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航空公司客户服务管理系统是从航空公司的业务实际需求出发,基于客户关系管理(Customer Relationship Management)的理念,构建的以客户旅行全流程体验一致性的、服务互动营销的信息支持系统。是提升服务能力和支撑业务发展的关键基础,航空公司需要通过对业务、流程、组织等体系的一系列的变革及新的理念的引入,同时也需要基于全流程的服务管理的IT系统的有力支持。是一个及时处理旅客投诉信息的统一平台,可以将公司营销与服务的众多系统由有效整合、实现数据共享、从而快速响应业务需求、灵活地支持公司差异化客户服务,提供可靠的服务信息以支持经营分析和管理决策。接下来以图文的方式给大家展示一下初步设计方案。
The airline customer service management system is based on the actual business needs of airlines, based on the concept of customer relationship management (Customer Relationship Management), to build a customer experience throughout the travel experience consistent service interactive marketing information support system. Is the key basis for improving service capability and supporting business development. Airlines need to introduce a series of changes in business, process, organization and other systems and new concepts, and also need the power of IT systems based on service-oriented whole-process management stand by. Is a unified platform for timely processing of passenger complaint information. It effectively integrates a large number of corporate marketing and service systems and enables data sharing to quickly respond to business needs, flexibly support differentiated customer services and provide reliable service information to support Business analysis and management decisions. Next to the graphic way to show you the preliminary design.