WO2019080413A1

WO2019080413A1 - Customer management method and system, computer device and storage medium

Info

Publication number: WO2019080413A1
Application number: PCT/CN2018/076394
Authority: WO
Inventors: 胡祥; 彭青龙
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-10-26
Filing date: 2018-02-12
Publication date: 2019-05-02
Also published as: CN107730281A

Abstract

Provided are a customer management method and system, a computer device and a storage medium. According to the method, four stages, that is, a relation establishment stage, a free service stage, a general financial service selling stage, and an insurance selling stage, are pre-set to constitute a foundation stage of customer life cycle management, and achieving conditions of each stage are respectively pre-set; and an operation needing to be performed is prompted to an agent according to a condition of the different stages, so that the agent obtains, by means of the system, the ability to use the system to analyse a customer and understand customer demands better, and the ability to manage customers and maintain customers is improved.

Description

Customer management method, system, computer equipment and storage medium

The application claims the priority of the Chinese patent application filed on Oct. 26, 2017, the application number of which is the disclosure of The method is incorporated in the present application.

Technical field

The present application relates to the field of customer management technologies, and in particular, to a client management method, system, computer device, and storage medium.

Background technique

As an invisible service window for enterprises and user terminals to maintain close contact, the call center system plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consulting and complaints, and plays a role in the business activities of enterprises. An increasingly important role.

The agent service is an important way for the call center system to provide services for customers. The agent service refers to the process in which the agent provides the corresponding service to the customer through the support system of the call center.

With the development of Internet technology and the increasing demand for service quality, the content and requirements for agent work are also increasing. The duty of the agent is not only to answer the phone and answer questions. Nowadays, the agent is required to use the system to analyze customers and Understand customer needs and improve the ability to manage and operate customers.

Existing customer management systems and customer management methods are not effective in assisting agents to achieve the above objectives.

Summary of the invention

The purpose of the present application is to provide a client management method, system, computer device and storage medium for solving the problems existing in the prior art.

To achieve the above objective, the present application provides a lifecycle state-based client management method, where the lifecycle state includes establishing a relationship period, a free service period, a comprehensive sales period, and an insurance sales period, including the following steps:

Step 01, determining whether the customer is a new customer, if yes, defining the customer as establishing a relationship period, if otherwise, performing step 02;

Step 02, it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed;

Step 021: Determine whether the customer has been contacted and whether the first time condition is met during the establishment relationship period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle of the customer. Status and prompt to contact the customer or / and wait until the preset time;

Step 03, it is determined whether the customer is in the free service period, if yes, step 031 is performed, otherwise step 04 is performed;

Step 031, determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to a comprehensive sales period, if not changing the customer otherwise Lifecycle status and prompt to provide free service or / and wait until the preset time;

Step 04, it is determined whether the customer is in the comprehensive gold sales period, if yes, step 041 is performed, otherwise step 05;

Step 041, determining whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive gold sales period, and if so, changing the life cycle status of the customer to the insurance sales period, if not changing otherwise Describe the customer's lifecycle status and prompt to provide a comprehensive sales service or/and wait until the preset time;

Step 05, it is determined whether the customer is in the insurance sales period, if yes, step 051;

Step 051: Determine whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if yes, keep the customer for the insurance sales period and recalculate the service number and the number Four time conditions, and repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.

