WO2019080425A1 - 客户评分方法、系统、计算机设备及存储介质 - Google Patents

客户评分方法、系统、计算机设备及存储介质

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Publication number
WO2019080425A1
WO2019080425A1 PCT/CN2018/077414 CN2018077414W WO2019080425A1 WO 2019080425 A1 WO2019080425 A1 WO 2019080425A1 CN 2018077414 W CN2018077414 W CN 2018077414W WO 2019080425 A1 WO2019080425 A1 WO 2019080425A1
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Prior art keywords
score
customer
scoring
app
behavior
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Ceased
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PCT/CN2018/077414
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English (en)
French (fr)
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李洋
彭青龙
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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

Definitions

  • the present application relates to the field of customer scoring technology, and in particular, to a customer scoring method, system, computer device and storage medium.
  • 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.
  • the existing agent system often adds the basic information and behavior characteristics of the customer to help the agent to conduct customer screening, management and analysis, but there is no more intuitive data similar to the rating displayed to the agent.
  • the purpose of the present application is to provide a customer scoring method, system, computer device and storage medium for solving the problems existing in the prior art.
  • the present application provides a customer rating method including a customer base rating, a customer relationship rating, and a customer behavior rating, including the following steps:
  • Step 01 the customer's customer basic information is scored, including the purchasing ability score and the company relationship score, the purchasing ability score includes an age score and an annual premium score, and the company relationship score includes an orphan single time score, a valid policy score and Score across the company series;
  • step 02 the customer's customer relationship letter is scored, including the customer's agent score and the agent's score on the customer;
  • the customer behavior information is scored, including APP behavior score, telephone behavior score, activity participation score, comprehensive purchase score, and insurance purchase score, and the APP behavior score includes the target APP registration score, the APP activity score, and the APP binding.
  • the seat score, the phone behavior score includes the IB answer score and the OB duration score;
  • Step 04 Calculate the customer's customer base score, customer relationship score, and customer behavior score to obtain the customer score.
  • the present application also provides a customer scoring system, which includes:
  • the customer base scoring module is adapted to obtain a customer base score based on the purchasing ability score and the company relationship score, the purchasing ability score including the age score and the annual premium total score, and the company relationship score including the orphan single time score, the effective policy score and Score across the company series;
  • the customer relationship rating module is adapted to score the customer relationship according to the customer's agent score and the agent's score on the customer;
  • the customer behavior scoring module is adapted to obtain a customer behavior score based on the APP behavior score, the telephone behavior score, the activity participation score, the comprehensive purchase score, and the insurance purchase score;
  • the customer scoring module is suitable for calculating the customer score based on the customer base score, the customer relationship score, and the customer behavior score.
  • the present application also provides a computer device including 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 method of the customer scoring method step:
  • the customer score includes a customer base score, a customer relationship score, and a customer behavior score
  • Step 01 the customer's customer basic information is scored, including the purchasing ability score and the company relationship score, the purchasing ability score includes an age score and an annual premium score, and the company relationship score includes an orphan single time score, a valid policy score and Score across the company series;
  • step 02 the customer's customer relationship letter is scored, including the customer's agent score and the agent's score on the customer;
  • the customer behavior information is scored, including APP behavior score, telephone behavior score, activity participation score, comprehensive purchase score, and insurance purchase score, and the APP behavior score includes the target APP registration score, the APP activity score, and the APP binding.
  • the seat score, the phone behavior score includes the IB answer score and the OB duration score;
  • Step 04 Calculate the customer's customer base score, customer relationship score, and customer behavior score to obtain the customer score.
  • 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 of a customer scoring method:
  • the customer score includes a customer base score, a customer relationship score, and a customer behavior score
  • Step 01 the customer's customer basic information is scored, including the purchasing ability score and the company relationship score, the purchasing ability score includes an age score and an annual premium score, and the company relationship score includes an orphan single time score, a valid policy score and Score across the company series;
  • step 02 the customer's customer relationship letter is scored, including the customer's agent score and the agent's score on the customer;
  • the customer behavior information is scored, including APP behavior score, telephone behavior score, activity participation score, comprehensive purchase score, and insurance purchase score, and the APP behavior score includes the target APP registration score, the APP activity score, and the APP binding.
  • the seat score, the phone behavior score includes the IB answer score and the OB duration score;
  • step 04 the customer's customer base score, customer relationship score, and customer behavior score are calculated to obtain the customer score.
  • the customer scoring method, system, computer equipment and storage medium provided by the present application comprehensively calculate the customer score by separately calculating the scores of the plurality of relevant factors in the customer base score, the customer relationship score, and the customer behavior score, and further provide the multi-dimensional
  • the map and potential business analysis provide an intuitive data for the agent to reflect the customer's situation, making it easy for agents to conduct customer screening, management and analysis.
  • Embodiment 1 is a flow chart of Embodiment 1 of a customer scoring method of the present application
  • FIG. 2 is a schematic diagram of a program module of Embodiment 1 of the customer scoring system of the present application;
  • Embodiment 1 of the customer scoring system of the present application
  • FIG. 4 is a flowchart of Embodiment 2 of the customer scoring method of the present application.
