WO2019080425A1

WO2019080425A1 - Method and system for scoring customer, computer device and storage medium

Info

Publication number: WO2019080425A1
Application number: PCT/CN2018/077414
Authority: WO
Inventors: 李洋; 彭青龙
Original assignee: 平安科技（深圳）有限公司
Priority date: 2017-10-26
Filing date: 2018-02-27
Publication date: 2019-05-02
Also published as: CN108510142A

Abstract

Provided are a method and system for scoring a customer, a computer device and a storage medium. A customer score is obtained in a comprehensive manner by means of respectively calculating scores of a plurality of correlation factors in a basic customer score, a customer emotional relationship score and a customer behavior score; and a multi-dimensional graph and analysis of potential business opportunities are further provided, so as to provide visualized data for an agent to reflect customer status, thus facilitating the agent in customer filtering, management and analysis.

Description

Customer scoring method, system, computer equipment and storage medium

This application claims the priority of the Chinese patent application filed on October 26, 2017, the application number of which is the name of the customer, the system, the computer equipment and the storage medium. The entire contents of the Chinese patent application are hereby incorporated by reference. The way is combined in this application.

Technical field

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.

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.

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.

Summary of the invention

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.

To achieve the above objective, 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;

In step 02, the customer's customer relationship letter is scored, including the customer's agent score and the agent's score on the customer;

In step 03, 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.

To achieve the above object, 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.

To achieve the above object, 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;

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 of a customer scoring method:

In 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.

DRAWINGS

1 is a flow chart of Embodiment 1 of a customer scoring method of the present application;

2 is a schematic diagram of a program module of Embodiment 1 of the customer scoring system of the present application;

3 is a schematic diagram showing the hardware structure of 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.

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 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.

Embodiment 1

Referring to FIG. 1 , in a life-score state-based customer scoring method of the embodiment, the customer score includes a customer base score, a customer relationship score, and a customer behavior score, and 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.

In this step, 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. The calculation method of the customer base score in the present embodiment is illustrated by Table 1.

Table 1 Method for scoring each factor of customer base score

As shown in 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, and the total score of the customer base score is 3 points. For example, 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. The current number of valid policies in Company A is 3, currently In the case that the effective business of Company A involves two business types of Company A, the customer base rating of Zhang San is recorded as 1+0.5+0.3+0.5+0.5=2.8 points.

In step 02, the customer's customer relationship letter is scored, including the customer's agent rating and the agent's rating of the customer.

In this step, 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.

Table 2 Method for scoring each factor of customer relationship score

As shown in Table 2, the customer's total score for the agent is 1 point, the agent's total score for the customer is 1 point, and the customer relationship score is 2 points. Continuing with the above example, Zhang San’s latest rating for the agent service is 5 points, and the agent’s rating for Zhang San in the system is 9 points. The score of Zhang San’s customer relationship is recorded as 1+1= 2 minutes.

In step 03, 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.

In this step, 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.

Table 3 Method for scoring each factor of customer behavior score

As shown in 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, and the total score of the comprehensive purchase score is 10 points, and the insurance purchase score is The total score is 15 points, and the total score of customer behavior is 40 points. Continuing with the above example, Zhang San has installed and registered the APP named XX of Company A. The number of applications used in the past 6 months is 3 times. The account manager is bound by the APP but the product manager is not bound. Answering the agent's phone 5 times, taking the initiative to enter the line for 10 minutes, accumulating 2 activities related to Company A, and currently 2 effective wealth management products purchased by Company A. Currently, A company has purchased 2 health insurance and auto insurance 2 times each time. Zhang San’s customer behavior score is recorded as 1+1.2+1+2+2.5+2+4+12=25.7 points.

In this step, the customer score is the sum of the customer base score, the customer relationship score, and the customer behavior score. In other embodiments, the customer base score, the customer relationship score, and the customer behavior score may be weighted according to the actual needs of the company. Taking the above example as an example, the total score of Company A for customers is 3+2+40=45 points, and the customer's score of Zhang San is 2.8+2+25.7=30.5 points.

Referring to FIG. 2, a customer scoring system is illustrated. In this embodiment, 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.

In other embodiments, 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.

In other embodiments, 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.

In other embodiments, 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.

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 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. 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 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.

Embodiment 2

Referring to FIG. 4, the customer scoring method of this embodiment is based on the first embodiment, and includes the following steps:

In this step, 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.

In this step, 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.

In this step, 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.

In this step, the customer score is the sum of the customer base score, the customer relationship score, and the customer behavior score. In other embodiments, 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.

