| 电子供应链环境下的客户关怀自动化系统研究 |
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| 引用本文： | 谭彬林,张庆,张智超.电子供应链环境下的客户关怀自动化系统研究[J].物流科技,2014(11):103-108. |
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| 作者姓名： | 谭彬林 张庆 张智超 |
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| 作者单位： | 南京航空航天大学经济与管理学院,江苏南京211100 |
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| 摘 要： | 在经历了呼叫中心、客户关系管理系统的发展后,现阶段的许多企业的客户服务仍主要停留在被动的、单向的水平上,我们急需一种自动化的系统来对客户进行主动关怀,满足他们个性化的需求。正是基于这种需求,文章提出了客户关怀自动化的概念,并建立了相应的系统框架,给出了系统功能模块,以实现自动化的客户关怀。
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| 关 键 词： | 客户关怀自动化 电子供应链 系统功能模块 |
Research on Customer Care Automation System in Electronics Supply Chain |
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| TAN Bin-lin,ZHANG Qing,ZHANG Zhi-chao.Research on Customer Care Automation System in Electronics Supply Chain[J].Logistics Management,2014(11):103-108. |
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| Authors: | TAN Bin-lin ZHANG Qing ZHANG Zhi-chao |
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| Institution: | (College of Economics and Management, Nanjing University of Aerommtics and Astronautics, Nanjing 211100, China) |
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| Abstract: | After a call center, the development of customer relationship management systems, many companies customer service at this stage still stay in the passive and one-way level, we need an automated system for active care for the customer to meet their individual needs. Based on this de-mand, we propose the concept of customer care automation, establish the appropriate framework and show the system function modules to realize automated customer care. |
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| Keywords: | customer care automation electronic supply chain system function module |
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