Summary of the invention
It is an object of the invention to overcome the deficiencies of existing technologies, a kind of CRM system and method are provided.
To achieve the above object, the invention adopts the following technical scheme:
A kind of CRM system, comprising:
Information acquisition module collects customer information for recording client in the behavior of browser；
The information correlation analysis module being connect with the information acquisition module, it is whole for carrying out the customer information being collected intoBody analysis, correlation analysis；
The information distribution reminding module being connect with the information correlation analysis module, for distributing information and reminding salePersonnel's follow-up processing；
The information generating module being connect with the information correlation analysis module, for generating information chart.
Its further technical solution are as follows: the information acquisition module, for client's progress in browser Website loginRecord records the product of its browsing, the product information in the number and frequency and shopping cart of browsing, and is collected.
Its further technical solution are as follows: the correlation analysis is for analyzing client of the same trade to the need of different product typeIt asks.
Its further technical solution are as follows: the information distributes reminding module, for distributing information, reminding sales force's follow-upProcessing, sales force understand all latest tendencies of the clients of itself all follow-up in the information for obtaining client from the background, in real time withInto client, customer demand is understood.
Its further technical solution are as follows: the information generating module generates hum pattern using js plug-in unit by the data of analysisTable, intuitive exhibiting data information.
Its further technical solution are as follows: the information chart includes histogram, line chart and cake chart.
Client relation management method includes the following steps；
Step 1, client browse web sites, and place an order or online inquiry, on-line consulting；
Step 2 analyzes customer information from the background according to the behavior of client, and sends information to sales force；
Step 3, sales force based on the analysis results, recommend solution online, and generation can use price list, list inventoryProduct；
Step 4, client click price list, generate order, payment purchase.
Its further technical solution are as follows: the step 2 further includes the following contents；Sales force mends customer informationIt fills, label is marked to client, grouping management scans for information, filters out the information of relative clients, analyzes visitor with thisFamily.
Its further technical solution are as follows: the step 3 further includes the following contents；Administrator issues company in systemRelevant information and policy, relevant information are directly associated with the label of client, and sales force can be visually seen publication letter from the backgroundBreath and associated client inform perhaps product in interested to client with this in time.
Its further technical solution are as follows: further include the following contents；System foreground utilizes ajax and cookie technology, in clientWhen accession page, submission data to server, server process filters information, mysql database is then stored to, in sales forceBackground page server take out mysql data, calculate the result datas of needs using the algorithm that php is set, then will countAccording to browser is returned, it is depicted as corresponding chart using js plug-in unit, shows sales force.
Compared with the prior art, the invention has the advantages that: it facilitates sales force and understands and follow up client, hold visitorFamily, analyzes the hobby of similar client, and focus quickly understands customer demand, provides solution and suggestion；So that sales forceCommunication between client is more smooth, and customer information is more complete, and sales force can preferably hold client；Sales forceEach other by original inefficient Human To Human's interaction, it is changed into through system interaction, improves work efficiency.
The invention will be further described in the following with reference to the drawings and specific embodiments.
Specific embodiment
In order to more fully understand technology contents of the invention, combined with specific embodiments below to technical solution of the present invention intoOne step introduction and explanation, but not limited to this.
If Fig. 1 is to specific embodiment shown in Fig. 3, as shown in Figure 1, the invention discloses a kind of customer relation management systemsSystem, comprising:
Information acquisition module 10 collects customer information for recording client in the behavior of browser；
The information correlation analysis module 20 being connect with information acquisition module 10, it is whole for carrying out the customer information being collected intoBody analysis, correlation analysis；
The information distribution reminding module 30 being connect with information correlation analysis module 20, for distributing information and reminding salePersonnel's follow-up processing；
The information generating module 40 being connect with information correlation analysis module 20, for generating information chart.
Wherein, information acquisition module 10 record its browsing for recording to the client in browser Website loginProduct, the product information in the number and frequency and shopping cart of browsing, and be collected.
Further, correlation analysis is for analyzing demand of the client of the same trade to different product type.
Wherein, information distributes reminding module 30, and for distributing information, reminding sales force's follow-up processing, sales force existsBackstage obtains the information of client, understands all latest tendencies of the client of itself all follow-up, follow up client in real time, understands clientDemand.
