CN101996354A - Mobile customer relation management system - Google Patents

Abstract

The invention relates to a mobile customer relation management system. A customer relation management database is established for each merchant on a network side by using an existing mobile communication network and an existing mobile terminal; the database records the basic information, consumption records, consumption habits, and the like of each customer for the merchant; and each record in the database is used as a key field by using the mobile phone number of the customer. Thus, the identity of customers can be confirmed just by the mobile phone number of the customer, therefore, the trouble for customers to carry member cards is emitted, which is convenient for customers to use and convenient for merchants to subdivide and manage customers in different levels.

Description

A kind of mobile client relation management system

Technical field

Mobile client relation management system relates to mobile communication technology field and database field, particularly a kind of Customer Relationship Management Services of utilizing phone number to carry out client identity identification.

Background technology

Present mobile communication terminal is more and more universal, becomes the necessary article that people carry.Various member's cards in people's pocket are also more and more simultaneously.In this case,, will dispense the various cards in the pocket, make things convenient for the client if directly use phone number to carry out the identification and the management of client identity.On the other hand, the member card of a lot of businessmans is an identification card, can't write down client's consumption record and consumption habit, so businessman also can't carry out the classification and the management of science to the client that holds.Therefore we have designed this cover mobile client relation management system, verify client identity by using phone number, have made things convenient for client's the consumption and the customer relation management of businessman.

Summary of the invention

In view of this, a kind of mobile client relation management system, utilize existing mobile communications network and portable terminal, set up a customer relation management database for each businessman at network side, data-base recording each client's of this businessman essential information and consumption record, consumption habit etc.Each record of lane database all uses client's phone number as critical field.So only need just can confirm client identity, can omit the trouble that the client carries member card on the one hand, make things convenient for client's use, be convenient to the segmentation and the management to the different levels client of businessman on the other hand by client's cell-phone number.

Description of drawings

Fig. 1 is the mobile client relation management system chart that mobile client relation management system embodiment proposes;

Fig. 2 is the process flow diagram of the mobile client relation management system of mobile client relation management system embodiment proposition;

Embodiment

Mobile client relation management system is at network side design one cover customer relationship database, and the client can obtain client's information fast by the number of dialing businessman with the phone number of oneself.

For the purpose, technical scheme and the advantage that make mobile client relation management system is clearer, be described in further detail below in conjunction with accompanying drawing.

The mobile client relation management system that mobile client relation management system embodiment proposes mainly comprises four parts: client'sportable terminal 101, businessman'snumber 102,customer interaction subsystem 103 and customerinformation database subsystem 104 as shown in Figure 1.Tell about the function of each module of native system below in detail.

Client'sportable terminal 101 is working materials of client's Mobile Directory Number, is responsible for number access network and operate as normal with the client.

Businessman'snumber 102 is that Virtual network operator is one or several specific numbers that businessman distributes, in order to indicate, to determine the identity of businessman.

Customer interaction subsystem 103 is responsible for gettingclient terminal 101 numbers from 102 li of businessman's numbers, and responsible mutual with customerinformation database subsystem 104, then interaction results is sent to client'sportable terminal 101.

Customerinformation database subsystem 104 has been stored the data of customer information and has been organized with the form of database, and the interface of inquiry externally is provided.

Roughly flow process is as follows in the mobile client relation management system of embodiment.

The client dials thenumber 102 that operator distributes to businessman withportable terminal 101, after the number that operator's identification is dialed is the number of a certain businessman, just automatically the number with theclient terminal 101 of incoming call forwardscustomer interaction subsystem 103 to, the customer interaction subsystem is inquired about at customerinformation database subsystem 104 with this caller ID, customerinformation database subsystem 104 feeds back tocustomer interaction subsystem 103 with Query Result, andcustomer interaction subsystem 103 sends to client'sportable terminal 101 according to Query Result with relevant information again.

Be example with certain hotel below, the mobile client relation management system schema of embodiment is described.This realization flow comprises the steps: as shown in Figure 2

Step 201: the client dials the telephone number in hotel with portable terminal, and this number is distributed to the hotel by operator.

Step 202: operator detects certain hotel's number the incoming call incoming call, just caller ID is delivered to the customer interaction subsystem in corresponding this hotel.

Step 203: the customer interaction subsystem in hotel is got caller ID, and calls in the customer information database and inquire about.

Step 204: whether inquiry has the record of this client's number in customer information database.

