蓝深客户管理系统方案m4fsq.pptVIP

该任务包括： 数据建模（概念模型、逻辑模型、物理模型） 数据抽取、净化、转换和装载 应用软件安装、配置及测试 系统集成测试 应用软件安装配置培训 提交文档有： 主机硬件、网络、系统软件安装、配置测试说明 应用软件安装、配置说明 数据模型报告 系统总体测试计划 系统总体测试报告 用户培训计划和培训教材 项目系统实施 任务包括以下过程： 用户需求确认 概要设计 详细设计 编码及单元测试 软件集成测试 提交文档有： 需求规格说明书 概要设计说明书 详细设计说明书 源程序代码和目标代码、单元测试报告 软件集成测试计划 软件集成测试报告 项目软件开发 谢谢！ 追求服务品质、实现客户满意 * Not only does PeopleSoft CRM for Financial Services support a 360 degree view which provides users with a single screen from which to access all customer information, but it goes beyond that. It provides a robust and flexible customer data model that gives you insight into each role that a customer has and their relationships to other customers so that you have a complete understanding of that customer’s total value to your organization. For example: You have a customer, Tom Snow, who has a credit card account through you. Tom and his wife, Mary, also has a joint mutual fund account with your institution. Tom’s payment history on his credit card has been spotty at best, so his value as a retail customer on that account is fairly low. But Tom and Mary’s mutual fund balance is quite high and he is also a top executive for a company who does all of their commercial banking business with another one of your branches and they have a very high customer value. Tom goes into your self-service site and submits an inquiry regarding his credit card, if the system only has visibility into his credit card account history Tom’s inquiry might go into a pool of requests which are reviewed by a contact center rep who responds via email in 3-4 days – a level of service appropriate to a low value customer. By having visibility into all of Tom’s roles and relationships, the system can act on Tom’s total customer value. In this case, the appropriate level of service might be to automatically escalate Tom’s issue and route it to an account manager who calls Tom within 24 hours. Thus ensuring a positive customer experience and fostering a strong customer relationship with a high value custo