Telecom Operators Group Customer Relationship Management In China

With the development of Internet technology, further opening of domestic telecom industry, the business operations of the three major telecom operators will face increasing competition, as customers for operators extremely important group, has become the focus of telecom operators compete for. However, faced with huge group clients and industry customers, how to find a market, how to find and develop the potential group clients can bring benefits for operators, and success and the group clients establish and maintain a stable customer relationship, how to improve the existing customer relationship of group clients, and for those who is or has been away from the nets to retain the group clients, group clients which is need to terminate the customer relationship, and so on, these are all telecom operators must face and solve the problem.This paper USES the theory of customer relationship, customer segmentation theory, theory of customer value, customer satisfaction and customer loyalty theory, theory of customer relationship management system, combined with the specific situation of the telecom operators group clients detailed analysis, the first is the theory of combining the theory of customer segmentation and customer value the group clients of telecom operators, customer segmentation, and combining the theory of customer satisfaction and loyalty and customer relationship management system theory, from the perspective of more press close to practice, telecom operators are given group establish, maintain and improve relations with customers, to retain and termination strategy.