China Mobile In The Context Of The Whole Business In The High-end User Maintenance Support System

The maintenance of high-end customers is one of the most important and most representative project in customer relationship management. Because there aren more fierce competitions among communicationoperators, the maintenance of high-end customers is essential for enhancing business efficiency. In traditional customer relationship management model, the scattered strength, poor coordination and low customer retention are common phenomenen. How to use modern information technology to improve management efficiency and to mine maintenance efficacy becomes an important research topic.The purpose of this thesis is to explore a proper high-end customer care information system, whici will fit to local communications market competition. By the in-depth analysis of the existing status in the high-end customer maintenance status , we will build a more comprehensive system framework. The main contents are as follows:1) Data collection to meet the application requirements, and have some expandability. Wide user interaction channels, much more data sources, complex requirements, frequent changes are base requirements of the support system for telecommunications industry. Our system must meet these requirements.2) Explore various data analysis models, to achieve the deep mining of the various data. Meticulous care and personalized service in the maintenance of high-end customers need a more stringent background requirements of information.3) Enhance the high-end customer sales and service capabilities, reduce customer churn. With the unified management by our system, we can efficiently schedule the resources of the marketing and service, and finally to enhance customer satisfaction.4) Come out with the local characteristics of a high-end customer care system, and clear of all units and staff functions in the maintenance of the system partition and the collaborative model.5) Summarize the local customer relationship management system framework. Explore point-to-point applications of service and marketing support in the maintenance of high-end customers. 6) Establishing an assessment method for the maintenance of high-end customers. By the sound performance monitoring system, we will achieve high performance from totals to details, to attain the target of the services and marketing.