  • the customer scoring method, system, computer equipment and storage medium provided by the present application are applicable to the insurance business field, and provide the customer with a score based on multi-factor analysis.
  • This application calculates customer scores by comprehensively calculating the scores of multiple relevant factors in the customer base score, customer relationship score, and customer behavior score, and further provides multi-dimensional maps and potential business analysis, providing an intuitive data for the agents. To reflect the customer's situation, it is convenient for agents to conduct customer screening, management and analysis.
  • the customer score includes a customer base score, a customer relationship score, and a customer behavior score
  • the customer scoring method specifically includes the following steps:
  • Step 01 the customer's customer basic information is scored, including the purchasing ability score and the company relationship score, the purchasing ability score includes an age score and an annual premium score, and the company relationship score includes an orphan single time score, a valid policy score and Score across the company series.
  • the age score includes calculating the score standard according to different sections of the customer's age as the criterion; the annual premium total score includes calculating the score standard according to different sections of the customer's total annual premium payment; becoming the orphan single time
  • the scoring includes calculating the scoring criteria according to the different sections of the customer's orphaned time; the effective policy score includes calculating the scoring standard according to the different sections of the customer's current effective policy number; the cross-company series
  • the score includes calculating the scoring criteria based on different segments of the customer's current effective business involving the number of different business types of the company.
  • Table 1 The calculation method of the customer base score in the present embodiment is illustrated by Table 1.
  • the total score of the purchasing ability score is 1.5 points
  • the total score of the company relationship score is 1.5
  • the total score of the customer base score is 3 points.
  • Company A wants to rate its customer Zhang San, Zhang San is 36 years old, and the annual premium is 11,000 yuan, which is 3.5 months for orphans.
  • step 02 the customer's customer relationship letter is scored, including the customer's agent rating and the agent's rating of the customer.
  • the client's agent score includes the different criteria of the client's agent score as the criterion to calculate the score standard; the agent scores the customer including the different sections scored by the agent as the criterion to calculate the score standard.
  • the calculation method of the customer relationship relationship score in the present embodiment is illustrated by Table 2.
  • the customer's total score for the agent is 1 point
  • the agent's total score for the customer is 1 point
  • the customer relationship score is 2 points.
  • Zhang San’s latest rating for the agent service is 5 points
  • the agent’s rating for Zhang San in the system is 9 points.
  • the customer behavior information is scored, including APP behavior score, telephone behavior score, activity participation score, comprehensive purchase score, and insurance purchase score, and the APP behavior score includes the target APP registration score, the APP activity score, and the APP binding.
  • the seat score, the phone behavior score includes the IB answer score and the OB duration score.
  • the APP registration score includes calculating a score standard according to whether the client registers the specific APP as a criterion;
  • the APP activity score includes calculating the score according to different sections of the specific APP frequency used by the customer within a preset time period.
  • Standard APP binding agent score includes calculating the score standard according to whether the customer binds the account manager and/or product manager in the APP as the criterion;
  • the IB answer score includes the cumulative number of successful calls received by the customer within the preset time period.
  • the different sections are used as the criterion to calculate the scoring criteria;
  • the OB duration score includes the scores calculated according to the different sections of the total call duration of the call within the preset time period;
  • the activity participation score includes the default time by the customer.
  • the different sections of the cumulative number of participating activities in the segment are used as the criterion to calculate the scoring criteria;
  • the comprehensive purchase score includes the calculation of the scoring standard according to the different sections of the customer's current effective integrated financial product quantity; the insurance purchase rating Including the number of insurance products purchased by the customer in the company Section as standard criteria to calculate the score.
  • the calculation method of the customer behavior score in the present embodiment is illustrated by Table 3.
  • the total score of the APP behavior score is 5 points
  • the total score of the telephone behavior score is 5 points
  • the total score of the activity participation score is 5 points
  • the total score of the comprehensive purchase score is 10 points
  • the insurance purchase score is The total score is 15 points
  • the total score of customer behavior is 40 points.
  • Step 04 Calculate the customer's customer base score, customer relationship score, and customer behavior score to obtain the customer score.
  • the customer score is the sum of the customer base score, the customer relationship score, and the customer behavior score.
  • a customer scoring system is illustrated.
  • the customer scoring 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 customer scoring 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 customer scoring system 10 in a storage medium. The following description will specifically describe the functions of each program module of this embodiment:
  • the customer base scoring module 11 is adapted to obtain a customer base score according to the purchasing ability score and the company relationship score, and the purchasing ability score includes an age score and an annual premium total score, and the company relationship score includes an orphan single time score and a valid policy score. And cross-company series scores;
  • the customer relationship scoring module 12 is adapted to score the customer relationship according to the customer's agent score and the agent's score on the customer;
  • the customer behavior scoring module 13 is adapted to obtain a customer behavior score according to the APP behavior score, the telephone behavior score, the activity participation score, the comprehensive purchase score, and the insurance purchase score;
  • the customer scoring module 14 is adapted to calculate the customer score according to the customer base score, the customer relationship score, and the customer behavior score.