To achieve the above objective, the present application further provides a customer management system, including:

The customer life cycle state judgment module is suitable for judging whether the customer is a new customer; whether it is in the establishment relationship period; whether it is in the free service period; whether it is in the comprehensive gold sales period; whether it is in the insurance sales period;

The customer service status judgment module is suitable for judging whether the customer has been contacted; whether to complete at least one free service; whether to complete at least one comprehensive gold sales service; whether to complete at least one insurance sales service;

The customer status time calculation module is adapted to determine whether the customer satisfies the first time condition during the establishment of the relationship period; whether the second time condition is satisfied during the free service period; whether the third time condition is met during the comprehensive sales period; and the insurance sales Whether the fourth time condition is met during the period;

The customer lifecycle state change module is adapted to define a relationship period when the customer is a new customer; change the life cycle state of the customer to a free service when it is judged that the customer is contacted during the establishment relationship period and meets the first time condition. Change the customer's life cycle status to the comprehensive sales period when it is judged that the customer is in the free service period and meets the second time condition; at least one comprehensive gold sales service is completed during the judgment of the customer in the comprehensive sales period. And when the third time condition is met, the customer's life cycle state is changed to the insurance sales period; when the customer is judged to be at least one insurance sales service during the insurance sales period and the fourth time condition is met, the customer is kept in the insurance sales period and the service number is recalculated. And the fourth time condition;

The customer status prompting module is adapted to promptly contact the customer when the customer does not meet the status change, provide free service, prompt to provide the comprehensive gold sales service, prompt to provide insurance sales service or / and prompt to wait until the preset time.

To achieve the above object, the present application also provides a computer device comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the program to implement the following steps:

To achieve the above object, the present application also provides a computer readable storage medium having stored thereon a computer program that, when executed by a processor, implements the following steps:

The customer management method, system, computer equipment and storage medium provided by the present application form a basic stage of customer life cycle management through four stages of pre-set relationship period, free service period, comprehensive gold sales period and insurance sales period, and respectively Pre-set the conditions for each stage, and prompt the actions that the agent needs to perform according to the different stages, so that the agent can use the system to analyze the customer, better understand the customer's needs, and improve the ability to manage and operate the customer.

DRAWINGS

1 is a flowchart of Embodiment 1 of a client management method of the present application;

2 is a schematic diagram of a program module of Embodiment 1 of the client management system of the present application;

3 is a schematic structural diagram of hardware of Embodiment 1 of a client management system of the present application;

FIG. 4 is a flowchart of Embodiment 2 of a client management method according to the present application.

Detailed ways

In order to make the objects, technical solutions, and advantages of the present application more comprehensible, the present application will be further described in detail below with reference to the accompanying drawings and embodiments. It is understood that the specific embodiments described herein are merely illustrative of the application and are not intended to be limiting. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope of the present application.

The client management method, system, computer equipment and storage medium provided by the application are suitable for the agent to better understand, more intuitively understand the customer's status and information, and provide the agent with a means to deeply analyze the customer. By applying the label to the basic information and behavioral characteristics of the target customer, the application constitutes the customer life cycle through the four stages of the preset establishment relationship period, the free service period, the comprehensive sales period, and the insurance sales period. The basic stage of management, and presuppose the conditions for each stage, and prompt the actions that the agent needs to perform according to the different stages, so that the agent can use the system to analyze the customer, better understand the customer's needs, and improve the management of the customer and operation. Customer's ability.

Embodiment 1

Referring to FIG. 1 , in a life management state-based customer management method, the life cycle state includes a relationship establishment period, a free service period, a comprehensive sales period, and an insurance sales period. The customer management method specifically includes the following steps. :

In step 01, it is determined whether the customer is a new customer, and if yes, the customer is defined to establish a relationship period, otherwise, step 02 is performed.

Establishing the relationship period As the first stage of the customer's life cycle status, the customers who have just sent the agent to the agent are defined as the relationship period. The goal of this stage is to establish a relationship with the customer.

In step 02, it is determined whether the client is in the establishment relationship period. If yes, step 021 is performed, otherwise step 03 is performed.

Step 021: Determine whether the customer has been contacted and whether the first time condition is met during the relationship establishment period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle status of the customer, and prompt to contact the customer. Or / and wait until the preset time.

