Customer operation method and system

Abstract

The invention provides a customer operation method and system, and aims to solve the problem that a common customer operation system in the current market is not suitable for a continuous service or fusion scene such as a content distribution network. The method comprises the steps that historical docking information and current docking information of a target business are acquired, the current docking information and the historical docking information are sent by a client information management module, and the historical docking information comprises historical docking information of a business manufacturer and / or historical docking information of a business channel provider; determining a first suggestion configuration template of the target service according to the current docking information and the historical docking information of the target service; and sending the first suggestion configuration template to an operation information management module, so that the operation information management module is in butt joint with the target service through the first suggestion configuration template.

Description

Technical Field

[0001] The present disclosure relates to the technical field of content distribution network, and in particular to a client operation method and system. Background Art

[0002] The CDN (Content Delivery Network) industry is very different from traditional industries. Most traditional industries sell and operate and maintain products through one-time sales and repurchase of the same product. The life cycle of CDN is different from that of general traditional industry products and is an ongoing operation and maintenance method.

[0003] However, the common customer operation systems currently on the market are not actually suitable for continuous service or integrated scenarios such as CDN. Summary of the invention

[0004] In order to overcome the problems existing in the related technologies, the present disclosure provides a customer operation method and system. The technical solution of the present disclosure is as follows: According to a first aspect of an embodiment of the present disclosure, a customer operation method is provided, which is applied to a business analysis and prediction module, comprising: Acquire historical docking information and current docking information of the target business, where the current docking information and the historical docking information are sent by the customer information management module, and the historical docking information includes historical docking information of the business vendor and / or historical docking information of the business channel provider; Determining a first recommended configuration template for the target service according to the current docking information and the historical docking information of the target service; The first suggested configuration template is sent to the operation information management module, so that the operation information management module connects to the target business through the first suggested configuration template.

[0005] Optionally, determining a first recommended configuration template for the target service according to the current docking information and the historical docking information of the target service includes: Determine the configuration templates and the major events respectively included in the historical connection information, wherein the major events represent the operation events in the customer operation process; A first recommended configuration template for the target business is determined through each of the configuration templates, each of the major events and the current connection information.

[0006] Optionally, it also includes: Determine whether the combination of the business vendors in the target business and any business channel vendors of the target business is consistent with the existing business that has been successfully connected; In the case of a match, a price evaluation is performed on the target business to obtain an evaluation result; Determine whether to undertake the target business according to the evaluation results; In the case of refusing to undertake the target business, the reason for refusing to undertake is recorded; the reason for refusing to undertake is transmitted to the customer information management module so that the customer information management module updates the historical configuration information of the business channel providers of each business manufacturer; Determining a first recommended configuration template for the target service according to the current docking information and the historical docking information of the target service includes: If the target business is agreed to be undertaken, the first recommended configuration template of the target business is determined based on the current docking information and the historical docking information of the target business; or, if there is a mismatch, the first recommended configuration template of the target business is determined based on the current docking information and the historical docking information of the target business.

[0007] Optionally, it also includes: The historical connection information of each business vendor and each business channel provider managed by the customer information management module; Make market forecasts based on historical docking information to determine the business stability of each business manufacturer and each business channel provider.

[0008] According to a second aspect of an embodiment of the present disclosure, there is provided a customer operation method, which is applied to an operation information management module, and includes: Receive a first suggested configuration template sent by the business analysis and prediction module for the target business; The target service is connected through the first recommended configuration template.

[0009] Optionally, it also includes: Acquire current docking information of the target service, where the current docking information is sent by the service analysis and prediction module when there is no historical docking information of the target service; Determining a second recommended configuration template for the target service according to the current connection information; The target service is connected through the second recommended configuration template.

[0010] Optionally, business vendors and business channel providers are identified as business customers, further comprising: Determine whether the target service is successfully accessed through the configuration template, where the configuration template is the first recommended configuration template or the second recommended configuration template; In the case of unsuccessful access, the reason for the unsuccessful access is recorded; the reason for the unsuccessful access is transmitted to the customer information management module so that the customer information management module updates the historical configuration information of each service customer; In case of successful access, a first business customer with historical configuration information and a second business customer without historical configuration information in the target business are determined; business benchmark information of the second business customer is established according to the access status of the target business, and operational events of the first business customer and the second business customer are recorded through the corresponding external platform interface according to the access status of the target business; the operational events and the benchmark information are transmitted to the customer information management module so that the customer information management module updates the historical configuration information of each business customer.

[0011] According to a third aspect of an embodiment of the present disclosure, there is provided a customer operation method, which is applied to a customer information management module, and includes: Obtaining an access request for a target service; Determine whether there is historical connection information for any business vendor and any business channel provider included in the target business; When historical docking information exists, the historical docking information and the current docking information of the target business are sent to the business analysis and prediction module; so that the business analysis and prediction module determines the first recommended configuration template of the target business based on the current docking information and the historical docking information of the target business.

[0012] Optionally, it also includes: Receive the reason for rejection sent by the business analysis and prediction module; Receive the reasons for unsuccessful access, operation events and benchmark information sent by the operation information management module; According to the reason for refusing to undertake, the reason for unsuccessful access, the operation event and the benchmark information, the historical connection information of the corresponding business vendors and business channel providers is updated.

[0013] According to a fourth aspect of an embodiment of the present disclosure, a customer operation system is provided, including: The customer information management module is used to obtain the access request of the target business; determine whether there is any historical docking information for any business vendor and any business channel provider included in the target business; if there is any historical docking information, send the historical docking information and the current docking information of the target business to the business analysis and prediction module; A business analysis and prediction module, configured to determine a first recommended configuration template for the target business according to the current docking information and the historical docking information of the target business; and send the first recommended configuration template to an operation information management module; An operation information management module is used to connect to the target business through the first recommended configuration template.

[0014] According to a fifth aspect of an embodiment of the present disclosure, there is provided an electronic device, comprising: a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein when the computer program is executed by the processor, the steps of the customer operation method described in the first aspect are implemented, or the steps of the customer operation method described in the second aspect are implemented, or the steps of the customer operation method described in the third aspect are implemented.