  • the customer scoring system 10 further includes a customer details multi-dimensional map module adapted to obtain a multi-dimensional map of customer details based on customer ratings and individual scores.
  • the customer scoring system 10 further includes a potential opportunity analysis module adapted to analyze the customer's potential business opportunities based on the customer rating and each individual score, or analyze the customer's rating based on the customer rating, each individual rating, and the customer's last rating. Potential business opportunities.
  • the customer scoring system 10 further includes a task establishing module adapted to establish a task that is appropriate for the potential opportunity for the agent corresponding to the customer based on the potential opportunity.
  • 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.
  • 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.
  • memory 21 may be an internal storage unit of computer device 20, such as a hard disk or memory of computer device 20.
  • 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.
  • the memory 21 can also include both internal storage units of the computer device 20 as well as external storage devices thereof.
  • 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 customer scoring 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.
  • the processor 22 is configured to run program code or process data stored in the memory 21, such as running the customer scoring system 10 and 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 the present embodiment is for storing the customer scoring system 10, and when executed by the processor, implements the customer scoring method of the first embodiment.
  • the customer scoring method of this embodiment is based on the first embodiment, and includes the following steps:
  • Step 01 the customer's customer basic information is scored, including the purchasing ability score and the company relationship score, the purchasing ability score includes an age score and an annual premium score, and the company relationship score includes an orphan single time score, a valid policy score and Score across the company series.
  • the age score includes calculating the score standard according to different sections of the customer's age as the criterion; the annual premium total score includes calculating the score standard according to different sections of the customer's total annual premium payment; becoming the orphan single time
  • the scoring includes calculating the scoring criteria according to the different sections of the customer's orphaned time; the effective policy score includes calculating the scoring standard according to the different sections of the customer's current effective policy number; the cross-company series
  • the score includes calculating the scoring criteria based on different segments of the customer's current effective business involving the number of different business types of the company.
  • step 02 the customer's customer relationship letter is scored, including the customer's agent rating and the agent's rating of the customer.
  • the client's agent score includes the different criteria of the client's agent score as the criterion to calculate the score standard; the agent scores the customer including the different sections scored by the agent as the criterion to calculate the score standard.
  • the customer behavior information is scored, including APP behavior score, telephone behavior score, activity participation score, comprehensive purchase score, and insurance purchase score, and the APP behavior score includes the target APP registration score, the APP activity score, and the APP binding.
  • the seat score, the phone behavior score includes the IB answer score and the OB duration score.
  • the APP registration score includes calculating a score standard according to whether the client registers the specific APP as a criterion;
  • the APP activity score includes calculating the score according to different sections of the specific APP frequency used by the customer within a preset time period.
  • Standard APP binding agent score includes calculating the score standard according to whether the customer binds the account manager and/or product manager in the APP as the criterion;
  • the IB answer score includes the cumulative number of successful calls received by the customer within the preset time period.
  • the different sections are used as the criterion to calculate the scoring criteria;
  • the OB duration score includes the scores calculated according to the different sections of the total call duration of the call within the preset time period;
  • the activity participation score includes the default time by the customer.
  • the different sections of the cumulative number of participating activities in the segment are used as the criterion to calculate the scoring criteria;
  • the comprehensive purchase score includes the calculation of the scoring standard according to the different sections of the customer's current effective integrated financial product quantity; the insurance purchase rating Including the number of insurance products purchased by the customer in the company Section as standard criteria to calculate the score.
  • Step 04 Calculate the customer's customer base score, customer relationship score, and customer behavior score to obtain the customer score.
  • the customer score is the sum of the customer base score, the customer relationship score, and the customer behavior score.
  • the customer base score, the customer relationship score, and the customer behavior score may be weighted according to the actual needs of the company.
  • Step 05 according to the obtained customer score and each individual score, obtain a multi-dimensional map of the customer details, and analyze the potential business opportunities of the customer.
  • the multidimensional map can more intuitively understand the specific situation of the customer, such as which aspects have achieved high scores and which areas still have space and business opportunities.
  • Step 06 According to the obtained potential business opportunity, establish a task suitable for the potential business opportunity for the agent corresponding to the customer. Agents can continue to communicate with customers according to their tasks, customer scores, individual scores and multi-dimensional maps, so that customers can purchase products.
  • Step 07 Compare the customer's last rating based on the obtained customer score and each individual score, and analyze the potential business opportunities of the customer. You can visually understand which aspects of the customer's scores have been reduced, and which aspects of the scores have increased, so as to analyze the reasons for the reduction or improvement, and then explore potential business opportunities.