During the establishment of the relationship period, it is necessary to judge whether the life cycle state of the customer needs to be changed to the next stage, that is, the free service period, so as to satisfy the following two conditions as the judgment basis: First, the customer is successfully contacted by any agent during the establishment of the relationship period. Second; second, meet the first time conditions. Among them, contact behavior includes telephone outbound calls, incoming call consultation, SMS, WeChat, etc. The first time condition may be that the preset time period is reached. For example, the duration of the free service period of the customer, preferably defining whether the customer's first contact date is greater than the preset time as the first time condition. For example, from the date of the first successful contact of the customer, it will be filled for 20 days according to the natural day, and automatically enter the second stage free service period. Zhang San was successfully contacted twice during the establishment of the relationship, and since the first success From the date of contact, the natural life has been increased for 21 days, and the life cycle status of Zhang San has been changed to the free service period; Li Si has reached 30 days in the establishment of the relationship period, but has not been contacted, it prompts the agent to contact Li. Four; Wang Wu was successfully contacted twice, but only 18 days from the date of the first successful contact, then the agent is waiting for 2 days, Wang Wu can enter the free service period, then the next stage can be carried out task.

In step 03, it is determined whether the customer is in the free service period. If yes, step 031 is performed, otherwise step 04 is performed.

Step 031: determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to the comprehensive sales period, if not changing the life cycle status of the customer, and Prompt to provide free service or / and wait until the preset time.

In the free service period, it is necessary to judge whether it is necessary to change the customer's life cycle status to the next stage, that is, the comprehensive sales period, to satisfy the following two conditions: First, the customer is accumulatively free at least once during the free service period. Service; second, meet the second time condition. Among them, the free service behavior includes giving small gifts such as gift cards, electronic coupons, and hand-to-hands to customers. The second time condition may be that the preset time period is reached. For example, the duration of the free service period of the customer, preferably defining that the customer enters the free service period exceeds the preset time as the second time condition. For example, the default customer is accumulatively completed at least once during the free service period, and the customer reaches 50 days from the date of entering the free service period, automatically enters the third stage of the comprehensive gold sales period, and Zhang San is in the free service period. Successfully served twice for free, and has accumulated 52 days for natural days since the date of entering the free service period, then changed the life cycle status of Zhang San to the comprehensive sales period; Li Si has reached during the free service period. 55 days, but was not successfully served free of charge, it is suggested that the seat will complete the free service for Li Si; Wang Wu was successfully served twice for free, but only 46 days from the date of entering the free service period, the agent is asked to wait until 4 Days, Wang Wu can enter the comprehensive gold sales period, then the next stage of the task can be carried out.

In step 04, it is determined whether the customer is in the comprehensive sales period, if yes, step 041 is performed, otherwise step 05 is performed.

In step 041, it is determined whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive sales period, and if so, the life cycle status of the customer is changed to the insurance sales period, if not, the life cycle status of the customer is not changed. And prompt to provide comprehensive sales service or / and wait until the preset time.

In the period of comprehensive gold sales, it is necessary to judge whether it is necessary to change the life cycle status of the customer to the next stage, that is, the insurance sales period, to judge the following two conditions at the same time: First, the customer is at least completed in the comprehensive sales period. One comprehensive gold sales; second, meet the third time conditions. Among them, the comprehensive gold sales behavior includes the purchase of wealth management products. The third time condition may be that the preset time length is reached. For example, the duration of the customer's sales period in the comprehensive gold period preferably defines that the customer enters the comprehensive gold sales period by more than the preset time as the third time condition. For example, the default customer is accumulatively completed at least once in the comprehensive gold sales period, and the customer reaches 80 days from the date of entering the comprehensive sales period, automatically entering the fourth stage insurance sales period, Zhang San in the comprehensive gold During the sales period, it was successfully recommended to purchase wealth management products once, and since the date of entering the comprehensive sales period, it has been added to the natural day for 84 days, then the life cycle status of Zhang San has been changed to the insurance sales period; Li Si is in the comprehensive sales During the period, it has reached 83 days, but has not successfully completed the comprehensive gold sales, it is suggested that the agent completed the sales of the comprehensive gold for Li Si; Wang Wu was successfully completed the sales of the comprehensive gold twice, but since the date of entering the comprehensive sales period Only 56 days, the agent is expected to wait until 24 days, Wang Wu can enter the comprehensive gold sales period, then the next stage of the task can be carried out.

