联通客户管理系统需求框架需求说明书

联通客户管理系统需求框架需求说明书内容摘要：

....................................................23 技术方案制定 ..................................................................................................................................23 合同签订 ..........................................................................................................................................24 工程施工 ..........................................................................................................................................24 (海量营销管理培训资料下载 ) 锐思网 (),10 万资料 ,助你成功 ! 业务跟踪 ..........................................................................................................................................24 开通通知 ..........................................................................................................................................24 项目资料管理 ..................................................................................................................................25 2. 服务质量管理 ........................................................................................................................................25 3. 投诉管理 .................................................................................................................................................25 4. 故障管理 .................................................................................................................................................26 一级故障处理 ..................................................................................................................................26 二级故障处理 ..................................................................................................................................26 5. 积分消费 .................................................................................................................................................26 积分消费 ..........................................................................................................................................26 积分消费查询 ..................................................................................................................................27 全国性及跨省业务受理 .................................................................................................................27 6. 收费通知及催缴 ....................................................................................................................................28 七． 产品管理 .................................................................................................................................................30 1. 产品目录管理 ........................................................................................................................................30 2. 产品的效益预测 ....................................................................................................................................30 3. 产品销售跟踪及效益评估 ...................................................................................................................30 4. 产品生命周期管理 ................................................................................................................................30 5. 移动终端管理 ........................................................................................................................................31 八． 市场信息管理 .........................................................................................................................................32 1. 客户满意度评估 ....................................................................................................................................32 2. 市场信息收集及分析 ............................................................................................................................32 3. 合作伙伴信息管理 ................................................................................................................................33 4. 经营统计分析 ........................................................................................................................................33 九． 资源管理 .................................................................................................................................................35 1. 经营战略资源信息管理 ........................................................................................................................35 2. 组织体系 .................................................................................................................................................35 十． 业务流程管理 .........................................................................................................................................37 1. 业务受理流程 ........................................................................................................................................37 客户走访及业务办理流程 .............................................................................................................37 合同签定流程 ..................................................................................................................................38 工程实施流程 ..................................................................................................................................39 其它业务开通流程 ..........................................................................................................................40 数据业务开通流程 ..........................................................................................................................41 2. 回访及投诉建议流程 ............................................................................................................................42 大客户回访流程 ..............................................................................................................................42 大客户投诉处理流程 .....................................................................................................................43 大客户服务转接流程 ....。