CN116739434A - Service evaluation method and system based on four-dimensional client fit management - Google Patents
Service evaluation method and system based on four-dimensional client fit management Download PDFInfo
- Publication number
- CN116739434A CN116739434A CN202310793774.3A CN202310793774A CN116739434A CN 116739434 A CN116739434 A CN 116739434A CN 202310793774 A CN202310793774 A CN 202310793774A CN 116739434 A CN116739434 A CN 116739434A
- Authority
- CN
- China
- Prior art keywords
- customer
- service
- data
- fit
- evaluation
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
- 238000011156 evaluation Methods 0.000 title claims abstract description 50
- 238000007726 management method Methods 0.000 claims abstract description 24
- 230000006399 behavior Effects 0.000 claims abstract description 16
- 230000008451 emotion Effects 0.000 claims abstract description 16
- 238000000034 method Methods 0.000 claims abstract description 9
- 238000004364 calculation method Methods 0.000 claims abstract description 4
- 238000013500 data storage Methods 0.000 claims abstract description 4
- 238000004458 analytical method Methods 0.000 claims description 10
- 238000004590 computer program Methods 0.000 claims description 9
- 238000004891 communication Methods 0.000 claims description 7
- 230000000694 effects Effects 0.000 claims description 7
- 238000009434 installation Methods 0.000 claims description 7
- 230000004044 response Effects 0.000 claims description 7
- 238000012549 training Methods 0.000 claims description 7
- 230000006870 function Effects 0.000 claims description 6
- 230000002452 interceptive effect Effects 0.000 claims description 6
- 230000002688 persistence Effects 0.000 claims description 6
- 238000003908 quality control method Methods 0.000 claims description 6
- 238000013210 evaluation model Methods 0.000 claims description 3
- 238000013480 data collection Methods 0.000 claims 1
- 230000006872 improvement Effects 0.000 abstract description 3
- 230000003993 interaction Effects 0.000 description 5
- 230000008520 organization Effects 0.000 description 4
- 230000008569 process Effects 0.000 description 3
- 238000011835 investigation Methods 0.000 description 2
- 230000009286 beneficial effect Effects 0.000 description 1
- 230000001364 causal effect Effects 0.000 description 1
- 230000019771 cognition Effects 0.000 description 1
- 238000011161 development Methods 0.000 description 1
- 238000010586 diagram Methods 0.000 description 1
- 230000002996 emotional effect Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 230000008447 perception Effects 0.000 description 1
- 230000008439 repair process Effects 0.000 description 1
- 230000000007 visual effect Effects 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06395—Quality analysis or management
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
Abstract
The invention discloses a service evaluation method and a system based on four-dimensional client fit management, wherein the method comprises the following steps: constructing client service fit evaluation data acquisition channels, acquiring related data according to each acquisition channel, and supporting fit evaluation index calculation; reasonably designing a customer service return access volume by combining with a customer service scene; formulating a customer service return visit strategy; based on the collected customer service return visit data, storing the acceptance message unified into a preset format into a customer return visit data center; and constructing a customer satisfaction evaluation comprehensive index system from four dimensions of behaviors, emotions, values and strategies. The system comprises a data acquisition module, a data storage module, a data questionnaire module, a client return visit module and a model evaluation module. The invention can collect and analyze the customer service information from multiple dimensions, construct a customer service data center, objectively evaluate the customer service condition and promote the continuous improvement and promotion of enterprise service work.
Description
Technical Field
The invention relates to marketing service, in particular to a service evaluation method and system based on four-dimensional client fit management.
Background
Customer compliance management includes enterprise-to-customer contact and interaction, customer loyalty to enterprise/brands, commitment, and other emotional links, and value co-creation implications, either from an enterprise perspective or from a customer perspective. Starting from the requirements of visual field perceived by customers and strategic positioning of enterprises, the touch point is taken as a core, and the whole process of customer service before, during and after sales is implemented around a customer service scene. On the basis of traditional cognition, emotion and behavior fit management, the support concept of customer depth fit on enterprise strategic operation is expanded, and a four-dimensional fit model of behavior fit, emotion fit, win-win fit and strategic fit is established, as shown in fig. 2. The connotation includes:
firstly, the usability of the product, namely the product and service required by the user are matched with the product, service and technical advantages of the user, and whether the product and service meet the requirements of the user or not.