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Abstract

本申请提供的客户评分方法、系统、计算机设备及存储介质，通过分别计算客户基础评分、客情关系评分、客户行为评分中多个相关因子的评分，综合得出客户评分，并进一步地提供多维图谱及潜在商机分析，为坐席提供了一个直观的数据来反映客户的情况，便于坐席进行客户筛选、管理和分析。

Description

客户评分方法、系统、计算机设备及存储介质
本申请申明享有2017年10月26日递交的申请号为CN 2017110307113、名称为“客户评分方法、系统、计算机设备及存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及客户评分技术领域，尤其涉及一种客户评分方法、系统、计算机设备及存储介质。
背景技术
呼叫中心系统作为企业和用户终端保持紧密联系的无形服务窗口，在产品宣传、产品销售、技术支持、售后服务、咨询和投诉等方面起着越来越重要的作用，在企业的经营活动中扮演着越来越重要的角色。
坐席服务是呼叫中心系统为客户提供服务的一种重要方式，坐席服务是指坐席人员通过呼叫中心的支撑系统为客户提供相应的服务的过程。
现有坐席系统往往会对客户的基本信息、行为特征等进行添加标签，以助于坐席进行客户筛选、管理和分析，但是没有一个类似于评分的更加直观的数据显示给坐席看。
发明内容
本申请的目的是提供一种客户评分方法、系统、计算机设备及存储介质，用于解决现有技术存在的问题。
为实现上述目的，本申请提供一种客户评分方法，所述客户评分包括客户基础评分、客情关系评分和客户行为评分，包括以下步骤：
步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分；
步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分；
步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
为实现上述目的，本申请还提供一种客户评分系统，其包括：
客户基础评分模块，适于根据购买能力评分和与公司关系评分得到客户基础评分，购买能力评分包括年龄评分和年缴保费合计评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
客情关系评分模块，适于根据客户对坐席评分和坐席对客户评分得到客情关系评分；
客户行为评分模块，适于根据APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分得到客户行为评分；
客户评分模块，适于根据客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
为实现上述目的，本申请还提供一种计算机设备，包括存储器、处理器以及存储在存储器上并可在处理器上运行的计算机程序，所述处理器执行所述程序时实现客户评分方法的以下步骤：
其中，所述客户评分包括客户基础评分、客情关系评分和客户行为评分；
步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分；
步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分；
步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
为实现上述目的，本申请还提供计算机可读存储介质，其上存储有计算机程序，所述程序被处理器执行时实现客户评分方法的以下步骤：
其中，所述客户评分包括客户基础评分、客情关系评分和客户行为评分；
步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分；
步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分；
步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计 算得到客户评分。
本申请提供的客户评分方法、系统、计算机设备及存储介质，通过分别计算客户基础评分、客情关系评分、客户行为评分中多个相关因子的评分，综合得出客户评分，并进一步地提供多维图谱及潜在商机分析，为坐席提供了一个直观的数据来反映客户的情况，便于坐席进行客户筛选、管理和分析。
附图说明
图1为本申请客户评分方法实施例一的流程图；
图2为本申请客户评分系统实施例一的程序模块示意图；
图3为本申请客户评分系统实施例一的硬件结构示意图；
图4为本申请客户评分方法实施例二的流程图。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅用以解释本申请，并不用于限定本申请。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
本申请提供的客户评分方法、系统、计算机设备及存储介质，适用于保险业务领域，为坐席提供基于多因子分析而得到的客户评分。本申请通过分别计算客户基础评分、客情关系评分、客户行为评分中多个相关因子的评分，综合得出客户评分，并进一步地提供多维图谱及潜在商机分析，为坐席提供了一个直观的数据来反映客户的情况，便于坐席进行客户筛选、管理和分析。
实施例一
请参阅图1，本实施例的一种基于生命周期状态的客户评分方法中，客户评分包括客户基础评分、客情关系评分和客户行为评分，该客户评分方法具体包括以下步骤：
步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分。
