CN103747022A - Customer relation management system - Google Patents

Abstract

The present invention discloses a cloud computing-infrastructure, namely a service customer relation management system (1000). The customer relation management system comprises a customer-oriented data center zero contact-type service mechanism, so that customers can remotely obtain the cloud computing resources of computing, storage and network bandwidth without needing to contact a server, a switch and a firewall physical device, and to go to a cloud computing data center. The customer relation management system of the present invention is suitable for the flexible management and customer data flow management of the cloud computing resources, and possesses a wide market application prospect.

Description

CRM system

Technical field

The present invention relates to a kind of cloud computing-infrastructure is services client relation management system, realized a kind of customer-oriented " data center's zero contact " formula service mechanism, be used for making client without contact server, switch and fire compartment wall physical equipment, without going to cloud computing data center, get final product the cloud computing resources of long-range acquisition calculating, storage and the network bandwidth.The invention belongs to cloud computing technology field.

Background technology

In prior art field, 201110127088.X number patent documentation discloses a kind of method and apparatus of virtual network configuration migration, in the present invention, the network migration event of Network Management Equipment perception fictitious host computer, the ascending physical signal switch of moving into of moving into fictitious host computer issues configuration, the renewal restrict access of ascending physical signal switch to fictitious host computer of moving into, Network Management Equipment can also issue configuration to the ascending physical signal switch of moving out of fictitious host computer, upgrades the restrict access of ascending physical signal switch to fictitious host computer of moving out.By issuing configuration to physical switches, make physical switches control flexibly the access of external user to fictitious host computer, because this process does not need to realize extra agreement, so realizability is good; Simultaneously implementation procedure is irrelevant with concrete physical network, does not need physical network that special support is provided, so has good compatibility.This invention, only for moving fictitious host computer, can not facing cloud calculating provide remote operation and non-contact type substantial length of operation, is not the Remote configuration for cloud computing system resource.

200880013414.0 number patent documentation has been described fictitious host computer migrating technology.In each embodiment, fictitious host computer can utilize LUN (LUN) shielding to move to another master computer from a master computer.The LUN of storage array can be mapped to the virtual drive of fictitious host computer.The shielding that the LUN mask that LUN is associated with the first master computer of fictitious host computer is configured to remove this LUN is to move to the second master computer by this fictitious host computer from this first master computer.This technology also, not for the customer relation management of cloud computing system, can not provide the elasticity of cloud computing resources, long-range, self-service configuration.200810184903.4 number patent documentation discloses a kind of computing equipment, carrys out configuration virtual main frame by configuration order.Each fictitious host computer can guide from corresponding fictitious host computer image file.When fictitious host computer guiding or execution, in the application file that fictitious host computer can be included from corresponding fictitious host computer image file and operating system file, read or write to it.Before fictitious host computer guiding, by application file and the operating system file comprising from corresponding fictitious host computer image file, read or write to it, computing equipment can obtain or arrange the operating system that will guide in corresponding fictitious host computer and the configuration attribute of application.Computing equipment can carry out that configuration order obtains or the configuration attribute of setting operation system and application.This technology also, not for the customer relation management of cloud computing system, can not provide the elasticity of cloud computing resources, long-range, self-service configuration.

200510048886.8 number patent documentation discloses a kind of WEB server based on fictitious host computer, this server comprises: high-performance HTTP process unit, for accepting user's concurrent connection, according to user's request, from WEB buffer unit, obtain user requested data object and return to user, and notify cache manager when needs loaded data object; WEB buffer unit, for attribute and the data content of data cached object; Cache manager, for receiving the load request of high-performance HTTP process unit, obtains required data object from corresponding service module group, is loaded in WEB buffer unit.This invention also discloses a kind of user simultaneously and by the WEB server based on fictitious host computer, has obtained the method for visit data, this WEB server and method can, when improving system effectiveness, extensibility and supporting large concurrent access, provide different QOS demands to different virtual main frame.This patent is actually the common application to existing fictitious host computer technology, is not applied to cloud computing, and does not set up the far call mechanism of server resource.

Technology related to the present invention mainly contains hosting (English: colocation), also claim Co-location technology, that client is put into by the Internet Server of oneself machine room that Internet Service Provider ISP (ISP) sets up, monthly pay necessary expenses, by ISP on behalf of management maintenance, and a kind of method of service that client operates from far-end line server.Hosting is a kind of very ripe solution, and the hosting that Virtual network operator or large IT integrator provide for medium-sized and small enterprises helps medium-sized and small enterprises to set up their website or simple IT system.Each medium-sized and small enterprises has an independent main frame, and Virtual network operator or large IT integrator are their ON/OFF/daily system maintenance.Trustship business advantage has: cost is lower, and professional and technical personnel is responsible for maintenance, and the expansion of the trustship network equipment is convenient, and user can select arbitrarily 2M-100M (exclusively enjoy or share) access rate, network stabilization etc.Hosting client can send open and close by web browser, monitoring trustship main frame, application server obtains this order, and it is relevant to the operation of fictitious host computer and result is turned back to web browser to carry out by carrying out relevant network service (WebServices).

The shortcoming of hosting is, client needs the hardware resource of situ configuration oneself, can not realize long-range elasticity configuration server resource, can not set up a kind of customer-oriented " data center's zero contact " formula service mechanism, can not make client without contact server, switch and fire compartment wall physical equipment, without going to cloud computing data center, get final product the cloud computing resources of long-range acquisition calculating, storage and the network bandwidth.

In addition, fictitious host computer is to use special software and hardware technology, a real physics host computer is divided into a plurality of logic storage units, each unit does not have physical entity, but each physical location can be worked as real physical host on network, there is independent domain name, IP address (or shared IP address) and complete Internet server capability.The key technology of fictitious host computer is, even in same hardware, same operating system, moving is the different server formula that a plurality of users open, and does not interfere with each other.And each user has a part of system resource (IP address, document memory space, internal memory, CPU time etc.) of oneself.Completely independent between fictitious host computer, in the external world, each fictitious host computer is identical with the performance of an independent main frame.So the logic main frame being virtualized this is by be called " fictitious host computer " of image.Existing fictitious host computer technology can not provide the elasticity of cloud computing resources, long-range, self-service configuration.

Current any fictitious host computer is preconfigured to the universal product by ISP, to client, sell, that is to say, ISP is predisposed to virtual machine the product of fixing similar physical machine, its software and hardware resources that can call is predefined, and client can not arbitrarily change the resource distribution of virtual machine.ISP does not allow client to change virtual machine configuration yet.That is to say, the Host Type of existing fictitious host computer technical configuration is fixed, user can only choose different main frames, main frame that can not own long-range establishment oneself, and also main frame can not increase or release calculating, storage, bandwidth, software, hardware, data resource automatically according to business demand.Like this, the resources such as the calculating that user buys, storage, bandwidth just do not have elasticity, can not immediately need automatic expansion or release; In this case, fictitious host computer or a similar hardware host that user buys, the service that ISP provides is without any elasticity.

Summary of the invention

The invention discloses a kind of cloud computing-infrastructure is services client relation management system, realized a kind of customer-oriented " data center's zero contact " formula service mechanism, be used for making client without contact server, switch and fire compartment wall physical equipment, without going to cloud computing data center, get final product the cloud computing resources of long-range acquisition calculating, storage and the network bandwidth.

This system has been invented marketing automation, market automation and three engines interlocks of service support automation, and by customer self-service information desk engine implementation the service experience of client with data center's " zero contact " of system control.This system made a unified customer interaction database, comprehensive client's marketing activity, sales call, the customer service communication intersection record of recording of described database, record customer interaction channel and other channels of Self-Service, comprise the fully integrated of phone, mail (comprising annex), chat software, fax, file scanned copy client channel, realize CRM " zero runs off " management to customer data; All data in described database are all carried out intelligent retrieval according to the different dimensions of user role authority, client, product.This system is utilized natural language recognition technology, by mail and customer self-service information desk human-computer interaction interface, automatically for client provides solution.This system intelligence api interface not only can be logined use by the browser in PC, also will support panel computer (supporting the multiple intelligent operating systems such as Microsoft, apple, Android, Saipan).This system is by the integrated innovation to internet appliances such as the analysis of whois domain name, Alexa website visiting rank, google subscribe to news and IP parsings, and the system that promoted dynamically updates ability to the automation of client information management.By above-mentioned innovation, native system for cloud computing-infrastructure be that service provider provides 360 degree panorama client views, by this view, native system provides the elastification of service.