[0015] According to a sixth aspect of an embodiment of the present disclosure, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps of the customer operation method described in the first aspect are implemented, or the steps of the customer operation method described in the second aspect are implemented, or the steps of the customer operation method described in the third aspect are implemented.

[0016] According to the seventh aspect of an embodiment of the present disclosure, a computer program product is provided, comprising a computer program. When the computer program is executed by a processor, the computer program implements the steps of the customer operation method as described in the first aspect, or implements the steps of the customer operation method as described in the second aspect, or implements the steps of the customer operation method as described in the third aspect.

[0017] The present disclosure obtains the historical docking information and current docking information of the target business through the business analysis and prediction module, so that when a new business is connected, it can quickly analyze and provide a docking solution suitable for the CDN business, ensuring the timely access of the business and reducing delays caused by information asymmetry. By integrating the first recommended configuration template generated by historical docking information, the accuracy of the configuration is improved, and clear guidance can be provided for operators. By sending the first recommended configuration template directly to the operation information management module, operators can connect to the target business more quickly, reducing the complexity and cost of internal communication, so that the business can proceed more smoothly. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] In order to more clearly illustrate the technical solutions of the embodiments of the present disclosure, the drawings required for use in the description of the embodiments of the present disclosure will be briefly introduced below. Obviously, the drawings in the following description are only some embodiments of the present disclosure. For ordinary technicians in this field, other drawings can be obtained based on these drawings without creative work.

[0019] Figure 1 is a schematic diagram of steps of a customer operation method shown in an embodiment of the present disclosure; Figure 2 is a schematic diagram of steps of another customer operation method shown in an embodiment of the present disclosure; Figure 3is a schematic diagram of steps of another customer operation method shown in an embodiment of the present disclosure; Figure 4 is a schematic diagram of a major event shown in an embodiment of the present disclosure; Figure 5 is a schematic diagram of a customer operation system shown in an embodiment of the present disclosure; Figure 6 is a schematic diagram of a customer operation system workflow shown in an embodiment of the present disclosure; Figure 7 It is a schematic diagram of an electronic device shown in an embodiment of the present disclosure. DETAILED DESCRIPTION

[0020] The following will be combined with the drawings in the embodiments of the present disclosure to clearly and completely describe the technical solutions in the embodiments of the present disclosure. Obviously, the described embodiments are part of the embodiments of the present disclosure, rather than all of the embodiments. Based on the embodiments in the present disclosure, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present disclosure.

[0021] The terms "first", "second", etc. in the specification and claims of the present disclosure are used to distinguish similar objects, and are not used to describe a specific order or sequence. It should be understood that the data used in this way can be interchangeable when appropriate, so that the embodiments of the present disclosure can be implemented in an order other than those illustrated or described herein, and the objects distinguished by "first", "second", etc. are generally of the same type, and the number of objects is not limited. For example, the first object can be one or more. In addition, "and / or" in the specification and claims represents at least one of the connected objects, and the character " / " generally indicates that the objects associated with each other are in an "or" relationship.

[0022] For ease of understanding, the professional terms involved in the present disclosure are first explained.

[0023] CDN: A distributed content distribution network built on a data network.

[0024] Business manufacturer: the actual business itself, such as XX video, XX short video APP, etc.

[0025] Business channel providers: upstream integration, generally refers to friendly companies with CDN business services, such as XX Cloud.

[0026] Common customer operation systems on the market currently have the following problems: Question 1: The customer management and operation methods of traditional Internet / supply chain and other industries are not suitable for continuous operation product scenarios such as CDN.

[0027] Question 2: In the CDN operation process, the main Internet businesses need to achieve multi-channel distribution and integration, and some business scenarios also involve the integration of long links. However, all customer management or operation systems on the market currently fail to effectively cover these requirements, making the systematic management of multiple upstreams, long links and Internet businesses inconvenient.

[0028] Question 3: The volume of CDN business is affected by business characteristics and forms on the one hand, and is also related to upstream business information on the other. In theory, these factors should be able to support automatic analysis and prediction functions, but the current customer operation system does not yet have such capabilities.

[0029] In order to solve the above problems, the present disclosure proposes a customer operation method, which can take into account the uniqueness of CDN business. The customer management system that is more suitable for CDN can quickly provide docking solutions based on the docking status of current manufacturers and integrated channels when new businesses are connected. It can also automatically supplement and improve customer portraits. Combining operational data and historical data, the system can perform data analysis and industry forecasts from the horizontal (business manufacturer dimension) and vertical (business channel dimension), thereby providing some forecasting guidance for market data for the management.

[0030] Therefore, from a grass-roots perspective, the customer operation method provided by the present invention helps to quickly access the business, reduce internal communication costs, and facilitate rapid business access; from a high-level perspective, it is possible to quickly obtain the dynamics of current Internet vendors and formulate appropriate operation strategies to improve the satisfaction and loyalty of business vendors and promote the business growth of the enterprise.

[0031] The customer operation method provided in the present disclosure involves three modules, namely a business analysis and prediction module, an operation information management module and a customer information management module.

[0032] Figure 1 This is a schematic diagram of the steps of a customer operation method shown in an embodiment of the present disclosure, which is applied to the business analysis and prediction module. On the one hand, the business analysis and prediction module is used for target business access. Based on the historical docking information corresponding to the target business, a preliminary analysis of the difficulty and cost of the target business is performed, and a preliminary access suggestion for the target business, that is, the first suggested configuration template, can be given; on the other hand, constant business is also analyzed and predicted to evaluate the business stability of business manufacturers and business channel providers.

[0033] according to Figure 1 As shown, the method may specifically include the following steps: Step S11: Acquire historical docking information and current docking information of the target business, wherein the current docking information and the historical docking information are sent by the customer information management module, and the historical docking information includes historical docking information of the business vendor and / or historical docking information of the business channel provider.

[0034] Extract the current docking information of the target business from the customer information management module. The current docking information may include business requirements, configuration, change records, etc.

[0035] At the same time, historical docking information is extracted, which may be the historical docking records of the business vendor and / or the historical docking records of the business channel vendor, to ensure that all relevant docking information is covered. The historical docking information may be a portrait, and the portrait of the business vendor or the portrait of the business channel vendor may include all the information generated in the historical docking.

