Based On Customer Values Research Of Communication Customer Segmentation And Service Strategies

As the market increasingly competitive, the service became a source of competitive advantage. Communications market is no exception, in the trend of product homogeneity, the communications company cited improved customer service and business development as the source of life. Based on Universal service, put the limited resources into high-value customers, get the huge profits, is an important factor in competitive advantage. Strengthen high-value customer services and enhance low-value customers, improve customer service management system imperative has great significance.Therefore, access to relevant research in the review article, based on careful study of the customer service, customer segmentation and customer value and other related theories, on the current telecommunications operators adopt a customer value analysis and the customer classification criteria for a summary. Combined with the current status and development of communication problems and customer characteristics of communications companies to design more scientific and more effective customer value evaluation index system, using chromatographic analysis, to determine the weights, the fuzzy integrated evaluation analysis methods, evaluation of customer value。We divide into four categories the value of customer, time value of customers, potential customers and the value of low-value customers. We use retention tactics and frequent of customer marketing strategy to the times value of customer, the potential value of customer intimate strategy with customers and regular customer analysis, low-value customers a "resolutely cut" or "strong reservations" of the service strategy. And on this basis the customer segments, presented for different values of customer service strategies different.Finally, there is a case to analyze, through the design of the questionnaire, to obtain first-hand information, through customer value analysis and evaluation, we segments customers. We conclude thatⅠbelong to category A client customers, the value of customers; B customers areⅡclass of customers, is the time value of customers; C customers areⅢclass of customers, is the potential value of the customer; D customers areⅣclass of customers, is a low-value customers. Therefore, the specific business process must be optimized allocation of resources, according to the value of the size distribution of enterprise resources, retain high value customers and potential customers to enhance the value of long-term value maximizing corporate purposes. We propose measures for customer service management, the overall implementation of customer service management strategy, and establishing customer-centric service culture and improve the enterprise customer service training, so as to guide the operator to serve our customers better.