本步骤中，年龄评分包括按客户年龄的不同区段作为评判标准来计算得分标准；年缴保费合计评分包括按客户合计年缴保费的不同区段作为评判标准来计算得分标准；成为孤儿单时长评分包括按客户成为孤儿单时间长短的不同区段作为评判标准来计算得分标准；有效保单数评分包括按客户在该公司当前有效保单数量的不同区段作为评判标准来计算得分标准；跨公司系列数评分包括按客户当前有效业务涉及该公司不同业务类型数量的不同区段作为评判标准来计算得分标准。通过表1举例说明本实施例中客户基础评分的计算方法。
表1 客户基础评分的各因子评分方法
Figure PCTCN2018077414-appb-000001
Figure PCTCN2018077414-appb-000002
如表1所示，购买能力评分的总分为1.5分，与公司关系评分的总分为1.5份，客户基础评分的总分为3分。举例而言，A公司要对其客户张三进行客户评分，张三今年36岁，年缴纳保费合计1.1万元，成为孤儿单时长3.5个月，当前在A公司的有效保单数3个，当前在A公司有效业务涉及A公司2个业务类型，则对张三的客户基础评分记为1+0.5+0.3+0.5+0.5＝2.8分。
步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分。
本步骤中，客户对坐席评分包括按客户给坐席评分的不同区段作为评判标准来计算得分标准；坐席对客户评分包括按坐席给客户评分的不同区段作为评判标准来计算得分标准。通过表2举例说明本实施例中客户客情关系评分的计算方法。
表2 客情关系评分的各因子评分方法
Figure PCTCN2018077414-appb-000003
Figure PCTCN2018077414-appb-000004
如表2所示，客户对坐席评分的总分为1分，坐席对客户评分的总分为1分，客情关系评分的总分为2分。继续以上述示例为例，张三最近一次对坐席服务后的评分为5分，坐席在其系统中对张三的评分为9分，则对张三的客情关系评分记为1+1＝2分。
步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分。
本步骤中，APP注册评分包括按客户对特定APP是否注册作为评判标准来计算得分标准；APP活跃次数评分包括按客户在预设时间段内使用特定APP频率的不同区段作为评判标准来计算得分标准；APP绑定坐席评分包括按客户在APP中是否绑定客户经理和/或产品经理作为评判标准来计算得分标准；IB接听评分包括按客户在预设时间段内被内呼累计成功接听次数的不同区段作为评判标准来计算得分标准；OB时长评分包括按客户在预设时间段内外呼总通话时长的不同区段作为评判标准来计算得分标准；活动参与评分包括按客户在预设时间段内累计参与活动个数的不同区段作为评判标准来计算得分标准；综金购买评分包括按客户在该公司当前有效综合金融产品数量的不同区段作为评判标准来计算得分标准；保险购买评分包括按客户在该公司累计购买保险产品数量的不同区段作为评判标准来计算得分标准。通过表3举例说明本实施例中客户行为评分的计算方法。
表3 客户行为评分的各因子评分方法
Figure PCTCN2018077414-appb-000005
Figure PCTCN2018077414-appb-000006
如表3所示，APP行为评分的总分为5分，电话行为评分的总分为5分，活动参与评分的总分为5分，综金购买评分的总分为10分，保险购买评分的总分为15分，客户行为评分的总分为40分。继续以上述示例为例，张三已安装并注册A公司的名为XX的APP，近6个月使用该APP次数为3次，通过APP绑定了客户经理但未绑定产品经理，累计成功接听坐席电话5次，主动进线通话10分钟，累计参与A公司相关活动2次，当前在A公司购买的有效理财产品2个，当前在A公司累计购买健康险和车险各2次，则对张三的客户行为评分记为1+1.2+1+2+2.5+2+4+12＝25.7分。
步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
本步骤中，客户评分为客户基础评分、客情关系评分、客户行为评分的加和。在其他实施例中，可以对客户基础评分、客情关系评分、客户行为评分根据公司实际需要按权重加和。以上述示例为例，A公司对客户评分的总分为3+2+40＝45分，则客户张三的客户评分为2.8+2+25.7＝30.5分。
请继续参阅图2，示出了一种客户评分系统，在本实施例中，客户评分系统10可以被分割成一个或多个程序模块，一个或者多个程序模块被存储于存储介质中，并由一个或多个处理器所执行，以完成本申请，并可实现上述客户评分方法。本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段，比程序本身更适合于描述客户评分系统10在存储介质中的执行过程。以下描述将具体介绍本实施例各程序模块的功能：
客户基础评分模块11，适于根据购买能力评分和与公司关系评分得到客户基础评分，购买能力评分包括年龄评分和年缴保费合计评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
客情关系评分模块12，适于根据客户对坐席评分和坐席对客户评分得到客情关系评分；
客户行为评分模块13，适于根据APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分得到客户行为评分；
客户评分模块14，适于根据客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
在其他实施例中，客户评分系统10还包括客户详情多维图谱模块，适于根据客户评分及各单项评分得到客户详情多维图谱。
在其他实施例中，客户评分系统10还包括潜在商机分析模块，适于根据客户评分及各单项评分分析客户的潜在商机，或根据客户评分、各单项评分以及该客户的上一次评分分析客户的潜在商机。
在其他实施例中，客户评分系统10还包括任务建立模块，适于根据潜在商机，为该客户所对应的坐席建立与该潜在商机相适应的任务。