In step 05, it is determined whether the customer is in the insurance sales period, and if yes, step 051 is performed.

Step 051, determining whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if so, maintaining the customer for the insurance sales period and recalculating the service times and the fourth time condition, And repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.

In the insurance sales period, it is necessary to judge whether it is necessary to reset the customer's situation during the insurance sales period, and to satisfy the following two conditions as the basis for judgment: First, the customer is accumulatively completed at least once in the insurance sales period; Meet the fourth time condition. Among them, insurance sales activities include the purchase of insurance products such as property insurance, life insurance, and pension insurance. Preferably, the above condition 1 further comprises completing at least one comprehensive gold sales service. The fourth time condition may be that the preset time period is reached. For example, the duration of the customer's insurance sales period, preferably defining the customer entering the insurance sales period exceeding the preset time as the fourth time condition. For example, if the default customer is accumulatively completed at least once in the insurance sales period, insurance sales are at least once, and the customer reaches 90 days from the date of entering the insurance sales period, the customer is kept in the insurance sales period and recalculated. Entering the time and number of services, Zhang San was successfully recommended to purchase wealth management products once and auto insurance products once during the insurance sales period, and since the date of entering the insurance sales period, the natural life has accumulated for 90 days, then the life cycle of Zhang San will be The status remains the insurance sales period, and the number of days of entering the insurance sales period and the number of services are cleared and recalculated; Li Si has reached 110 days in the insurance sales period, and has successfully completed the comprehensive gold sales, but has not successfully completed the insurance. Sales, the agent is prompted to complete the insurance sales for Li Si; Wang Wu was successfully completed insurance sales once, the comprehensive gold sales twice, but only 78 days from the date of entering the insurance sales period, then prompted the agent to wait until 12 days, Wang 5. After the number of days and the number of services in the insurance sales period are cleared, recalculate.

Through the above four phases of customer lifecycle state management, agents can intuitively understand the stage and status of each customer, and understand how to follow up and serve the customer.

Referring to FIG. 2, a customer management system is illustrated. In this embodiment, the customer management system 10 can be divided into one or more program modules, and one or more program modules are stored in a storage medium, and Executed by one or more processors to complete the application, and the above client management method can be implemented. A program module as referred to in this application refers to a series of computer program instructions that are capable of performing a particular function, and are more suitable than the program itself to describe the execution of the client management system 10 in a storage medium. The following description will specifically describe the functions of each program module of this embodiment:

The customer life cycle state judging module 11 is adapted to determine whether the customer is a new customer; whether it is in the establishment relationship period; whether it is in the free service period; whether it is in the comprehensive sales period; whether it is in the insurance sales period;

The customer service status determining module 12 is adapted to determine whether the customer has been contacted; whether to complete at least one free service; whether to complete at least one comprehensive gold sales service; whether to complete at least one insurance sales service;

The customer status time calculation module 13 is adapted to determine whether the customer satisfies the first time condition during the establishment of the relationship period; whether the second time condition is met during the free service period; whether the third time condition is met during the comprehensive sales period; Whether the fourth time condition is met during the sales period;

The customer lifecycle state change module 14 is adapted to define a relationship period when determining that the customer is a new customer; and change the life cycle state of the customer to be free when it is determined that the customer is contacted during the establishment relationship period and meets the first time condition. Service period; change the customer's life cycle status to the comprehensive sales period when it is judged that the customer is in the free service period and meets the second time condition; at least one comprehensive gold sales is completed during the judgment of the customer in the comprehensive sales period. Change the customer's life cycle status to the insurance sales period when the service meets the third time condition; keep the customer as the insurance sales period and recalculate the service when it is judged that the customer is in the insurance sales period to complete at least one insurance sales service and meet the fourth time condition Number of times and fourth time condition;

The customer status prompting module 15 is adapted to promptly contact the customer, provide a free service, prompt to provide a comprehensive gold sales service, prompt to provide an insurance sales service, or/and prompt to wait until the preset time when the customer does not satisfy the status change.

