China Mobile Call Center Customer Relationship Management

This paper studies 3G era telecommunications restructuring under the background of China mobile call center customer relationship management.Analyzes the domestic and international communication mobile field, and the characteristic of China mobile operating situation, the paper analyzes the strategic importance of CRM. Combined with China mobile call center realities, and applied the relationship marketing, brand marketing and service marketing theory, corresponding strategy plan, for China mobile call center of customer relationship management present new proposals.Telecommunications restructuring, telecom industry appeared China mobile, China unicom, China telecom group three excllent situation, in order to obtain competitive market gains. China mobile's mobile business accounted for more than half of the market share in China, the mobile communication field plays a leading role. In order to further improve efficiency, pursue maximum profit the customer relationship management, this paper introduced call center management. Call center is China mobile's window, directly facing the customer, customer management effect is remarkable. So customer relationship management in the call center applications have far-reaching significance.This article through China mobile operating situation and face competition for analysis, combining theory puts forward improving China mobile call center management of various measures. Not only enhance the customer satisfaction, reflected the customer value, also enables business process optimization to improve enterprise benefit. Enterprise successful applications of customer relationship management, ability in talents, capital, technology application has the advantage, can make the enterprise profit.