WO2019080413A1 - 客户管理方法、***、计算机设备及存储介质 - Google Patents

客户管理方法、***、计算机设备及存储介质

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Publication number
WO2019080413A1
WO2019080413A1 PCT/CN2018/076394 CN2018076394W WO2019080413A1 WO 2019080413 A1 WO2019080413 A1 WO 2019080413A1 CN 2018076394 W CN2018076394 W CN 2018076394W WO 2019080413 A1 WO2019080413 A1 WO 2019080413A1
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WO
WIPO (PCT)
Prior art keywords
customer
period
sales
service
comprehensive
Prior art date
Application number
PCT/CN2018/076394
Other languages
English (en)
French (fr)
Inventor
胡祥
彭青龙
Original Assignee
平安科技（深圳）有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 平安科技（深圳）有限公司 filed Critical 平安科技（深圳）有限公司
Publication of WO2019080413A1 publication Critical patent/WO2019080413A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services

Definitions

  • the present application relates to the field of customer management technologies, and in particular, to a client management method, system, computer device, and storage medium.
  • the call center system plays an increasingly important role in product promotion, product sales, technical support, after-sales service, consulting and complaints, and plays a role in the business activities of enterprises. An increasingly important role.
  • the agent service is an important way for the call center system to provide services for customers.
  • the agent service refers to the process in which the agent provides the corresponding service to the customer through the support system of the call center.
  • the purpose of the present application is to provide a client management method, system, computer device and storage medium for solving the problems existing in the prior art.
  • the present application provides a lifecycle state-based client management method, where the lifecycle state includes establishing a relationship period, a free service period, a comprehensive sales period, and an insurance sales period, including the following steps:
  • Step 01 determining whether the customer is a new customer, if yes, defining the customer as establishing a relationship period, if otherwise, performing step 02;
  • Step 02 it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed;
  • Step 021 Determine whether the customer has been contacted and whether the first time condition is met during the establishment relationship period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle of the customer. Status and prompt to contact the customer or / and wait until the preset time;
  • Step 03 it is determined whether the customer is in the free service period, if yes, step 031 is performed, otherwise step 04 is performed;
  • Step 031 determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to a comprehensive sales period, if not changing the customer otherwise Lifecycle status and prompt to provide free service or / and wait until the preset time;
  • Step 04 it is determined whether the customer is in the comprehensive gold sales period, if yes, step 041 is performed, otherwise step 05;
  • Step 041 determining whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive gold sales period, and if so, changing the life cycle status of the customer to the insurance sales period, if not changing otherwise Describe the customer's lifecycle status and prompt to provide a comprehensive sales service or/and wait until the preset time;
  • Step 05 it is determined whether the customer is in the insurance sales period, if yes, step 051;
  • Step 051 Determine whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if yes, keep the customer for the insurance sales period and recalculate the service number and the number Four time conditions, and repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
  • the present application further provides a customer management system, including:
  • the customer life cycle state judgment module is suitable for judging whether the customer is a new customer; whether it is in the establishment relationship period; whether it is in the free service period; whether it is in the comprehensive gold sales period; whether it is in the insurance sales period;
  • the customer service status judgment module is suitable for judging whether the customer has been contacted; whether to complete at least one free service; whether to complete at least one comprehensive gold sales service; whether to complete at least one insurance sales service;
  • the customer status time calculation module is adapted to determine whether the customer satisfies the first time condition during the establishment of the relationship period; whether the second time condition is satisfied during the free service period; whether the third time condition is met during the comprehensive sales period; and the insurance sales Whether the fourth time condition is met during the period;
  • the customer lifecycle state change module is adapted to define a relationship period when the customer is a new customer; change the life cycle state of the customer to a free service when it is judged that the customer is contacted during the establishment relationship period and meets the first time condition. Change the customer's life cycle status to the comprehensive sales period when it is judged that the customer is in the free service period and meets the second time condition; at least one comprehensive gold sales service is completed during the judgment of the customer in the comprehensive sales period. And when the third time condition is met, the customer's life cycle state is changed to the insurance sales period; when the customer is judged to be at least one insurance sales service during the insurance sales period and the fourth time condition is met, the customer is kept in the insurance sales period and the service number is recalculated. And the fourth time condition;
  • the customer status prompting module is adapted to promptly contact the customer when the customer does not meet the status change, provide free service, prompt to provide the comprehensive gold sales service, prompt to provide insurance sales service or / and prompt to wait until the preset time.
  • the present application also provides a computer device comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, the processor implementing the program to implement the following steps:
  • Step 01 determining whether the customer is a new customer, if yes, defining the customer as establishing a relationship period, if otherwise, performing step 02;
  • Step 02 it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed;
  • Step 021 Determine whether the customer has been contacted and whether the first time condition is met during the establishment relationship period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle of the customer. Status and prompt to contact the customer or / and wait until the preset time;
  • Step 03 it is determined whether the customer is in the free service period, if yes, step 031 is performed, otherwise step 04 is performed;
  • Step 031 determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to a comprehensive sales period, if not changing the customer otherwise Lifecycle status and prompt to provide free service or / and wait until the preset time;
  • Step 04 it is determined whether the customer is in the comprehensive gold sales period, if yes, step 041 is performed, otherwise step 05;
  • Step 041 determining whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive gold sales period, and if so, changing the life cycle status of the customer to the insurance sales period, if not changing otherwise Describe the customer's lifecycle status and prompt to provide a comprehensive sales service or/and wait until the preset time;
  • Step 05 it is determined whether the customer is in the insurance sales period, if yes, step 051;
  • Step 051 Determine whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if yes, keep the customer for the insurance sales period and recalculate the service number and the number Four time conditions, and repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
  • the present application also provides a computer readable storage medium having stored thereon a computer program that, when executed by a processor, implements the following steps:
  • Step 01 determining whether the customer is a new customer, if yes, defining the customer as establishing a relationship period, if otherwise, performing step 02;
  • Step 02 it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed;
  • Step 021 Determine whether the customer has been contacted and whether the first time condition is met during the establishment relationship period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle of the customer. Status and prompt to contact the customer or / and wait until the preset time;
  • Step 03 it is determined whether the customer is in the free service period, if yes, step 031 is performed, otherwise step 04 is performed;
  • Step 031 determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to a comprehensive sales period, if not changing the customer otherwise Lifecycle status and prompt to provide free service or / and wait until the preset time;
  • Step 04 it is determined whether the customer is in the comprehensive gold sales period, if yes, step 041 is performed, otherwise step 05;
  • Step 041 determining whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive gold sales period, and if so, changing the life cycle status of the customer to the insurance sales period, if not changing otherwise Describe the customer's lifecycle status and prompt to provide a comprehensive sales service or/and wait until the preset time;
  • Step 05 it is determined whether the customer is in the insurance sales period, if yes, step 051;
  • Step 051 Determine whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if yes, keep the customer for the insurance sales period and recalculate the service number and the number Four time conditions, and repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
  • the customer management method, system, computer equipment and storage medium provided by the present application form a basic stage of customer life cycle management through four stages of pre-set relationship period, free service period, comprehensive gold sales period and insurance sales period, and respectively Pre-set the conditions for each stage, and prompt the actions that the agent needs to perform according to the different stages, so that the agent can use the system to analyze the customer, better understand the customer's needs, and improve the ability to manage and operate the customer.
