The Research About Application Of CRM In X Company Of China Telecom

China telecom industry now are facing a series of changes caused from the business circumstances and the market composition. Under this new situation, they must pay attention to develop their core competence. CRM of customer as the center is suitable for China telecom industry. Only through CRM the companies know the customers' needs and supply the satisfactory products/service. Thus, the companies can exist and develop well. So, using CRM to rebuild their managerial mode is a necessity trend for china telecom industry to develop their information management.This thesis is in line with the method of proposing the problem, analyzing the problem, and solving the problem. First this thesis summarized the research background, and set out from the basic theories of customer relation management, elaborate the definition and basic content of CRM, principle of CRM, the functions of CRM. We analyze the current situation about application of CRM in Communication industry through peruse correlative papers, so we testify the validity of using CRM in Telecom companies. Then take the X company of China Telecom as research object to discuss it's Customer Relationship Management. We analyze the competition condition and management current situation of X company of China Telecom . We put forward holistic scheme of CRM combining the practice of X company of China Telecom. We discuss CRM construction background, present condition of system, target structure and CRM implements. In the end. Discussed the CRM to carry out the evaluation and experience. At the basis of holistic scheme, we analyze the material tactic. The research can help us master the dynamic information and consumption habit of customer, so we can effectively improve X company of China telecom's competition capacity.By analyzing some detailed problems for implementing the CRM system in X company of China Telecom, this thesis aims to give some valuable suggestions to the similar telecommunication enterprises in China who plan to implement CRM systems.