And secondly, customer perception, namely whether the customer is satisfied with products and services, including brand recognition, customer loyalty, customer satisfaction and the like.
And thirdly, realizing the fit of the client value and the creation of the profit of the enterprise, namely, whether the products and services provided by the clients meet the client requirements, create the client value, whether the enterprise realizes the economic value and the social value in the process of providing the products and services, whether the clients and the enterprise can create new value opportunities in the process of future interaction and cooperation, and the like. And fourthly, whether important clients, core technology and external industry benchmarks of the enterprise can support strategic development of the enterprise or not and whether the benchmarks are cooperated with social performance of the enterprise or not.
Disclosure of Invention
The invention aims to: the invention aims to provide a service evaluation method and a system based on four-dimensional customer fit management, so that customer service information can be collected and analyzed from multiple dimensions, a customer service data center is constructed, customer service conditions are objectively evaluated, and continuous improvement and promotion of enterprise service work are promoted.
The technical scheme is as follows: the invention discloses a service evaluation method based on four-dimensional client fit management, which comprises the following steps:
(1) Constructing client service fit evaluation data acquisition channels, acquiring related data according to each acquisition channel, and supporting fit evaluation index calculation; the customer service fitness evaluation data acquisition channel comprises a customer visit, a web crawler, a customer service hotline, a customer service APP, a customer service mailbox, a customer service fax and a third party system.
(2) Reasonably designing a customer service return access volume by combining with a customer service scene;
(3) The customer service return visit strategy is formulated, so that the accuracy and convenience of customer return visit data acquisition are ensured, and harassment is not caused to customers;
(4) Based on the collected customer service return visit data, storing the acceptance message unified into a preset format into a customer return visit data center;
constructing a table with preset entries, and filling the appeal data into the table according to the preset entries; the preset item comprises:
(a) The product aspect is as follows: quality, technical performance, appearance, individuation and applicability, predictive effect, stability;
(b) Service aspect: early-stage service, contract and supply, installation and training, response timeliness, professional skill level, delivery task timeliness, problem result treatment, friendly working attitude and smooth communication degree;
(c) Client public praise: customer loyalty, industry status, competitor analysis.
(5) And constructing a customer satisfaction evaluation comprehensive index system from four dimensions of behaviors, emotions, values and strategies.
The index of the behavior fit aspect comprises matching degree of customer requirements and product functions and service levels, customer participation degree, brand attention degree and customer levels; the index of emotion fit aspects comprises service satisfaction, customer loyalty, interactive channel convenience, customer experience feeling and customer recommendation index; the indexes of the value agreement comprise brand awareness, product superiority, technical advantages, enterprise profit, supporting condition of products and services on customer business and business persistence; the index of strategic fit aspect comprises the leading contribution value of customers and enterprises to industry, whether strategic agreement signing, enterprise culture guiding, social responsibility intersection and enterprise internal quality control system.
A service evaluation system based on four-dimensional client fit management comprises the following modules:
the data acquisition module is used for constructing client service fit evaluation data access client service fit evaluation data acquisition channels and realizing acquisition and analysis of data of each channel;
the data storage module is used for constructing a customer service data center, unifying the acquired data into a acceptance message with a preset format and storing the acceptance message into the customer service data center;
the data questionnaire module is used for constructing a customer service return visit questionnaire to generate;
the client return visit module is used for constructing a table with preset items based on the collected client service return visit data and combining the return visit strategy, filling the demand data into the table according to the preset items, and automatically generating a client service return visit volume;
the model evaluation module is used for constructing a comprehensive evaluation model from four dimensions of behaviors, emotions, values and strategies, establishing a customer satisfaction index system, and evaluating customer satisfaction data to obtain an evaluation result.
