Research On The Customer Relationship Management Of Small And Medium-sized Communications Technology Service Enterprises

Because of the degree of competition becoming increasingly fierce, different customers demanding rapid change, various costs higher, the enterprises must develop and retain customers effectively, or they will eliminate through competition. In the paper, enterprises urgently need a new strategic thinking and management method, so the customer relationship management emerge under the help of the productivity and the development of the information technology and innovation.Papers study its customer relationship management concepts and methods of the small and medium-sized communications technology services companies. SME has been becoming an important part of the national economy, the telecommunications industry as the "Eleventh Five-Year" and "12" during the policy focus on fostering strategic emerging industries, making this field of study in today’s economic environment and management of marketing practice background, has a very important practical significance. Based on the development status and characteristics of small and medium-sized communications technology services companies, and discusses the implementation of customer relationship management to a common problem.In order to illustrate how small and medium-sized communications technology Services Company positioning and implementation of CRM, the paper uses the case study method in the management and use of information on the urgent need for change OT as the object of study. The papers in the third part of one of the core ideas:for small and medium-sized enterprises, customer relationship management should first be positioned as a corporate strategic concept rather than a means of IT. Then the paper use the SWOT to demonstrate the need for OT’s customer relationship management strategy; then, the design of detailed implementation steps of the customer relationship management articles for OT instance. Including enterprise architecture and business process restructuring; and then how to collect customer information, and analysis of customer value for customer classification; how the different needs of customers to develop differentiated development strategies and implementation; transaction with customers, how customer retention the strategy to establish a long-term relationship; also includes measures for the rehabilitation of losing customers.Finally, this paper summed up the key and difficult points of the implementation of customer relationship management for small and medium communication technology Services Company by the OT cases. For medium and small communication technology Services Company, better customer relationship management change provides the inspiration.