Jilin Telecom's Customer Delivered Value Analysis Of Government And Enterprises

After the reorganization, Jilin communications market presents the three pillars of the competitive situation, which, Jilin telecommunications at a competitive disadvantage, and its users to small-scale, market share low. Although China Telecom in the domestic and international markets, all belong to very large enterprises, but in Jilin Province, Jilin Telecom is the latest communications market operators, a new business, how to stand firm on the competitive market, and lay a solid foundation for long-term development is the primary task of Jilin Telecom.On how to solve the healthy development of enterprises, how to gain a competitive advantage, western scholars on the basis of summing up the practice has done a lot of theoretical research and put forward many specific management ideas and management methods, such as quality management, value chain management, customer satisfaction and so on, but if we really want a business to establish an effective competitive advantage, build enterprise's core competitiveness, it is necessary to provide a better customer value than the competition. This will inevitably require customers to provide more customer delivered value, so that government-enterprise customer satisfaction Jilin Telecom.In the early communications market competition, the more common means of competition is lower prices, which of course is due to the communication operation 's product less the same, homogenization of serious. another very important reason is the communication operation of the attention focused on the competitor who, rather than focusing on how to provide customers with more value, firms to get enough market share in order to obtain enough of the profits. However, as market competition intensified, so that customers are willing to buy is not very easy, and customers are increasingly rational, and only by standing the perspectives of clients, fully understand their needs, the use of cost-effective products and services to participate in the competition years, the business to get customers in order to earn a profit. Only allow customers to feel they got enough of the delivered value, customer satisfaction and be able to buy.the operator has more and more awareness of telecommunications market and customer needs , operators have put forward based on the client's competitive strategy, China Telecom is committed to integrated information service provider in transition, in this case, we will let customers Watanabe value analysis, Philip. Kotler said the customer delivered value is the total customer value and total customer cost of the difference ,the total customer value refers to the customer purchases a certain kind of products and services, expect to get a group of interests, including product value, service value, staff value and image value, the total customer cost is the customer purchases a product consumed by the costs, including the cost of money, time cost, energy cost, physical cost.Customer Delivered Value formula is:Customer Delivered Value = Total customer value - the total costp. Of which:Total Customer Value = product value + service value + staff value + image value .Total Customer Cost = the cost of money + time cost + cost + physical cost.Jilin Telecom restructuring of the Ministry of Government-Enterprise customers, his main task is to work for the government-enterprise customer base for marketing, for the government-enterprise customers with the right products and industry applications, how to obtain government-enterprise customers, at the receiving mobile business later, how to sell fixed and mobile combination of products. How can Jilin Telecom's government-enterprises customers more satisfied, are Jilin Telecom to resolve the issue. In these respects, Jilin Telecom to conduct enough investigation and analysis, in order to draw scientific conclusions, to support the next phase of work. Authors want to use qualitative analysis, stressing customer delivered value constitutes a major factor in determining out for more in-depth follow-up study. Authors chose the 15 samples of customers, customer needs in-depth investigation and exploration, through depth interviews, access to a large number of first-hand information on customer expectations and needs are classified, the access to the composition of Customer Delivered Value The main factors. government-enterprises customers's total customer value comprise the following four values:Product value: stability, security, the level of coverage, product type, package. Service Value: Enterprise of civilization, consulting services, complaints service, failures service.Staff value: the degree of civilization, business ability, resilience, work efficiency.Image value: brand influence, brand sense of belonging, brand social interests, the brand of psychological interest.Government-Enterprise customers's total customer cost structure is as follows:Currency cost: tariff type, tariff standards, tariff transparency. time cost: the time cost of gathering information, processing operations and time.Energy cost: convenience, processing fluency.Physical cost: physical exertion.In the next phase of work, Jilin Telecom focus on these factors should be analyzed and improved in line with customer delivered value to establish the theory of operation system. By product value, service value, staff value and image value of the main factors to improve, to achieve the purpose of enhancing the total customer value. Customers to purchase products by reducing the cost of money took place, time cost, energy cost, physical cost, to achieve lower total cost. In these two aspects of the work achieved to maximize Customer Delivered Value and enable enterprises gain competitive advantage.