[0036] The portrait may include: the customer's basic information; the customer's specific needs during the use of the service; the technical configuration of the customer's current business, including the products used, service parameters, interface settings, etc.; historical changes in the customer's business, recording when and what adjustments were made, the reasons for the changes and their impact; important business milestones or events, such as the start time of cooperation, the launch of major projects, the launch of services, etc.; matters that need to be paid attention to when conducting business with customers, including technical requirements, communication methods, potential risks, etc.

[0037] Step S12: determining a first recommended configuration template for the target service according to the current docking information and the historical docking information of the target service.

[0038] Analyze the current docking information and historical docking information obtained to identify the key needs and potential problems of the target business. Compare the current docking information with the historical docking information to find similarities and differences, evaluate the success of the historical docking, and analyze the influencing factors.

[0039] Based on the analysis results, determine the first recommended configuration template for the target business. The first recommended configuration template may include: a detailed description of the business requirements; recommendations for related configurations, including technical parameters, interface requirements, etc.; change records and docking precautions, so that operators can understand and implement them.

[0040] Step S13: Send the first recommended configuration template to the operation information management module, so that the operation information management module connects to the target business through the first recommended configuration template.

[0041] The generated first suggested configuration template is sent to the operation information management module, and the accuracy and timeliness of information transmission need to be ensured so that the operation information management module can respond quickly. After receiving the suggested configuration template, the operation information management module performs corresponding docking operations.

[0042] By adopting the embodiments of the present disclosure, by obtaining the historical docking information and current docking information of the target business, the business background and historical cooperation of the customer can be fully understood, which helps to reduce information islands and improve the availability of data. According to the current docking information and the historical docking information, a first recommended configuration template can be generated, which can more accurately meet customer needs and improve the success rate of business docking. The first recommended configuration template is sent to the operation information management module, so that the module can quickly dock with the target business.

[0043] Among them, in an optional embodiment, the first recommended configuration template of the target business is determined based on the current docking information and the historical docking information of the target business, including: determining the configuration templates and major events respectively included in the historical docking information, the major events representing operational events in the customer operation process; determining the first recommended configuration template of the target business through each of the configuration templates, each of the major events and the current docking information.

[0044] Extract historical docking information sent by the customer information management module to identify all configuration templates and milestones related to the target business. Milestones include key business milestones, success stories, problem records and solutions, etc.

[0045] The configuration template included in the historical connection information corresponding to the business vendor is the configuration of the business vendor itself, which may include: description of the functions and service requirements required for the business, the technical parameters and settings involved, and connection requirements with other systems or services.

[0046] The historical connection information corresponding to the business channel providers includes configuration templates, which mainly meet the requirements of the business channel providers for connection-related log / api / monitoring interfaces.

[0047] Classify and organize the collected configuration templates to identify the configuration requirements that are helpful for the current target business connection. You can evaluate the effectiveness and applicability of each configuration template and determine which templates have been successful in past connections and which ones may need to be adjusted.

[0048] Major events can be organized to ensure that they reflect the actual situation and changes of business manufacturers and business channel providers during their operations.

[0049] Integrating current docking information with historical configuration templates and milestones can establish a comprehensive analysis framework. The integrated information can clearly reflect the needs and potential challenges of the target business.

[0050] Based on the integrated information, a data analysis method may be used to generate a first suggested configuration template. The first suggested configuration template may include specific configuration items, suggested operation steps, and possible risk assessments and response strategies.

[0051] After the generated first recommended configuration template is completed, internal verification can be performed to ensure its rationality and feasibility. Necessary adjustments are made to the first recommended configuration template based on the internal verification feedback to ensure that the first recommended configuration template can effectively support the docking process of the target business.

[0052] The finally determined first suggested configuration template is sent to the operation information management module so that it can perform subsequent business connection and operation management according to the first suggested configuration template.

[0053] By adopting the embodiments of the present disclosure, by integrating the configuration templates and major events in the historical docking information, the customer's operation history can be comprehensively analyzed, thereby providing more accurate support for the access of the target business. Major events are records of operational events in the customer's operation process. By analyzing these events, the customer's real needs and potential problems can be identified, so that the generation of recommended configuration templates can be more targeted. By providing personalized recommended configuration templates based on historical data and operational events, the specific needs of customers can be better met, customer satisfaction can be improved, and customer loyalty can be enhanced. By using a clear first recommended configuration template, the business docking process can be accelerated and unnecessary communication and confirmation time can be reduced.

[0054] Among them, in an optional embodiment, it also includes: judging whether the combination of the business vendors in the target business and any business channel vendors of the target business is consistent with the existing business that has been successfully connected; if it is consistent, conducting a price evaluation on the target business to obtain an evaluation result; judging whether to undertake the target business based on the evaluation result; if it is refused to undertake the target business, recording the reason for refusal to undertake; transmitting the reason for refusal to undertake to the customer information management module, so that the customer information management module updates the historical configuration information of the business channel vendors of each business vendor; determining the first recommended configuration template of the target business based on the current docking information and the historical docking information of the target business, including: if agreeing to undertake the target business, determining the first recommended configuration template of the target business based on the current docking information and the historical docking information of the target business; or, if it is inconsistent, determining the first recommended configuration template of the target business based on the current docking information and the historical docking information of the target business.

[0055] Extract the information of the business vendor of the target business and the information of all its business channel vendors from the system. The information of the business vendor may include the name, ID, business scope, etc. of the business vendor, and the information of the business channel vendor may include the name, ID, cooperation history, etc. of the business channel vendor.

[0056] The businesses that have been successfully connected in the system can be understood as existing businesses.

[0057] Combine the business vendors of the target business with each of its business channel vendors to generate multiple business combinations. Match and judge the multiple business combinations with the existing businesses respectively. For any business combination, determine whether the existing business includes the business combination. If the business combination is included, determine whether the target business and the existing business are consistent. Determining whether the existing business includes the business combination means that the existing business also includes the business vendors and business channel vendors of the business combination.

