聯(lián)通省級客戶管理(大客戶部分)系統(tǒng)需求說明書

聯(lián)通省級客戶管理(大客戶局部)系統(tǒng)需求說明書

聯(lián)通省級客戶管理〔大客戶局部〕系統(tǒng)

需求說明書

Ver1.0

〔征求意見稿〕

中國聯(lián)合通信

2004年4月

目錄

一．概述....................................................................................................................................................11.引言....................................................................................................................................................12.近期目標(biāo)............................................................................................................................................13.編制目的............................................................................................................................................34.適用范圍............................................................................................................................................35.文檔編制............................................................................................................................................36.需求解釋............................................................................................................................................37.編制依據(jù)及參考資料........................................................................................................................3

二．客戶效勞支撐需求............................................................................................................................51.客服渠道............................................................................................................................................52.客服需求............................................................................................................................................5

三．俱樂部管理及效勞支撐需求............................................................................................................61.俱樂部根本信息管理........................................................................................................................62.俱樂部會(huì)員管理................................................................................................................................6

2.1會(huì)員根本資料管理......................................................................................................................6

2.2會(huì)員個(gè)性化資料管理..................................................................................................................6

2.3會(huì)員級別管理.............................................................................................................................7

2.3.1會(huì)員級別定義維護(hù)..............................................................................................................................7

2.3.2會(huì)員級別規(guī)那么管理..............................................................................................................................7

2.3.3會(huì)員資格審核......................................................................................................................................7

2.3.4會(huì)員升降級處理..................................................................................................................................7

2.3.5會(huì)員級別修改......................................................................................................................................8

2.4會(huì)員年檢.....................................................................................................................................8

2.5欠費(fèi)催欠管理.............................................................................................................................8

2.5.1查詢?nèi)斯で焚M(fèi)催欠客戶資料..............................................................................................................8

2.5.2人工催欠審核......................................................................................................................................8

2.5.3催欠處理..............................................................................................................................................8

2.6會(huì)員挽留管理.............................................................................................................................9

2.6.1預(yù)流失模型管理..................................................................................................................................9

2.6.2客戶挽留方案管理..............................................................................................................................9

2.6.3預(yù)流失會(huì)員自動(dòng)告警..........................................................................................................................9

2.6.4預(yù)流失會(huì)員人工查詢..........................................................................................................................9

2.6.5會(huì)員挽留..............................................................................................................................................9

2.6.6挽留效果評估....................................................................................................................................10

2.6.7會(huì)員流失原因分析............................................................................................................................103.會(huì)員效勞管理..................................................................................................................................10

3.1效勞標(biāo)準(zhǔn)管理...........................................................................................................................10

3.2效勞信息管理...........................................................................................................................10

3.2.1效勞網(wǎng)點(diǎn)信息管理............................................................................................................................10

3.2.2效勞內(nèi)容管理....................................................................................................................................10

3.2.3會(huì)員活動(dòng)信息管理............................................................................................................................11

3.3禮物贈(zèng)送管理...........................................................................................................................114.會(huì)員效勞..........................................................................................................................................11

4.1會(huì)員根本資料修改....................................................................................................................11

4.2會(huì)員個(gè)性化資料修改................................................................................................................11

4.3會(huì)員信息查詢...........................................................................................................................12

4.3.1會(huì)員積分查詢....................................................................................................................................12

4.3.2積分消費(fèi)查詢....................................................................................................................................12

4.3.3效勞標(biāo)準(zhǔn)查詢....................................................................................................................................12

4.3.4效勞信息查詢....................................................................................................................................12

4.4會(huì)員卡管理...............................................................................................................................13

4.4.1會(huì)員卡申請........................................................................................................................................13

4.4.2會(huì)員卡領(lǐng)取........................................................................................................................................13

4.4.3掛失....................................................................................................................................................13

4.4.4解掛....................................................................................................................................................13

4.4.5補(bǔ)發(fā)/換發(fā)...........................................................................................................................................14

4.4.6注銷....................................................................................................................................................14

4.4.7卡信息查詢........................................................................................................................................14

4.5會(huì)員業(yè)務(wù)受理...........................................................................................................................14

4.6會(huì)員咨詢...................................................................................................................................14

4.7積分到期通知...........................................................................................................................14

