Research On Customer Relationship Management Of Wenzhou Telecom

The telecommunication market in China experienced a series of major changes, the Xianxing become to China Telecom, China Unicom, China Mobile Communications, headed by three full-service carriers. For China Telecom, the sole from the original fixed-line monopoly to competition after the split, and to today’s full-service competition, effectively changing the market and feel the competition. Customers as a major communications operator main focus of competition is the major telecommunications operators in the market, the key to victory. For China Telecom, how the customers of its huge resources, and tap the potential customer needs, enhance customer loyalty and retention, continue to contribute value to customers, therefore improving the overall profitability of the business is to focus on resolving its current problem. In this paper, Wenzhou Branch of China Telecom (system reform, always use the name of Wenzhou Telecom Wenzhou Branch of China Telecom, hereinafter referred to Wenzhou Telecom), for example, customer relationship management status of their research.This study is divided into five parts, the first analysis of the research background and significance of this paper summarizes and describes the domestic and international research on the theory of customer relationship management, and the research contents and methods were introduced. Expand the whole thesis is to lay the theoretical basis. The second part of the customer relationship management theory to evolve. Including the theory of relationship marketing, customer relationship management theory and account management theory. And as a theoretical foundation, in later part of the research and analysis of Wenzhou Telecom’s customer relationship management status and problems. The third part of Wenzhou Telecom, for example, telecommunications companies in Wenzhou analysis to analyze the business environment, such as the basic situation of Wenzhou Telecom, Wenzhou Telecom’s internal and external environment. In the fourth part of the customer relationship management Wenzhou Telecom analyzed the current situation, the main analysis of the distribution of Wenzhou Telecom existing customers and regulatory agencies, and the existing customer relationship management problems, such as the lack of strategic planning, customer information resources too thin, lack of integrity, the lack of comprehensive analysis of customer loss and the lack of personalized service concept. Based on this, the last part of this article for Wenzhou Telecom’s customer relationship management problems, put forward the proposal of customer relationship management, customer relationship management, such as the implementation of the strategic plan, the establishment of integrated customer data management system, improve customer data analysis system and establish the concept of personalized service, providing customers with personalized service.