[0058] If there is a direct sales business of the target business's business manufacturer in the stock business, the target business is directly determined to be consistent with the stock business through the business manufacturer of the target business. Direct sales business means that this business does not include business channel dealers, but only business manufacturers.

[0059] Wherein, when the target business is a direct selling business, the business vendor corresponding to the target business is determined, and it is judged whether there is an existing business of the same business vendor in the system. If there is, it is determined whether the target business is consistent with the existing business.

[0060] If the target business is judged to be consistent with the existing business, if the target business is taken over, there may be an increase in the business and a decrease in other online businesses. On this basis, if there is a difference in price, the access to the new business is equivalent to business loss. Therefore, price evaluation is required.

[0061] Relevant market price information and historical transaction data can be collected, and a first docking price for a target business can be determined, as well as a second docking price for existing businesses that match the target business.

[0062] The pricing model can be used to evaluate the first docking price and obtain the evaluation results of the target business. The evaluation results will be reported to the department leaders, who can decide whether to undertake the target business based on the evaluation results, combined with the company's strategic goals and resource conditions.

[0063] If the evaluation results show that it is profitable to undertake the business, then decide to undertake it; if the evaluation results are not ideal, then consider refusing to undertake it.

[0064] In the case of refusing to undertake the target business, the reasons for the rejection are recorded in detail, including but not limited to inappropriate price, insufficient resources, potential risks, etc. The reasons for the rejection can be transmitted to the customer information management module to update the corresponding historical configuration information of the business vendor and business channel. By updating the historical configuration information, the same rejection reasons can be avoided in future business access, thereby improving decision-making efficiency.

[0065] In addition, if the target business is accepted, the first recommended configuration template is generated based on the current docking information and the historical docking information. If they do not match, the first recommended configuration template is generated based on the current and historical docking information to ensure smooth access to the business. The first recommended configuration template includes specific configuration items, operation steps, monitoring requirements, etc. to ensure that it adapts to the actual situation of the target business.

[0066] During the implementation of the first recommended configuration template, the operation data and feedback information of the target business can be continuously collected to regularly evaluate the effectiveness of the first recommended configuration template. According to the evaluation results, the first recommended configuration template is adjusted and optimized as necessary to improve the success rate of subsequent business access and customer satisfaction.

[0067] By adopting the embodiments of the present disclosure, by judging whether the combination of business vendors and channel vendors in the target business is consistent with the existing successfully connected business, suitable business access can be effectively screened out, and malicious competition can be effectively avoided. After confirming that the business combination is consistent, price evaluation is carried out to help ensure that the accessed business is economically feasible. In the case of refusing to undertake the target business, the reason for the refusal is recorded and transmitted to the customer information management module, which provides a reference basis for subsequent business access and also provides transparency for the decision-making process within the enterprise.

[0068] Among them, in an optional embodiment, it also includes: historical docking information of various business manufacturers and various business channel providers managed by the customer information management module; market forecasting based on historical docking information to determine the business stability of various business manufacturers and various business channel providers.

[0069] By extracting the historical docking records of various business vendors and channel providers from the customer information management module, the collected historical docking information can be sorted and cleaned to remove duplicate records, correct erroneous information, and ensure the effectiveness of subsequent analysis.

[0070] The business volume in the historical docking information can be analyzed to evaluate the business volume change trends of each business vendor and channel vendor in different time periods, and identify business peaks and troughs. Data analysis tools and algorithms can be used to make market forecasts for the historical docking data of each business vendor and channel vendor, and predict future business stability and development trends. Based on the analysis and prediction results, a business stability report for each business vendor and channel vendor is generated, which should include information such as current stability assessment, future forecast trends, and potential risks.

[0071] Feedback the business stability report to the management as a basis for decision-making, helping the management to formulate corresponding business strategies and risk management measures.

[0072] By adopting the embodiments of the present disclosure, through the analysis of historical docking information, enterprises can make more scientific decisions based on data, avoid relying on subjective judgment, and thus improve the accuracy and effectiveness of decisions. By analyzing historical docking information, it is possible to more accurately evaluate the business stability of various business manufacturers and channel merchants, identify potential risks and problems, and help enterprises take timely measures. Through market forecasts, enterprises can understand the changes in the business stability of various business manufacturers and channel merchants in real time, support rapid response to market changes, and adjust business strategies in a timely manner to adapt to the ever-changing market environment. Through the analysis of historical data and business stability forecasts, enterprises can provide data support for long-term strategic planning and formulate more forward-looking business development strategies.

[0073] Based on the same technical concept, the present disclosure provides a customer operation method, which is applied to an operation information management module. The operation information management module is mainly used to record operation events during the customer operation process.

[0074] Figure 2 FIG. 1 is a schematic diagram of another customer operation method shown in an embodiment of the present disclosure, which is applied to the operation information management module. Figure 2 As shown, the method may specifically include the following steps: Step S21: receiving a first suggested configuration template sent by the business analysis and prediction module for the target business.

[0075] The operation information management module receives the first suggested configuration template from the business analysis and prediction module. The first suggested configuration template is generated based on the historical connection information and the current connection information, and includes a preliminary access suggestion for the target business.

[0076] Step S22: connecting to the target service through the first recommended configuration template.

[0077] Parse the received first recommended configuration template and extract key information, including business requirements, configuration parameters, docking elements, etc., to facilitate subsequent business docking operations. Based on the parsed configuration template information, evaluate the compatibility of the target business with the existing system to confirm whether it meets technical and business requirements.

[0078] According to the requirements of the first recommended configuration template, prepare the required technical resources and support, including server configuration, network bandwidth, API interface, etc., to ensure the smooth progress of the docking process.

[0079] During the docking process, the progress and status of the docking are monitored in real time to ensure that each link is carried out according to the predetermined plan and that possible problems are dealt with in a timely manner. Events that occur during the docking process can be recorded for subsequent analysis and reference.