Particularly, the invention discloses a kind of cloud computing-infrastructure is services client relation management system, comprise server and client side's hardware device, and the control system of server end installation, control system connects described server end and client hardware equipment, described control system comprises services client relation management system (1000), cloud computing-infrastructure is that services client relation management system (1000) comprises a kind of customer-oriented " data center's zero contact " formula service mechanism, be used for making client without contact server, switch and fire compartment wall physical equipment, without going to cloud computing data center, can long-range acquisition calculate, the cloud computing resources of storage and the network bandwidth, described mechanism is by the marketing automation of described system (1000), three engines of market automation and service support automation drive, and by " zero contacts " service experience of customer self-service information desk engine implementation client and system (1000) data center, described three engines obtain, perfect, conversion and maintenance realize all data that cloud computing-infrastructure is services client relation management system (1000), obtain at any time, as required the Service Source of infrastructure create necessary condition for client, described customer self-service information desk engine is collected customer information, is that the internal resource of described system (1000) is able to reconfigure with described customers as center, it is characterized in that, described system (1000) also comprises a workflow engine, and described engine guiding operating personnel, by a series of paths of the online establishment of a workflow designer, realize the automatic turnover of workflow.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, to market, sale and contact staff, wholes' described system (1000) in system (1000) communicate by letter, operation, business record add up, and adjust described personnel's emolument or bonus by described record.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, described system (1000) comprises a unified customer interaction database, comprehensive client's marketing activity, sales call, the customer service communication intersection record of recording of described database, record customer interaction channel and other channels of Self-Service, comprise the fully integrated of phone, mail (comprising annex), chat software, fax, file scanned copy client channel, realize CRM " zero runs off " management to customer data; All data in described database are all carried out intelligent retrieval according to the different dimensions of user role authority, client, product.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, described system (1000) comprises client's business intelligence information database, and described database, to client trading data analysis, draws useful client's behavior report.

Described a kind of cloud computing-infrastructure is services client relation management system (1000), it is characterized in that, described system (1000) comprises a cloud controlling mechanism: for realizing renewal, the monitoring that infrastructure is service product, check and host maintenance.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, described system (1000) comprises following subsystem: marketing automation subsystem (1100), market automation subsystem (1200), service support automation subsystem (1300), customer self-service information desk subsystem (1400), customer relation management subsystem (1500), described system (1000) records client's essential information, customer order, client uses resource, client pay the bill situation and client and sale, contact staff's communication record is also shared described marketing automation subsystem (1100) for each subsystem, market automation subsystem (1200), service support automation subsystem (1300), customer self-service information desk subsystem (1400), customer relation management subsystem (1500) has routine interface each other, and the data that described system (1000) is collected by each subsystem, comprise client's essential information, customer order, client uses resource, client pay the bill situation and client and marketing, sell, contact staff's communication record converge in one configurable managed, automatically in the database upgrading, to guarantee the consistency of data between described subsystems, described customer relation management subsystem (1500) and instant messaging tool, e-mail tool and fax through internet instrument are undertaken integrated by routine interface, the subsystem of described system (1000) or submodule call instant messaging tool, e-mail tool and fax through internet instrument by the application program of described routine interface.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, described marketing automation subsystem (1100) for effectively planning marketing activity, manage all marketing expenditures, analyze implementation status and effect, tracking potential customers' consulting activity process, and guide to market automation subsystem (1200) or marketing personnel serve manual service interface the potential customers of described system (1000) by the potential customers that have clear and definite purpose are seamless; Described subsystem (1100) comprises that client information management submodule (1110), activity management submodule (1120), management of product submodule (1130), price control submodule (1140), opponent follow the tracks of submodule (1150), information management and marketing form submodule (1160), and described six submodules can push to described marketing personnel, provide, show, show, send, download man-machine inquiry or operation interface; Described marketing personnel comprise staff, supervisor or the marketing manager who participates in mail direct selling, Direct Sales over phone, exhibition and sales activity Plan and implement, advertisement, public relations and media production, described marketing personnel are assigned with different roles at described six submodules, each role has different inquiries or operating right at described six submodules, the configuration of described authority adopts hierachical structure, and described role's upper level immediate suppervisor role arranges its direct role's of subordinate authority by the man-machine interface of transferring from described system (1000);

Client's essential information of described client information management submodule (1110) management comprises: customer number, customer name, former name (a plurality of), telephone number, address, postcode, network address (a plurality of), the website number of putting on record, industry, state (potential, formal, loss) etc.; Customer contact information comprises: contact person, position, phone, mailbox, fax, birthday, hobby;

Described client information management submodule (1110) is retrieved client's domain name by integrated third party's instrument, obtains the information such as essential information, client web site scale (visit capacity) and current operator used that client provides at Domain Name Registrar place; Query Result shows in individual page, for marketing personnel compare, reference;

The built-in marketing activity plan template of described activity management submodule (1120), described marketing personnel are according to marketing activity scale, comprise customer involvement quantity, expense standard, activity nature, comprise that new product displaying, sales promotion, client extend appreciation, and manner, comprise on-the-spot meeting, mail selection template, fast creation marketing activity plan on a man-computer interface; Marketing personnel are inquired about, set, revise, adjust movable beginning and ending time, estimated cost, estimated sales value, expectation chance number, target making information by described activity management submodule (1120);

Described management of product submodule (1130) management product classification, comprises that cloud main frame, cloud storage, cloud accelerate; Also management product configuration, comprises cloud host configuration template, comprises CPU frequency, memory size, hard-disk capacity and network bandwidth setting, and operating system mirror image, comprises classification, version updating, and cloud storage products unit capacity arranges, cloud accelerates; After the information change of described product, the interface product information of described subsystem (1200), subsystem (1300) and subsystem (1400) application is upgraded immediately simultaneously;

Described price control submodule (1140) offers marketing personnel and changes base price, regulate the man machine operation interface of discount amplitude, the pricing information that described marketing personnel upgrade is upgraded in described subsystem (1200), subsystem (1300) and subsystem (1400) simultaneously;

Described opponent follows the tracks of submodule (1150) rival's of marketing, sale and contact staff's typing business revenue situation, product situation and marketing activity information is managed; Described submodule (1150) also automatically, regularly obtains rival's information by search engine, automatically carries out classification, the polymerization of described information according to rival's title, and described rival's title comprises a title dictionary system of automatically upgrading; Described submodule (1150) is by obtaining corresponding IP address to the parsing of potential customers, target customer or existing customer's domain name, utilize third party's instrument, judge this client service provider of cooperation now, be the rival of described system (1000), service provider's list that described judgement is obtained is included described title dictionary system automatically in.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, described market automation subsystem (1200) is realized selling omnidistance automatic management by following submodule: opportunity management submodule (1210), interactive management submodule (1220), schedule management submodule (1230), bidding management submodule (1240), sales forecast management submodule (1250), order and managing bill submodule (1260), competition management submodule (1270), Report Server Management submodule (1280), spending reimbursement management submodule (1290), decision tool submodule (12A0), knowledge base and sales tool submodule (12B0),

Quotation information in described bidding management submodule (1240) comprises noun, the quantity of quotation No., sales opportunnities, product list, validity of offer and sell goods; Between described submodule (1240) and submodule (1210), be provided with routine interface, in submodule (1210), can directly call the price list in submodule (1240); Described system (1000), for a large amount of buyings or the publicly-owned cloud infrastructure services that comprises value-added service, provides personalized customization price list man machine operation interface, and template and online editing man machine operation interface are provided; Described price list directly sends to client with Email or fax form by described system (1000) after generating, and can send note simultaneously and remind; Can associated a plurality of price lists in same business opportunity, but the different prices of identical product, the also different prices of different product;

Described competition management submodule (1270) is connected by routine interface with submodule (1160), with regard to same rival's information, calls; From submodule (1160) record rival's marketing texts information different be, the concrete competitive relation producing at aspects such as product, quotation and services with rival in submodule (1270) collection management sales process, sales force is by the rival's Message Entry System (1000) running in sales process, this part information is not only associated with client, opportunity management submodule, also with " marketing automation module " in rival's information association integrate, sales force by the retrieval of rival's title, share its information;

Described knowledge base and sales tool submodule (12B0), by directory tree management product knowledge, sales policy, product description, product correlation technique data, enterprises propagandist data, provide online browse, differentiated control and down operation; Described submodule (12B0) is also supported on mobile phone, panel computer or notebook, by webpage, with video or Flash form, directly to client, shows the distribution of cloud computing infrastructure, service guarantee, service feature information; Support client access high in the clouds system, to client, show that cloud computing infrastructure is service product ruuning situation.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, described service support automation subsystem (1300) comprises that customer service represents that information desk submodule (1310), e-mail management submodule (1320), service contract management submodule (1330), service request management submodule (1340), service level managment submodule (1350), customer issue are analyzed submodule (1360), customer satisfaction is managed submodule (1370), product quality management submodule (1380) and (1390) nine submodules of information management submodule; Described subsystem (1300) is collected, is managed all information on services by described submodule, and the overall process of customer service is carried out to record; Described product quality management submodule (1380) carries out Macro or mass analysis from product dimension to customer service request, customer surveys content, continues product quality to carry out from motion tracking.Different from submodule (1360) concern operation situation, submodule (1380) is paid close attention to client's feedback from product design itself; The customer service management personnel of operation submodule (1380) derive quality management form by man-machine interface, as product design in the future, improved basic foundation; Described information management submodule (1390) is by directory tree management product knowledge, correlation technique support, customer service skill, service policy, support keyword and systematic searching, support search record is associated, directly text message is shared to client by mail or customer self-service information desk.

