Requirment Analysis And System Construction For The Customer Relationship Management(CRM) System Of Neimenggu Mobile.

As the openness of the telecommunication industry becomes much wider, it has been a widely discussed topic on how to compete among telecommunication enterprises. According to the trend and deployment of the CRM worldwide, CRM has been proved to be an important way to increase the competition of China telecommunication enterprises.As a national-owned giant enterprise, Neimenggu Mobile communication Co., Ltd has achieved distinguished contributions for supporting local economy and serving customers. However, compared with other telecommunication carrier, Neimenggu Mobile is concerned with emergent issues of CRM.In the article, the concept and type of CRM are first introduced after the opportunity and challenge Neimenggu Mobile faces are identified. Then the author evaluates current CRM system and describes the importance and key point to take the project into action based on the analysis of the fundamental circumstance of Neimenggu Mobile, the organization function of VIP customer department and current CRM issues exist.Regarding the above issues, after deep investigation of multiple areas, the author designs the service requirement, considering actual operation of Meimenggu Mobile. While taking into account the selection of target customer, management of files, service management, business management, management of customer manager, and statistics analysis, the author completes the detailed requirement analysis for the Neimenggu Mobile CRM system and summits feasible resolution for system construction. It shows step by step the whole view of the CRM system covering general case management and specific case analysis, as well as low-level employee...