  • Embodiment 1 is a flowchart of Embodiment 1 of a client management method of the present application
  • FIG. 2 is a schematic diagram of a program module of Embodiment 1 of the client management system of the present application;
  • Embodiment 3 is a schematic structural diagram of hardware of Embodiment 1 of a client management system of the present application;
  • FIG. 4 is a flowchart of Embodiment 2 of a client management method according to the present application.
  • the client management method, system, computer equipment and storage medium provided by the application are suitable for the agent to better understand, more intuitively understand the customer's status and information, and provide the agent with a means to deeply analyze the customer.
  • the application By applying the label to the basic information and behavioral characteristics of the target customer, the application constitutes the customer life cycle through the four stages of the preset establishment relationship period, the free service period, the comprehensive sales period, and the insurance sales period.
  • the life cycle state includes a relationship establishment period, a free service period, a comprehensive sales period, and an insurance sales period.
  • the customer management method specifically includes the following steps. :
  • step 01 it is determined whether the customer is a new customer, and if yes, the customer is defined to establish a relationship period, otherwise, step 02 is performed.
  • the relationship period As the first stage of the customer's life cycle status, the customers who have just sent the agent to the agent are defined as the relationship period. The goal of this stage is to establish a relationship with the customer.
  • step 02 it is determined whether the client is in the establishment relationship period. If yes, step 021 is performed, otherwise step 03 is performed.
  • Step 021 Determine whether the customer has been contacted and whether the first time condition is met during the relationship establishment period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle status of the customer, and prompt to contact the customer. Or / and wait until the preset time.
  • the first time condition may be that the preset time period is reached.
  • the duration of the free service period of the customer preferably defining whether the customer's first contact date is greater than the preset time as the first time condition.
  • Zhang San was successfully contacted twice during the establishment of the relationship, and since the first success From the date of contact, the natural life has been increased for 21 days, and the life cycle status of Zhang San has been changed to the free service period; Li Si has reached 30 days in the establishment of the relationship period, but has not been contacted, it prompts the agent to contact Li.
  • Wang Wu was successfully contacted twice, but only 18 days from the date of the first successful contact, then the agent is waiting for 2 days, Wang Wu can enter the free service period, then the next stage can be carried out task.
  • step 03 it is determined whether the customer is in the free service period. If yes, step 031 is performed, otherwise step 04 is performed.
  • Step 031 determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to the comprehensive sales period, if not changing the life cycle status of the customer, and Prompt to provide free service or / and wait until the preset time.
  • the free service period it is necessary to judge whether it is necessary to change the customer's life cycle status to the next stage, that is, the comprehensive sales period, to satisfy the following two conditions: First, the customer is accumulatively free at least once during the free service period. Service; second, meet the second time condition. Among them, the free service behavior includes giving small gifts such as gift cards, electronic coupons, and hand-to-hands to customers.
  • the second time condition may be that the preset time period is reached. For example, the duration of the free service period of the customer, preferably defining that the customer enters the free service period exceeds the preset time as the second time condition.
  • the default customer is accumulatively completed at least once during the free service period, and the customer reaches 50 days from the date of entering the free service period, automatically enters the third stage of the comprehensive gold sales period, and Zhang San is in the free service period.
  • Successfully served twice for free and has accumulated 52 days for natural days since the date of entering the free service period, then changed the life cycle status of Zhang San to the comprehensive sales period; Li Si has reached during the free service period.
  • step 04 it is determined whether the customer is in the comprehensive sales period, if yes, step 041 is performed, otherwise step 05 is performed.
  • step 041 it is determined whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive sales period, and if so, the life cycle status of the customer is changed to the insurance sales period, if not, the life cycle status of the customer is not changed. And prompt to provide comprehensive sales service or / and wait until the preset time.
  • the comprehensive gold sales behavior includes the purchase of wealth management products.
  • the third time condition may be that the preset time length is reached.
  • the duration of the customer's sales period in the comprehensive gold period preferably defines that the customer enters the comprehensive gold sales period by more than the preset time as the third time condition.
  • the default customer is accumulatively completed at least once in the comprehensive gold sales period, and the customer reaches 80 days from the date of entering the comprehensive sales period, automatically entering the fourth stage insurance sales period, Zhang San in the comprehensive gold
  • the sales period it was successfully recommended to purchase wealth management products once, and since the date of entering the comprehensive sales period, it has been added to the natural day for 84 days, then the life cycle status of Zhang San has been changed to the insurance sales period;
  • Li Si is in the comprehensive sales During the period, it has reached 83 days, but has not successfully completed the comprehensive gold sales, it is suggested that the agent completed the sales of the comprehensive gold for Li Si;
  • Wang Wu was successfully completed the sales of the comprehensive gold twice, but since the date of entering the comprehensive sales period Only 56 days, the agent is expected to wait until 24 days, Wang Wu can enter the comprehensive gold sales period, then the next stage of the task can be carried out.
  • step 05 it is determined whether the customer is in the insurance sales period, and if yes, step 051 is performed.
  • Step 051 determining whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if so, maintaining the customer for the insurance sales period and recalculating the service times and the fourth time condition, And repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
  • the customer is accumulatively completed at least once in the insurance sales period; Meet the fourth time condition.
  • insurance sales activities include the purchase of insurance products such as property insurance, life insurance, and pension insurance.
  • the above condition 1 further comprises completing at least one comprehensive gold sales service.
