Application of cloud Computing in customer relationship management in telecom industry

Introduction

At present, due to the large number of users, massive storage space and strong computing ability, the traditional customer relationship management model is difficult to meet the demand of customer relationship management in telecom industry. In addition, the application value of cloud computing is favored by many enterprises, including IBM, Google, Microsoft, Amazon, Yahoo, the company in the cloud computing research has spent a huge amount of human, material and financial resources. Enough to be seen in the value of cloud computing. In order to solve the problems of traditional customer relationship management system, the network applications and services related to cloud computing have been applied to customer relationship management.

In order to promote customer relationship management in telecom industry, using cloud computing technology to improve service capability and reduce operating cost, it is necessary to study the application of cloud computing in customer relationship management systematically and deeply. This paper uses the cloud computing model to realize CRM in the telecom cloud computing Customer Relationship management system in Dongguan.

1 Introduction to Customer Relationship Management (CRM) in telecom industry

In the domestic telecommunication industry, the Chinese telecom operators have formed the pillars of China Mobile, telecom and China Unicom. With the increasing competition in the telecom industry and the rapid development of information technology, the management mode of telecom industry must change from "information-centric" to "customer-centric" to adapt to the development of society. It is in this case. Customer relationship management system came into being. Customer Relationship Management (CRM) system has the advantages of higher level of enterprise informatization, richer data resources and technical experience. Therefore, CRM becomes the key for telecom industry to improve its service quality, reduce customer turnover rate and enhance its competitiveness.

Customer relationship Management is simply a kind of advocacy enterprise customer-centric management ideas and methods. Dongguan Telecom Customer relationship management needs to set up business processes for telecom customers, practice enterprise customer-centric business philosophy, so that the content of service, quality are constantly improved and improved; In addition, we also need to meet the most realistic customer needs, improve customer satisfaction and loyalty, And finally in the enterprise and target customers to establish a long-term, stable, mutually beneficial relationship. However, due to the large number of customers in the telecommunications industry, the general customer relationship management system in the customer volume reached a certain amount of system performance degradation, server panic and many other problems.

2 Introduction to Cloud computing

Cloud computing is a business computing model that distributes computing tasks across a pool of computer-enabled resources, enabling users to gain computing power, storage space, and information services on demand.

Cloud computing is developed by the technologies of distributed computing and Grid computing, and integrates common computing, virtualization and WEB 2.0 technologies. In essence, cloud computing is a combination of server virtualization technology and infrastructure that is service (IaaS). The core is to provide users with services in the form of leased computing resources after virtualization of computing resources for one or several data centers. Simply put, the service that provides computing resources is to assemble many heterogeneous computers to provide a variety of services for enterprise or individual users, which can be inexpensive PCs without requiring enterprises to buy expensive large servers, which gives the enterprise more choice. Now the more popular cloud computing open source Framework is Hadoop, this article uses this framework to achieve cloud computing.

3 Cloud Computing CRM application in Telecom industry

In order to solve the problems in the CRM system of the old telecom industry, the CRM based on cloud computing has been put forward recently, this new kind of solution can provide powerful computing ability and massive storage space support at low cost. The following will give a basic introduction of cloud computing CRM platform in Dongguan Telecom industry.

(1) Project Introduction

Dongguan Telecom has a large number of small and medium-sized enterprises, how to effectively maintain the stock of customers, improve the difficulty of customers have higher requirements. and provide Customer Self-Service customer relationship management solutions, can be targeted in this area to provide a good way to bind users at the same time, can be based on this to achieve more value-added applications, the project is in this environment was born.

(2) Functional structure

Dongguan Telecom Cloud computing CRM platform mainly has customer information, invoicing and customer care three functional modules. Figure 1 is a system functional chart:

Figure 1 Functional chart

Customer Information: This module provides customers with the management of personal data. Customers can use this module to publish, modify customer profile. The personal data includes the customer's basic information and contact information.

Invoicing: Also known as the purchase chain. Is the process of enterprise management procurement (into)-warehousing (storage)-sale (sales) of the dynamic management process. Enter refers to the process of inquiry, purchase to warehousing and payment, sales refers to the process of quoting, selling to out of the library and collecting money: deposit is to point out the storage, including picking, returns, inventory, reporting losses, borrowing, allocating, etc. affecting the amount of inventory.

Customer Care: It is the center of CRM. It includes customer service (including providing product information and service advice to customers). Product quality (should meet the relevant standards, suitable for customer use, to ensure safe and reliable). Quality of service (refers to the customer experience in the process of contact with the enterprise), after-sales service (including after-sale inquiries and complaints, as well as maintenance and repair).

(Responsible editor: The good of the Legacy)