Described a kind of cloud computing-infrastructure is services client relation management system, it is characterized in that, described customer self-service information desk subsystem (1400) comprises client information management submodule (1410), test experience submodule (1420), order management submodule (1430), Host Administration submodule (1440), the management submodule (1450) of putting on record, Service Management submodule (1460), shares knowledge base submodule (1470), multiple terminals support submodule (1480); Described submodule supports that client realizes cloud computing product purchase, resource management, after-sale service at human-computer interaction interface;

The built-in map page of submodule (1420) is experienced in described test, with electronic chart, to client, shows that cloud computing infrastructure is service product resource distribution situation; Client selects on described electronic chart, after specific resource points, its cloud host performance, network effect to be tested by man-machine interface;

Described Host Administration submodule (1440) supports client to utilize instrument that system provides drawing topological graph voluntarily, in order to clear and definite cloud computing infrastructure, is application contacts, Data relationship or the net connection between service product; The technology that described submodule (1440) is realized automatic Topology Discovery Algorithm use is ICMP (Internet Control Message Protocol, the Internet Internet Control Message Protocol, be Ping order) and SNMP (SimpleNetwork Management Protocol, Simple Network Management Protocol) technology, described algorithm requires input SNMP Read-Community, is applicable to find the IP network under same management organization; First described algorithm from local subnet, obtains local all mobile host computers by Ping, utilizes SNMP to distinguish normal hosts and router, then router is inquired about the information of the System group of download router, Interfaces group, IP group.Obtain the direct-connected network of router, carry out next round computing, until find the degree of depth (jumping figure) of all-network or arrival appointment;

Described submodule (1440) utilizes SNMP (Simple Network Management Protocol, Simple Network Management Protocol) realization to carry out conduct monitoring at all levels to the performance of cloud computing fictitious host computer (CPU, internal memory and hard disk), application, network; System apparatus for supporting dial plate, waveform graph display mode; System and instant messaging tool and e-mail tool are integrated, realize threshold values is reported to the police SMS notification and E-mail Message Function are provided.

Benefit of the present invention is: realized customer-oriented " data center's zero contact " formula service mechanism, make client without contact server, switch and fire compartment wall physical equipment, without going to cloud computing data center, get final product the cloud computing resources of long-range acquisition calculating, storage and the network bandwidth.

Accompanying drawing explanation

Fig. 1 is that CRM system (1000) forms structure chart;

Fig. 2 is marketing automation module (1100) workflow diagram;

Fig. 3 is subsystem (1100) structure chart;

Fig. 4 is activity management submodule (1120) structure chart;

Fig. 5 is market automation module (1200) structure chart;

Fig. 6 is marketing data process chart;

Fig. 7 is campaign management flow chart;

Fig. 8 is opportunity management flow chart;

Fig. 9 is rival's management flow chart:

Figure 10 is service request management flow chart;

Figure 11 is KBM flow chart;

Figure 12 is work load management workflow diagram.

Embodiment

Embodiment 1

The present embodiment provides " data center zero contact " formula service for serving by cloud computing-infrastructure for client, that is client is without physical equipments such as contact server, switch and fire compartment walls, more, without going to cloud computing data center, can obtain the cloud computing resources such as calculating, storage and the network bandwidth.

The CRM system of the present embodiment is customer-centric, take and improves customer satisfaction as object, outstanding customer interaction management and customer care; By marketing automation module, market automation module and three engines of service support automation module, drive, and by customer self-service information desk system, finally realize " zero contacts " service experience of client and data center.

It is consistent that the system interface that enterprises is used is used system with data with client.Three engines obtain, perfect, transform and keep realizing all data that cloud computing-infrastructure serve, for client, obtain at any time, as required the Service Source of infrastructure and create necessary condition; And customer self-service information desk systematic collection customer information is that internal resource is able to customer-centric reconfiguring, form eventually 360 degree panorama client views.

As Fig. 1, the CRM system (1000) of a kind of support cloud computing-" infrastructure serve " of the present embodiment, comprises following subsystem: marketing automation (1100), market automation (1200), service support automation (1300), customer self-service information desk (1400).It is characterized in that, system log (SYSLOG) client essential information, customer order, client use resource, client the exchanging information of situation and client and sale, contact staff of paying the bill.Each subsystem has routine interface each other, and said system data finally converge in a configurable managed database, to guarantee the consistency of data between each subsystem.CRM system and instant messaging tool, e-mail tool and fax through internet instrument are undertaken integrated by routine interface, in system (1000), subsystem or submodule call it by interface routine.

As Fig. 2, marketing automation module (1100) is managed the workflow between potential customers optimization sale and marketing effectively, is to obtain to sell successfully key.The marketing automation module of CRM system can effectively plan marketing activity, manages all marketing expenditures, analyze implementation status and effect; Follow the trail of potential customers' consulting activity process, and by the seamless sales force of guiding to of the potential customers that have clear and definite purpose or market automation module, guarantee not miss or omit any commercial opportunity.

As Fig. 3, subsystem (1100) comprises that client information management (1110), activity management (1120), the management of product (1130), price control (1140), opponent follow the tracks of (1150), information management and (1160) six submodules of marketing form.The main users of subsystem (1100) is marketing personnel.

Marketing personnel comprise staff, supervisor or the marketing manager of marketing activities such as participating in mail direct selling, Direct Sales over phone, exhibition and sales activity Plan and implement, advertisement, public relations and media production, and different concrete posies have different authorities.

Client's essential information that client information management submodule (1110) is managed comprises: customer number, customer name, former name (a plurality of), telephone number, address, postcode, network address (a plurality of), the website number of putting on record, industry, state (potential, formal, loss) etc.; Customer contact information comprises: contact person, position, phone, mailbox, fax, birthday, hobby etc.

Described submodule is retrieved client's domain name by integrated third party's instrument, obtains the information such as essential information, client web site scale (visit capacity) and current operator used that client provides at Domain Name Registrar place.Query Result shows in individual page, for marketing personnel compare, reference.

Network address checking: system is inquired about the domain-name information in marketing database customer information by integrated " domain name Whois query facility " (whois is the host-host protocol for information such as the IP of nslookup and the owners), obtain the more detailed customer datas such as CompanyAddress, telephone number, fax, technical relation people name, E-mail address, judge that this domain name is whether in can accessed state simultaneously.As, as follows to the result for retrieval of www.youku.com:

Domain name state: ok

Update time: the 19-4 month-2011

Creation-time: the 22-12 month-2003

Expired time: the 22-12 month-2012

Domain Name.....................youku.com

Name Server.....................ns1.youku.com

ns2.youku.com

ns3.youku.com

Registrant ID...................hc029497508-cn

Registrant Name.................JinGuo Liu

Registrant Organization.........1Verge Information Technology(Beijing)Co.，Ltd.

Registrant Address..............5F，SinoSteel Plaza，8 Haidian Street

Registrant City.................Beijing

Regi strant Province/State.......Beij ing

Registrant Postal Code..........100080

Registrant Country Code.........CN

Registrant Phone Number.........+86.01058851881-

Registrant Fax..................+86.01059708818-

Registrant Email................liujinguoyouku.com

Administrative ID...............hc481859878-cn

Administrative Name.............JinGuo Liu

Administrative Organization.....1Verge Information Technology(Beijing)Co.，Ltd.