[0080] By adopting the embodiment of the present disclosure, by receiving the first suggested configuration template provided by the business analysis and prediction module, the operation information management module can quickly obtain preliminary access suggestions for the target business, thereby speeding up the overall process of business access and reducing time costs. The specific configuration parameters and requirements contained in the first suggested configuration template help the operation team to better prepare and configure the required technical resources, avoiding unnecessary waste of resources and duplication of work. Through an efficient and smooth business access process, customer satisfaction and trust in the service can be improved, thereby enhancing customer loyalty and promoting the establishment of long-term cooperative relationships.

[0081] Among them, in an optional embodiment, it also includes: obtaining the current docking information of the target business, the current docking information is sent by the business analysis and prediction module when there is no historical docking information of the target business; determining the second recommended configuration template of the target business based on the current docking information; and docking the target business through the second recommended configuration template.

[0082] In the case of lack of historical docking information for the target business, the operation information management module directly transmits the current docking information to the business analysis and prediction module. The current docking information may include basic information of the target business, market demand, customer requirements, technical specifications, and relevant competitor information.

[0083] The operation information management module collects and organizes the current docking information of the target business to ensure the accuracy and completeness of the information. It may involve communication with relevant departments (such as the marketing department and the technical department) to obtain a more comprehensive business background and needs.

[0084] Analyze the current docking information obtained to identify the key business needs and technical requirements of the target business. And determine the characteristics, potential challenges and opportunities of the target business to provide a basis for the subsequent configuration template generation. Based on the analysis results, the business analysis and prediction module generates a second recommended configuration template for the target business. The second recommended configuration template contains specific configuration suggestions, technical requirements, resource requirements, implementation steps and other information for the target business.

[0085] Before implementing the second suggested configuration template, the operation information management module may perform a feasibility assessment on the second suggested configuration template to ensure that the suggested configuration can meet the needs of the target business and is compatible with the existing system.

[0086] According to the requirements in the second recommended configuration template, prepare the required technical resources and support to ensure the smooth progress of the docking process, including system integration, API calls, data transmission and other specific operations.

[0087] During the docking process, monitor the docking progress and status in real time to ensure that each link is carried out according to the predetermined plan and deal with possible problems in a timely manner. Record events that occur during the docking process, such as alarms, customer events, and internal operation events, for subsequent analysis and reference.

[0088] By adopting the embodiments of the present disclosure, when the target business has no historical docking information, by obtaining the current docking information, the challenge of insufficient data can be effectively dealt with, ensuring that the docking process is not affected by the lack of historical data. By analyzing the current docking information, potential risks and challenges can be identified, and response strategies can be formulated in advance to reduce the risks caused by docking failure or mismatch. It allows flexible response to the access needs of new businesses without historical information, so that operations management can quickly adapt to market changes and customer needs, and improve the flexibility of the overall business.

[0089] Among them, in an optional embodiment, business manufacturers and business channel providers are determined as business customers, and also include: judging whether the target business is successfully accessed through the configuration template, the configuration template being the first recommended configuration template or the second recommended configuration template; in case of unsuccessful access, recording the reason for unsuccessful access; transmitting the reason for unsuccessful access to the customer information management module, so that the customer information management module updates the historical configuration information of each business customer; in case of successful access, determining the first business customer with historical configuration information and the second business customer without historical configuration information in the target business; establishing the business benchmark information of the second business customer based on the access status of the target business, and, based on the access status of the target business, recording the operation events of the first business customer and the second business customer through the corresponding external platform interface; transmitting the operation event and the benchmark information to the customer information management module, so that the customer information management module updates the historical configuration information of each business customer.

[0090] The system automatically checks whether the access through the first recommended configuration template or the second recommended configuration template is successful. The success of the access can be judged by a preset standard, including whether the data transmission is successful and whether the function is normal.

[0091] If the target business fails to access, the system needs to automatically record the specific reasons for the failure, such as configuration mismatch, technical problems, changes in market demand, etc. The recorded reasons for the failure to access are transmitted to the customer information management module. After receiving the information, the customer information management module can update the historical configuration information of the relevant business customers to ensure the accuracy and completeness of the information.

[0092] When the target service is successfully connected, the system needs to determine whether the service customer has historical configuration information. Based on this, the service customers can be divided into two categories: first service customers with historical configuration information, and second service customers without historical configuration information.

[0093] For the second business customer, the system creates corresponding business benchmark information based on the access status of the target business. The benchmark information should include requirements, configuration, business form, business sensitivity, alarm attention, etc., so that if there is a subsequent business that also includes this business customer, the system can refer to it. The benchmark information can be used to generate historical docking information for the corresponding business customer.

[0094] Through the corresponding external platform interface, record the operation events of the first business customer and the second business customer during the access process. Operation events include magnitude information, alarm events, customer feedback, internal operation events, etc., and also support level classification, such as high, medium, and low levels. Operation events can be used to update the historical connection information of the corresponding business customers. If the external platform interface is insufficient, manual intervention and correction are also supported.

[0095] The recorded operational events and the benchmark information of the second business customers are transmitted to the customer information management module to ensure that the customer information management module updates the historical configuration information of each business customer in a timely manner and maintains the real-time and accuracy of the data.

[0096] After the service is connected, it is also necessary to continuously monitor the operation and collect feedback information so as to timely adjust and optimize the service configuration and access strategy to ensure the stability and sustainability of the service.

[0097] By adopting the embodiments of the present disclosure, by judging whether the target business has been successfully accessed, problems in the access process can be identified in a timely manner, ensuring that subsequent business access strategies are more accurate, thereby improving the overall access success rate. In the case of unsuccessful access, recording the specific reasons for unsuccessful access can provide data support for subsequent business improvements, helping the team to quickly locate problems and make targeted adjustments. After successful access, the system can divide customers into first business customers with historical configuration information and second business customers without historical configuration information, and establish business benchmark information for second business customers, which can provide a reference for similar business access in the future, form a standardized access process, and improve the docking efficiency of new businesses. The operational events of the first business customers and the second business customers are recorded through the external platform interface to ensure that all important business dynamics and operational data are fully recorded, providing basic data for subsequent operational analysis.