The embodiment further provides a computer device, such as a smart phone, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server or a rack server (including a stand-alone server, or A server cluster consisting of multiple servers). The computer device 20 of this embodiment includes at least but not limited to: a memory 21 and a processor 22 communicably connected to each other through a system bus, as shown in FIG. It is noted that FIG. 3 shows only computer device 20 having components 21-22, but it should be understood that not all illustrated components may be implemented and that more or fewer components may be implemented instead.

In this embodiment, the memory 21 (ie, the readable storage medium) includes a flash memory, a hard disk, a multimedia card, a card type memory (for example, an SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), Read only memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, and the like. In some embodiments, memory 21 may be an internal storage unit of computer device 20, such as a hard disk or memory of computer device 20. In other embodiments, the memory 21 may also be an external storage device of the computer device 20, such as a plug-in hard disk equipped on the computer device 20, a smart memory card (SMC), and a secure digital (Secure Digital, SD) card, flash card, etc. Of course, the memory 21 can also include both internal storage units of the computer device 20 as well as external storage devices thereof. In this embodiment, the memory 21 is generally used to store an operating system installed in the computer device 20 and various types of application software, such as program codes of the client management system 10 of the second embodiment. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.

Processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments. The processor 22 is typically used to control the overall operation of the computer device 20. In this embodiment, the processor 22 is configured to run program code or process data stored in the memory 21, such as running the customer management system 10 or the like.

The embodiment further provides a computer readable storage medium such as a flash memory, a hard disk, a multimedia card, a card type memory (for example, SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), and only Read memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, server, App application store, etc., on which a computer program is stored. The program implements the corresponding function when executed by the processor. The computer readable storage medium of this embodiment is used to store the client management system 10, and when executed by the processor, implements the client management method of the first embodiment.

Embodiment 2

Referring to FIG. 4, the client management method in this embodiment is based on the first embodiment, and includes the following steps:

In step 02, it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed.

Step 021: Determine whether the customer has been contacted and whether the first time condition is met during the relationship establishment period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle status of the customer, and prompt to contact the customer. Or / and wait until the preset time. At the same time, a stage score is recorded for the customer based on the number of times the customer has been contacted, the time during which the relationship was established, and the time since the first contact.

During the establishment of the relationship period, it is necessary to judge whether the life cycle state of the customer needs to be changed to the next stage, that is, the free service period, so as to satisfy the following two conditions as the judgment basis: First, the customer is successfully contacted by any agent during the establishment of the relationship period. Second; second, meet the first time conditions. The first time condition may be that the preset time period is reached. For example, the duration of the free service period of the customer, preferably defining whether the customer's first contact date is greater than the preset time as the first time condition.

Step 031: determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to the comprehensive sales period, if not changing the life cycle status of the customer, and Prompt to provide free service or / and wait until the preset time. At the same time, a stage score is recorded for the customer based on the number of times the customer has completed the free service and the time during the free service period.

In the free service period, it is necessary to judge whether it is necessary to change the customer's life cycle status to the next stage, that is, the comprehensive sales period, to satisfy the following two conditions: First, the customer is accumulatively free at least once during the free service period. Service; second, meet the second time condition. The second time condition may be that the preset time period is reached. For example, the duration of the free service period of the customer, preferably defining that the customer enters the free service period exceeds the preset time as the second time condition.