The customer service fitness evaluation data acquisition channel comprises a customer visit, a web crawler, a customer service hotline, a customer service APP, a customer service mailbox, a customer service fax and a third party system.
The preset item comprises:
(a) The product aspect is as follows: quality, technical performance, appearance, individuation and applicability, predictive effect, stability;
(b) Service aspect: early-stage service, contract and supply, installation and training, response timeliness, professional skill level, delivery task timeliness, problem result treatment, friendly working attitude and smooth communication degree;
(c) Client public praise: customer loyalty, industry status, competitor analysis.
The customer satisfaction index system comprises the following indexes: the indexes of the behavior fit aspect comprise matching degree of the customer requirements and the product functions and the service levels, customer participation degree, brand attention degree and customer levels; the index of emotion fit aspects comprises service satisfaction, customer loyalty, interactive channel convenience, customer experience feeling and customer recommendation index; the indexes of the value agreement comprise brand awareness, product superiority, technical advantages, enterprise profit, supporting condition of products and services on customer business and business persistence; the index of strategic fit aspect comprises the leading contribution value of customers and enterprises to industry, whether strategic agreement signing, enterprise culture guiding, social responsibility intersection and enterprise internal quality control system.
A computer storage medium having stored thereon a computer program which, when executed by a processor, implements a service assessment method based on four-dimensional customer compliance management as described above.
A computer device comprises a storage, a processor and a computer program stored in the storage and capable of running on the processor, wherein the processor realizes the service evaluation method based on four-dimensional client fit management when executing the computer program.
The beneficial effects are that: compared with the prior art, the invention has the following advantages: the invention can collect and analyze the customer service information from multiple dimensions, construct a customer service data center, objectively evaluate the customer service condition and promote the continuous improvement and promotion of enterprise service work.
Drawings
FIG. 1 is a flow chart of the steps of the method of the present invention;
FIG. 2 is a schematic diagram of the system;
fig. 3 is a graph showing the relationship between the impact factors of the fit evaluation.
Detailed Description
The technical scheme of the invention is further described below with reference to the accompanying drawings.
As shown in fig. 1, a service evaluation method based on four-dimensional customer fit management includes the following steps:
(1) Constructing client service fit evaluation data acquisition channels, acquiring related data according to each acquisition channel, and supporting fit evaluation index calculation; the customer service fitness evaluation data acquisition channel comprises a customer visit, a web crawler, a customer service hotline, a customer service APP, a customer service mailbox, a customer service fax and a third party system.
(2) Reasonably designing a customer service return access volume by combining with a customer service scene; the customer service scenario includes: engineering service sites, customer incoming call demands, annual satisfaction investigation, customer interviews and network hot spot investigation.
Further according to the preset questionnaire items in terms of products, services, public praise and the like:
(a) Product satisfaction aspects: quality, technical performance, appearance, individuality and applicability, predictive effect, stability.
(b) Service satisfaction aspects: early-stage service, contract and supply, installation and training, response timeliness, professional skill level, delivery task timeliness, problem result treatment, friendly working attitude and smooth communication.
(c) Client public praise: customer loyalty, industry status, competitor analysis.
(3) The customer service return visit strategy is formulated, so that the accuracy and convenience of customer return visit data acquisition are ensured, and harassment is not caused to customers;
the return visit strategy comprises various strategy configurations such as return visit frequency, return visit matters, return visit priority and the like:
(a) And setting differentiated return visit frequency strategies for client contacts with different post levels such as a client unit leader, a department leader, staff and the like according to different return visit modes such as short messages, telephones and the like.
(b) And setting differentiated single return visit maximum item number strategies according to different return visit modes such as telephone return visit, short message return visit and WeChat return visit.
(c) And ordering the return visit items and setting a return visit priority strategy according to the service types such as fault repair, service consultation, complaint and the like and the post levels of the client contacts.
(d) And if the return visit work is not in accordance with the requirements, interception is performed, so that the disturbance to the client is avoided.
