Research On The Customer Relationship Management Of China Mobile Intelligent Network

The mobile telecom carriers have seen a more and more fierce competition recent years, and these carriers have tried many methods to keep and Capture the users, especially to those low end Intelligent network users who are sensitive to the telecom price. Alhough there is still a rising pace in the total customers market, the increase is not from the creation market, but even from the net transformation in the same company. Realizing this problem, mobile telecom carriers have come to know the importance of the Customer Relationship Management CRM, and only through total implementation of Customer Relationship Management, the mobile telecom carriers can really make that there are more and more customers, less and less cost and increase income as well.This paper gives a brief analysis of Customer Relationship Management, and also shows us what the Customer Relationship Management situation of Intelligence network of one branch of china mobile is, and then analyses the feature of the Dazhongka and Shenzhouxing, and tries to find the reason why the customers leave or transfer from the network. At last, this paper uses the theories of the Customer Life Cycle and Customer Value etc. to figure out some different Strategies to keep Customer Relationship, and tries to give some advice to the marketing staff of the mobile telecom carriers.