  • the fourth time condition may be that the preset time period is reached. For example, the duration of the customer's insurance sales period, preferably defining the customer entering the insurance sales period exceeding the preset time as the fourth time condition.
  • Zhang San was successfully recommended to purchase wealth management products once and auto insurance products once during the insurance sales period, and since the date of entering the insurance sales period, the natural life has accumulated for 90 days, then the life cycle of Zhang San will be The status remains the insurance sales period, and the number of days of entering the insurance sales period and the number of services are cleared and recalculated; Li Si has reached 110 days in the insurance sales period, and has successfully completed the comprehensive gold sales, but has not successfully completed the insurance.
  • agents can intuitively understand the stage and status of each customer, and understand how to follow up and serve the customer.
  • a customer management system is illustrated.
  • the customer management system 10 can be divided into one or more program modules, and one or more program modules are stored in a storage medium, and Executed by one or more processors to complete the application, and the above client management method can be implemented.
  • a program module as referred to in this application refers to a series of computer program instructions that are capable of performing a particular function, and are more suitable than the program itself to describe the execution of the client management system 10 in a storage medium. The following description will specifically describe the functions of each program module of this embodiment:
  • the customer life cycle state judging module 11 is adapted to determine whether the customer is a new customer; whether it is in the establishment relationship period; whether it is in the free service period; whether it is in the comprehensive sales period; whether it is in the insurance sales period;
  • the customer service status determining module 12 is adapted to determine whether the customer has been contacted; whether to complete at least one free service; whether to complete at least one comprehensive gold sales service; whether to complete at least one insurance sales service;
  • the customer status time calculation module 13 is adapted to determine whether the customer satisfies the first time condition during the establishment of the relationship period; whether the second time condition is met during the free service period; whether the third time condition is met during the comprehensive sales period; Whether the fourth time condition is met during the sales period;
  • the customer lifecycle state change module 14 is adapted to define a relationship period when determining that the customer is a new customer; and change the life cycle state of the customer to be free when it is determined that the customer is contacted during the establishment relationship period and meets the first time condition. Service period; change the customer's life cycle status to the comprehensive sales period when it is judged that the customer is in the free service period and meets the second time condition; at least one comprehensive gold sales is completed during the judgment of the customer in the comprehensive sales period.
  • the customer status prompting module 15 is adapted to promptly contact the customer, provide a free service, prompt to provide a comprehensive gold sales service, prompt to provide an insurance sales service, or/and prompt to wait until the preset time when the customer does not satisfy the status change.
  • the embodiment further provides a computer device, such as a smart phone, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server or a rack server (including a stand-alone server, or A server cluster consisting of multiple servers).
  • the computer device 20 of this embodiment includes at least but not limited to: a memory 21 and a processor 22 communicably connected to each other through a system bus, as shown in FIG. It is noted that FIG. 3 shows only computer device 20 having components 21-22, but it should be understood that not all illustrated components may be implemented and that more or fewer components may be implemented instead.
  • the memory 21 (ie, the readable storage medium) includes a flash memory, a hard disk, a multimedia card, a card type memory (for example, an SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), Read only memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • memory 21 may be an internal storage unit of computer device 20, such as a hard disk or memory of computer device 20.
  • the memory 21 may also be an external storage device of the computer device 20, such as a plug-in hard disk equipped on the computer device 20, a smart memory card (SMC), and a secure digital (Secure Digital, SD) card, flash card, etc.
  • the memory 21 can also include both internal storage units of the computer device 20 as well as external storage devices thereof.
  • the memory 21 is generally used to store an operating system installed in the computer device 20 and various types of application software, such as program codes of the client management system 10 of the second embodiment. Further, the memory 21 can also be used to temporarily store various types of data that have been output or are to be output.
  • Processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
  • the processor 22 is typically used to control the overall operation of the computer device 20.
  • the processor 22 is configured to run program code or process data stored in the memory 21, such as running the customer management system 10 or the like.
  • the embodiment further provides a computer readable storage medium such as a flash memory, a hard disk, a multimedia card, a card type memory (for example, SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), and only Read memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, server, App application store, etc., on which a computer program is stored.
  • the program implements the corresponding function when executed by the processor.
  • the computer readable storage medium of this embodiment is used to store the client management system 10, and when executed by the processor, implements the client management method of the first embodiment.
  • the client management method in this embodiment is based on the first embodiment, and includes the following steps:
  • step 01 it is determined whether the customer is a new customer, and if yes, the customer is defined to establish a relationship period, otherwise, step 02 is performed.
  • the relationship period As the first stage of the customer's life cycle status, the customers who have just sent the agent to the agent are defined as the relationship period. The goal of this stage is to establish a relationship with the customer.
  • step 02 it is determined whether the customer is in the establishment relationship period, if yes, step 021 is performed, otherwise step 03 is performed.
  • Step 021 Determine whether the customer has been contacted and whether the first time condition is met during the relationship establishment period, and if yes, change the life cycle status of the customer to a free service period, if not, change the life cycle status of the customer, and prompt to contact the customer. Or / and wait until the preset time. At the same time, a stage score is recorded for the customer based on the number of times the customer has been contacted, the time during which the relationship was established, and the time since the first contact.
  • the first time condition may be that the preset time period is reached.
  • the duration of the free service period of the customer preferably defining whether the customer's first contact date is greater than the preset time as the first time condition.
  • step 03 it is determined whether the customer is in the free service period. If yes, step 031 is performed, otherwise step 04 is performed.
  • Step 031 determining whether the customer has completed at least one free service and whether the second time condition is met during the free service period, and if yes, changing the life cycle status of the customer to the comprehensive sales period, if not changing the life cycle status of the customer, and Prompt to provide free service or / and wait until the preset time. At the same time, a stage score is recorded for the customer based on the number of times the customer has completed the free service and the time during the free service period.
  • the customer is accumulatively free at least once during the free service period. Service; second, meet the second time condition.
  • the second time condition may be that the preset time period is reached.
  • the duration of the free service period of the customer preferably defining that the customer enters the free service period exceeds the preset time as the second time condition.
  • step 04 it is determined whether the customer is in the comprehensive sales period, if yes, step 041 is performed, otherwise step 05 is performed.
