基于业务过程的客户关系管理模型研究
文献类型：学位论文
| 作者 | 李兵 |
| 学位类别 | 博士 |
| 答辩日期 | 2003-06-30 |
| 授予单位 | 中国科学院沈阳自动化研究所 |
| 授予地点 | 中国科学院沈阳自动化研究所 |
| 导师 | 薛劲松 ; 朱云龙 |
| 关键词 | 客户关系管理 业务过程管理 动态任务分配 性能评价 |
| 其他题名 | Research on Business Process-Based Customer Relationship Management Model |
| 学位专业 | 机械电子工程 |
| 中文摘要 | 本文在综述了国内外关于CRM研究现状的基础上，提出使用业务过程管理（BPM）支持客户关系管理模型的研究，并对基于BPM的以客户为中心的CRM体系结构及相关理论进行了深入的探讨，具体的研究内容如下： 首先，针对现有CRM产品的一些弱点，提出了一种基于业务过程管理的CRM系统来改进这些弱点。 然后，探讨了将业务过程管理（BPM）应用到CRM中的可能性和有效性，并归纳总结了CRM中所包含的业务过程的种类和特点。在此基础上，提出了支持CRM的协作交互模型和面向对象的工作流模型。 在上述研究内容的基础上，分析了目前CRM中客户服务自动化的现状，在此基础上提出了基于工作流的客户服务请求处理时间的估计方法和服务请求执行过程中任务动态分配的方法。 另外，通过对CRM中相关业务过程的研究，指出业务过程的性能分析和评价是在CRM中不断进行过程改进的非常重要的一环。我们分析了业务过程评价指标的特点和选择评价指标的原则，据此建立了CRM的业务过程评价指标体系，并给出了各种评价指标的计算方法及CRM业务过程性能评价方法。 最后，我们提出了一种模糊聚类分析和多指标决策相结合的客户价值分析评价方法，并对传统的多指标决策算法做了相应的改进。总之，本论文的工作是将业务过程管理（BPM）技术应用于客户关系管理（CRM）研究中的探索和尝试，为我国企业更好的实施CRM提供了相应的理论和方法论的指导。 |
| 索取号 | TH166/L31/2003 |
| 英文摘要 | Based on the intensive study of the current domestic and overseas research on CRM, a model using business process management (BPM) to support customer relationship management is set up in this thesis and the structure of the customer-centered and BPM-based system and the relative theories are studied, the research includes the content as follows: First, to modify the current weakness of the CRM product, a new BPM-based CRM system is proposed. Then the possibility and validity to apply BPM to CRM is discussed and the characteristics and categories of the business flow in CRM are summarized. Based on the above work, a cooperative work model and an object-oriented business process model are put forward, so to support the business-based management in CRM effectively.Based on the above research, the current automatic situation of customer service in CRM is analyzed and it is pointed out that the management on the request of the customer service is the weakness in CRM. Thus the method for estimating the disposal time of the business process based customer service request and the method for dynamically distributing the task occurring in the conduction of the service request are put forward, which can improve the automatic performance of the customer service efficiently. Besides this thesis pointes out that it is very important to analyze and evaluate the business process performance for improving the process in CRM continuously. The character of the evaluation index of the business process and the principle for selecting the evaluation indexes are analyzed. The method for evaluating the performance of the concrete workflow based CRM business process is described in details. Above work provides certain theoretical basis for improving the business-flow in CRM effectively. Finally, an evaluation method is proposed which combines the blur and clustering analysis and multiple indexes decision to analyze the customer value, and the traditional multi-criteria decision algorithm is improved so that the computation of the algorithm is simplified and application of the algorithm is more practical. In conclusion, with our work the application of the BPM in the CRM is explored and experienced systematically, which directs the Chinese companies to use CRM better with correlative theories and methods. Thus it is undoubtedly to say that this thesis is of certain significance and realistic application value. |
| 语种 | 中文 |
| 公开日期 | 2012-08-29 |
| 产权排序 | 1 |
| 分类号 | TP315 |
| 源URL | [http://ir.sia.ac.cn/handle/173321/9551]  |
| 专题 | 沈阳自动化研究所_工业信息学研究室_先进制造技术研究室 |
| 推荐引用方式 GB/T 7714 | 李兵. 基于业务过程的客户关系管理模型研究[D]. 中国科学院沈阳自动化研究所. 中国科学院沈阳自动化研究所. 2003. |
入库方式： OAI收割
来源：沈阳自动化研究所
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