Study Of The Market Research Strategy In Group Customer's Service Management

At this stage, China Telecom Group, is the hot competition in the market and focus groups, development and stability of the operator is the most important task. At the same time, fierce competition in the market so that customers on a personalized service the needs and expectations of higher, only knowledge of the group's customer needs, and to provide targeted services to attract and retain customers.Based on China Fujian Mobile Communications Group limited liability company (Fujian Mobile) Group customer service model background, on the Fujian Mobile Group customer service management strategy in the research process. Fujian Mobile customers in the management strategy course of the study, the authors combine practical work experience, the Group found that customer service management needs to focus on resolving the three main issues: 1) Who is the management of (managed object)? 2) how to carry out management (management)? 3) to what extent the (Management Standards)? Put on the Hierarchical Management Group clients the main ideas: The first is through the assessment of the value of the Group, will be graded, the object of management focus. Secondly, the value of different customer groups and treat them differently, different value of the Group, to set up an enterprise core resources associated with the core customer. Finally, customers around the development and stability of the two groups of different levels determine latitude customer focus. Hierarchical Management Group, the main goal is to change marketing services group, "passive" to "active", and stressed that Fine and effectiveness of resource management. This paper seeks to integrate theory with practice, would like to enterprise groups in China's mobile phone customer service reference and the work of reference.