本实施例还提供一种计算机设备，如可以执行程序的智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机柜式服务器(包括独立的服务器，或者多个服务器所组成的服务器集群)等。本实施例的计算机设备20至少包括但不限于：可通过系统总线相互通信连接的存储器21、处理器22，如图3所示。需要指出的是，图3仅示出了具有组件21-22的计算机设备20，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
本实施例中，存储器21(即可读存储介质)包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随 机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，存储器21可以是计算机设备20的内部存储单元，例如该计算机设备20的硬盘或内存。在另一些实施例中，存储器21也可以是计算机设备20的外部存储设备，例如该计算机设备20上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，存储器21还可以既包括计算机设备20的内部存储单元也包括其外部存储设备。本实施例中，存储器21通常用于存储安装于计算机设备20的操作系统和各类应用软件，例如实施例二的客户评分系统10的程序代码等。此外，存储器21还可以用于暂时地存储已经输出或者将要输出的各类数据。
处理器22在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器22通常用于控制计算机设备20的总体操作。本实施例中，处理器22用于运行存储器21中存储的程序代码或者处理数据，例如运行客户评分系统10等。
本实施例还提供一种计算机可读存储介质，如闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘、服务器、App应用商城等等，其上存储有计算机程序，程序被处理器执行时实现相应功能。本实施例的计算机可读存储介质用于存储客户评分系统10，被处理器执行时实现实施例一的客户评分方法。
实施例二
请参阅图4，本实施例的客户评分方法以实施例一为基础，包括以下步骤：
步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分。
本步骤中，年龄评分包括按客户年龄的不同区段作为评判标准来计算得分标准；年缴保费合计评分包括按客户合计年缴保费的不同区段作为评判标准来计算得分标准；成为孤儿单时长评分包括按客户成为孤儿单时间长短的不同区段作为评判标准来计算得分标准；有效保单数评分包括按客户在该公司当前有效保单数量的不同区段作为评判标准来计算得分标准；跨公司系列数评分包括按客户当前有效业务涉及该公司不同业务类型数量的不同区段作为评判标准来计算得分标准。
步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分。
本步骤中，客户对坐席评分包括按客户给坐席评分的不同区段作为评判标准来计算得分标准；坐席对客户评分包括按坐席给客户评分的不同区段作为评判标准来计算得分标准。
步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分。
本步骤中，APP注册评分包括按客户对特定APP是否注册作为评判标准来计算得分标准；APP活跃次数评分包括按客户在预设时间段内使用特定APP频率的不同区段作为评判标准来计算得分标准；APP绑定坐席评分包括按客户在APP中是否绑定客户经理和/或产品经理作为评判标准来计算得分标准；IB接听评分包括按客户在预设时间段内被内呼累计成功接听次数的不同区段作为评判标准来计算得分标准；OB时长评分包括按客户在预设时间段内外呼总通话时长的不同区段作为评判标准来计算得分标准；活动参与评分包 括按客户在预设时间段内累计参与活动个数的不同区段作为评判标准来计算得分标准；综金购买评分包括按客户在该公司当前有效综合金融产品数量的不同区段作为评判标准来计算得分标准；保险购买评分包括按客户在该公司累计购买保险产品数量的不同区段作为评判标准来计算得分标准。
步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
本步骤中，客户评分为客户基础评分、客情关系评分、客户行为评分的加和。在其他实施例中，可以对客户基础评分、客情关系评分、客户行为评分根据公司实际需要按权重加和。
步骤05，根据得到的客户评分及各单项评分，得到客户详情多维图谱，并分析客户的潜在商机。多维图谱可以更直观地了解该客户的具体情况，比如哪些方面取得了高分，哪些方面还存在空间和商机。
步骤06，根据得到的潜在商机，为该客户所对应的坐席建立与该潜在商机相适应的任务。坐席可以根据任务，对照客户评分、单项评分及多维图谱，有针对性地与客户继续沟通，促使客户购买产品。
步骤07，根据得到的客户评分及各单项评分，比较该客户的上一次评分，并分析客户的潜在商机。可以直观了解到客户哪些方面分数降低了，哪些方面分数提高了，从而分析降低或提高的原因，进而挖掘潜在商机。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种客户评分方法，其特征在于，所述客户评分包括客户基础评分、客情关系评分和客户行为评分，所述客户评分方法包括以下步骤：
    步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
    步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分；