  • step 041 it is determined whether the customer has completed at least one comprehensive gold sales service and whether the third time condition is met during the comprehensive sales period, and if so, the life cycle status of the customer is changed to the insurance sales period, if not, the life cycle status of the customer is not changed. And prompt to provide comprehensive sales service or / and wait until the preset time. At the same time, according to the number of times the customer has completed the sales of the comprehensive gold and the time during the sales period of the comprehensive gold, a score is recorded for the customer.
  • the customer is at least completed in the comprehensive sales period.
  • One comprehensive gold sales second, meet the third time conditions.
  • the third time condition may be that the preset time length is reached.
  • the duration of the customer's sales period in the comprehensive gold period preferably defines that the customer enters the comprehensive gold sales period by more than the preset time as the third time condition.
  • step 05 it is determined whether the customer is in the insurance sales period, and if yes, step 051 is performed.
  • Step 051 determining whether the customer has completed at least one insurance sales service during the insurance sales period and whether the fourth time condition is met during the insurance sales period, and if so, maintaining the customer for the insurance sales period and recalculating the service times and the fourth time condition, And repeat this step, if otherwise prompted to provide insurance sales service or / and wait until the preset time.
  • a score is recorded for the customer.
  • the customer is accumulatively completed at least once in the insurance sales period; Meet the fourth time condition.
  • the above condition 1 further comprises completing at least one comprehensive gold sales service.
  • the fourth time condition may be that the preset time period is reached. For example, the duration of the customer's insurance sales period, preferably defining the customer entering the insurance sales period exceeding the preset time as the fourth time condition.
  • Step 06 according to the customer's time in the establishment of the relationship period, the free service period, the comprehensive sales period and the insurance sales period, the number of contacts, the number of free services, the number of comprehensive sales, the number of insurance sales, that is, according to the stage score of each stage, Rate this customer.
  • the scoring mechanism is more conducive to the seat of the intuitive customer situation, but also provides the agent through the score as a screening condition to sort out the customers needed for the seat. If the determination in step 051 is YES, that is, the customer has cycled in the last stage, the customer is scored according to the time, the number of repetitions, the number of comprehensive sales, and the number of insurance sales of the customer in the insurance sales period.

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Abstract

本申请提供的客户管理方法、***、计算机设备及存储介质，通过预置建立关系期、免费服务期、综金销售期、保险销售期等四个阶段构成客户生命周期管理的基础阶段，并分别预设每个阶段的达成条件，根据不同阶段的情况提示给坐席需要进行的操作，使坐席借助该***具备利用***分析客户、更加了解客户需求、提高管理客户和经营客户的能力。

Description

客户管理方法、***、计算机设备及存储介质
本申请申明享有2017年10月26日递交的申请号为CN2017110307128、名称为“客户管理方法、***、计算机设备及存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及客户管理技术领域，尤其涉及一种客户管理方法、***、计算机设备及存储介质。
背景技术
呼叫中心***作为企业和用户终端保持紧密联系的无形服务窗口，在产品宣传、产品销售、技术支持、售后服务、咨询和投诉等方面起着越来越重要的作用，在企业的经营活动中扮演着越来越重要的角色。
坐席服务是呼叫中心***为客户提供服务的一种重要方式，坐席服务是指坐席人员通过呼叫中心的支撑***为客户提供相应的服务的过程。
