Simply put, information management is the management of information resources and information activities by people. Information management refers to the information that people collect, process, input and output in the whole management process. The process of information management includes information collection, information transmission, information processing and information storage.
Customer information management process 1. Standardize customer information management behavior
2. Provide basis for relevant departments to make decisions 1. Familiar with customer information collection methods.
2. Master the skills of customer information analysis 1. Develop a customer information management system.
According to the company's requirements for customer information management, the customer service department prepares a customer information management system, which is reviewed by the customer service director and reported to the general manager for approval.
2. Determine the content of customer information collection.
The customer service manager determines the content of customer information collection according to the approved customer information management system.
3. Collect customer information
Customer service staff and sales staff use certain information collection methods to collect customer information, and fill in the customer information questionnaire and customer information questionnaire according to specific requirements.
4. Update the customer information base
The customer service staff and sales staff will summarize the collected customer information to the information management staff of the customer service department, and update the customer information database "customer information statistics table".
5. Customer information integration and analysis
The customer service information manager integrates and analyzes the customer information analysis table.
6. Establish relevant customer indicators
According to the statistical analysis and experience of previous data and on the basis of full discussion with other departments, the information management personnel of customer service department establish relevant customer indicators.
7. Prepare customer information analysis report
According to the requirements of other departments, the information management personnel of customer service department prepare different customer information analysis reports and customer information analysis reports.
8. Data archiving
The information management personnel of the customer service department will file the customer information and related analysis reports in the customer files on time.