(4) Based on the collected customer service return visit data, storing the acceptance message unified into a preset format into a customer return visit data center;
constructing a table with preset entries, and filling the appeal data into the table according to the preset entries; the preset item comprises:
(a) The product aspect is as follows: quality, technical performance, appearance, individuation and applicability, predictive effect, stability;
(b) Service aspect: early-stage service, contract and supply, installation and training, response timeliness, professional skill level, delivery task timeliness, problem result treatment, friendly working attitude and smooth communication degree;
(c) Client public praise: customer loyalty, industry status, competitor analysis.
(5) And constructing a customer satisfaction evaluation comprehensive index system from four dimensions of behaviors, emotions, values and strategies to obtain evaluation results in aspects of causality, value expression, knowledge interaction, customer organization characteristics, ecological scenes and the like.
The index of the behavior fit aspect comprises matching degree of customer requirements and product functions and service levels, customer participation degree, brand attention degree and customer levels; the index of emotion fit aspects comprises service satisfaction, customer loyalty, interactive channel convenience, customer experience feeling and customer recommendation index; the indexes of the value agreement comprise brand awareness, product superiority, technical advantages, enterprise profit, supporting condition of products and services on customer business and business persistence; the index of strategic fit aspect comprises the leading contribution value of customers and enterprises to industry, whether strategic agreement signing, enterprise culture guiding, social responsibility intersection and enterprise internal quality control system.
Causal relationship: product and quality of service, customer satisfaction, customer trust, and third party assessment.
The value is expressed: value contributions and brand identity.
Knowledge interaction: knowledge is provided.
Customer organization features: organization characteristics, individual customer characteristics.
Ecological scene: external environment, industry status, social demand.
As shown in fig. 2, a service evaluation system based on four-dimensional customer fit management includes the following modules:
the data acquisition module is used for constructing client service fit evaluation data access client service fit evaluation data acquisition channels and realizing acquisition and analysis of data of each channel;
the data storage module is used for constructing a customer service data center, unifying the acquired data into a acceptance message with a preset format and storing the acceptance message into the customer service data center;
the data questionnaire module is used for constructing a customer service return visit questionnaire to generate;
the client return visit module is used for constructing a table with preset items based on the collected client service return visit data and combining the return visit strategy, filling the demand data into the table according to the preset items, and automatically generating a client service return visit volume;
the model evaluation module is used for constructing a comprehensive evaluation model from four dimensions of behaviors, emotions, values and strategies, establishing a customer satisfaction index system, evaluating customer satisfaction data and obtaining evaluation results in aspects of causality, value expression, knowledge interaction, customer organization characteristics, ecological scenes and the like.
The customer service fitness evaluation data acquisition channel comprises a customer visit, a web crawler, a customer service hotline, a customer service APP, a customer service mailbox, a customer service fax and a third party system.
The preset item comprises:
(a) The product aspect is as follows: quality, technical performance, appearance, individuation and applicability, predictive effect, stability;
(b) Service aspect: early-stage service, contract and supply, installation and training, response timeliness, professional skill level, delivery task timeliness, problem result treatment, friendly working attitude and smooth communication degree;
(c) Client public praise: customer loyalty, industry status, competitor analysis.
As shown in fig. 3, the customer satisfaction index system includes the following indexes: the indexes of the behavior fit aspect comprise matching degree of the customer requirements and the product functions and the service levels, customer participation degree, brand attention degree and customer levels; the index of emotion fit aspects comprises service satisfaction, customer loyalty, interactive channel convenience, customer experience feeling and customer recommendation index; the indexes of the value agreement comprise brand awareness, product superiority, technical advantages, enterprise profit, supporting condition of products and services on customer business and business persistence; the index of strategic fit aspect comprises the leading contribution value of customers and enterprises to industry, whether strategic agreement signing, enterprise culture guiding, social responsibility intersection and enterprise internal quality control system.