随着互联网技术的发展以及人们对服务质量的需求不断提升，对坐席工作的内容及要求也在提升，坐席的职责已经不仅仅是接电话与回答问题，如今要求坐席具备利用***分析客户、更加了解客户需求、提高管理客户和经营客户的能力。
现有的客户管理***及客户管理方法无法有效协助坐席达到上述目的。
发明内容
本申请的目的是提供一种客户管理方法、***、计算机设备及存储介质，用于解决现有技术存在的问题。
为实现上述目的，本申请提供一种基于生命周期状态的客户管理方法，所述生命周期状态包括建立关系期、免费服务期、综金销售期和保险销售期，包括以下步骤：
步骤01，判断客户是否为新客户，若是则定义所述客户为建立关系期，若否则执行步骤02；
步骤02，判断所述客户是否处于建立关系期，若是则执行步骤021，若否则执行步骤03；
步骤021，判断所述客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变所述客户的生命周期状态为免费服务期，若否则不改变所述客户的生命周期状态，并提示接触客户或/和等待至预设时间；
步骤03，判断所述客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04；
步骤031，判断所述客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变所述客户的生命周期状态为综金销售期，若否则不改变所述客户的生命周期状态，并提示提供免费服务或/和等待至预设时间；
步骤04，判断所述客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05；
步骤041，判断所述客户是否已完成至少一次综金销售服务且在综金销售期内是否满足第三时间条件，若是则改变所述客户的生命周期状态为保险销售期，若否则不改变所述客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间；
步骤05，判断所述客户是否处于保险销售期，若是则执行步骤051；
步骤051，判断所述客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持所述客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供 保险销售服务或/和等待至预设时间。
为实现上述目的，本申请还提供一种客户管理***，其包括：
客户生命周期状态判断模块，适于判断客户是否为新客户；是否处于建立关系期；是否处于免费服务期；是否处于综金销售期；是否处于保险销售期；
客户服务状态判断模块，适于判断客户是否被接触过；是否完成至少一次免费服务；是否完成至少一次综金销售服务；是否完成至少一次保险销售服务；
客户状态时间计算模块，适于判断客户在建立关系期内是否满足第一时间条件；在免费服务期内是否满足第二时间条件；在综金销售期内是否满足第三时间条件；在保险销售期内是否满足第四时间条件；
客户生命周期状态变更模块，适于在判断客户为新客户时定义其为建立关系期；在判断客户处于建立关系期内被接触过且满足第一时间条件时改变客户的生命周期状态为免费服务期；在判断客户处于免费服务期内完成至少一次免费服务且满足第二时间条件时改变客户的生命周期状态为综金销售期；在判断客户处于综金销售期内完成至少一次综金销售服务且满足第三时间条件时改变客户的生命周期状态为保险销售期；在判断客户处于保险销售期内完成至少一次保险销售服务且满足第四时间条件时保持客户为保险销售期并重新计算服务次数及第四时间条件；
客户状态提示模块，适于在客户不满足状态变更的情况下提示接触客户、提供免费服务、提示提供综金销售服务、提示提供保险销售服务或/和提示等待至预设时间。
为实现上述目的，本申请还提供一种计算机设备，包括存储器、处理器以及存储在存储器上并可在处理器上运行的计算机程序，所述处理器执行所 述程序时实现以下步骤：
步骤01，判断客户是否为新客户，若是则定义所述客户为建立关系期，若否则执行步骤02；
步骤02，判断所述客户是否处于建立关系期，若是则执行步骤021，若否则执行步骤03；
步骤021，判断所述客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变所述客户的生命周期状态为免费服务期，若否则不改变所述客户的生命周期状态，并提示接触客户或/和等待至预设时间；
步骤03，判断所述客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04；
步骤031，判断所述客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变所述客户的生命周期状态为综金销售期，若否则不改变所述客户的生命周期状态，并提示提供免费服务或/和等待至预设时间；
步骤04，判断所述客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05；
步骤041，判断所述客户是否已完成至少一次综金销售服务且在综金销售期内是否满足第三时间条件，若是则改变所述客户的生命周期状态为保险销售期，若否则不改变所述客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间；
步骤05，判断所述客户是否处于保险销售期，若是则执行步骤051；
步骤051，判断所述客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持所述客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供保险销售服务或/和等待至预设时间。
为实现上述目的，本申请还提供计算机可读存储介质，其上存储有计算机程序，所述程序被处理器执行时实现以下步骤：
步骤01，判断客户是否为新客户，若是则定义所述客户为建立关系期，若否则执行步骤02；
步骤02，判断所述客户是否处于建立关系期，若是则执行步骤021，若否则执行步骤03；
步骤021，判断所述客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变所述客户的生命周期状态为免费服务期，若否则不改变所述客户的生命周期状态，并提示接触客户或/和等待至预设时间；
步骤03，判断所述客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04；
步骤031，判断所述客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变所述客户的生命周期状态为综金销售期，若否则不改变所述客户的生命周期状态，并提示提供免费服务或/和等待至预设时间；
步骤04，判断所述客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05；
步骤041，判断所述客户是否已完成至少一次综金销售服务且在综金销售期内是否满足第三时间条件，若是则改变所述客户的生命周期状态为保险销售期，若否则不改变所述客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间；
步骤05，判断所述客户是否处于保险销售期，若是则执行步骤051；
步骤051，判断所述客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持所述客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供保险销售服务或/和等待至预设时间。
本申请提供的客户管理方法、***、计算机设备及存储介质，通过预置建立关系期、免费服务期、综金销售期、保险销售期等四个阶段构成客户生命周期管理的基础阶段，并分别预设每个阶段的达成条件，根据不同阶段的情况提示给坐席需要进行的操作，使坐席借助该***具备利用***分析客户、更加了解客户需求、提高管理客户和经营客户的能力。
附图说明
图1为本申请客户管理方法实施例一的流程图；
图2为本申请客户管理***实施例一的程序模块示意图；
图3为本申请客户管理***实施例一的硬件结构示意图；
图4为本申请客户管理方法实施例二的流程图。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅用以解释本申请，并不用于限定本申请。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