4.8積分消費(fèi)...................................................................................................................................15

4.9會(huì)員效勞公告...........................................................................................................................15

4.10會(huì)員人情效勞.........................................................................................................................155.積分管理..........................................................................................................................................15

5.1積分模型...................................................................................................................................15

5.2積分標(biāo)準(zhǔn)管理...........................................................................................................................16

5.3積分有效期管理........................................................................................................................17

5.4積分消費(fèi)規(guī)那么管理....................................................................................................................17

5.5積分有效期預(yù)警管理................................................................................................................17

5.6積分計(jì)算...................................................................................................................................17

5.7積分調(diào)整...................................................................................................................................18

5.8積分消費(fèi)自動(dòng)處理....................................................................................................................18

5.9積分本錢管理...........................................................................................................................186.會(huì)員卡資源管理..............................................................................................................................18

6.1會(huì)員卡入庫...............................................................................................................................18

6.2會(huì)員卡發(fā)放...............................................................................................................................19

6.3會(huì)員卡調(diào)節(jié)...............................................................................................................................19

6.4會(huì)員卡退回...............................................................................................................................19

6.5會(huì)員卡作廢...............................................................................................................................19

6.6會(huì)員卡盤存...............................................................................................................................19

6.7會(huì)員卡狀態(tài)查詢........................................................................................................................20

6.8會(huì)員卡狀態(tài)修改........................................................................................................................207.俱樂部會(huì)員活動(dòng)管理......................................................................................................................20

8.俱樂部效勞效果評估......................................................................................................................20

8.1俱樂部效勞效果評估指標(biāo)管理................................................................................................20

8.2俱樂部效勞效果評估................................................................................................................219.會(huì)員認(rèn)證..........................................................................................................................................2110.全國性及跨省業(yè)務(wù)受理................................................................................................................22

10.1業(yè)務(wù)受理流程.........................................................................................................................22

10.2異地業(yè)務(wù)受理功能..................................................................................................................2311.俱樂部合作伙伴管理....................................................................................................................24

11.1合作伙伴根本資料管理..........................................................................................................24

11.2合作伙伴合同/協(xié)議管理.........................................................................................................24

11.3合作伙伴活動(dòng)管理..................................................................................................................24

11.4合作伙伴優(yōu)惠券管理..............................................................................................................25

11.5合作伙伴網(wǎng)點(diǎn)管理..................................................................................................................25

11.6俱樂部合作伙伴考核..............................................................................................................25

11.7俱樂部合作伙伴結(jié)算..............................................................................................................2512.結(jié)算管理........................................................................................................................................2513.統(tǒng)計(jì)分析........................................................................................................................................26

13.1會(huì)員積分情況分析..................................................................................................................26

13.2積分消費(fèi)情況分析..................................................................................................................26

13.3會(huì)員消費(fèi)行為分析..................................................................................................................26

13.4會(huì)員分布情況分析..................................................................................................................26

13.5會(huì)員活動(dòng)情況統(tǒng)計(jì)..................................................................................................................27

13.6俱樂部效勞信息統(tǒng)計(jì)..............................................................................................................27

13.7會(huì)員信息統(tǒng)計(jì)分析..................................................................................................................27

13.8會(huì)員卡統(tǒng)計(jì)分析......................................................................................................................27

13.9外部合作伙伴積分消費(fèi)與積分互換統(tǒng)計(jì)..............................................................................27

13.10結(jié)算統(tǒng)計(jì)分析........................................................................................................................2714.內(nèi)部信息發(fā)布................................................................................................................................28

四．業(yè)務(wù)受理及投訴處理支撐需求......................................................................................................291.業(yè)務(wù)受理〔綠色通道〕..................................................................................................................29

1.1走訪客戶...................................................................................................................................29

1.2受理分流...................................................................................................................................29

1.3技術(shù)方案制定...........................................................................................................................29

1.4合同簽訂...................................................................................................................................30

1.5工程施工...................................................................................................................................30

1.6業(yè)務(wù)跟蹤...................................................................................................................................30

1.7開通通知...................................................................................................................................31

1.8工程資料管理...........................................................................................................................312.收費(fèi)及投訴申告〔黃色通道〕......................................................................................................31

2.1收費(fèi)通知及催繳........................................................................................................................31

