运营商呼入营销中的客户关系管理研究

A CRM Model for Inbound Marketing of Telecom Operators

文章针对运营商呼入营销提出的客户关系管理模型,由可操作的CRM系统、经营分析的数据挖掘和分析、客服系统支撑下的IFTTT三部分组成。本文通过对客户关系管理模型的构建,介绍了CRM系统与产品和客户之间的关联情况,经营分析系统的数据存储、挖掘职能和NG客服的前台展示情况,并对整体效果进行了论述。

This article proposes a CRM model for inbound marketing of telecom operators, which con- sists operational CRM system, data mining and anal- ysis in business analysis system, and IFrITr based on customer care system. Under this model, it intro- duces the CRM system in association with products and customers, the data storage and mining func- tions in business analysis system, as well as the foregrounding of Next Generation customer service. Finally, it discusses the overall effect of the model.