本申请提供的客户管理方法、***、计算机设备及存储介质，适用于让坐席更加了解、更加直观了解客户的状况和信息，并向坐席提供深度分析客户的手段。本申请通过对目标客户的基本信息和行为特征添加标签，将目标应用程序对筛选出的通过预置建立关系期、免费服务期、综金销售期、保险销售期等四个阶段构成客户生命周期管理的基础阶段，并分别预设每个阶段的达成条件，根据不同阶段的情况提示给坐席需要进行的操作，使坐席借助 该***具备利用***分析客户、更加了解客户需求、提高管理客户和经营客户的能力。
实施例一
请参阅图1，本实施例的一种基于生命周期状态的客户管理方法中，生命周期状态包括建立关系期、免费服务期、综金销售期和保险销售期，该客户管理方法具体包括以下步骤：
步骤01，判断客户是否为新客户，若是则定义客户为建立关系期，若否则执行步骤02。
建立关系期作为客户生命周期状态的第一个阶段，刚下发给坐席的客户均定义为建立关系期，此阶段的目标是与客户建立关系。
步骤02，判断客户是否处于建立关系期，若是则执行步骤021，若否则执行步骤03。
步骤021，判断客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变客户的生命周期状态为免费服务期，若否则不改变客户的生命周期状态，并提示接触客户或/和等待至预设时间。
在建立关系期，需要判断是否需要改变客户的生命周期状态为下一个阶段，即免费服务期，以同时满足以下两个条件为判断依据：其一，客户在建立关系期被任一坐席成功接触过；其二，满足第一时间条件。其中，接触行为包括电话外拨、来电咨询、短信、微信等。第一时间条件可以是达到预设时长，如客户在免费服务期的持续时间，较佳地定义客户首次被接触日距离当前日期是否超过预设时间作为第一时间条件。例如，预设客户第一次成功接触之日起按自然天累加满20天，自动进入第二阶段免费服务期，张三在建立关系期内被成功接触过两次，且自第一次成功接触之日起按自然天累加已达21天，则将张三的生命周期状态变更为免费服务期；李四在建立关系期内已达30天，但未被接触过，则提示坐席接触李四；王五被成功接触过两次， 但自第一次成功接触之日起只有18天，则提示坐席等待至2天，王五即可进入免费服务期，届时就可以进行下一阶段的任务。
步骤03，判断客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04。
步骤031，判断客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变客户的生命周期状态为综金销售期，若否则不改变客户的生命周期状态，并提示提供免费服务或/和等待至预设时间。
在免费服务期，需要判断是否需要改变客户的生命周期状态为下一个阶段，即综金销售期，以同时满足以下两个条件为判断依据：其一，客户在免费服务期累计至少被一次免费服务过；其二，满足第二时间条件。其中，免费服务行为包括向客户赠送小礼品如礼品卡、电子优惠券、手办等。第二时间条件可以是达到预设时长，如客户在免费服务期的持续时间，较佳地定义客户进入免费服务期超过预设时间作为第二时间条件。例如，预设客户在免费服务期内累计被完成免费服务至少一次，且该客户自进入免费服务期之日起达到50天，自动进入第三阶段综金销售期，张三在免费服务期内被成功免费服务过两次，且自进入免费服务期之日起按自然天累加已达52天，则将张三的生命周期状态变更为综金销售期；李四在免费服务期内已达55天，但未被成功免费服务过，则提示坐席为李四完成免费服务；王五被成功免费服务过两次，但自进入免费服务期之日起只有46天，则提示坐席等待至4天，王五即可进入综金销售期，届时就可以进行下一阶段的任务。
步骤04，判断客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05。
步骤041，判断客户是否已完成至少一次综金销售服务且在综金销售期内是否满足第三时间条件，若是则改变客户的生命周期状态为保险销售期，若否则不改变客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间。
在综金销售期，需要判断是否需要改变客户的生命周期状态为下一个阶段，即保险销售期，以同时满足以下两个条件为判断依据：其一，客户在综金销售期累计至少被完成一次综金销售；其二，满足第三时间条件。其中，综金销售行为包括购买理财产品等。第三时间条件可以是达到预设时长，如客户在综金销售期的持续时间，较佳地定义客户进入综金销售期超过预设时间作为第三时间条件。例如，预设客户在综金销售期内累计被完成综金销售至少一次，且该客户自进入综金销售期之日起达到80天，自动进入第四阶段保险销售期，张三在综金销售期内被成功推荐购买理财产品一次，且自进入综金销售期之日起按自然天累加已达84天，则将张三的生命周期状态变更为保险销售期；李四在综金销售期内已达83天，但未被成功完成过综金销售，则提示坐席为李四完成综金销售；王五被成功完成综金销售过两次，但自进入综金销售期之日起只有56天，则提示坐席等待至24天，王五即可进入综金销售期，届时就可以进行下一阶段的任务。
步骤05，判断客户是否处于保险销售期，若是则执行步骤051。
步骤051，判断客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供保险销售服务或/和等待至预设时间。
在保险销售期，需要判断是否需要重置客户在保险销售期内的情况，以同时满足以下两个条件为判断依据：其一，客户在保险销售期累计至少被完成一次保险销售；其二，满足第四时间条件。其中，保险销售行为包括购买产险、寿险、养老险等保险产品等。较佳地，上述条件一还包括完成至少一次综金销售服务。第四时间条件可以是达到预设时长，如客户在保险销售期的持续时间，较佳地定义客户进入保险销售期超过预设时间作为第四时间条件。例如，预设客户在保险销售期内累计被完成综金销售至少一次、保险销售至少一次，且该客户自进入保险销售期之日起达到90天，则保持该客户在 保险销售期并重新计算进入时间及服务次数，张三在保险销售期内被成功推荐购买理财产品一次、车险产品一次，且自进入保险销售期之日起按自然天累加已达90天，则将张三的生命周期状态保持为保险销售期，并将进入保险销售期天数、服务次数清零，重新计算；李四在保险销售期内已达110天，被成功完成过综金销售，但未被成功完成过保险销售，则提示坐席为李四完成保险销售；王五被成功完成保险销售过一次、综金销售两次，但自进入保险销售期之日起只有78天，则提示坐席等待至12天，王五在保险销售期内的天数及服务次数清零后，重新计算。
通过上述四个阶段的客户生命周期状态管理，坐席就可以直观清楚每个客户所处的阶段和状态，了解应该如何跟进、服务该客户。
请继续参阅图2，示出了一种客户管理***，在本实施例中，客户管理***10可以被分割成一个或多个程序模块，一个或者多个程序模块被存储于存储介质中，并由一个或多个处理器所执行，以完成本申请，并可实现上述客户管理方法。本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段，比程序本身更适合于描述客户管理***10在存储介质中的执行过程。以下描述将具体介绍本实施例各程序模块的功能：
客户生命周期状态判断模块11，适于判断客户是否为新客户；是否处于建立关系期；是否处于免费服务期；是否处于综金销售期；是否处于保险销售期；
客户服务状态判断模块12，适于判断客户是否被接触过；是否完成至少一次免费服务；是否完成至少一次综金销售服务；是否完成至少一次保险销售服务；
客户状态时间计算模块13，适于判断客户在建立关系期内是否满足第一时间条件；在免费服务期内是否满足第二时间条件；在综金销售期内是否满足第三时间条件；在保险销售期内是否满足第四时间条件；
客户生命周期状态变更模块14，适于在判断客户为新客户时定义其为建立关系期；在判断客户处于建立关系期内被接触过且满足第一时间条件时改变客户的生命周期状态为免费服务期；在判断客户处于免费服务期内完成至少一次免费服务且满足第二时间条件时改变客户的生命周期状态为综金销售期；在判断客户处于综金销售期内完成至少一次综金销售服务且满足第三时间条件时改变客户的生命周期状态为保险销售期；在判断客户处于保险销售期内完成至少一次保险销售服务且满足第四时间条件时保持客户为保险销售期并重新计算服务次数及第四时间条件；
客户状态提示模块15，适于在客户不满足状态变更的情况下提示接触客户、提供免费服务、提示提供综金销售服务、提示提供保险销售服务或/和提示等待至预设时间。
