China Mobile's Analysis And Research About Customer Churn Management In 3G Era

This paper focuses on the analysis and research about China Mobile's customer churn management of in 3G era. By analyzing China Mobile' the present condition of customer churn management and study much theories, put forward a targeted strategy, hope to help China Mobile to find the new method to manage the loss of customer.Today's Chinese telecom enterprises face an increasingly open market environment and fierce market competition, and customers will be more and more important. It becomes the fundamental problem how to maintain good relations with customers.Analyzing the domestic and foreign customer churn management and using some marketing knowledge, this paper points out the existing problems about customer churn management of China Mobile and make perfect marketing strategy through the establishment of information systems. Then we study some theory, such as: customer relationship management theory, market segmentation theory, the custom's value theory, and use SWOT analysis, five of the analysis, and other means. At last, we find the core competitiveness and the key competitive factor,. At the same times, we point out a series of new strategy about customer churn management in 3G era.