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 scoring method, characterized in that the customer score comprises a customer base score, a customer relationship score and a customer behavior score, and the customer scoring method comprises 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;

In step 02, the customer's customer relationship letter is scored, including the customer's agent score and the agent's score on the customer;

In step 03, 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 customer scoring method according to claim 1, wherein the age score in step 01 comprises calculating a scoring standard according to different sections of the age of the customer; the annual premium score includes different districts in which the premium is paid by the customer in total. The segment is used as the criterion to calculate the scoring criteria; the score for the orphan single-study includes calculating the scoring criteria according to the different segments of the customer's length of the orphans; the effective policy score includes the number of the current valid policies of the customer in the company. The segment is used as a criterion to calculate the scoring standard; the cross-company series score includes calculating the scoring standard according to the different sections of the customer's current effective business involving the number of different business types of the company; in step 02, the customer's agent rating includes the customer. The scores are calculated according to the different sections of the agent score; the agent scores the customer including the different sections scored by the agent as the criterion to calculate the score standard; in step 03, the APP registration score includes whether the customer is specific to the APP or not Registration as a criterion Calculating the scoring standard; the APP active frequency scoring includes calculating the scoring standard according to different segments of the specific APP frequency used by the customer within the preset time period; the APP binding agent scoring includes whether the client manager and the client manager are bound in the APP. / or the product manager as a criterion to calculate the scoring criteria; IB answering scores include calculating the scoring criteria according to different segments of the customer's cumulative number of successful internal calls within the preset time period; OB duration rating includes by customer The different scores of the total call duration in the preset time period are used as the criterion for judging the score criterion; the activity participation score includes calculating the score standard according to the different sections of the accumulated number of participating activities in the preset time period; The comprehensive purchase score includes the calculation of the score according to the different sections of the customer's current effective integrated financial products. The insurance purchase score includes the different sections of the customer's cumulative purchase of insurance products. Calculate the scoring criteria.
The customer scoring method according to claim 2, wherein the customer base score in step 01 is the sum of the purchasing ability score and the company relationship score; and the customer relationship score in step 02 is the client-to-seat score, the agent-to-client The sum of the scores; the customer behavior score in step 03 is the sum of the APP behavior score, the telephone behavior score, the activity participation score, the comprehensive purchase score, and the insurance purchase score; step 04 includes the customer base score and the customer relationship score. Add or sum the customer behavior scores to get the customer rating.
The customer scoring method according to claim 1, further comprising the step of: obtaining a multi-dimensional map of the customer details based on the obtained customer score and each individual score, and analyzing the potential business opportunities of the customer.
The customer scoring method according to claim 4, further comprising the step of: establishing, according to the obtained potential business opportunity, a task suitable for the potential business opportunity for the agent corresponding to the customer.
The customer scoring method according to claim 5, further comprising the step of: comparing the last score of the customer according to the obtained customer score and each individual score, and analyzing the potential business opportunity of the customer.
A customer scoring system characterized in that it comprises:

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.
The customer scoring system according to claim 8, further comprising a multi-dimensional map module of customer details, adapted to obtain a multi-dimensional map of the customer details according to the customer rating and each individual score.
The customer scoring system according to claim 9, further comprising a potential opportunity analysis module adapted to analyze a potential business opportunity of the customer according to the customer rating and each individual score, or according to the customer rating, each individual score, and the customer's upper score. A score analyzes potential customer opportunities.
The customer scoring system according to claim 10, further comprising a task establishing module adapted to establish a task suitable for the potential business opportunity for the agent corresponding to the customer according to the potential business opportunity.
A computer device, comprising: a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor performing the program to implement the following steps of the 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;

In step 02, the customer's customer relationship letter is scored, including the customer's agent score and the agent's score on the customer;