A computer storage medium having stored thereon a computer program which, when executed by a processor, implements a service assessment method based on four-dimensional customer compliance management as described above.
A computer device comprises a storage, a processor and a computer program stored in the storage and capable of running on the processor, wherein the processor realizes the service evaluation method based on four-dimensional client fit management when executing the computer program.
Claims (10)
1. A service evaluation method based on four-dimensional client fit management is characterized by comprising the following steps:
(1) Constructing client service fit evaluation data acquisition channels, acquiring related data according to each acquisition channel, and supporting fit evaluation index calculation;
(2) Reasonably designing a customer service return access volume by combining with a customer service scene;
(3) Formulating a customer service return visit strategy;
(4) Based on the collected customer service return visit data, storing the acceptance message unified into a preset format into a customer return visit data center;
(5) And constructing a customer satisfaction evaluation comprehensive index system from four dimensions of behaviors, emotions, values and strategies.
2. The service evaluation method based on four-dimensional customer compliance management according to claim 1, wherein the customer service compliance evaluation data collection channel in the step (1) comprises a customer visit, a web crawler, a customer service hotline, a customer service APP, a customer service mailbox, a customer service fax and a third party system.
3. The service evaluation method based on four-dimensional customer compliance management according to claim 1, wherein the step (4) is specifically: constructing a table with preset entries, and filling the appeal data into the table according to the preset entries; the preset item comprises:
(a) The product aspect is as follows: quality, technical performance, appearance, individuation and applicability, predictive effect, stability;
(b) Service aspect: early-stage service, contract and supply, installation and training, response timeliness, professional skill level, delivery task timeliness, problem result treatment, friendly working attitude and smooth communication degree;
(c) Client public praise: customer loyalty, industry status, competitor analysis.
4. The service evaluation method based on four-dimensional customer compliance management according to claim 1, wherein the step (5) specifically comprises: constructing a comprehensive index system for evaluating the customer satisfaction from four dimensions of behaviors, emotions, values and strategies, wherein indexes of the behavior fitting aspect comprise matching degree of customer requirements and product functions and service levels, customer participation degree, brand attention degree and customer levels; the index of emotion fit aspects comprises service satisfaction, customer loyalty, interactive channel convenience, customer experience feeling and customer recommendation index; the indexes of the value agreement comprise brand awareness, product superiority, technical advantages, enterprise profit, supporting condition of products and services on customer business and business persistence; the index of strategic fit aspect comprises the leading contribution value of customers and enterprises to industry, whether strategic agreement signing, enterprise culture guiding, social responsibility intersection and enterprise internal quality control system.
5. The service evaluation system based on four-dimensional client fit management is characterized by comprising the following modules:
the data acquisition module is used for constructing client service fit evaluation data access client service fit evaluation data acquisition channels and realizing acquisition and analysis of data of each channel;
the data storage module is used for constructing a customer service data center, unifying the acquired data into a acceptance message with a preset format and storing the acceptance message into the customer service data center;
the data questionnaire module is used for constructing a customer service return visit questionnaire to generate;
the client return visit module is used for constructing a table with preset items based on the collected client service return visit data and combining the return visit strategy, filling the demand data into the table according to the preset items, and automatically generating a client service return visit volume;
the model evaluation module is used for constructing a comprehensive evaluation model from four dimensions of behaviors, emotions, values and strategies, establishing a customer satisfaction index system, and evaluating customer satisfaction data to obtain an evaluation result.
6. The service evaluation system based on four-dimensional customer compliance management according to claim 5, wherein the customer service compliance evaluation data acquisition channel comprises a customer visit, a web crawler, a customer service hotline, a customer service APP, a customer service mailbox, a customer service fax and a third party system.
7. The four-dimensional customer fit management-based service assessment system according to claim 5, wherein the preset entry comprises:
(a) The product aspect is as follows: quality, technical performance, appearance, individuation and applicability, predictive effect, stability;
(b) Service aspect: early-stage service, contract and supply, installation and training, response timeliness, professional skill level, delivery task timeliness, problem result treatment, friendly working attitude and smooth communication degree;
(c) Client public praise: customer loyalty, industry status, competitor analysis.
