A Research On Arrearage Management Of Hunan Mobile

In3G era, the competition among the operators is much fiercer; the constantincome is increasing, while customer arrearage and bad debt problems are worsening.Arrearage and bad debts are caused by the social environment, customers and thecompany’s management. Price continuing decline, communication marketincreasingly saturated, and instant communication tools, such as QQ are very popularwith the young, operators in the future are difficult to give the past-ten-year highspeed development. At the same time operators in the future need to spend moremoney on the construction of new technology and network, but the investment can’tbring profits in the short term, operators must pay more attention to internalmanagement, reducing the customer arrearage in the enterprise is one of the bestways to reduce cost. For the customer, credit management, as an important aspect ofcustomer relationship management, will improve customer’s satisfaction and loyalty.This article first analyzes the Hunan Mobile customers’ arrearage situation, thereason why customers choose to owe money to companies, and then puts forwardarrearage management solution. In this article, we will put credit management theoryand the customer life cycle theory into Hunan Mobile management process, fromcredit scheme formulation, credit evaluation, examination and approval, creditanalysis and adjustment, real-time billing&putting out the bill to arrearage collection,discussing the method of Hunan Mobile credit management construction. Finally, byestablishing credit management organization, improving the credit managementperformance evaluation system, designing the credit management support system andhelping to build social credit system to guarantee the implementation of customercredit management application effect. This paper also involves setting upcommunication enterprise credit management model, customer value model, creditpolicies. What we have done can provide guidance for Hunan Mobile creditmanagement.