The Implementation And Development Of CRM System Of Telecom Operations

With the development of global technology and economy, the competition is becoming fierce among telecommunication industries. To improve the competence, the operation of telecom groups must be customer-oriented. Accordingly, the management of them must be around customer relationships. Upon that, telecom needs information technology to support customer relationship management (CRM), because a successful system of CRM is a help to keeping customers.Based on the current situation, telecom groups could offer customers businesses and services perfectly through CRM system. In this way, they could accomplish the purposes that are enhancement in service level, rapid response for the change of market, and keeping customers. Thus, the main research is how developing telecom CRM system with Siebel CRM. Then, according to the CRM project on China Telecom XX province, analyzed, designed and finished Product/Pricing Management module in CRM. The meaning is to bring out the development method and process of telecom CRM system.First of all, researched the current situation of telecom information systems and the shortages of them, and found one of the cores of rebuilding is CRM system. The telecom CRM system combines some channels and lots of modules, it contains businesses and functions about lifecycle of customers and partners such as marketing, capturing and holding customer, customer service and so on.Next, based on the CRM project on China Telecom XX province, introduced the development of whole CRM system with Siebel CRM. More researched the product entity of telecom, confirmed its foundational station in CRM system. The product entity must be added between customer and business entities, so that ensure that information is shared effectively and marketing is...