Administrative Address..........5F，SinoSteel Plaza，8Haidian Street

Administrative City.............Beijing

Administrative Province/State...Beijing

Administrative Postal Code......100080

Administrative Country Code.....CN

Administrative Phone Number.....+86.01058851881-

Administrative Fax..............+86.01059708818-

Administratiye Email............liujinguoyouku.com

Billing ID......................hc343783649-cn

Billing Name....................JinGuo Liu

Billing Organization............1Verge Information Technology(Beijing)Co.，Ltd.

Billing Address.................5F，SinoSteel Plaza，8 Haidian Street

Billing City....................Beijing

Billing Province/State..........Beijing

Billing Postal Code.............100080

Billing Country Code............CN

Billing Phone Number............+86.01058851881-

Billing Fax.....................+86.01059708818-

Billing Email...................liujinguoyouku.com

Technical ID....................hc490519186-cn

Technical Name..................JinGuo Liu

Technical Organization..........1Verge Information Technology(Beijing)Co.，Ltd.

Technical Address...............5F，SinoSteel Plaza，8Haidian Street

Technical City..................Beijing

Technical Province/State........Beijing

Technical Postal Code...........100080

Technical Country Code..........CN

Technical Phone Number..........+86.01058851881-

Technical Fax...................+86.01059708818-

Technical Email.................liujinguoyouku.com

Expired time ... ... ... ..2012-12-2209:57:45

Website scale analysis: by integrated Alexa (Alexa rank refers to the world rankings of website) rank gopher, collect describing the data of client web site scale (visit capacity).

The 53rd of website www.youku.com whole world overall ranking, Chinese is ranked first 0.

Site name: the Yoqoo station head of a station: unification network electronic mailbox: webmasteryouku.com

Overall ranking: 53 next period ranks: 53 include the date: 22-Dec-2003

Belonging country: ZH-CN coded system: not quite clear access speed: 2,016Ms/30 divides

Adult's content: NO backward chaining: 56,883 telephone number: 010-84608668

Better address: Beijing, China

Dmoz: Yoqoo (www.youku.com) is Chinese the first video website.Obtain data as following table:

Accessed network address [32]	Near month website visiting ratio	Near month page access ratio	Page browsing amount per capita
				v.youku.com	87.62％	68.10％	4.15
youku.com	55.72％	17.94％	1.72
				u.youku.com	6.84％	3.61％	2.82
movie.youku.com	5.87％	1.74％	1.58
				tv.youku.com	5.49％	1.51％	1.47
news.youku.com	2.52％	0.58％	1.23
				static.youku.com	1.98％	0.54％	1.45
i.youku.com	1.09％	0.53％	2.58
				zy.youku.com	2.11％	0.47％	1.18
kanba.youku.com	0.50％	0.40％	4.3
				comic.youku.com	1.56％	0.37％	1.27
hz.youku.com	1.54％	0.37％	1.27
				c.youku.com	1.62％	0.32％	1.05
ent.youku.com	1.34％	0.26％	1.06
				game.youku.com	1.29％	0.26％	1.09
fun.youku.com	1.28％	0.26％	1.08
				tech.youku.com	1.17％	0.26％	1.17
finance.youku.com	1.13％	0.24％	1.11
				yuanxian.youku.com	1.17％	0.23％	1.05

music.youku.com	0.93％	0.22％	1.25
				dv.youku.com	0.99％	0.21％	1.13
sports.youku.com	0.86％	0.19％	1.18
				auto.youku.com	0.71％	0.17％	1.28
jilupian.youku.com	0.79％	0.16％	1.08
				verycd.youku.com	0.44％	0.13％	1.57
index.youku.com	0.42％	0.11％	1.41
				life.youku.com	0.50％	0.11％	1.19
so.youku.com	0.43％	0.11％	1.4
				player.youku.com	0.27％	0.09％	1.8
travel.youku.com	0.39％	0.08％	1.08
				atm.youku.com	0.34％	0.07％	1.16
OTHER	0	0.38％	0

Average daily IP (IP address) visit capacity [one week average] ≈ 11,340,000

Average daily PV (Page View) pageview [one week average] ≈ 61,689,600

Data screening: system provides the condition query functions such as rank in website, IP visit capacity and PC pageview.

As Fig. 4, activity management submodule (1120) comprises following application:

Marketing activity plan

Built-in marketing activity plan template, marketing personnel select template, fast creation marketing activity plan according to marketing activity scale (customer involvement quantity, expense standard etc.), activity nature (new product displaying, sales promotion, client extend appreciation etc.) and manner (on-the-spot meeting, mail etc.); Marketing personnel also can set, adjust information such as movable beginning and ending time, estimated cost, estimated sales value, expectation chance number, target makings.

Moving object is invited

Created after new activity program, marketing personnel press the moving object of the conditional filtering marketing activities such as client web site visit capacity, customer status (potential, formal, loss), client location; System can be notified moving object by note, mail automatically according to default notice time (1 week or 3 days).

Participate in employee's division of labor

Marketing personnel select to invite customer service or sell and participate in marketing activity, and system is carried out mail, SMS notification, prompting to representative of sales & marketing corresponding to participation active customer, customer service representative automatically, and Mail Contents will be enumerated activity and arrange in detail.

Respond management

Respond that management function comprises echo message management, replys script management, responds tracing management, sales opportunnities assessment and forwarding (to subsystem 1200) etc.System possesses automatic back function, and by client being responded to the keyword recognition of content, Auto-matching is replied script, realizes in the shortest time client is responded and responded.

Activation record

Marketing personnel to client show up, the development of the activity situation such as on-the-spot signing and Communication with Customer is added up, record, finally forms complete active record; Recorded information is not only associated with activity program, is also associated with the customer information of participation activity.Activation record is used as a part for customer interaction record, for marketing, sale and contact staff's retrieval and inquisition.

Movable assessment

System provide the customer involvement rate that is invited to (actual participation number/be invited to client's sum), client's response, actual purchase situation etc. the data of input system concentrate displaying, for marketing personnel, with regard to activity effect, assess, can adjust in time and revise activity program, the accuracy rate of selected sales promotion object, sales promotion channel and sales promotion information are entered the aspects such as attraction of sales promotion object, the assessment of row applicability, to find out movable advantage and defect, for the marketing activity from now on, use for reference.

The product category (cloudlike main frame, cloud storage, cloud acceleration etc.) that management of product submodule (1130) management cloud computing-infrastructure serve; Management product configuration, accelerates (area, operator) cloudlike host configuration template (CPU frequency, memory size, hard-disk capacity and the network bandwidth etc.) setting, operating system mirror image (classification, version updating), the setting of cloud storage products unit capacity, cloud.After product information changes, subsystem (1200), subsystem (1300) and subsystem (1400) interface product related information are upgraded immediately.Service level agreement is also used as product and brings system management scope into.

Price control instrument can allow marketing personnel change base price, regulates discount amplitude etc., and the pricing information of renewal is upgraded immediately at subsystem (1200), subsystem (1300) and subsystem (1400) interface.

Opponent follows the tracks of submodule the information such as the rival's of marketing personnel, sales force and contact staff's typing business revenue situation, product situation and marketing activity is managed.In addition, this submodule also possesses following functions:

Subscribe to news: by the search engine such as Baidu and google, subscribe to rival's related news, system according to rival's title automatically classify, polymerization.

Client is associated: system, by the parsing of client's domain name being obtained to corresponding IP address (using script operation ping order), is utilized third party's instrument, judges this client service provider's (being our rival) of cooperation now.As: by domain name mapping, the IP address that www.youku.com is corresponding is 211.151.146.19, and this IP address is " Beijing A-1. Net " in the home-operator of CNNIC registration; Judgement thus, for this client, one of rival that representative of sales & marketing faces is " A-1. Net ".

The market related datas such as information management submodule is dynamic by directory tree management industry, development trend, product description, order template, price list.The functions such as online browse, differentiated control and download are provided.

Marketing form submodule provides the forms such as activity analysis, marketing effectiveness, sale suggestion and competitor analysis.

Various marketing activities " informationization ", " standardization " as far as possible that market automation module (1200) is engaged in sales force and sales management personnel every day, and " rationalization " of the distribution of enforcement sale strength, its main purpose is by the standardization to the shared resources of customer information, Batch Processing information and sale flow process, improves integrated marketing ability.

