The Research On Value And Feedback Management System Project Implementation Of China Mobile’s Customer

As the3G license is issued, market competition is fierce and intensified.At the same time, the demand of customer is also changing and improving, sofeeding back customer in time has become more and more important. At presentalmost all feedback are based on customer value, brand or ARPU segmentation,lack of a set of scientific, integrated customer feedback system, cause a badmarketing feedback Management, and customer satisfaction would decreased.Therefore, from the aspect of strengthening feedback activity, it is urgent toset up a scientific and quantitative customer feedback value evaluation modeland evaluation index, supervises and monitors customer feedback on resourcesand management.This article from the analysis of current situation of the telecommunicationsindustry and Xinjiang mobile market, states the necessity of building thecustomer value and feedback of management system and what is need to be solved;Then, this paper briefly introduces customer value and feedback management andthe main status of the theory; using the ways of qualitative analysis andquantitative data mining to build customer feedback model, including customervalue and the feedback management system; Finally, combined with the actual cases,introduces applications about customer value and feedback management system.