In step 041, it is determined whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive sales period, and if so, the life cycle status of the customer is changed to the insurance sales period, if not, the life cycle status of the customer is not changed. And prompt to provide comprehensive sales service or / and wait until the preset time. At the same time, according to the number of times the customer has completed the sales of the comprehensive gold and the time during the sales period of the comprehensive gold, a score is recorded for the customer.

In the period of comprehensive gold sales, it is necessary to judge whether it is necessary to change the life cycle status of the customer to the next stage, that is, the insurance sales period, to judge the following two conditions at the same time: First, the customer is at least completed in the comprehensive sales period. One comprehensive gold sales; second, meet the third time conditions. The third time condition may be that the preset time length is reached. For example, the duration of the customer's sales period in the comprehensive gold period preferably defines that the customer enters the comprehensive gold sales period by more than the preset time as the third time condition.

Step 051, determining whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if so, maintaining the customer for the insurance sales period and recalculating the service times and the fourth time condition, And repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time. At the same time, according to the customer's completed number of comprehensive gold sales, the number of insurance sales, and the time during the insurance sales period, a score is recorded for the customer.

In the insurance sales period, it is necessary to judge whether it is necessary to reset the customer's situation during the insurance sales period, and to satisfy the following two conditions as the basis for judgment: First, the customer is accumulatively completed at least once in the insurance sales period; Meet the fourth time condition. Preferably, the above condition 1 further comprises completing at least one comprehensive gold sales service. The fourth time condition may be that the preset time period is reached. For example, the duration of the customer's insurance sales period, preferably defining the customer entering the insurance sales period exceeding the preset time as the fourth time condition.

Step 06, according to the customer's time in the establishment of the relationship period, the free service period, the comprehensive sales period and the insurance sales period, the number of contacts, the number of free services, the number of comprehensive sales, the number of insurance sales, that is, according to the stage score of each stage, Rate this customer. The scoring mechanism is more conducive to the seat of the intuitive customer situation, but also provides the agent through the score as a screening condition to sort out the customers needed for the seat. If the determination in step 051 is YES, that is, the customer has cycled in the last stage, the customer is scored according to the time, the number of repetitions, the number of comprehensive sales, and the number of insurance sales of the customer in the insurance sales period.

The serial numbers of the embodiments of the present application are merely for the description, and do not represent the advantages and disadvantages of the embodiments.

Through the description of the above embodiments, those skilled in the art can clearly understand that the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better. Implementation.

The above is only a preferred embodiment of the present application, and is not intended to limit the scope of the patent application, and the equivalent structure or equivalent process transformations made by the specification and the drawings of the present application, or directly or indirectly applied to other related technical fields. The same is included in the scope of patent protection of this application.

Claims

A customer life management method based on a life cycle state, wherein the life cycle state includes a relationship establishment period, a free service period, a comprehensive sales period, and an insurance sales period, and the customer management method includes the following steps:

Step 01, determining whether the customer is a new customer, if yes, defining the customer as establishing a relationship period, if otherwise, performing step 02;

Step 02, it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed;

Step 021: Determine whether the customer has been contacted and whether the first time condition is met during the establishment relationship period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle of the customer. Status and prompt to contact the customer or / and wait until the preset time;

Step 03, it is determined whether the customer is in the free service period, if yes, step 031 is performed, otherwise step 04 is performed;

Step 031, determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to a comprehensive sales period, if not changing the customer otherwise Lifecycle status and prompt to provide free service or / and wait until the preset time;

Step 04, it is determined whether the customer is in the comprehensive gold sales period, if yes, step 041 is performed, otherwise step 05;

Step 041, determining whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive gold sales period, and if so, changing the life cycle status of the customer to the insurance sales period, if not changing otherwise Describe the customer's lifecycle status and prompt to provide a comprehensive sales service or/and wait until the preset time;

Step 05, it is determined whether the customer is in the insurance sales period, if yes, step 051;