Step 205: if there is not this client's number in the customer information database, then the customer interaction subsystem just inquires whether this client is ready to add the member of this hotel.If the client is ready to add the member, then hand to the customer interaction subsystem, the data typing with the client becomes the member.

Step 206: if inquire the record of this client's number in customer information database, then the customer interaction subsystem just with this client's information, sends to this client such as information such as name, sex, member's rank, consumption record, integrations.Be sent as example with note, the information content that sends to the client may be like this: " distinguished Mr. Zhang, you are good; you are the gold card members in our hotel; your present integration is 10000 minutes, and you were Mondaies on June 29th, 2009 at the consumption time of head store last time, and the consumption amount of money is 1000 yuan.If to have a question R. S. V. P. note or give to send a telegraph and contact us of above-mentioned data.Welcome to come once more head store consumption, we will be your service wholeheartedly.”

Step 207: whether the query user needs to revise, nullify customer information.If desired, just consign to the customer interaction subsystem, revise or nullify client's information.

Step 208: increase, revise, nullify customer information if desired, just consign to the customer interaction subsystem processes.

Step 209: this finishes alternately.

The above only is the preferred embodiment of mobile client relation management system; not in order to limit the mobile client relation management system that this paper proposes; all in mobile client relation management system spirit and principle within done any modification, be equal to and replace and improvement etc., all should be included within the protection domain of the mobile client relation management system that this paper proposes.

Claims (13)

1. a mobile client relation management system is characterized in that, comprises the steps:

The client uses the number of a businessman of mobile phone dialing, and network side is inquired about caller ID in the corresponding client relational database, if the relevant information of inquiring, these information can be sent on client's mobile phone, if do not inquire, can notify the client, do not find relevant information in the relational database.

2. mobile client relation management according to claim 1 system is characterized in that, network side has the Database Systems of a storage customer relationship.

3. mobile client relation management according to claim 2 system is characterized in that, uses client's phone number to carry out authentication, promptly inquires about in the customer relationship database with phone number.

4. mobile client relation management according to claim 3 system is characterized in that this system further comprises:

If according to client's phone number, find this customer data at the customer relationship lane database, just send relevant information to the client;

If according to client's phone number, can not find this customer data at the customer relationship lane database, just notify the client.

5. mobile client relation management according to claim 4 system, it is characterized in that, after the customer relationship database found customer data, the relevant information of transmission included but not limited to client's name, sex, age, consumption record, integration, member's rank.The mode of transmission information includes but not limited to note, multimedia message, Email.

6. mobile client relation management according to claim 5 system is characterized in that this system comprises that further after relevant information sent to the client, the client can require to revise the information of oneself, and these information include but not limited to name, age.

7. mobile client relation management according to claim 6 system, it is characterized in that the client also can require these information transfer to the another one phone number, such as the number first, after the client's who obtains the number first affirmation, related data can successfully be shifted over.

8. mobile client relation management according to claim 6 system is characterized in that the client can require to nullify relevant information from the customer relationship database, withdraws from native system.After if the client logs off, use this number incoming call next time again, can be considered to a new client.

9. mobile client relation management according to claim 4 system is characterized in that, if do not find customer data at the customer relationship database, notifies client's mode to include but not limited to voice, video, note, multimedia message, Email.

10. mobile client relation management according to claim 9 system is characterized in that if do not find customer data at the customer relationship database, except notifying the client, can also the query user whether be ready to add this Customer Relationship Management Services.If the client is ready to add this system, just increase this client's record at the customer relationship lane database.

11. according to each described mobile client relation management system of claim 1 to 10, it is characterized in that client's phone number is provided by mobile operator, the number of businessman can be provided by mobile operator, also can be provided by the fixed-line telecom carrier.The operator of client's phone number can be different with the operator of businessman number.Can there be one or several access codes in each businessman.

12. mobile client relation management according to claim 11 system is characterized in that:

With respect to traditional Customer Relationship Management Services, the advantage of native system is movability.Discern according to client's phone number.

13. a mobile client relation management system is characterized in that, comprising:

The customer relationship database subsystem is used for storage, organizes the customer relationship data, and external query interface is provided.Phone number is commonly used and main inquiry field;

The customer interaction subsystem is used for and customer interaction, includes but not limited to that transmission information is to client, increase, modification and deletion user logging.Interactive mode includes but not limited to voice, video, note, multimedia message and Email.

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