联通省级客户管理（大客户部分）系统需求说明书Ver1.0（征求意见稿）中国联合通信有限公司2004年4月---本文来源于网络，仅供参考，勿照抄，如有侵权请联系删除---目录一．概述..........................................................................................................................................11.引言......................................................................................................................................12.近期目标..............................................................................................................................23.编制目的..............................................................................................................................34.适用范围..............................................................................................................................35.文档编制..............................................................................................................................36.需求解释..............................................................................................................................37.编制依据及参考资料.........................................................................................................3二．客户服务支撑需求.................................................................................................................51.客服渠道..............................................................................................................................52.客服需求..............................................................................................................................5三．俱乐部管理及服务支撑需求................................................................................................61.俱乐部基本信息管理.........................................................................................................62.俱乐部会员管理.................................................................................................................62.1会员基本资料管理.........................................................................................................62.2会员个性化资料管理....................................................................................................62.3会员级别管理.................................................................................................................72.3.1会员级别定义维护................................................................................................................72.3.2会员级别规则管理................................................................................................................72.3.3会员资格审核.........................................................................................................................72.3.4会员升降级处理....................................................................................................................72.3.5会员级别修改.........................................................................................................................82.4会员年检.........................................................................................................................82.5欠费催欠管理............................................................