本实施例还提供一种计算机设备，如可以执行程序的智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机柜式服务器(包括独立的服务器，或者多个服务器所组成的服务器集群)等。本实施例的计算机设备20至少包括但不限于：可通过***总线相互通信连接的存储器21、处理器22，如图3所示。需要指出的是，图3仅示出了具有组件21-22的计算机设备20，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
本实施例中，存储器21(即可读存储介质)包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，存储器21可以是计算机设备20的内部存储单元，例如该计算机设备20的硬盘或内存。在另一些实施例中，存储器21也可以是计算机设备20的外部存储设备，例如该计算机设备20上配备的插接式硬盘，智能 存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，存储器21还可以既包括计算机设备20的内部存储单元也包括其外部存储设备。本实施例中，存储器21通常用于存储安装于计算机设备20的操作***和各类应用软件，例如实施例二的客户管理***10的程序代码等。此外，存储器21还可以用于暂时地存储已经输出或者将要输出的各类数据。
处理器22在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器22通常用于控制计算机设备20的总体操作。本实施例中，处理器22用于运行存储器21中存储的程序代码或者处理数据，例如运行客户管理***10等。
本实施例还提供一种计算机可读存储介质，如闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘、服务器、App应用商城等等，其上存储有计算机程序，程序被处理器执行时实现相应功能。本实施例的计算机可读存储介质用于存储客户管理***10，被处理器执行时实现实施例一的客户管理方法。
实施例二
请参阅图4，本实施例的客户管理方法以实施例一为基础，包括以下步骤：
步骤01，判断客户是否为新客户，若是则定义客户为建立关系期，若否则执行步骤02。
建立关系期作为客户生命周期状态的第一个阶段，刚下发给坐席的客户均定义为建立关系期，此阶段的目标是与客户建立关系。
步骤02，判断客户是否处于建立关系期，若是则执行步骤021，若否则 执行步骤03。
步骤021，判断客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变客户的生命周期状态为免费服务期，若否则不改变客户的生命周期状态，并提示接触客户或/和等待至预设时间。同时，根据客户被接触次数、在建立关系期内的时间、首次接触之日起的时间，对该客户记录一个阶段分数。
在建立关系期，需要判断是否需要改变客户的生命周期状态为下一个阶段，即免费服务期，以同时满足以下两个条件为判断依据：其一，客户在建立关系期被任一坐席成功接触过；其二，满足第一时间条件。第一时间条件可以是达到预设时长，如客户在免费服务期的持续时间，较佳地定义客户首次被接触日距离当前日期是否超过预设时间作为第一时间条件。
步骤03，判断客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04。
步骤031，判断客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变客户的生命周期状态为综金销售期，若否则不改变客户的生命周期状态，并提示提供免费服务或/和等待至预设时间。同时，根据客户被完成免费服务次数、在免费服务期内的时间，对该客户记录一个阶段分数。
在免费服务期，需要判断是否需要改变客户的生命周期状态为下一个阶段，即综金销售期，以同时满足以下两个条件为判断依据：其一，客户在免费服务期累计至少被一次免费服务过；其二，满足第二时间条件。第二时间条件可以是达到预设时长，如客户在免费服务期的持续时间，较佳地定义客户进入免费服务期超过预设时间作为第二时间条件。
步骤04，判断客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05。
步骤041，判断客户是否已完成至少一次综金销售服务且在综金销售期内 是否满足第三时间条件，若是则改变客户的生命周期状态为保险销售期，若否则不改变客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间。同时，根据客户被完成综金销售次数、在综金销售期内的时间，对该客户记录一个阶段分数。
在综金销售期，需要判断是否需要改变客户的生命周期状态为下一个阶段，即保险销售期，以同时满足以下两个条件为判断依据：其一，客户在综金销售期累计至少被完成一次综金销售；其二，满足第三时间条件。第三时间条件可以是达到预设时长，如客户在综金销售期的持续时间，较佳地定义客户进入综金销售期超过预设时间作为第三时间条件。
步骤05，判断客户是否处于保险销售期，若是则执行步骤051。
步骤051，判断客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供保险销售服务或/和等待至预设时间。同时，根据客户被完成综金销售次数、保险销售次数、在保险销售期内的时间，对该客户记录一个阶段分数。
在保险销售期，需要判断是否需要重置客户在保险销售期内的情况，以同时满足以下两个条件为判断依据：其一，客户在保险销售期累计至少被完成一次保险销售；其二，满足第四时间条件。较佳地，上述条件一还包括完成至少一次综金销售服务。第四时间条件可以是达到预设时长，如客户在保险销售期的持续时间，较佳地定义客户进入保险销售期超过预设时间作为第四时间条件。
步骤06，根据客户在建立关系期、免费服务期、综金销售期和保险销售期中的时间、接触次数、免费服务次数、综金销售次数、保险销售次数，即根据每个阶段的阶段分数，对该客户进行评分。评分机制更有利于坐席直观客户情况，也可提供坐席通过评分作为筛选条件，梳理出坐席需要的客户。若步骤051判断为是，即该客户已在最后一个阶段循环，则根据该客户在保 险销售期中的时间、重复次数、综金销售次数和保险销售次数，对该客户进行评分。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种基于生命周期状态的客户管理方法，其特征在于，所述生命周期状态包括建立关系期、免费服务期、综金销售期和保险销售期，所述客户管理方法包括以下步骤：
    步骤01，判断客户是否为新客户，若是则定义所述客户为建立关系期，若否则执行步骤02；
    步骤02，判断所述客户是否处于建立关系期，若是则执行步骤021，若否则执行步骤03；
    步骤021，判断所述客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变所述客户的生命周期状态为免费服务期，若否则不改变所述客户的生命周期状态，并提示接触客户或/和等待至预设时间；
    步骤03，判断所述客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04；
    步骤031，判断所述客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变所述客户的生命周期状态为综金销售期，若否则不改变所述客户的生命周期状态，并提示提供免费服务或/和等待至预设时间；
    步骤04，判断所述客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05；
    步骤041，判断所述客户是否已完成至少一次综金销售服务且在综金销售期内是否满足第三时间条件，若是则改变所述客户的生命周期状态为保险销售期，若否则不改变所述客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间；
    步骤05，判断所述客户是否处于保险销售期，若是则执行步骤051；
    步骤051，判断所述客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持所述客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供保险销售服务或/和等待至预设时间。
  2. 根据权利要求1所述的客户管理方法，其特征在于：步骤021包括判断所述客户是否已被接触过且首次接触日距离当前日期是否超过预设时间。
  3. 根据权利要求2所述的客户管理方法，其特征在于：步骤031包括判断所述客户是否已完成至少一次免费服务且进入免费服务期是否超过预设时间。