[0098] Based on the same technical concept, the present disclosure provides a customer operation method, which is applied to a customer information management module. On the one hand, the customer information management module can identify the business vendors and business channel vendors included in the target business, and if the target business does not include the business channel vendors, the target business can also be marked as a direct sales business; on the other hand, the customer information management module can automatically generate the historical docking information of the business vendors and business channel vendors, and generate corresponding major events based on the operation information.

[0099] Figure 3 FIG. 1 is a schematic diagram of the steps of another customer operation method shown in an embodiment of the present disclosure, which is applied to a customer information management module. Figure 3 As shown, the method may specifically include the following steps: Step S31: Obtain an access request for a target service.

[0100] Receive a target service access request.

[0101] Step S32: Determine whether there is any historical connection information for any business vendor and any business channel provider included in the target business.

[0102] Parse the access request and extract key information of the target business, including business manufacturers, channel partners, current business information, etc.

[0103] In the customer information management module, it is possible to determine whether there is any historical docking information for any business vendor or any business channel provider related to the target business by querying the database or information storage system.

[0104] Step S33: If there is historical docking information, the historical docking information and the current docking information of the target business are sent to the business analysis and prediction module; so that the business analysis and prediction module determines the first recommended configuration template of the target business based on the current docking information and the historical docking information of the target business.

[0105] In the case where historical docking information exists, the historical docking information and its specific content may be recorded.

[0106] Collect all historical docking information related to the target business, including previous configurations, requirements, change records, etc. Integrate the historical docking information with the current docking information of the target business to form a complete docking information set. Send the integrated historical docking information and the current docking information of the target business to the business analysis and prediction module.

[0107] After receiving the information, the business analysis and prediction module performs data analysis and compares the similarities and differences between the historical docking information and the current docking information. Based on the analysis results, the first recommended configuration template for the target business is determined.

[0108] Wherein, when no historical docking information is found, the current docking information may be directly transmitted to the operation information management module, so that the operation information management module directly determines the second recommended configuration template based on the current docking information.

[0109] By adopting the embodiments of the present disclosure, by obtaining the access request of the target business, the system can quickly respond to customer needs, reduce manual intervention, and improve the efficiency of information processing. By judging whether there is historical docking information for any business vendor and any business channel provider of the target business, it is possible to make full use of existing business data, avoid duplication of work, and reduce access risks. In the case of historical docking information, the historical docking information and the current docking information are sent to the business analysis and prediction module, which can achieve accurate analysis of the business and help identify potential success factors and risk points.

[0110] Among them, in an optional embodiment, it also includes: receiving the reason for refusal to undertake sent by the business analysis and prediction module; receiving the reason for unsuccessful access, operation events and benchmark information sent by the operation information management module; and updating the historical docking information of the corresponding business manufacturers and business channel providers according to the reason for refusal to undertake, the reason for unsuccessful access, the operation events and the benchmark information.

[0111] Receive feedback information from the business analysis and prediction module, including the reasons for rejecting the target business, including the specific reasons for rejection, such as business conflict, insufficient resources, inappropriate price, etc. Classify and record the reasons for rejection received, and update the historical docking information of the business vendors and business channel vendors involved in the target business accordingly.

[0112] Receive feedback information from the operation information management module, including reasons for unsuccessful access, operation events, and benchmark information. Update the historical docking information of the business vendors and business channel vendors involved according to the reasons for unsuccessful access. Create a portrait of the business vendor or business channel vendor corresponding to the benchmark information, i.e., historical docking information, based on the benchmark information. Generate corresponding major events based on the operation events, and update the historical docking information of the business vendors and business channel vendors involved in the major events.

[0113] Figure 4 is a schematic diagram of a major event shown in an embodiment of the present disclosure. Figure 4 As shown in the figure, the meaning of a chronicle is a document or list of important events, activities or milestones recorded in a specific period of time. It can include event type, time, source, description, impact level, level and notes, etc. It helps us better understand the current operating status, identify and solve potential problems in a timely manner, and ensure the stable operation of the business.

[0114] By adopting the embodiments of the present disclosure, by receiving the reasons for rejection of acceptance, reasons for unsuccessful access, operational events and benchmark information sent by the business analysis and prediction module and the operation information management module, all relevant information is ensured to be transparent, so that team members can understand the current status and historical background of business access. By updating the historical docking information of business manufacturers and business channel providers, in future business access, previous access situations can be quickly reviewed and analyzed to reduce repeated errors.

[0115] With respect to the customer operation method provided by the present disclosure, a specific embodiment is first proposed.

[0116] Preconditions: Account A plans to directly access the ZZ Video service, so the channel record is Direct Sales-ZZ Video; Account B plans to access the ZZ video service from XX cloud vendor, so the channel record is XX cloud-ZZ video; Account C plans to access the ZZ video service from YY cloud vendor through XX cloud vendor. The channel record is XX cloud-YY cloud-ZZ video.

[0117] Through the customer information management module, you can record the information corresponding to account A, account B and account C, and update the historical docking information of the corresponding business vendors and business channel providers based on the information corresponding to account A, account B and account C. For example: New major events were added under ZZ video portrait: In a certain month of a certain year, it was connected by XX cloud vendor, with a total volume of xG; A new major event was added under the XX cloud vendor portrait: In a certain month of a certain year, the ZZ video service was connected, with a total volume of xG.

[0118] Set the business corresponding to account A and account B to the constant business that has been successfully connected to the system, and the business corresponding to account C to the target business that needs to be connected currently; ZZ Video is a business vendor included in the constant business corresponding to account A. It is determined that ZZ Video has access to the corresponding business, and the customer profile corresponding to ZZ Video is obtained, that is, the historical connection information, which includes ZZ Video business requirements, configuration, change records, major events, connection precautions, etc. XX Cloud has been connected to the constant business corresponding to account B. It is judged that XX Cloud has been connected to the corresponding business and the corresponding customer portrait is obtained, that is, the historical connection information, which includes the connection requirements, configuration, change records, platform events, connection precautions, etc. of the XX Cloud platform.

[0119] The business analysis and prediction module prints the relevant information in the customer portrait corresponding to ZZ video, obtains configuration template 1 and related major events; prints the relevant information in the customer portrait corresponding to XX cloud, obtains configuration template 2 and related major events; the business analysis and prediction module determines the combination of XX cloud + ZZ video based on the business channel of account C being XX cloud-YY cloud-ZZ video, and there is already cooperation in the current account B, and determines that there may be a business conflict in the business of account C.

