The Improvement Of The Group Customer Response Services Management System Of Jilin Province Unicom Company

With the telecommunication industry restructured in May of year 2008, there are three main telecommunication operators in China: China Telecom, China Unicom and China Mobile. Since then these three operators have been competing heavily in converged services, especially in Group Customers Service. For the operators, the group customers, which take strategic value and are the key source of the profit of these operators, are so important that the operators take them as the first strategic contended focus.How to take on the effective management for the group customers, how to realize the depth value of our group customers, to occupy the biggest group customer market share, are the focus of Jilin Unicom Company. To make sure what our group customers really needs, to analysis the market environment of our group customers are the urgent topics that Jilin Unicom Company needs to break through.Jilin Unicom Company needs to take the improvement of Group Customer Response Services Management System as a strategic development task. Based on existing resources, Jilin Unicom Company should tap the advantages of its vast and potential customer market; and based on the existing "pre-in-after sale" support system for group customers, Jilin Unicom Company should establish service & support system of facing group customer, and to reform the Group Customer Response and Support System from omni-directional.The Improvement of the Group Customer Response Services Management System of JiLin Province Unicom Company concentrate efforts on constructing the "pre-in-after sale" services management system that could practically take customer as the center. The targets of the improvement of the Group Customer Response Services Management System of Jilin Unicom Company are as following:l)ln order to improve the customer satisfaction and their loyalty by constructing the support system that faces the group customer.2)To effectively provide network applications and new types of business for our customers.3)To adapt differentiation strategy so as to ensure the specific services to our customers, and provide whole process management of the products or services for, group customers.4)To improve the End-to-End maintenance for our customers, and to promote the operating efficiency and reduce operating costs.There are five chapters in this paper, and the main contents are as following: Chapter 1 is the prologue, it dwells on the worth of the topic, the research situation, the frame of the treatise.In chapter 2, this paper takes an analysis of requirements of Jilin Unicom group customers.This paper takes an analysis of the Group Customer Response & Service System of Jilin Unicom Company in chapter 3, from which we can find the problems that are urgently necessary needed to be solved.In chapter 4, this paper introduces several measures to improve the group customers support system of Jilin Unicom company.In the last chapter, this paper draw a conclusion and point out the way of further research.