论文部分内容阅读
引言随着中国电信竞争格局的改变和通信技术的飞速发展,中国电信业的市场环境发生了根本性的变化,加入WTO后,国内电信运营商又将面对一个全新的、国际国内全方位的市场竞争环境。电信运营商意识到在竞争越来越激烈的商业时代,资源占有成为企业生死成败的关键,客户才是企业生存和发展的根基。而如何改善客户服务,增强客户的满意度和忠诚度,提升客户价值来扩大自身的收入和利润是电信企业面临解决的重要难题。在这种背景下,基于先进信息技术的现代管理科学理念一客户关系管理(CRM,Customer Relationship Management)受到国内各电信运营商的青睐。在客户关系方面,电信企业总希望与客户建立最稳固的关系,提升自己的核心竞争力来保持并发展自己市场
Introduction With the change of China Telecom’s competitive landscape and the rapid development of communication technology, the market environment of China’s telecom industry has undergone fundamental changes. After China’s accession to the WTO, the domestic telecom operators will face a new and comprehensive domestic and international Market competition environment. Telecom operators realize that in the increasingly competitive business era, resource possession has become the key to the success or failure of an enterprise. Customer is the basis for the survival and development of an enterprise. How to improve customer service, enhance customer satisfaction and loyalty, and enhance customer value to expand their own revenue and profits are telecom enterprises are facing an important problem to be solved. Against this background, the concept of modern management science based on advanced information technology, Customer Relationship Management (CRM), is favored by domestic telecom operators. In the area of customer relations, telecom companies always want to establish the most stable relationship with their customers and enhance their core competitiveness to maintain and develop their own markets