“中国呼叫中心十年”产业发展杰出成就奖：张云

客户世界|CNCCA |2007-09-21

张云：网易客服中心总监

获奖介绍：

毕业于亚洲顶尖商学院－新加坡国立大学商学院，商学硕士，并获得金牌毕业生之最高荣誉。其论文《互联网时代的服务营销》以全新的角度探讨了现今客户服工作的核心价值及管理方向，并获优秀论文铜奖。

现任网易（Nasdaq：NTES）客户服务总监。她在客服运营管理方面有多年经验，组织设计了企业CRM系统、知识管理系统、自动化服务系统，这在为企业产品发展创造价值的同时，解决了服务行业高流动率导致的企业经验流失的难题，同时大大降低运营成本。

她一直在行业中倡导客服在企业中价值中心，知识管理中心和服务营销中心的理念，提升了全行业对客服中心重要战略作用的认知和实践。同时，她基于多年的实战经验，总结的服务部门与企业战略匹配的服务微笑曲线，对服务行业的管理者有很高的的参考价值。

Brief Introduction of the Winning Units:

Ms. Zhang Yun was graduated from the world-renowned National University of School (NUS) with a Master degree in Business and Administration. She was the winner of the Gold Medal, the highest honor of the school. Ms. Zhang’s dissertation, Service Marketing in Internet Era, unfolds a new view on the fundamental value of customer service and it’s management direction.  The dissertation was awarded the Bronze Award of NUS.

At present, Ms. Zhang is the Director of Customer Service of NetEase Inc. (Nasdaq:NTES). She organized and built the CRM system, knowledge management system, and service automation system for the enterprise. While creating value for service related product development, these systems solved the problem of enterprise knowledge drainage as a result of high employee turnover. Ms. Zhang’s philosophy has proven by significant decrease in operation cost.

Rather than being mere resource consuming, Ms. Zhang’s believes that CS is a value-adding function of an enterprise, and that CS is the core of knowledge management and sales and marketing functioning. Such belief has lifted the industry’s awareness of the strategic value of customer service centers. Based on her broad management vision and years of practical experience, Ms. Zhang has put customer service department and enterprise strategy in synchrony. Such has posted a very good reference to the customer service industry.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2007年9月

责编：admin

转载请注明来源：“中国呼叫中心十年”产业发展杰出成就奖：张云

本文链接地址：http://www.ccmw.net/article/18995.html