The Research On The Sales Service For Enterprise Customers Of China Mobile Group Tianjin Co.,Ltd

Mobile industry in China has developed more than 10years, and the number of its customer is growth very rapidly ,from few users to nearly 400 million. The mobile phone penetration rate reached 30.8 percent, and gradually rising. Today china has become the largest world mobile communications market.China's telecommunications industry after separating government from enterprises, e-business, enterprise restructuring and open competition, and so on . after many years of changes, the mobile communications in China gradually formed duopoly structure. China Mobile is the first enterprise to provide mobile communication services, most of the key customers is in the hands of China Mobile. According to "2\8" principle, 80 percent of the profits is from 20 percent of the key customers'contribution. when face the next competition, in order to maintain the steady growth of enterprise performance, maintain and develop the relationship with the key customer has become top priority.China Mobile which face the fierce market competition environment, this paper proceed from reality. The first, it study the market environment of China Mobile communication, further pointed out that mobile communications operator and market competition status, the associated services marketing theory, in-depth study of the Tianjin mobile key customers ( Here the key customers can refer to the members of not less than 10 people, ARPU value of not less than RMB 300 yuan per month corporate customers) in the maintenance of such a relationship marketing situation facing the opportunities and challenges; Finally, the author described the Tianjin mobile customers Maintenance services between the internal and external basis of recommendations and strategies.The full text is divided into six chapters, Introduction to the first chapter, Chapter II of China's mobile telecommunications market operating environment of the third chapter of the Service Marketing Theory and its practical application, the fourth chapter of Tianjin Mobile customers can maintain the relations between the SWOT analysis, Chapter V Tianjin Mobile Maintenance and development of services between the customer base and organizational building, Chapter VI of Tianjin Mobile Group increased customer service relations strategy.In this paper, based on the characteristics of the Group customer service, marketing services relationship with the theory of research, coupled with my years of experience in mobile communications practice writing from. At the same time , in this paper used the theory and practice, qualitative and quantitative, integration of multi-angle, all-round comparison research methods.