    步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分；
    步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
  2. 根据权利要求1所述的客户评分方法，其特征在于：步骤01中年龄评分包括按客户年龄的不同区段作为评判标准来计算得分标准；年缴保费评分包括按客户合计年缴保费的不同区段作为评判标准来计算得分标准；成为孤儿单时长评分包括按客户成为孤儿单时间长短的不同区段作为评判标准来计算得分标准；有效保单数评分包括按客户在该公司当前有效保单数量的不同区段作为评判标准来计算得分标准；跨公司系列数评分包括按客户当前有效业务涉及该公司不同业务类型数量的不同区段作为评判标准来计算得分标准；步骤02中客户对坐席评分包括按客户给坐席评分的不同区段作为评判标准来计算得分标准；坐席对客户评分包括按坐席给客户评分的不同区段作为评判标准来计算得分标准；步骤03中APP注册评分包括按客户对特定APP 是否注册作为评判标准来计算得分标准；APP活跃次数评分包括按客户在预设时间段内使用特定APP频率的不同区段作为评判标准来计算得分标准；APP绑定坐席评分包括按客户在APP中是否绑定客户经理和/或产品经理作为评判标准来计算得分标准；IB接听评分包括按客户在预设时间段内被内呼累计成功接听次数的不同区段作为评判标准来计算得分标准；OB时长评分包括按客户在预设时间段内外呼总通话时长的不同区段作为评判标准来计算得分标准；活动参与评分包括按客户在预设时间段内累计参与活动个数的不同区段作为评判标准来计算得分标准；综金购买评分包括按客户在该公司当前有效综合金融产品数量的不同区段作为评判标准来计算得分标准；保险购买评分包括按客户在该公司累计购买保险产品数量的不同区段作为评判标准来计算得分标准。
  3. 根据权利要求2所述的客户评分方法，其特征在于：步骤01中客户基础评分为购买能力评分、与公司关系评分的加和；步骤02中客情关系评分为客户对坐席评分、坐席对客户评分的加和；步骤03中客户行为评分为APP行为评分、电话行为评分、活动参与评分、综金购买评分、保险购买评分的加和；步骤04包括对客户的客户基础评分、客情关系评分和客户行为评分进行加和或按权重加和，得到客户评分。
  4. 根据权利要求1所述的客户评分方法，其特征在于：还包括步骤05，根据得到的客户评分及各单项评分，得到客户详情多维图谱，并分析客户的潜在商机。
  5. 根据权利要求4所述的客户评分方法，其特征在于：还包括步骤06，根据得到的潜在商机，为该客户所对应的坐席建立与该潜在商机相适应的任务。
  6. 根据权利要求5所述的客户评分方法，其特征在于：还包括步骤07，根据得到的客户评分及各单项评分，比较该客户的上一次评分，并分析客户的潜在商机。
  7. 一种客户评分系统，其特征在于，其包括：
    客户生命周期状态判断模块，适于判断客户是否为新客户；是否处于建立关系期；是否处于免费服务期；是否处于综金销售期；是否处于保险销售期；
    客户服务状态判断模块，适于判断客户是否被接触过；是否完成至少一次免费服务；是否完成至少一次综金销售服务；是否完成至少一次保险销售服务；
    客户状态时间计算模块，适于判断客户在建立关系期内是否满足第一时间条件；在免费服务期内是否满足第二时间条件；在综金销售期内是否满足第三时间条件；在保险销售期内是否满足第四时间条件；
    客户生命周期状态变更模块，适于在判断客户为新客户时定义其为建立关系期；在判断客户处于建立关系期内被接触过且满足第一时间条件时改变客户的生命周期状态为免费服务期；在判断客户处于免费服务期内完成至少一次免费服务且满足第二时间条件时改变客户的生命周期状态为综金销售期；在判断客户处于综金销售期内完成至少一次综金销售服务且满足第三时间条件时改变客户的生命周期状态为保险销售期；在判断客户处于保险销售期内完成至少一次保险销售服务且满足第四时间条件时保持客户为保险销售期并重新计算服务次数及第四时间条件；
    客户状态提示模块，适于在客户不满足状态变更的情况下提示接触客户、提供免费服务、提示提供综金销售服务、提示提供保险销售服务或/和提示等待至预设时间。
  8. 根据权利要求8所述的客户评分系统，其特征在于：还包括客户详情多维图谱模块，适于根据客户评分及各单项评分得到客户详情多维图谱。
  9. 根据权利要求9所述的客户评分系统，其特征在于：还包括潜在商机分析模块，适于根据客户评分及各单项评分分析客户的潜在商机，或根据客户评分、各单项评分以及该客户的上一次评分分析客户的潜在商机。
  10. 根据权利要求10所述的客户评分系统，其特征在于：还包括任务建立模块，适于根据潜在商机，为该客户所对应的坐席建立与该潜在商机相适应的任务。
  11. 一种计算机设备，计算机设备，包括存储器、处理器以及存储在存储器上并可在处理器上运行的计算机程序，所述处理器执行所述程序时实现客户评分方法的以下步骤：
    其中，所述客户评分包括客户基础评分、客情关系评分和客户行为评分；
    步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
    步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分；
    步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分；
    步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