[0120] In principle, the scale of Account C should be the scale allocated to YY Cloud by ZZ Video, but it cannot be ruled out that Account C conceals information when providing business information. Therefore, Account C is evaluated from aspects such as price, and the leader determines whether there is a conflict and whether it is suitable to undertake.

[0121] If the business corresponding to account C cannot be undertaken due to conflict reasons, feedback should be provided to pre-sales and the portraits of the business manufacturers and business channel providers involved in account C should be updated. If there is any subsequent business access similar to that of account C, the reasons for the previous failure to access can be clarified to improve business access efficiency.

[0122] If it is determined that there is no conflict and the business can be taken over, a first recommended configuration template is generated based on configuration template 1, configuration template 2 and related milestones, and is provided to the operation information management module for rapid business access.

[0123] The operation information management module receives the first recommended configuration template and accesses the business corresponding to account C. Determine whether the business corresponding to account C is successfully accessed, that is, whether the volume is successfully increased; if account C fails to be successfully increased, clearly record the reason and update it to the customer information managed by the operation information management module, so that when there is a similar business access to account C in the future, there is quick historical information for guidance 2; if account C is successfully increased, determine whether there are business vendors and / or business channel vendors without historical docking information for the business corresponding to account C; create benchmark information for business vendors and / or business channel vendors without historical docking information, clarify configuration, requirements and other functions, so that if there is similar business docking in the future, comparison can be enabled; after the business is increased, it is necessary to continuously record the operation data, mainly including: volume information / alarm events / customer events / internal operation events, among which alarm events / customer events / internal operation events support level division, and label according to high, medium and low event levels to facilitate the generation of major events in the customer information management module.

[0124] Based on the same technical concept, the present disclosure provides a customer operation system. Figure 5 Schematic diagram of a customer operation system shown in an embodiment of the present disclosure. Figure 5 As shown, the customer operation system includes: The customer information management module is used to obtain the access request of the target business; determine whether there is any historical docking information for any business vendor and any business channel provider included in the target business; if there is any historical docking information, send the historical docking information and the current docking information of the target business to the business analysis and prediction module; A business analysis and prediction module, configured to determine a first recommended configuration template for the target business according to the current docking information and the historical docking information of the target business; and send the first recommended configuration template to an operation information management module; An operation information management module is used to connect to the target business through the first recommended configuration template.

[0125] Figure 6 It is a schematic diagram of a customer operation system workflow shown in an embodiment of the present disclosure.

[0126] according to Figure 6 As shown, first, the target business is accessed through the customer information management module; the customer information management module obtains the business vendors and business channel vendors included in the target business; determines whether the business vendor is an already connected business vendor; if the determination is yes, obtains the historical docking information of the business vendor; continues to determine whether the business channel vendor is a previously docked business channel vendor; if the determination is yes, obtains the historical docking information of the business channel vendor; comprehensively determines whether at least one historical docking information is obtained; if the determination is yes, transmits the historical docking information and the current docking information to the business analysis and prediction module; if the determination is no, transmits the current docking information to the operation information management module; After receiving the historical docking information and the current docking information, the business analysis and prediction module determines whether the business vendors included in the target business have provided services at least once; if it is determined to be yes, the configuration template and major events of the business vendors are obtained from the historical docking information; it continues to determine whether at least one cooperation has been completed with the business channel vendors included in the target business; if it is determined to be yes, the configuration template and major events of the business channel vendors are obtained from the historical docking information; it continues to determine whether the combination of the business vendors in the target business and any business channel vendors is consistent with the existing business; if it is determined to be yes, the price of the target business is evaluated to obtain the evaluation result; based on the evaluation result, it is determined whether to undertake the target business; if it agrees to undertake, and if it does not match, a first recommended configuration template is obtained through the configuration template, major events and current docking information, and the first recommended configuration template is transmitted to the operation information management module; if it cannot be undertaken, the reason for the failure to undertake is determined, and the reason for the failure to undertake is transmitted to the customer information management module; After receiving the first suggested configuration template transmitted by the business analysis and prediction module, the operation information management module connects to the target business through the first suggested configuration template; and when receiving the current connection information transmitted by the customer information management module, determines the second suggested configuration template, and connects to the target business through the second suggested configuration template; determines whether the connection to the target business is successful; if the connection is not successful, determines the reason for the failure of the connection and transmits it to the customer information management module; if the connection is successful, determines whether there are business vendors and / or business channel vendors without historical connection information in the target business; creates benchmark information for business vendors and / or business channel vendors without historical connection information; generates operation events according to the business connection situation, and transmits the operation time to the customer information management module; After receiving the reasons for rejection sent by the business analysis and prediction module, and the reasons for unsuccessful access, operation events and benchmark information sent by the operation information management module, the customer information management module generates or updates the corresponding historical docking information; The business analysis and prediction module analyzes and predicts the market data of business manufacturers based on the historical docking information managed by the customer information management module, and makes business judgments on business channel providers.

[0127] The present disclosure also provides an electronic device, referring to Figure 7 , Figure 7 is a schematic diagram of an electronic device shown in an embodiment of the present disclosure. Figure 7 As shown, the electronic device 700 includes: a memory 710 and a processor 720. The memory 710 and the processor 720 are connected via a bus communication. A computer program is stored in the memory 710. The computer program can be run on the processor 720 to implement the steps in the customer operation method disclosed in the embodiment of the present disclosure.

[0128] The embodiment of the present disclosure further provides a computer-readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, the steps in the customer operation method disclosed in the embodiment of the present disclosure are implemented.

[0129] The embodiment of the present disclosure also provides a computer program product, including a computer program, and when the computer program is executed by a processor, the steps in the customer operation method disclosed in the embodiment of the present disclosure are implemented.

[0130] The various embodiments in this specification are described in a progressive manner, and each embodiment focuses on the differences from other embodiments. The same or similar parts between the various embodiments can be referenced to each other.

