Strategy Research Of Beijing Mobile Customer Oriented Service

ChapterⅠis the introduction part. It mainly introduces the background and significance of the research;the analysis of the current status of mobile operators both home and abroad;and the research methods and innovation points.ChapterⅡis regarding the research on company competition strategy. It analyzes the company resources, competition advantage, core competence, customers,etc.And it explains the significant role of "customer-centered" company strategy. This chapter lays the theoretical foundations for the whole article.ChapterⅢdesigns the "customer-oriented" service system and proposes the target and expected effect of establishing such kind of service system. These points are emphasized through customer identification, customer communication, operation synergy, operation support, stream of consciousness, indicators flow, information flow, and workflow.Chapter IV elaborates the implementation of the "customer-oriented" service system based on the integration of service resources and integration of supporting system.In order to realize the"four in one" channel collaboration and ensure the competitive advantage for customer service, this chapter also explains the four major service methods for VIP customers:customer manager (Corporation/Individual), hotline, service hall,and online business service.