大数据下的国有检测机构客户服务系统研究

Research on the Customer Relationship Management System of the State-owned Quality Inspection Agency Using the Big Data

本文在分析国有检测机构客户服务现状及存在问题的基础上,结合互联网和大数据技术的存储、管理和应用,提出了客户关系管理的解决方案。客户细分是实施客户关系管理的关键环节,本文使用了行为细分的方式对检测机构的客户进行了划分,并引入CRM客户关系管理软件,对现有客户进行数据分析、数据挖掘、辅助决策,为检测机构在客户关系管理中提供了具体可行的信息化解决方案。

The paper analyzes the problems of the state-owned quality inspection agency on the customer service and puts forward the solution of customer relationship management based on the storage, management and application of the Internet and big data technology. Customer segmentation is the key to the implementation of customer relationship management. The paper uses behavior segmentation way of testing organizations customers, and introduces the Customer Relationship Management software, data analysis, data mining, and decision support to existing customers, and then provides the informatization of specific and feasible solutions for testing agencies in customer relationship management.