CRM业务分册(DOC 52页)

顾客关系管理系统.....1
蓝图设计报告.....1
1.....业务现状与问题分析.....1
1.1.....业务现状.....1
2.....系统建设范围.....1
2.1.....建设范围.....1
3.....业务流程.....2
3.1.....流程概述.....2
3.1.1.....业务清单.....2
3.1.2.....流程图例.....2
3.2.....会员卡、储值卡流程.....3
3.2.1会员卡、储值卡制卡流程.....3
3.2.2会员卡、储值卡申领流程.....5
3.2.3会员卡发卡流程.....7
3.2.4储值卡销售、开通流程.....9
3.2.5会员消费流程.....11
3.2.6储值卡存款流程.....13
3.2.7会员卡礼品返利流程.....15
3.2.8会员卡积分支付流程.....17
3.2.9会员卡升级流程.....19
3.2.10会员降级流程.....21
3.2.11会员卡积分转赠流程.....22
3.2.12储值卡解锁流程.....24
3.2.13会员卡、储值卡禁用、解禁流程.....24
3.2.14会员卡、储值卡挂失、补办流程.....27
3.2.15会员卡、储值卡消磁、换卡流程.....29
3.2.16其他会员管理.....31
4.....业务单据.....31
4.1.....会员卡申请单.....31
4.2.....会员卡领用单.....32
4.3.....会员兑换礼品台帐表.....33
4.4.....会员卡挂失登记表.....34
4.5.....会员卡补卡登记表.....35
4.6.....会员卡补磁登记表.....36
5.....系统升级方案.....36
5.1.....基础数据升级方案.....36
5.1.1.....会员数据.....36
5.1.2.....会员卡数据.....36
5.1.3.....会员卡格式数据.....36
5.2.....积分数据升级方案.....37
6.....报表体系.....38
6.1.....会员基本数据分析报表.....38
6.1.1.....会员基本信息统计分析报表.....38
6.1.2.....会员生日名单.....38
6.2.....会员贡献度分析报表.....39
6.2.1.....会员卡和积分支付报表.....39
6.2.2.....会员刷卡频度分析.....39
6.2.3.....会员消费按卡汇总报表.....40
6.2.4.....会员消费按卡类型汇总.....40
6.2.5.....会员消费按品类汇总报表.....41
6.2.6.....会员消费按消费组织汇总报表.....41
6.2.7.....会员消费按性别汇总报表.....41
6.2.8.....会员消费年龄段分析.....42
6.3.....会员倾向性分析报表.....42
6.3.1.....会员消费商品明细报表.....42
6.4.....会员综合分析报表.....43
6.4.1.....会员卡积分及返利情况.....43
6.4.2.....会员消费四象限分析.....43
6.5.....卡分析报表.....44
6.5.1.....卡回收情况报表.....44
6.5.2.....卡销售报表.....44
6.5.3.....卡销售绩效同比分析报表.....45
6.5.4.....卡销售收款员报表.....46

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