Effective Research Of Major Client Service Management For Communication Enterprises

Service is the foundation of existence and development of communication enterprises. The goal that telecommunication enterprises try to achieve is to deepen the service, extend the scope of service and innovate the model of service in increasingly fierce competition of the market and service, satisfy the needs of clients, achieve the first service level of international enterprises, and build major client service brands.Major client service and management is the product of China telecommunication industry's development and reform, and the chief concern of managers of each telecom enterprises under the conditions of increasing intense competition among national telecom operators and telecom giants abroad waiting for chances to enter the national telecom markets. Not only can major clients of telecom enterprises bring the great economic benefit, but their behavior can also be modeled, therefore, operators compete fiercely for those valuable clients.The article begins with the current situations of major client service management of China Netcom Telecom Beijing Branch, compares the major client service management of the four national telecom operators, analyzes the major client service management features of each operator in combination with characteristics of telecom enterprises, employs service operation precision management theories of service innovation, service contact and Six Sigma, explore the reform and innovation of Netcom's major client management methods and systems, in order to increase the effectiveness of Netcom major client service management and for enterprises to gain more benefit.