Beijing Unicom Vip Customer Marketing Management Support System Design And Application

At present, the competition of telecommunications industry has been converted from original simple price competition to comprehensive competition that adds brand and service. Now the service level is becoming one of the core competitive capacities of enterprises. Especially with the development of technology and the development of the market, to lower price of a product is inevitable and limited, but there isn’t a limit to improve the quality of service.Today, service becomes a hard nut to crack for Chinaunicom. There is still some room for the intrinsic procedure and administrative measures of enterprises service to raise. The original service system cannot satisfies development of Chinaunicom, it becomes an important factor that blocks progress of enterprises. To heighten loyalty of customer is strategic value of service. At the present stage, homogeneous competition brings tremendous to telecom market pressure, we need to attach importance to loyalty of customer and gain value by attraction and retention from promotion of customer relationship imminently. This is an important mark to test whether an enterprise is mature and an indispensable substance of the core competitive capacity for a telecommunication enterprise also. So, to build a whole new customer service management system becomes an important question to solve imminently.Based on loyalty of customer, this paper project building loyalty level principle and measures for telecom customer. Through understanding current situation of VIP customs in Chinaunicom, we analyze the necessity to build a new customer service management system, project guide by scientific outlook on development, put systematization and structuring into essential factors of service. In order to stabilize improve service levels, build long-term service competitive advantage, the new customer service management system must take the customer as the center, take service process as the main line.For the sake of convenient VIP customer maintain and management to VIP manger and director, the advantages of this system consist of clear interface, straightforward manipulation and abundant information. In addition, the early warning of telephone charges and the change of communication service, that are closely related things for customer perception, are revealed by this system. There are five modules—customer management, club management, mission management, home page management and early warning management. To base on the work requirement and maintain purpose of system, this thesis introduces operation project, interface. the method of VIP customer service analysis and majorization, for every modules, they are useful to promote degree of satisfaction of the high-end customer and establish a premium brand and build up a first-class company image。...