As Fig. 5, market automation module (1200) realizes selling omnidistance automatic management by following submodule: opportunity management (1210), interactive management (1220), schedule management (1230), bidding management (1240), sales forecast management (1250), order and managing bill (1260), competition management (1270), Report Server Management (1280), spending reimbursement management (1290), decision tool (12A0), knowledge base and sales tool (12B0).

Business opportunity derives from client, under client, increases business opportunity; Sales force fills in general action under business opportunity, is presented as writing task information; Can below business opportunity, add relevant employee, relevant employee is filled in action and is described job information, and cotasking is processed, mainly for pre-sales technical staff and the tester of market department; In the solution formulation stage, the scheme that pre-sales personnel formulate can be suspended in the mode of annex under this business opportunity, and realization is shared with sales force's, jointly advances business opportunity; The price list that sales force fills in below business opportunity, can realize different approval processes according to its product price scope.

Submodule carries out unified management to the business opportunity with marketing activity collection sales force's typing, that website client registration is submitted to.System is associated with submodule (1110), to sales person client essential information; System records, manages information such as customer demand, procurement budget, scheduled purchasing times; The sales lead of collecting, providing for website visiting, liaison centre and the marketing activity, system is distributed according to sales force's industry poll automatically, and when having new sales lead to distribute to sales force, system can automatically send mail and note is reminded.

System provides sales stage mark function: find chance, proof machine meeting, demand analysis, value explanation, determine policymaker, cognitive analysis, suggestion quotation, negotiate audit, sign a bill.

The interactive process such as centralized management sales force visit, phone, mail, fax are the main tool that sales force plans, carries out and stores each daily marketing activity.Sales force can follow the trail of for all of certain client and cross or imminent activity details, no matter this mutual-action behavior own typing that is sales force, or by other people, for example, the sales force who has left office or the personnel of liaison centre input, these data all centralized stores in unified relational database.Because " information island " of not exchanging information caused between the personnel of all departments of enterprise is by good " bonding ".Interactive management relates to following correlation:

Relevant with certain client: for example due to one day, to a frequent customer, to make a call customary greets;

Relevant with certain sales opportunnity: for example with sales manager, business opportunity progress to be discussed;

Relevant with certain contact person: for example one day, Zeng Xiangqi sent out an Introductions of New Products inventory;

Relevant with certain after-sale service: for example certain engineer serves for client provides cloud host configuration.

The interactive process (record) such as submodule 1220 managerial marketing personnel visits, phone, mail, fax manage, and can provide by client, by sales opportunnities, by contact person, by after-sale service correlated condition, retrieve.

Schedule management submodule (1230) take " monthly calendar " show the work plan of setting voluntarily and the task being assigned with as acquiescence form, calendar can be per diem, between week, Month And Year view, switch flexibly.System is supported schedule management content synchronization to client's Mail Clients, panel computer or mobile phone; Sales force also can adjust schedule by above-mentioned terminal.Submodule (1230) has routine interface with submodule (1210), submodule (1220), can pass through submodule (1230) directly to (1210) and (1220) logging data.

Quotation information comprises the noun, quantity of quotation No., sales opportunnities, product list, validity of offer and sell goods etc. in bidding management submodule (1240), can product introduction as annex associated.

Submodule (1240) has routine interface with submodule (1210), in submodule (1210), can directly call the price list in submodule (1240).System, for a large amount of buyings or the publicly-owned cloud infrastructure services that comprises value-added service, provides personalized customization price list function, and template and online editing function are provided.Price list can directly send to client with Email or fax form by system after generating, and can send note simultaneously and remind.Can associated a plurality of price lists in same business opportunity, can be the different prices of identical product, can be also the different prices of different product.

Submodule (1240) has routine interface with submodule (1110), is also about to client's essential information and is associated with quote process, realizes at two mutual calling datas of sub-intermodule.

Sales forecast management submodule (1250) is according to the sales stage situation of record in 1210, automatically generate in " sale funnel figure ", and to sign a bill and sales process in the amount of money add up, finally on the estimation the signing time make short (in 1 month), in (1 month-3 months) and (more than 3 months) sales forecast for a long time.

Form with electronic order in submodule (1260) manages order, and it is associated with the customer information in submodule (1210), the quotation information in submodule 1240; Submodule (1260) also will carry out record to the invoice number of order association, title, project, the amount of money, the attribute informations such as date, the date of sending of making out an invoice.Submodule (1260) is done routine interface with taxation control system, can be at the direct printed invoice of submodule (1260) human-computer interaction interface.

Submodule (1270) is connected by routine interface with submodule (1160), with regard to same rival's relevant information, calls; The marketing texts information that records rival from subsystem 1160 is different, the concrete competitive relation producing at aspects such as product, quotation and services with rival in submodule (1270) collection management sales process.

Sales force is by the rival's Message Entry System running in sales process, this part information not only can be associated with client, business opportunity, also can with " marketing automation module " in rival's information association integrate, sales force can be by the retrieval of rival's title, share.

Report Server Management submodule (1280) and submodule (1210), submodule (1220), submodule (1220), submodule (1240), submodule (1250), submodule (1260), submodule (1270) etc. have routine interface, can generate respectively, the dynamic change of business opportunity quantity, business opportunity conversion ratio, sales force's course of work, sale amount, sales forecast, invoice is used and rival hits the multiple forms such as single.Except basic data form, submodule (1280) also provides the multiple template that presents such as post figure, pie chart, Line Chart to select as required for client.

Spending reimbursement management submodule (1290) is by simple workflow, the expenses that business activity produces to sales force's schedule is managed, and whole process has sales force's submit applications, sales manager to examine steps such as (reject or pass through).

Decision tool submodule (12A0) is the data query instrument providing after 1200 pairs of each module management data centralizations of subsystem are integrated, as, sales force can retrieve by man-machine interaction page facing customers purchaser record, service log, credit record, also can to preferential policy, carry out association to different client's conditions, business opportunity period of living in and confirm.

Knowledge base and sales tool submodule (12B0) manage by contents such as directory tree management product knowledge, sales policy, product description, product correlation technique data, enterprises propagandist data.The functions such as online browse, differentiated control and download are provided.

Submodule (12B0) is also supported on mobile phone, panel computer or notebook, by webpage, with video or Flash form, directly to client, shows the information such as the distribution of cloud computing infrastructure, service guarantee, service feature; Access high in the clouds system, shows that to client cloud computing infrastructure is service product ruuning situation.

Service support automation module (1300) is safeguarded the relation of long standing relation with client, thereby customer service, the especially after-sale service status in customer relation management is extremely important, the very most of quality from service of client's " satisfied dissatisfied ".Reach service and support template, team must be familiar with fast and effectively, understands and meet customer need, and whole customer service tissue it must be understood that client's basic demand and historical process.

Service support automation module (1300) comprises that customer service represents information desk (1310), e-mail management (1320), service contract management (1330), service request management (1340), service level managment (1350), customer issue analysis (1360), customer satisfaction management (1370), product quality management (1380) and (1390) nine submodules of information management.1300 couples of clients of subsystem information relevant with liaison centre all services is collected, is managed, and the overall process of customer service is carried out to record.

Customer service represents that information desk submodule (1310) is by built-in or integrating third-party instrument, for customer service representative provides the artificial various tool of paying in real time, mainly comprises following part:

Call center system is integrated: integrated with the call center system that third party serves based on cloud computing software, realize incoming call bullet screen (ejecting customer information according to telephone number), the functions such as form, calling record of conversing in real time.

Intelligent solution retrieval: customer service representative is being recorded client's search record simultaneously, system is automatically according to key search solution, and shows at right side sidebar; Customer service representative can be selected solution filling value service log.

Client shares view: customer service represents in customer service process, can be retrieved and be obtained the view in Self-Service platform system identical topology and information with client by customer name.

Many mutual channels are integrated: by the open application interface of integrated QQ, MSN online interaction software, realize customer service representative and by above-mentioned software and client, link up in browser; System is automatically to linking up content record, and is associated with customer information, and full-text search query function is provided simultaneously.

E-mail management submodule (1320) is the important supplement of artificial real-time, interactive, certain flexibility is provided to transmit leg and the recipient of information, and the rich phone especially of the information content cannot be compared with other communication modes.

Mail Monitoring: submodule 1320 is by integrated with the e-mail server of enterprise, and the E-mail address that enterprise is offered to client is monitored in real time, administration module can be simultaneously to a plurality of mailbox wheel continuous queries.

