Yan'an Unicom Customer Loyalty Research

China's mobile communications industry through a series of reforms and restructuring,formed China Telecom,China Unicom and China Mobile,"Three Kingdoms"situation。However,vicious competition of price adjustment to obtain customers does not increase their income,the problem of customer loss are getting worse。Therefore, the measures of preventing the mobile customer to reduce customer loss is three operators urgent problem。In order to resolve Yan'an China Unicom problems of customers loss,this paper through telephone investigation on the loss customer,analysis the internal and external causes of customer loss。on this basis,Yan'an branch should be based on the theory of customer life cycle and the actual of Yan'an China Unicom customer to maintain mobile customer。The characteristics of each stage, respectively, from marketing,service, management and technical support to develop to maintain measures in four areas。Finally from the customer to maintain the organization,regulations and so on Yan'an China Unicom customers to maintain support system are briefly explained。...