Reach For Group Customer Retention Strategies Of Hebei Communication Company

With the fast Growth of communication market and fierce competition among mobile telecommunication service providers, the traditional communication market strategymotivated by "technology and targeted for product sales" is gradually replaced by "oneof customer oriented and meeting the customer’s needs".With the customer resources becoming the competence hot, development of the market gradually postponed, mobile telecom service provider realizethe importance of the stock market, and start to adopt measures to ensure the stocked users in thenetwork, and gradually raise the level of consumer users.Based on Hebei Communication Company, this paperuses internal interview combined with sampling questions to analyze its current problem of customer defection happening to Hebei CommunicationCompany. Based on the environment of communications industry to analyze, the author maintains that group customer relationship is inevitably drawn by the fierce competition of mobile operators market. To solve the above problem, the authors based on the actual situation of Hebei Mobile Group analysis of the impact of customer retention of four factors:the customer delivered value, customer satisfaction, customer trust and switching costs, while introducing a dynamic model of customer retention group, reveals the dynamic Group’s customers to maintain the four factors in changes throughout the life cycle characteristics and interactions inside the relationship.In order to solve the problems while are mentionedabove, this paper presents toapply customerretention strategy which is the focus of customer relation management and proposal forHebei MobileCompany that the significant meaning of customer retention to a company, that the key factors affecting, customer defection must bepaid muchattention to, and price strategies should be elastic applied to bolter customerdelivered value, and it should addthe customer transferring cost as to try to add customer satisfaction and gradually get the customer loyalty.With these strategies Hebei MobileCompany can easilynot only enlarge the tradevolume of customers but alsoincrease customer retention with efficientcustomer relationship.