Automatically identification: client's essential information of record in addresses of items of mail and submodule 1110 is compared, realize client identity is identified automatically, and by mail and this client's associated record.

Automatically confirm: after 1320 pairs of Emails of submodule make a record and properly shunt (as data Kucheng merit is inserted record or successfully forwards other staff etc.), system can be utilized and confirm that template automatically replies " confirmation mail ", and the mail that allows client know that they send has successfully been dealt into the turnaround time of enterprise and expection etc.

Automatically process: the mail that can automatically reply for some, for example meet the mail of some keyword processing rule, the content that system can directly be called in knowledge base is automatically replied.

Template Manager: standard content as a reference, can keep the consistency of communication, has also reduced the time that employee writes mail, has improved mail treatment efficiency.Submodule 1320 provides the template management function of transmission, replied mail, and enterprise can be according to real needs, online editing template style, content, and can specify the email address that sends or use during replied mail.

Service contract management submodule (1330) is managed concentratedly the service contract of client and enterprise's signing, comprise the service contract that client submits to by the man-machine interface in customer self-service information desk (1400), also comprise the paper-based contract that sales force and client sign.Submodule 1330 can, according to customer name, date of contract, the established rules such as product of purchasing, be a unique numbering of every part of service contract coupling automatically.In submodule 1330 contract attribute of record mainly contain service contract number, determine the client of contract, the service standard that contract is arranged etc.

The service request that service request management submodule (1340) is submitted to by the various channels such as customer self-service information desk, phone, mail is managed concentratedly, according to client requests content, by customer service personnel, select workflow, and processing procedure record is associated with customer information.

Service level managment (1350) is managed concentratedly different service class corresponding to different clients, and system will provide the functions such as service class early warning, upgrading to customer service representative according to the SLA agreement with client's signing, scale of consumer, event urgency level.

Customer issue is analyzed submodule (1360) and is utilized keyword analyses instrument, client is fed back to problem frequently by service request to be analyzed, the binding time cycle, generate < < customer issue analysis report > >, as product, improve and flow scheme improvements foundation, and can constantly improve knowledge base.Customer service management personnel can in submodule (1360), self-defining need to be analyzed object (keyword), the setting-up time cycle.

Customer satisfaction management submodule (1370) provides the centralized management of a plurality of opinions and suggestions channel customer feedbacks such as phone, mail and customer self-service service system.Customer service administrative staff can design investigation questionnaire online by human-computer interaction interface: set the questionnaire term of validity, target of investication and study, investigation problem (as, single choice, multiselect, open-ended question), standards of grading (as, satisfied, general, dissatisfied, do not relate to).Submodule (1370) is connected by routine interface with submodule (1110), customer service custodian can select target of investication and study (client) in submodule (1370), automatically according to investigation result measuring and calculating level of satisfaction and score value (satisfaction=customer selecting is satisfied with number/(participate in customer surveys sum-do not relate to this problem client number)).

Product quality management submodule (1380) is the Macro or mass analysis to contents such as customer service request, customer surveys from product dimension, continues product quality to follow the tracks of.Different from submodule 1360 concern operation situations, submodule (1380) is paid close attention to client's feedback from product design itself.Its customer service management personnel derive quality management form by man-machine interface, as product design in the future, improved basic foundation, promote service continuation, the availability of cloud computing infrastructure and service.

Information management submodule (1390) is by directory tree management product knowledge, correlation technique support, customer service skill, service policy etc.; Support keyword and systematic searching, support search record associated, directly text message is shared (open client's read-only authority) to client by mail or customer self-service information desk.

Customer self-service information desk subsystem (1400) comprises client information management (1410), test experience (1420), order management (1430), Host Administration (1440), the management (1450) of putting on record, Service Management (1460), shares 8 submodules such as knowledge base (1470), multiple terminals support (1480).Client realizes the functions such as cloud computing product purchase, resource management and after-sale service by above-mentioned functions module at human-computer interaction interface.

Client information management submodule (1410) provides client enrollment interface, and client can complete registration after inputting the essential informations such as Business Name, contact person, mailbox, phone; Client is logined in success can be perfect to voluntarily customer information being carried out after Main Help Desk's system, mainly comprises Business Name, address, contact person, telephone number, fax number, company's domain name etc.Submodule (1410) is connected by routine interface with submodule (1110), and the data that new client submits to must be examined through representative of sales & marketing, and the data change that frequent customer submits to must can be used as formal data through customer service representative audit rear; Client can not directly act on the data in submodule (1110) to the change of customer information in submodule (1410).

Above-mentioned information is mainly used in daily client's dealing and invoice and sends etc., is also the essential information that customer service is paid.Client's active participated in greatly having improved information accuracy, upgrade promptness and with service provider's symmetry.

The built-in map page of submodule (1420) is experienced in test, to client, shows that cloud computing infrastructure is service product resource distribution situation; Client selects after certain resource points by man-machine interface, can test its cloud host performance, network effect etc.

Client can understand cloud computing infrastructure distribution situation by self-help serving system, and application is obtained cloud computing infrastructure and served and carry out performance test, is invited to participate in the experience of new product, and submits suggestion feedback to.

Order management submodule (1430) and submodule (1260), connect by routine interface, and the order that client submits at submodule (1430) goes to submodule (1260) and processes; The bill that submodule (1260) generates goes to (1430) and is shown to client.

Order: submodule (1430) records the selected service product of client, generates order.According to the i.e. experience situation of customer demand, select to be applicable to the service product of own service needs.

Pay: submodule (1430) is integrated with third party's means of payment (as Alipay), and online payment function is provided, and client can deposit fund in to service account by third party's on-line payment instrument or bank.

Bill: submodule (1430) is supported can be monthly, season, year be cycle customization billing function, client, after bill page click acknowledgement key, can apply for issuing invoice.

Host Administration submodule (1440) comprises following application:

Topology: the instrument that client's utilisation system provides is drawing topological graph voluntarily, is application contacts, Data relationship or the net connection between service product in order to clear and definite cloud computing infrastructure.The technology that submodule (1440) is realized automatic Topology Discovery Algorithm use is ICMP (Internet ControlMessage Protocol, the Internet Internet Control Message Protocol, be Ping order) and SNMP (Simple Network Management Protocol, Simple Network Management Protocol) automatic, algorithm requires input SNMP Read-Community, is applicable to find the IP network under same management organization.First algorithm from local subnet, obtains local all mobile host computers by Ping, utilizes SNMP to distinguish normal hosts and router, then router is inquired about the information of the System group of download router, Interfaces group, IP group.Obtain the direct-connected network of router, carry out next round computing, until find the degree of depth (jumping figure) of all-network or arrival appointment.

Monitoring: submodule (1440) utilizes SNMP (Simple Network Management Protocol, Simple Network Management Protocol) realization to carry out conduct monitoring at all levels to the performance of cloud computing fictitious host computer (CPU, internal memory and hard disk), application, network etc.; The graphic display modes such as system apparatus for supporting dial plate, waveform; System and instant messaging tool and e-mail tool are integrated, realize threshold values is reported to the police SMS notification and E-mail Message Function are provided.

Daily record: the daily record of work that submodule (1440) is service product to cloud computing infrastructure is automatically collected, function, and client can retrieve by time point.Being convenient to system maintenance personnel, to understand cloud computing infrastructure be service product running status.

Report barrier: client can select problem main frame and submit to fault Shen to accuse with regard to it.

Put on record management submodule (1450) for client provide ICP (internet content service provider) Back ground Information of putting on record (as, web site name, website director's name, sponsor's title, sponsor's character, website domain name etc.) gather the page; Be connected by routine interface with submodule (1340), client submits to and puts on record after data, as service request, by customer service representative, for client, is handled; Submodule 1450 man-machine interfaces provide Information Industry Department's recorded website entrance link.

Service Management submodule (1460) is connected by routine interface with submodule (1340), and client submits to after service request in submodule (1460) man-machine interface, automatically goes to submodule (1340) and transfers to customer service representative to process.

Service request: client can submit service request online to, and can select the multiple reply receive modes such as SMS, mobile terminal propelling movement, mail or information desk.

Service reminder: submodule (1460), according to back-end data, automatically generates order and faces the phase, continues to pay dues, safeguards that the service reminder information such as notice show and man-machine interface, by integrated with instant messaging tool and e-mail tool, notifies client.