2.2投訴申告受理及處理監(jiān)督........................................................................................................313.故障受理及處理〔紅色通道〕......................................................................................................32

3.1一級故障處理...........................................................................................................................32

3.2二級故障處理...........................................................................................................................32

五．客戶管理..........................................................................................................................................33

1.客戶根本資料信息管理..................................................................................................................33

1.1現(xiàn)有客戶...................................................................................................................................33

1.2潛在客戶...................................................................................................................................33

1.3歷史客戶...................................................................................................................................332.客戶合同管理..................................................................................................................................343.客戶信用度管理..............................................................................................................................34

3.1信用度設(shè)置與變更....................................................................................................................34

3.2信用度管理...............................................................................................................................344.客戶帳務(wù)/帳單及繳費(fèi)信息管理.....................................................................................................34

4.1高端客戶帳務(wù)匯總....................................................................................................................34

4.2集團(tuán)客戶帳務(wù)管理....................................................................................................................35

4.3高端客戶帳務(wù)信息查詢............................................................................................................35

4.4集團(tuán)客戶帳務(wù)查詢....................................................................................................................355.客戶級別管理..................................................................................................................................366.客戶積分管理..................................................................................................................................367.客戶回訪..........................................................................................................................................36

7.1回訪方案管理...........................................................................................................................36

7.2回訪任務(wù)管理...........................................................................................................................36

7.3回訪內(nèi)容入庫...........................................................................................................................36

7.4回訪信息的查詢、匯總、統(tǒng)計(jì)................................................................................................378.客戶挽留..........................................................................................................................................37

8.1預(yù)流失模型管理........................................................................................................................37

8.2客戶挽留方案管理....................................................................................................................37

8.3預(yù)流失客戶自動(dòng)管理................................................................................................................37

8.4預(yù)流失客戶的人工查詢............................................................................................................37

8.5客戶挽留...................................................................................................................................37

8.6挽留效果評估...........................................................................................................................38

8.7客戶流失原因分析....................................................................................................................389.效勞本錢管理..................................................................................................................................38

9.1效勞活動(dòng)本錢信息....................................................................................................................38

9.2效勞本錢信息查詢....................................................................................................................38

9.3效勞本錢統(tǒng)計(jì)分析....................................................................................................................38

9.4禮品管理...................................................................................................................................3810.客戶投訴管理................................................................................................................................38

六．業(yè)務(wù)管理支撐需求..........................................................................................................................401.市場信息管理..................................................................................................................................402.經(jīng)營戰(zhàn)略資源信息管理..................................................................................................................403.方案任務(wù)管理..................................................................................................................................41

3.1方案任務(wù)制定...........................................................................................................................41

3.2分解下達(dá)...................................................................................................................................41

3.3任務(wù)完成情況統(tǒng)計(jì)....................................................................................................................424.營銷工程管理..................................................................................................................................42

4.1大客戶效勞方案模型管理........................................................................................................42

4.2效勞方案工程管理....................................................................................................................435.客戶經(jīng)理的管理..............................................................................................................................43

5.1客戶經(jīng)理根本信息管理............................................................................................................43

5.2客戶經(jīng)理績效管理....................................................................................................................43

5.3客戶經(jīng)理日志管理....................................................................................................................44

5.4客戶經(jīng)理培訓(xùn)管理....................................................................................................................446.營銷渠道管理..................................................................................................................................44

6.1根底信息維護(hù)...........................................................................................................................44

6.1.1分銷商檔案資料維護(hù)........................................................................................................................44

6.1.2分銷商賬戶管理................................................................................................................................44

6.1.3系統(tǒng)參數(shù)維護(hù)....................................................................................................................................45

6.2資源管理...................................................................................................................................45

6.2.1資源根底信息配置............................................................................................................................45

6.2.2分銷商資源管理................................................................................................................................45

6.3分銷商結(jié)算管理........................................................................................................................47

6.3.1結(jié)算根底信息維護(hù)............................................................................................................................47

6.3.2返利結(jié)算管理....................................................................................................................................48

6.4報(bào)表查詢...................................................................................................................................49

6.4.1查詢....................................................................................................................................................49

6.4.2報(bào)表統(tǒng)計(jì)............................................................................................................................................497.合作伙伴管理........................................................