  4. 根据权利要求3所述的客户管理方法，其特征在于：步骤041包括判断所述客户是否已完成至少一次综金销售服务且进入综金销售期是否超过预设时间。
  5. 根据权利要求4所述的客户管理方法，其特征在于：步骤051包括判断所述客户在保险销售期内是否已完成至少一次综金销售服务和至少一次保险销售服务，且进入保险销售期是否超过预设时间，若是则保持所述客户为保险销售期并重新计算进入时间及服务次数，并重复本步骤，若否则提示提供综金销售服务、提供保险销售服务或/和等待至预设时间。
  6. 根据权利要求1所述的客户管理方法，其特征在于：所述客户管理方法还包括步骤06，根据客户在建立关系期、免费服务期、综金销售期和保险销售期中的时间、接触次数、免费服务次数、综金销售次数、保险销售次数，对该客户进行评分。
  7. 根据权利要求6所述的客户管理方法，其特征在于：步骤06还包括若步骤051判断为是，则根据客户在保险销售期中的时间、重复次数、综金销售次数和保险销售次数，对该客户进行评分。
  8. 一种客户管理***，其特征在于，其包括：
    客户生命周期状态判断模块，适于判断客户是否为新客户；是否处于建 立关系期；是否处于免费服务期；是否处于综金销售期；是否处于保险销售期；
    客户服务状态判断模块，适于判断客户是否被接触过；是否完成至少一次免费服务；是否完成至少一次综金销售服务；是否完成至少一次保险销售服务；
    客户状态时间计算模块，适于判断客户在建立关系期内是否满足第一时间条件；在免费服务期内是否满足第二时间条件；在综金销售期内是否满足第三时间条件；在保险销售期内是否满足第四时间条件；
    客户生命周期状态变更模块，适于在判断客户为新客户时定义其为建立关系期；在判断客户处于建立关系期内被接触过且满足第一时间条件时改变客户的生命周期状态为免费服务期；在判断客户处于免费服务期内完成至少一次免费服务且满足第二时间条件时改变客户的生命周期状态为综金销售期；在判断客户处于综金销售期内完成至少一次综金销售服务且满足第三时间条件时改变客户的生命周期状态为保险销售期；在判断客户处于保险销售期内完成至少一次保险销售服务且满足第四时间条件时保持客户为保险销售期并重新计算服务次数及第四时间条件；
    客户状态提示模块，适于在客户不满足状态变更的情况下提示接触客户、提供免费服务、提示提供综金销售服务、提示提供保险销售服务或/和提示等待至预设时间。
  9. 一种计算机设备，计算机设备，包括存储器、处理器以及存储在存储器上并可在处理器上运行的计算机程序，所述处理器执行所述程序时实现以下步骤：
    步骤01，判断客户是否为新客户，若是则定义所述客户为建立关系期，若否则执行步骤02；
    步骤02，判断所述客户是否处于建立关系期，若是则执行步骤021，若否则执行步骤03；
    步骤021，判断所述客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变所述客户的生命周期状态为免费服务期，若否则不改变所述客户的生命周期状态，并提示接触客户或/和等待至预设时间；
    步骤03，判断所述客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04；
    步骤031，判断所述客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变所述客户的生命周期状态为综金销售期，若否则不改变所述客户的生命周期状态，并提示提供免费服务或/和等待至预设时间；
    步骤04，判断所述客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05；
    步骤041，判断所述客户是否已完成至少一次综金销售服务且在综金销售期内是否满足第三时间条件，若是则改变所述客户的生命周期状态为保险销售期，若否则不改变所述客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间；
    步骤05，判断所述客户是否处于保险销售期，若是则执行步骤051；
    步骤051，判断所述客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持所述客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供保险销售服务或/和等待至预设时间。
  10. 根据权利要求9所述的计算机设备，其特征在于：步骤021包括判断所述客户是否已被接触过且首次接触日距离当前日期是否超过预设时间。
  11. 根据权利要求10所述的计算机设备，其特征在于：步骤031包括判断所述客户是否已完成至少一次免费服务且进入免费服务期是否超过预设时间。
  12. 根据权利要求11所述的计算机设备，其特征在于：步骤041包括 判断所述客户是否已完成至少一次综金销售服务且进入综金销售期是否超过预设时间。
  13. 根据权利要求12所述的计算机设备，其特征在于：步骤051包括判断所述客户在保险销售期内是否已完成至少一次综金销售服务和至少一次保险销售服务，且进入保险销售期是否超过预设时间，若是则保持所述客户为保险销售期并重新计算进入时间及服务次数，并重复本步骤，若否则提示提供综金销售服务、提供保险销售服务或/和等待至预设时间。
  14. 根据权利要求9所述的计算机设备，其特征在于：所述客户管理方法还包括步骤06，根据客户在建立关系期、免费服务期、综金销售期和保险销售期中的时间、接触次数、免费服务次数、综金销售次数、保险销售次数，对该客户进行评分。
  15. 一种计算机可读存储介质，其上存储有计算机程序，其特征在于：所述程序被处理器执行时实现以下步骤：
    步骤01，判断客户是否为新客户，若是则定义所述客户为建立关系期，若否则执行步骤02；
    步骤02，判断所述客户是否处于建立关系期，若是则执行步骤021，若否则执行步骤03；
    步骤021，判断所述客户是否已被接触过且在建立关系期内是否满足第一时间条件，若是则改变所述客户的生命周期状态为免费服务期，若否则不改变所述客户的生命周期状态，并提示接触客户或/和等待至预设时间；
    步骤03，判断所述客户是否处于免费服务期，若是则执行步骤031，若否则执行步骤04；
    步骤031，判断所述客户是否已完成至少一次免费服务且在免费服务期内是否满足第二时间条件，若是则改变所述客户的生命周期状态为综金销售期，若否则不改变所述客户的生命周期状态，并提示提供免费服务或/和等待至预设时间；
    步骤04，判断所述客户是否处于综金销售期，若是则执行步骤041，若否则执行步骤05；
    步骤041，判断所述客户是否已完成至少一次综金销售服务且在综金销售期内是否满足第三时间条件，若是则改变所述客户的生命周期状态为保险销售期，若否则不改变所述客户的生命周期状态，并提示提供综金销售服务或/和等待至预设时间；
    步骤05，判断所述客户是否处于保险销售期，若是则执行步骤051；
    步骤051，判断所述客户在保险销售期内是否已完成至少一次保险销售服务且在保险销售期内是否满足第四时间条件，若是则保持所述客户为保险销售期并重新计算服务次数及第四时间条件，并重复本步骤，若否则提示提供保险销售服务或/和等待至预设时间。
  16. 根据权利要求15所述的计算机可读存储介质，其特征在于：步骤021包括判断所述客户是否已被接触过且首次接触日距离当前日期是否超过预设时间。
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于：步骤031包括判断所述客户是否已完成至少一次免费服务且进入免费服务期是否超过预设时间。
  18. 根据权利要求17所述的计算机可读存储介质，其特征在于：步骤041包括判断所述客户是否已完成至少一次综金销售服务且进入综金销售期是否超过预设时间。
  19. 根据权利要求18所述的计算机可读存储介质，其特征在于：步骤051包括判断所述客户在保险销售期内是否已完成至少一次综金销售服务和至少一次保险销售服务，且进入保险销售期是否超过预设时间，若是则保持所述客户为保险销售期并重新计算进入时间及服务次数，并重复本步骤，若否则提示提供综金销售服务、提供保险销售服务或/和等待至预设时间。
  20. 根据权利要求15所述的计算机可读存储介质，其特征在于：所述 客户管理方法还包括步骤06，根据客户在建立关系期、免费服务期、综金销售期和保险销售期中的时间、接触次数、免费服务次数、综金销售次数、保险销售次数，对该客户进行评分。
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