In step 03, 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 computer device according to claim 11, wherein the age score in step 01 comprises calculating a score criterion according to different sections of the age of the customer as a criterion; the annual premium score includes different sections of the premium paid by the customer in total. The scoring criteria are calculated as the judging criteria; the score for the orphan single-study includes calculating the scoring criteria according to the different sections of the customer's time of orphans; the effective policy score includes different districts according to the number of clients currently in the company's current effective policy. The segment is used as the criterion to calculate the scoring standard; the cross-company series score includes calculating the scoring standard according to the different sections of the customer's current effective business involving the number of different business types of the company; in step 02, the customer's scoring of the agent includes the customer's rating. The different sections of the agent score are used as the criterion to calculate the scoring criteria; the agent scores the customer including the different sections scored by the agent as the criterion to calculate the scoring criteria; in step 03, the APP registration score includes whether the client is registered for the specific APP. As a criterion The scoring standard; the APP active number scoring includes calculating the scoring standard according to the different sections of the specific APP frequency used by the customer within the preset time period; the APP binding agent scoring includes whether the client manager and/or are bound according to the customer in the APP. Or the product manager calculates the scoring standard as the criterion; the IB answering score includes calculating the scoring standard according to the different sections of the customer's cumulative number of successful internal calls within the preset time period; the OB duration rating includes the pre-customer The scores are calculated by using different sections of the total call duration in the time period as the criterion; the activity participation score includes calculating the score standard according to the different sections of the accumulated number of participating activities in the preset time period; The gold purchase rating includes the calculation of the score according to the different sections of the customer's current effective integrated financial product quantity; the insurance purchase score includes the calculation according to the different sections of the customer's cumulative purchase of insurance products. Scoring criteria.
The computer device according to claim 12, wherein in step 01, the customer base score is a sum of the purchase ability score and the company relationship score; and in step 02, the customer relationship score is the client-to-seat score, and the agent-to-customer score. The sum of customer behavior scores in step 03 is the sum of APP behavior score, telephone behavior score, activity participation score, comprehensive purchase score, and insurance purchase score; step 04 includes customer base score, customer relationship score and Customer behavior scores are summed or weighted to get a customer rating.
The computer device according to claim 11, further comprising a step 05, obtaining a multi-dimensional map of the customer details according to the obtained customer score and each individual score, and analyzing the potential business opportunities of the customer; and step 06, according to the potential business opportunities obtained , for the agent corresponding to the customer to establish a task that is compatible with the potential business opportunity.
The computer device according to claim 14, further comprising a step 07 of comparing the customer's last rating based on the obtained customer rating and the individual item scores, and analyzing the potential business opportunities of the customer.
A computer readable storage medium having stored thereon a computer program, wherein the program is executed by a processor to implement 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;

In step 02, the customer's customer relationship letter is scored, including the customer's agent score and the agent's score on the customer;

In step 03, 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 computer readable storage medium according to claim 16, wherein the age score in step 01 comprises calculating a score criterion according to different sections of the age of the customer as a criterion; the annual premium score includes a total premium paid by the customer. Different sections are used as the criterion to calculate the scoring criteria; the score of the orphans is included in the scores according to the different sections of the customer's orphaned time; the effective number of policies includes the number of current policies in the company according to the customer. The different sections are used as the criterion to calculate the scoring criteria; the cross-company series score includes calculating the scoring criteria according to the different sections of the customer's current effective business involving the number of different business types of the company; in step 02, the customer's scoring of the seats includes The score criterion is calculated according to different sections of the client's agent score as the criterion; the agent scores the customer including the different sections scored by the agent as the criterion to calculate the score standard; in step 03, the APP registration score includes the customer-specific rating Whether the APP is registered as a judge The score criterion is calculated; the APP activity count score includes calculating the score standard according to the different sections of the specific APP frequency used by the customer within the preset time period; the APP binding agent score includes whether the client is bound to the client according to the customer. The manager and/or the product manager calculate the scoring standard as the criterion; the IB answering score includes calculating the scoring standard according to different sections of the customer's cumulative number of successful internal calls within the preset time period; the OB duration rating includes pressing The customer calculates the scoring standard by using different sections of the total call duration within the preset time period as the criterion; the activity participation score includes calculating the score according to different sections of the accumulated number of participating activities in the preset time period. The standard; the comprehensive purchase score includes the calculation of the score according to the different sections of the customer's current effective integrated financial products; the insurance purchase score includes the different sections of the customer's cumulative purchase of insurance products. Standard to calculate the scoring criteria.
The computer readable storage medium according to claim 17, wherein the customer base score in step 01 is the sum of the purchasing ability score and the company relationship score; and the customer relationship score in step 02 is the customer-sitting score, the agent. Add the sum of the customer scores; the customer behavior score in step 03 is the sum of the APP behavior score, the telephone behavior score, the activity participation score, the comprehensive purchase score, and the insurance purchase score; step 04 includes the customer base score and customer status. Relationship scores and customer behavior scores are summed or weighted to get a customer rating.
The computer readable storage medium according to claim 16, further comprising a step 05, obtaining a multi-dimensional map of the customer details according to the obtained customer score and the individual item scores, and analyzing the potential business opportunities of the customer; step 06, according to the The potential business opportunity is to establish a task suitable for the potential business opportunity for the agent corresponding to the customer.
The computer readable storage medium according to claim 19, further comprising a step 07 of comparing the customer's last rating based on the obtained customer score and each individual score, and analyzing the potential business opportunities of the customer.