  12. 根据权利要求11所述的计算机设备，其特征在于：步骤01中年龄评分包括按客户年龄的不同区段作为评判标准来计算得分标准；年缴保费评分包括按客户合计年缴保费的不同区段作为评判标准来计算得分标准；成为孤儿单时长评分包括按客户成为孤儿单时间长短的不同区段作为评判标准来计算得分标准；有效保单数评分包括按客户在该公司当前有效保单数量的不同区段作为评判标准来计算得分标准；跨公司系列数评分包括按客户当前有效业务涉及该公司不同业务类型数量的不同区段作为评判标准来计算得分标准；步骤02中客户对坐席评分包括按客户给坐席评分的不同区段作为评判标 准来计算得分标准；坐席对客户评分包括按坐席给客户评分的不同区段作为评判标准来计算得分标准；步骤03中APP注册评分包括按客户对特定APP是否注册作为评判标准来计算得分标准；APP活跃次数评分包括按客户在预设时间段内使用特定APP频率的不同区段作为评判标准来计算得分标准；APP绑定坐席评分包括按客户在APP中是否绑定客户经理和/或产品经理作为评判标准来计算得分标准；IB接听评分包括按客户在预设时间段内被内呼累计成功接听次数的不同区段作为评判标准来计算得分标准；OB时长评分包括按客户在预设时间段内外呼总通话时长的不同区段作为评判标准来计算得分标准；活动参与评分包括按客户在预设时间段内累计参与活动个数的不同区段作为评判标准来计算得分标准；综金购买评分包括按客户在该公司当前有效综合金融产品数量的不同区段作为评判标准来计算得分标准；保险购买评分包括按客户在该公司累计购买保险产品数量的不同区段作为评判标准来计算得分标准。
  13. 根据权利要求12所述的计算机设备，其特征在于：步骤01中客户基础评分为购买能力评分、与公司关系评分的加和；步骤02中客情关系评分为客户对坐席评分、坐席对客户评分的加和；步骤03中客户行为评分为APP行为评分、电话行为评分、活动参与评分、综金购买评分、保险购买评分的加和；步骤04包括对客户的客户基础评分、客情关系评分和客户行为评分进行加和或按权重加和，得到客户评分。
  14. 根据权利要求11所述的计算机设备，其特征在于：还包括步骤05，根据得到的客户评分及各单项评分，得到客户详情多维图谱，并分析客户的潜在商机；步骤06，根据得到的潜在商机，为该客户所对应的坐席建立与该潜在商机相适应的任务。
  15. 根据权利要求14所述的计算机设备，其特征在于：还包括步骤07，根据得到的客户评分及各单项评分，比较该客户的上一次评分，并分析客户的潜在商机。
  16. 一种计算机可读存储介质，其上存储有计算机程序，其特征在于：所述程序被处理器执行时实现客户评分方法的以下步骤：
    其中，所述客户评分包括客户基础评分、客情关系评分和客户行为评分；
    步骤01，对客户的客户基础信息进行评分，包括购买能力评分和与公司关系评分，购买能力评分包括年龄评分和年缴保费评分，与公司关系评分包括成为孤儿单时长评分、有效保单数评分和跨公司系列数评分；
    步骤02，对客户的客情关系信进行评分，包括客户对坐席评分和坐席对客户评分；
    步骤03，对客户的客户行为信息进行评分，包括APP行为评分、电话行为评分、活动参与评分、综金购买评分和保险购买评分，APP行为评分包括目标APP注册评分、APP活跃次数评分、APP绑定坐席评分，电话行为评分包括IB接听评分和OB时长评分；
    步骤04，对客户的客户基础评分、客情关系评分、客户行为评分进行计算得到客户评分。
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于：步骤01中年龄评分包括按客户年龄的不同区段作为评判标准来计算得分标准；年缴保费评分包括按客户合计年缴保费的不同区段作为评判标准来计算得分标准；成为孤儿单时长评分包括按客户成为孤儿单时间长短的不同区段作为评判标准来计算得分标准；有效保单数评分包括按客户在该公司当前有效保单数量的不同区段作为评判标准来计算得分标准；跨公司系列数评分包括按客户当前有效业务涉及该公司不同业务类型数量的不同区段作为评判标准来计算得分标准；步骤02中客户对坐席评分包括按客户给坐席评分的不同区段作为评判标准来计算得分标准；坐席对客户评分包括按坐席给客户评分的不同区段作为评判标准来计算得分标准；步骤03中APP注册评分包括按客户对特定APP是否注册作为评判标准来计算得分标准；APP活跃次数评分包括按客户在预设时间段内使用特定APP频率的不同区段作为评判标准来计算得分标 准；APP绑定坐席评分包括按客户在APP中是否绑定客户经理和/或产品经理作为评判标准来计算得分标准；IB接听评分包括按客户在预设时间段内被内呼累计成功接听次数的不同区段作为评判标准来计算得分标准；OB时长评分包括按客户在预设时间段内外呼总通话时长的不同区段作为评判标准来计算得分标准；活动参与评分包括按客户在预设时间段内累计参与活动个数的不同区段作为评判标准来计算得分标准；综金购买评分包括按客户在该公司当前有效综合金融产品数量的不同区段作为评判标准来计算得分标准；保险购买评分包括按客户在该公司累计购买保险产品数量的不同区段作为评判标准来计算得分标准。
  18. 根据权利要求17所述的计算机可读存储介质，其特征在于：步骤01中客户基础评分为购买能力评分、与公司关系评分的加和；步骤02中客情关系评分为客户对坐席评分、坐席对客户评分的加和；步骤03中客户行为评分为APP行为评分、电话行为评分、活动参与评分、综金购买评分、保险购买评分的加和；步骤04包括对客户的客户基础评分、客情关系评分和客户行为评分进行加和或按权重加和，得到客户评分。
  19. 根据权利要求16所述的计算机可读存储介质，其特征在于：还包括步骤05，根据得到的客户评分及各单项评分，得到客户详情多维图谱，并分析客户的潜在商机；步骤06，根据得到的潜在商机，为该客户所对应的坐席建立与该潜在商机相适应的任务。
  20. 根据权利要求19所述的计算机可读存储介质，其特征在于：还包括步骤07，根据得到的客户评分及各单项评分，比较该客户的上一次评分，并分析客户的潜在商机。
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