Wherein, information generating module 40 generate information chart, intuitive display data using js plug-in unit by the data of analysisInformation.
Further, information chart includes histogram, line chart and cake chart etc..
The CRM system is uploaded, is summarized by the record to customer information, is classified, it is clear it is succinct will be objectiveThe information at family shows the sales force for this client that follows up.
As shown in Fig. 2, including the following steps the invention also discloses a kind of client relation management method；
Step 1, client browse web sites, and place an order or online inquiry, on-line consulting；
Step 2 analyzes customer information from the background according to the behavior of client, and sends information to sales force；
Step 3, sales force based on the analysis results, recommend solution online, and generation can use price list, list inventoryProduct；
Step 4, client click price list, generate order, payment purchase.
It wherein, further include the following contents in step 2；Sales force supplements customer information, marks and marks to clientLabel, grouping management scans for information, filter out the information of relative clients, analyzes client with this.
Further, system has recorded client in all historical informations of web site activity, and by these information taxonomic revisionsIt shows in the backstage of sales force, such as History Order list, quotation, shopping cart etc..
Wherein, step 3 further includes the following contents；Administrator issues the relevant information and policy of company, phase in systemInformation to be closed directly to be associated with the label of client, sales force can be visually seen release information and associated client from the background,Inform perhaps product in interested to client in time with this.
Further, system manager can issue the relevant information and policy of company, such as product price reduction, the U.S. increaseInventory etc..These information can be directly associated with the label of client, the relevant informations such as country.The backstage of sales force is intuitively shownThese administrators release news and the client of oneself that is related to, with this can inform in time client may it is interested in perhapsProduct.
Wherein, in step 4, the inquiry of client is recorded, is offered to client, generates order to the backstage of client, client canDirectly order to be submitted to pay a bill, eliminates and select the cumbersome processes such as product consideration scheme.
It wherein, further include the following contents；System foreground is mentioned using ajax and cookie technology in client's accession pageIntersection number filters information, is then stored to mysql database according to server, server process is arrived, and takes in the background page of sales forceBusiness device takes out mysql data, and the result data of needs is calculated using the algorithm that php is set, data are then returned to browser,It is depicted as corresponding chart using js plug-in unit, shows sales force.
Further, system improves the cooperation efficiency between sales force, sales force can mark distribution client toThe assistant's follow-up of oneself, such assistant can be on his backstages according to the customer information of record, and quickly upper hand, does not need to sellHand over detail；Sales force can also issue some items to oneself assistant, and assistant can be to be processed according to itemTime and urgency level arrange to handle.
It is as shown in Figure 3, the schematic illustration of CRM system, including bottom column, workbench, system customer service,CRM statistical management, my client, resource-sharing and the big column of client's details seven；Wherein, bottom column includes client's notice, productApplication management, enquirement and suggestion；Workbench include order follow-up, inquiry follow-up, task, client's notice, client after sale, client it is clearLook at dynamic and consumer product dynamic；System customer service is used using question and answer, page suggestion box and function and is said including sale notice, CRMIt is bright；CRM statistical management includes business statistics center and Service Management Center；My client includes all clients, and to client intoA-F grades of row classifications；Resource-sharing includes file-sharing, order information is retained and weight table；Client's details include customer data, askDisk and quotation, task record, client's notice, History Order, historical viewings record, client after sale, client's statistics, product recommendations,Consumer product and Client document.
In conclusion the present invention facilitates, sales force understands and follow-up client, assurance client analyze the love similar to clientGood, focus quickly understands customer demand, provides solution and suggestion；So that the communication between sales force and client is moreAdd smooth, customer information is more complete, and sales force can preferably hold client；Sales force is each other by original inefficient peopleTo people's interaction, it is changed into through system interaction, improves work efficiency.
It is above-mentioned that technology contents of the invention are only further illustrated with embodiment, in order to which reader is easier to understand, but notIt represents embodiments of the present invention and is only limitted to this, any technology done according to the present invention extends or recreation, by of the inventionProtection.Protection scope of the present invention is subject to claims.