Service log: submodule (1460) is by the interface routine with submodule (1340), and the service request that provides online browse to submit to service provider by any channel (phone, mail etc.) is the function of feedback result.

Share knowledge base submodule (1470) and by routine interface, obtain data from submodule 1390, in man-machine interface, with directory tree form, to client, show.The shared knowledge base that client can provide by service provider is understood cloud computing infrastructure and service more products characteristic, the relevant Sci-tech Knowledge of study, quick indexing solution.

Multiple terminals supports that subsystem (1480) and instant messaging tool, cloud computing infrastructure are operation control system interface, client can directly carry out switching on and shutting down operation to cloud main frame by note, as send note YZJCQ (cloud main frame is restarted)+empty machine sign (unique number) to information desk formulation note receiving platform, system is sent confirmation note, after client replys again, this cloud main frame is restarted.

Other functional module of system comprises:

Authority setting;

Advanced search;

Underlying parameter is set;

Assign, share data;

Import and export all types of data;

Print;

Personal settings;

Workflow engine: use " workflow designer " to create online a series of paths, realize workflow turnover;

The customizable page: page layout, element etc. is independently defined;

Workload Account (performance management); System to marketing personal, sales force and contact staff the logging in system add up, by default account form, above-mentioned position staff's working condition is assessed.

The technological innovation that the present embodiment adopts also comprises:

Unified customer interaction database: the intersection records such as comprehensive client's marketing activity, sales call, customer service communication.The customer interaction channel of Self-Service and other are as fully integrated in client's channels such as phone, mail (comprising annex), chat software, fax, file scanned copies, realizes the requirement of CRM to " zero runs off " of customer data.All data all can be according to different dimensions intelligent retrievals such as user role authority, client, products.

Client's business intelligence information processing system: client's business intelligence utilizes the technology such as data warehouse, data mining to a large amount of client trading data analysis, draws the report of useful client's behavior.Simple statistics category information, as product sale information, can be according to different analysis indexes, as sales volume, product category, client characteristics and region etc. are integrated into marketing module, sales force can make a prediction to client's behavior, sales trend etc., for business goal, marketing standard formulation decision-making foundation is provided.Other information that have more commercial value can be in various degree, according to different user object integration to marketing management module, for marketing personnel provide a powerful decision tool.

Knowledge Management System: information management is two-way in CRM system, on the one hand, automation is processed need to utilize various text based knowledge processing engines, automatically identifies client's mail matter topics content to improve automaticity; On the other hand, a large amount of customer interaction processes originally provides abundant Knowledge Source as the knowledge base of enterprise, improves the knowledge content of enterprise by effective knowledge Management Tools.For example, integrated by with enterprise knowledge management application, the result that is directed to specific mail can be inserted in the solution storehouse or FAQs answer storehouse in information management, in addition, by the Intelligent Recognition of Email content, the problem that client inquires just has ready answer in enterprise's FAQs answer storehouse, can trigger respond with e-mails transmission flow and automatically reply.

Natural language intelligent identifying system: natural language searching ability is the data base querying function outside basic FAQs answer, it helps client to utilize keyword or natural language (as natural enquirement) by minimum step, to find a solution to the problem in database.

Business intelligence application integrating system: the process that mainly refers to extraction from a large amount of type of transaction data, screening and modeling.

Mail integrated system: except realizing by the basic function of system sending and receiving Email, can also screen, upgrade, filing and intelligent replying.

Fax integrated system: client's dealing fax is preserved with picture form, and associated with customer information, can directly be sent to client's facsimile machine by VOIP.

Note integrated system: for realizing the functions such as service reminder, monitoring reception, service code intelligent operation, note marketing.

Call center's integrated system: customer service, sale phone all can be recorded, and filing associated with client also can be inquired about call form.

Office software integrated system: Word, Excel and PowerPoint.User can be in the page online browse, edit corresponding text, and uploading after need not downloading local editor.

Cloud control system: be that service product is upgraded, monitoring is checked and the function such as host maintenance for realizing infrastructure.

Multiple terminals back-up system: system not only can be logined use by the browser in PC, also will support panel computer (supporting the multiple intelligent operating systems such as Microsoft, apple, Android, Saipan).

Unified information portal: enterprise and client use unified entrance, removing client from need to obtain relevant information resource, the asymmetric awkward situation of client and company information from a plurality of application.

The marketing data process chart of the present embodiment is as Fig. 6; Campaign management flow process is as Fig. 7; Opportunity management is carried out according to Fig. 8 flow process: rival's management is carried out according to Fig. 9 flow process: service request management is carried out according to Figure 10 flow process: KBM is carried out according to Figure 11 flow process: work load management work can be carried out according to Figure 12 flow process.

Claims (10)

1. a cloud computing-infrastructure is services client relation management system, comprise server and client side's hardware device, and the control system of server end installation, control system connects described server end and client hardware equipment, described control system comprises services client relation management system (1000), also comprise a kind of customer-oriented " data center's zero contact " formula service mechanism, be used for making client without contact server, switch and fire compartment wall physical equipment, without going to cloud computing data center, can long-range acquisition calculate, the cloud computing resources of storage and the network bandwidth, described mechanism is by the marketing automation of described system (1000), three engines of market automation and service support automation drive, and by " zero contacts " service experience of customer self-service information desk engine implementation client and system (1000) data center, described three engines obtain, perfect, conversion and maintenance realize all data that cloud computing-infrastructure is services client relation management system (1000), obtain at any time, as required the Service Source of infrastructure create necessary condition for client, described customer self-service information desk engine is collected customer information, is that the internal resource of described system (1000) is able to reconfigure with described customers as center, it is characterized in that, described system (1000) also comprises a workflow engine, and described engine guiding operating personnel, by a series of paths of the online establishment of a workflow designer, realize the automatic turnover of workflow.

2. a kind of cloud computing-infrastructure according to claim 1 is services client relation management system, it is characterized in that, to market, sale and contact staff, wholes' described system (1000) in system (1000) communicate by letter, operation, business record add up, and adjust described personnel's emolument or bonus by described record.

3. a kind of cloud computing-infrastructure according to claim 2 is services client relation management system, it is characterized in that, described system (1000) comprises a unified customer interaction database, comprehensive client's marketing activity, sales call, the customer service communication intersection record of recording of described database, record customer interaction channel and other channels of Self-Service, comprise the fully integrated of phone, mail (comprising annex), chat software, fax, file scanned copy client channel, realize CRM " zero runs off " management to customer data; All data in described database are all carried out intelligent retrieval according to the different dimensions of user role authority, client, product.

4. a kind of cloud computing-infrastructure according to claim 3 is services client relation management system, it is characterized in that, described system (1000) comprises client's business intelligence information database, described database, to client trading data analysis, draws useful client's behavior report.

5. a kind of cloud computing-infrastructure according to claim 4 is services client relation management system, it is characterized in that, described system (1000) comprises a cloud controlling mechanism: for realizing renewal, the monitoring that infrastructure is service product, check and host maintenance.

6. a kind of cloud computing-infrastructure according to claim 5 is services client relation management system, it is characterized in that, described system (1000) comprises following subsystem: marketing automation subsystem (1100), market automation subsystem (1200), service support automation subsystem (1300), customer self-service information desk subsystem (1400), customer relation management subsystem (1500), described system (1000) records client's essential information, customer order, client uses resource, client pay the bill situation and client and sale, contact staff's communication record is also shared described marketing automation subsystem (1100) for each subsystem, market automation subsystem (1200), service support automation subsystem (1300), customer self-service information desk subsystem (1400), customer relation management subsystem (1500) has routine interface each other, and the data that described system (1000) is collected by each subsystem, comprise client's essential information, customer order, client uses resource, client pay the bill situation and client and marketing, sell, contact staff's communication record converge in one configurable managed, automatically in the database upgrading, to guarantee the consistency of data between described subsystems, described customer relation management subsystem (1500) and instant messaging tool, e-mail tool and fax through internet instrument are undertaken integrated by routine interface, the subsystem of described system (1000) or submodule call instant messaging tool, e-mail tool and fax through internet instrument by the application program of described routine interface.