Step 051: Determine whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if yes, keep the customer for the insurance sales period and recalculate the service number and the number Four time conditions, and repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
The customer management method according to claim 1, wherein the step 021 comprises determining whether the customer has been touched and whether the first contact date distance exceeds a preset time.
The client management method according to claim 2, wherein the step 031 comprises determining whether the client has completed at least one free service and whether the free service period exceeds a preset time.
The customer management method according to claim 3, wherein the step 041 comprises: determining whether the customer has completed at least one comprehensive gold sales service and entering the comprehensive gold sales period exceeds a preset time.
The customer management method according to claim 4, wherein the step 051 comprises: determining whether the customer has completed at least one comprehensive gold sales service and at least one insurance sales service during the insurance sales period, and whether the insurance sales period exceeds The preset time, if yes, keep the customer for the insurance sales period and recalculate the entry time and number of services, and repeat this step, if otherwise prompted to provide comprehensive sales service, provide insurance sales service or / and wait until the preset time.
The customer management method according to claim 1, wherein the customer management method further comprises a step 06, according to the time, the number of contacts, the number of contacts, the number of contacts in the relationship period, the free service period, the comprehensive sales period, and the insurance sales period. The number of free services, the number of comprehensive sales, and the number of insurance sales, the customer is scored.
The customer management method according to claim 6, wherein the step 06 further comprises: if the determination in step 051 is YES, according to the time of the customer in the insurance sales period, the number of repetitions, the number of comprehensive sales, and the number of insurance sales, The customer scores.
A customer management system, characterized in that it comprises:

The customer life cycle status judgment module is suitable for judging whether the customer is a new customer; whether it is in the establishment of the relationship period; whether it is in the free service period; whether it is in the comprehensive sales period; whether it is in the insurance sales period;

The customer service status judgment module is suitable for judging whether the customer has been contacted; whether to complete at least one free service; whether to complete at least one comprehensive gold sales service; whether to complete at least one insurance sales service;

The customer status time calculation module is adapted to determine whether the customer satisfies the first time condition during the establishment of the relationship period; whether the second time condition is satisfied during the free service period; whether the third time condition is met during the comprehensive sales period; and the insurance sales Whether the fourth time condition is met during the period;

The customer lifecycle state change module is adapted to define a relationship period when the customer is a new customer; change the life cycle state of the customer to a free service when it is judged that the customer is contacted during the establishment relationship period and meets the first time condition. Change the customer's life cycle status to the comprehensive sales period when it is judged that the customer is in the free service period and meets the second time condition; at least one comprehensive gold sales service is completed during the judgment of the customer in the comprehensive sales period. And when the third time condition is met, the customer's life cycle state is changed to the insurance sales period; when the customer is judged to be at least one insurance sales service during the insurance sales period and the fourth time condition is met, the customer is kept in the insurance sales period and the service number is recalculated. And the fourth time condition;

The customer status prompting module is adapted to promptly contact the customer when the customer does not meet the status change, provide free service, prompt to provide the comprehensive gold sales service, prompt to provide insurance sales service or / and prompt to wait until the preset time.
A computer device, comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the program to implement the following steps:

Step 01, determining whether the customer is a new customer, if yes, defining the customer as establishing a relationship period, if otherwise, performing step 02;

Step 02, it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed;

Step 021: Determine whether the customer has been contacted and whether the first time condition is met during the establishment relationship period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle of the customer. Status and prompt to contact the customer or / and wait until the preset time;

Step 03, it is determined whether the customer is in the free service period, if yes, step 031 is performed, otherwise step 04 is performed;

Step 031, determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to a comprehensive sales period, if not changing the customer otherwise Lifecycle status and prompt to provide free service or / and wait until the preset time;

Step 04, it is determined whether the customer is in the comprehensive gold sales period, if yes, step 041 is performed, otherwise step 05;

Step 041, determining whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive gold sales period, and if so, changing the life cycle status of the customer to the insurance sales period, if not changing otherwise Describe the customer's lifecycle status and prompt to provide a comprehensive sales service or/and wait until the preset time;

