffic tracking |
| CN109741102A (en) * | 2018-12-28 | 2019-05-10 | 上海德启信息科技有限公司 | A kind of information acquisition method and device |
| CN110245958A (en) * | 2019-01-14 | 2019-09-17 | 北京纷扬科技有限责任公司 | A kind of client intelligent scoring method and system based on crm system |
| CN110472996A (en) * | 2019-07-09 | 2019-11-19 | 易达云图(深圳)科技有限公司 | A kind of client information management method and system |
| CN113516483A (en) * | 2020-09-04 | 2021-10-19 | 北京安锐卓越信息技术股份有限公司 | Marketing management method and device and storage medium |
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Address after: 310012 Room 701, Building 4, Xixi International Business Center, 767 Wenyi West Road, Xihu District, Hangzhou City, Zhejiang Province Applicant after: HANGZHOU GOUJIA NETWORK TECHNOLOGY CO., LTD. Address before: Room 102, 103, Floor 22, Tai'an Road, No. 9, Changhe Street, Binjiang District, Hangzhou City, Zhejiang Province Applicant before: HANGZHOU GOUJIA NETWORK TECHNOLOGY CO., LTD. |
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Application publication date: 20160413 |