Build Customer Service System Based On The Crm Environment

With the development of science and technology, the life style of people changes dramatically. They need more satisfying service than the quality of products. The quality of service affects profits and image of enterprises directly. So to speak, customer service is vital to enterprises in the present market place. How to construct an effective Customer Service System (CSS), in which service promotes the progress of technology, products and marketing and enhances the competition ability of enterprises, is so urgent to every enterprise.Due to the limitation of technology, there are three major drawbacks in traditional CSS. That is, single contact channel, manual management and lack of intelligent analysis of service data. Aiming at the above three drawbacks, this paper researches how to construct a CRM-based CSS, based on the implementation project of ChangSha Zoomlion Heavy Industry and Technology Development CO. LTD Customer Relationship Management (CRM). Combining theory with practice and absorbing the foreign theory and research results, this paper focuses on the following three fields: firstly, through the construction of Call Center in CRM, integrated customer contact channel is achieved. Secondly, through the implementation and application of Customer Service and Support (CS&S) in CRM, it is possible to computerize customer service and automate service process. Lastly, with business intelligence applied in customer service, the powerful decision support is provided to customer service. In summary part, this paper compares CRM-based CSS done by above three procedures with traditional CSS, illuminates the traits and functions of CRM-based CSS and makes a list of some specific management requirements in CRM-based CSS.This paper is an exploratory practice that advanced management idea and information technology of CRM is used in the construction of CSS. Therefore it has certain reference value for the construction and perfection CSS of enterprises.