[0131] It should be understood by those skilled in the art that the embodiments of the present disclosure may be provided as methods, devices or computer program products. Therefore, the embodiments of the present disclosure may take the form of a complete hardware embodiment, a complete software embodiment, or an embodiment combining software and hardware. Moreover, the embodiments of the present disclosure may take the form of a computer program product implemented on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0132] The embodiments of the present disclosure are described with reference to the flowcharts and / or block diagrams of the methods, apparatuses, electronic devices, and computer program products according to the embodiments of the present disclosure. It should be understood that each process and / or block in the flowchart and / or block diagram, as well as the combination of the processes and / or blocks in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing terminal device to generate a machine, so that the instructions executed by the processor of the computer or other programmable data processing terminal device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0133] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing terminal device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce a manufactured product including an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0134] These computer program instructions can also be loaded onto a computer or other programmable data processing terminal device so that a series of operating steps are executed on the computer or other programmable terminal device to produce a computer-implemented process, thereby providing instructions for executing on the computer or other programmable terminal device to implement the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0135] Although some embodiments of the present disclosure have been described, those skilled in the art may make additional changes and modifications to these embodiments once they have learned the basic creative concept. Therefore, the appended claims are intended to be interpreted as including the preferred embodiment and all changes and modifications that fall within the scope of the present disclosure.

[0136] The above is a detailed introduction to a customer operation method and system provided by the present disclosure. Specific examples are used in this article to illustrate the principles and implementation methods of the present disclosure. The description of the above embodiments is only used to help understand the method of the present disclosure and its core idea. At the same time, for those skilled in the art, according to the idea of ​​the present disclosure, there will be changes in the specific implementation methods and application scope. In summary, the content of this specification should not be understood as a limitation on the present disclosure.

Claims

1. A customer operation method, characterized in that: Applied to business analysis and prediction modules, including: Acquire historical docking information and current docking information of the target business, where the current docking information and the historical docking information are sent by the customer information management module, and the historical docking information includes historical docking information of the business vendor and / or historical docking information of the business channel provider; Determining a first recommended configuration template for the target service according to the current docking information and the historical docking information of the target service; The first suggested configuration template is sent to the operation information management module, so that the operation information management module connects to the target business through the first suggested configuration template.

2. The method according to claim 1, characterized in that Determining a first recommended configuration template for the target service according to the current docking information and the historical docking information of the target service includes: Determine the configuration templates and the major events respectively included in the historical connection information, wherein the major events represent the operation events in the customer operation process; A first recommended configuration template for the target business is determined through each of the configuration templates, each of the major events and the current connection information.

3. The method according to claim 1, characterized in that Also includes: Determine whether the combination of the business vendors in the target business and any business channel vendors of the target business is consistent with the existing business that has been successfully connected; In the case of a match, a price evaluation is performed on the target business to obtain an evaluation result; Determine whether to undertake the target business according to the evaluation results; In case of refusal to undertake the target business, record the reason for refusal; Transmitting the reason for the refusal to the customer information management module so that the customer information management module updates the historical configuration information of the business channel providers of each business vendor; Determining a first recommended configuration template for the target service according to the current docking information and the historical docking information of the target service includes: In the case of agreeing to undertake the target business, determining a first recommended configuration template for the target business according to the current docking information and the historical docking information of the target business; or, In case of mismatch, a first recommended configuration template for the target service is determined according to the current docking information and the historical docking information of the target service.

4. The method according to any one of claims 1 to 3, characterized in that: Also includes: The historical connection information of each business vendor and each business channel provider managed by the customer information management module; Make market forecasts based on historical docking information to determine the business stability of each business manufacturer and each business channel provider.

5. A customer operation method, characterized in that: Applied to the operation information management module, including: Receive a first suggested configuration template sent by the business analysis and prediction module for the target business; The target service is connected through the first recommended configuration template.

6. The method according to claim 5, characterized in that Also includes: Acquire current docking information of the target service, where the current docking information is sent by the service analysis and prediction module when there is no historical docking information of the target service; Determining a second recommended configuration template for the target service according to the current connection information; The target service is connected through the second recommended configuration template.

7. The method according to claim 6, characterized in that Identifying business vendors and business channel vendors as business customers also includes: Determine whether the target service is successfully accessed through the configuration template, where the configuration template is the first recommended configuration template or the second recommended configuration template; In the case of unsuccessful access, the reason for the unsuccessful access is recorded; the reason for the unsuccessful access is transmitted to the customer information management module so that the customer information management module updates the historical configuration information of each service customer; In case of successful access, a first business customer with historical configuration information and a second business customer without historical configuration information in the target business are determined; business benchmark information of the second business customer is established according to the access status of the target business, and operational events of the first business customer and the second business customer are recorded through the corresponding external platform interface according to the access status of the target business; the operational events and the benchmark information are transmitted to the customer information management module so that the customer information management module updates the historical configuration information of each business customer.

8. A customer operation method, characterized in that: Applied to the customer information management module, including: Obtaining an access request for a target service; Determine whether there is historical connection information for any business vendor and any business channel provider included in the target business; When historical docking information exists, the historical docking information and the current docking information of the target business are sent to the business analysis and prediction module; so that the business analysis and prediction module determines the first recommended configuration template of the target business based on the current docking information and the historical docking information of the target business.

9. The method according to claim 8, characterized in that Also includes: Receive the reason for rejection sent by the business analysis and prediction module; Receive the reasons for unsuccessful access, operation events and benchmark information sent by the operation information management module; According to the reason for refusing to undertake, the reason for unsuccessful access, the operation event and the benchmark information, the historical connection information of the corresponding business vendors and business channel providers is updated.

10. A customer operation system, characterized in that: include: The customer information management module is used to obtain the access request of the target business; determine whether there is any historical docking information for any business vendor and any business channel provider included in the target business; if there is any historical docking information, send the historical docking information and the current docking information of the target business to the business analysis and prediction module; A business analysis and prediction module, used to determine a first recommended configuration template for the target business according to the current docking information and the historical docking information of the target business; Sending the first suggested configuration template to the operation information management module; An operation information management module is used to connect to the target business through the first recommended configuration template.

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