Step 05, it is determined whether the customer is in the insurance sales period, if yes, step 051;

Step 051: Determine whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if yes, keep the customer for the insurance sales period and recalculate the service number and the number Four time conditions, and repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
The computer apparatus according to claim 9, wherein the step 021 comprises determining whether the customer has been touched and whether the first contact date distance exceeds a preset time.
The computer device according to claim 10, wherein the step 031 comprises determining whether the client has completed at least one free service and whether the free service period has exceeded a preset time.
The computer device according to claim 11, wherein the step 041 comprises determining whether the customer has completed at least one comprehensive gold sales service and whether the entry into the comprehensive gold sales period exceeds a preset time.
The computer device according to claim 12, wherein the step 051 comprises: determining whether the customer has completed at least one comprehensive gold sales service and at least one insurance sales service during the insurance sales period, and whether the insurance sales period exceeds the pre-payment period. Set the time, if yes, keep the customer for the insurance sales period and recalculate the entry time and number of services, and repeat this step, if otherwise prompted to provide comprehensive sales service, provide insurance sales service or / and wait until the preset time.
The computer device according to claim 9, wherein the customer management method further comprises a step 06, according to the time, the number of contacts, and the free time of the customer in establishing the relationship period, the free service period, the comprehensive sales period, and the insurance sales period The number of services, the number of comprehensive sales, and the number of insurance sales, the customer is scored.
A computer readable storage medium having stored thereon a computer program, wherein the program is executed by a processor to implement the following steps:

Step 01, determining whether the customer is a new customer, if yes, defining the customer as establishing a relationship period, if otherwise, performing step 02;

Step 02, it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed;

Step 021: Determine whether the customer has been contacted and whether the first time condition is met during the establishment relationship period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle of the customer. Status and prompt to contact the customer or / and wait until the preset time;

Step 03, it is determined whether the customer is in the free service period, if yes, step 031 is performed, otherwise step 04 is performed;

Step 031, determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to a comprehensive sales period, if not changing the customer otherwise Lifecycle status and prompt to provide free service or / and wait until the preset time;

Step 04, it is determined whether the customer is in the comprehensive gold sales period, if yes, step 041 is performed, otherwise step 05;

Step 041, determining whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive gold sales period, and if so, changing the life cycle status of the customer to the insurance sales period, if not changing otherwise Describe the customer's lifecycle status and prompt to provide a comprehensive sales service or/and wait until the preset time;

Step 05, it is determined whether the customer is in the insurance sales period, if yes, step 051;

Step 051: Determine whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if yes, keep the customer for the insurance sales period and recalculate the service number and the number Four time conditions, and repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
The computer readable storage medium of claim 15, wherein the step 021 comprises determining whether the customer has been touched and whether the first contact date of the current date exceeds a preset time.
The computer readable storage medium of claim 16, wherein the step 031 comprises determining whether the customer has completed at least one free service and whether the free service period has exceeded a preset time.
The computer readable storage medium according to claim 17, wherein the step 041 comprises determining whether the customer has completed at least one comprehensive gold sales service and whether the entry into the comprehensive gold sales period exceeds a preset time.
The computer readable storage medium according to claim 18, wherein the step 051 comprises: determining whether the customer has completed at least one comprehensive gold sales service and at least one insurance sales service during the insurance sales period, and enters the insurance sales period. Whether the preset time is exceeded, if yes, keep the customer as the insurance sales period and recalculate the entry time and service times, and repeat this step, if otherwise, prompt to provide comprehensive sales service, provide insurance sales service or / and wait until preset time.
The computer readable storage medium according to claim 15, wherein the customer management method further comprises a step 06 of contacting the customer according to the time in the establishment of the relationship period, the free service period, the comprehensive sales period, and the insurance sales period. The number of times, the number of free services, the number of comprehensive sales, and the number of insurance sales, the customer is scored.