7. a kind of cloud computing-infrastructure according to claim 6 is services client relation management system, it is characterized in that, described marketing automation subsystem (1100) for effectively planning marketing activity, manage all marketing expenditures, analyze implementation status and effect, tracking potential customers' consulting activity process, and guide to market automation subsystem (1200) or marketing personnel serve manual service interface the potential customers of described system (1000) by the potential customers that have clear and definite purpose are seamless; Described subsystem (1100) comprises that client information management submodule (1110), activity management submodule (1120), management of product submodule (1130), price control submodule (1140), opponent follow the tracks of submodule (1150), information management and marketing form submodule (1160), and described six submodules can push to described marketing personnel, provide, show, show, send, download man-machine inquiry or operation interface; Described marketing personnel comprise staff, supervisor or the marketing manager who participates in mail direct selling, Direct Sales over phone, exhibition and sales activity Plan and implement, advertisement, public relations and media production, described marketing personnel are assigned with different roles at described six submodules, each role has different inquiries or operating right at described six submodules, the configuration of described authority adopts hierachical structure, and described role's upper level immediate suppervisor role arranges its direct role's of subordinate authority by the man-machine interface of transferring from described system (1000);

Client's essential information of described client information management submodule (1110) management comprises: customer number, customer name, former name (a plurality of), telephone number, address, postcode, network address (a plurality of), the website number of putting on record, industry, state (potential, formal, loss) etc.; Customer contact information comprises: contact person, position, phone, mailbox, fax, birthday, hobby;

Described client information management submodule (1110) is retrieved client's domain name by integrated third party's instrument, obtains the information such as essential information, client web site scale (visit capacity) and current operator used that client provides at Domain Name Registrar place; Query Result shows in individual page, for marketing personnel compare, reference;

The built-in marketing activity plan template of described activity management submodule (1120), described marketing personnel are according to marketing activity scale, comprise customer involvement quantity, expense standard, activity nature, comprise that new product displaying, sales promotion, client extend appreciation, and manner, comprise on-the-spot meeting, mail selection template, fast creation marketing activity plan on a man-computer interface; Marketing personnel are inquired about, set, revise, adjust movable beginning and ending time, estimated cost, estimated sales value, expectation chance number, target making information by described activity management submodule (1120);

Described management of product submodule (1130) management product classification, comprises that cloud main frame, cloud storage, cloud accelerate; Also management product configuration, comprises cloud host configuration template, comprises CPU frequency, memory size, hard-disk capacity and network bandwidth setting, and operating system mirror image, comprises classification, version updating, and cloud storage products unit capacity arranges, cloud accelerates; After the information change of described product, the interface product information of described subsystem (1200), subsystem (1300) and subsystem (1400) application is upgraded immediately simultaneously;

Described price control submodule (1140) offers marketing personnel and changes base price, regulate the man machine operation interface of discount amplitude, the pricing information that described marketing personnel upgrade is upgraded in described subsystem (1200), subsystem (1300) and subsystem (1400) simultaneously;

Described opponent follows the tracks of submodule (1150) rival's of marketing, sale and contact staff's typing business revenue situation, product situation and marketing activity information is managed; Described submodule (1150) also automatically, regularly obtains rival's information by search engine, automatically carries out classification, the polymerization of described information according to rival's title, and described rival's title comprises a title dictionary system of automatically upgrading; Described submodule (1150) is by obtaining corresponding IP address to the parsing of potential customers, target customer or existing customer's domain name, utilize third party's instrument, judge this client service provider of cooperation now, be the rival of described system (1000), service provider's list that described judgement is obtained is included described title dictionary system automatically in.

8. a kind of cloud computing-infrastructure according to claim 7 is services client relation management system, it is characterized in that, described market automation subsystem (1200) is realized selling omnidistance automatic management by following submodule: opportunity management submodule (1210), interactive management submodule (1220), schedule management submodule (1230), bidding management submodule (1240), sales forecast management submodule (1250), order and managing bill submodule (1260), competition management submodule (1270), Report Server Management submodule (1280), spending reimbursement management submodule (1290), decision tool submodule (12A0), knowledge base and sales tool submodule (12B0),

Quotation information in described bidding management submodule (1240) comprises noun, the quantity of quotation No., sales opportunnities, product list, validity of offer and sell goods; Between described submodule (1240) and submodule (1210), be provided with routine interface, in submodule (1210), can directly call the price list in submodule (1240); Described system (1000), for a large amount of buyings or the publicly-owned cloud infrastructure services that comprises value-added service, provides personalized customization price list man machine operation interface, and template and online editing man machine operation interface are provided; Described price list directly sends to client with Email or fax form by described system (1000) after generating, and can send note simultaneously and remind; Can associated a plurality of price lists in same business opportunity, but the different prices of identical product, the also different prices of different product;

Described competition management submodule (1270) is connected by routine interface with submodule (1160), with regard to same rival's information, calls; From submodule (1160) record rival's marketing texts information different be, the concrete competitive relation producing at aspects such as product, quotation and services with rival in submodule (1270) collection management sales process, sales force is by the rival's Message Entry System (1000) running in sales process, this part information is not only associated with client, opportunity management submodule, also with " marketing automation module " in rival's information association integrate, sales force by the retrieval of rival's title, share its information;

Described knowledge base and sales tool submodule (12B0), by directory tree management product knowledge, sales policy, product description, product correlation technique data, enterprises propagandist data, provide online browse, differentiated control and down operation; Described submodule (12B0) is also supported on mobile phone, panel computer or notebook, by webpage, with video or Flash form, directly to client, shows the distribution of cloud computing infrastructure, service guarantee, service feature information; Support client access high in the clouds system, to client, show that cloud computing infrastructure is service product ruuning situation.

9. a kind of cloud computing-infrastructure according to claim 8 is services client relation management system, it is characterized in that, described service support automation subsystem (1300) comprises that customer service represents information desk submodule (1310), e-mail management submodule (1320), service contract management submodule (1330), service request management submodule (1340), service level managment submodule (1350), customer issue is analyzed submodule (1360), customer satisfaction management submodule (1370), (1390) nine submodules of product quality management submodule (1380) and information management submodule, described subsystem (1300) is collected, is managed all information on services by described submodule, and the overall process of customer service is carried out to record, described product quality management submodule (1380) carries out Macro or mass analysis from product dimension to customer service request, customer surveys content, continues product quality to carry out from motion tracking.Different from submodule (1360) concern operation situation, submodule (1380) is paid close attention to client's feedback from product design itself; The customer service management personnel of operation submodule (1380) derive quality management form by man-machine interface, as product design in the future, improved basic foundation; Described information management submodule (1390) is by directory tree management product knowledge, correlation technique support, customer service skill, service policy, support keyword and systematic searching, support search record is associated, directly text message is shared to client by mail or customer self-service information desk.

10. a kind of cloud computing-infrastructure according to claim 9 is services client relation management system, it is characterized in that, described customer self-service information desk subsystem (1400) comprises client information management submodule (1410), test experience submodule (1420), order management submodule (1430), Host Administration submodule (1440), the management submodule (1450) of putting on record, Service Management submodule (1460), shares knowledge base submodule (1470), multiple terminals support submodule (1480); Described submodule supports that client realizes cloud computing product purchase, resource management, after-sale service at human-computer interaction interface;

The built-in map page of submodule (1420) is experienced in described test, with electronic chart, to client, shows that cloud computing infrastructure is service product resource distribution situation; Client selects on described electronic chart, after specific resource points, its cloud host performance, network effect to be tested by man-machine interface;

Described Host Administration submodule (1440) supports client to utilize instrument that system provides drawing topological graph voluntarily, in order to clear and definite cloud computing infrastructure, is application contacts, Data relationship or the net connection between service product; The technology that described submodule (1440) is realized automatic Topology Discovery Algorithm use is ICMP (Internet Control Message Protocol, the Internet Internet Control Message Protocol, be Ping order) and SNMP (SimpleNetwork Management Protocol, Simple Network Management Protocol) technology, described algorithm requires input SNMP Read-Community, is applicable to find the IP network under same management organization; First described algorithm from local subnet, obtains local all mobile host computers by Ping, utilizes SNMP to distinguish normal hosts and router, then router is inquired about the information of the System group of download router, Interfaces group, IP group.Obtain the direct-connected network of router, carry out next round computing, until find the degree of depth (jumping figure) of all-network or arrival appointment;

Described submodule (1440) utilizes SNMP (Simple Network Management Protocol, Simple Network Management Protocol) realization to carry out conduct monitoring at all levels to the performance of cloud computing fictitious host computer (CPU, internal memory and hard disk), application, network; System apparatus for supporting dial plate, waveform graph display mode; System and instant messaging tool and e-mail tool are integrated, realize threshold values is reported to the police SMS notification and E-mail Message Function are provided.

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