8. The four-dimensional customer compliance management-based service valuation system of claim 5, wherein the customer satisfaction index system comprises the following indices: the indexes of the behavior fit aspect comprise matching degree of the customer requirements and the product functions and the service levels, customer participation degree, brand attention degree and customer levels; the index of emotion fit aspects comprises service satisfaction, customer loyalty, interactive channel convenience, customer experience feeling and customer recommendation index; the indexes of the value agreement comprise brand awareness, product superiority, technical advantages, enterprise profit, supporting condition of products and services on customer business and business persistence; the index of strategic fit aspect comprises the leading contribution value of customers and enterprises to industry, whether strategic agreement signing, enterprise culture guiding, social responsibility intersection and enterprise internal quality control system.
9. A computer storage medium having a computer program stored thereon, which when executed by a processor implements a four-dimensional customer compliance management based service assessment method according to any one of claims 1 to 4.
10. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements a four-dimensional customer fit management based service assessment method according to any one of claims 1-4 when executing the computer program.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310793774.3A CN116739434A (en) | 2023-06-30 | 2023-06-30 | Service evaluation method and system based on four-dimensional client fit management |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202310793774.3A CN116739434A (en) | 2023-06-30 | 2023-06-30 | Service evaluation method and system based on four-dimensional client fit management |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN116739434A true CN116739434A (en) | 2023-09-12 |
Family
ID=87904459
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202310793774.3A Pending CN116739434A (en) | 2023-06-30 | 2023-06-30 | Service evaluation method and system based on four-dimensional client fit management |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN116739434A (en) |
-
2023
- 2023-06-30 CN CN202310793774.3A patent/CN116739434A/en active Pending
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US10497069B2 (en) | System and method for providing a social customer care system | |
| Castronovo et al. | Social media in an alternative marketing communication model | |
| Jahanzeb et al. | An empirical analysis of customer loyalty in Pakistan's telecommunication industry | |
| US10636047B2 (en) | System using automatically triggered analytics for feedback data | |
| CN105930540A (en) | Data processing system | |
| GB2479825A (en) | Customisation of consumer service level at a contact centre according to influence credentials on a social networking site, e.g. facebook | |
| US8468170B2 (en) | Creating ad hoc relationships between entities | |
| US20120215538A1 (en) | Performance measurement for customer contact centers | |
| CN101667998A (en) | Method, device and system for mobile search | |
| US20130041923A1 (en) | Dynamic assessment system | |
| CA3124349A1 (en) | System and method of real-time wiki knowledge resources | |
| JP2019164648A (en) | Information processing device | |
| Peterson et al. | Measuring the immeasurable: Visitor engagement | |
| CN203206260U (en) | System and method for flow analysis | |
| JP7344234B2 (en) | Method and system for automatic call routing without caller intervention using anonymous online user behavior | |
| Ayaga et al. | Competitive strategies and customer satisfaction in the telecommunications industry in Nigeria | |
| CN116739434A (en) | Service evaluation method and system based on four-dimensional client fit management | |
| US20210294984A1 (en) | Systems and methods for interaction evaluation | |
| US20130054339A1 (en) | Method and system for implementing a collaborative customer service model | |
| CN111200691B (en) | Intelligent telephone marketing management system and method | |
| CN111951039A (en) | Marketing activity effect self-service evaluation method, system, equipment and medium | |
| US20150112760A1 (en) | Website Visitor to Phone Call Tracking System | |
| Rodriguez et al. | Utilisation of CRM and its impact on sales performance: a study of sales professionals working in a virtual environment | |
| Nurhidayat et al. | Consumer Relations through Digital Communication Strategy: A Case Study of After-Sales Service At Pt. Bardi Solusi Otomasi | |
| Landherr et al. | The business case of IT investments for social customer relationship management/Der Business Case von IT-Investitionen im Social Customer Relationship Management |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination |