Theresearchaboutthe Strategyofchina Telecom Crm-Basedon Microbloggingplatform

As matters stand, the competition among the telecom operators has been increasingly fierce, from how to get more customers by providing them the better products and services, to how to carry out the effective customer relationship management (CRM). Based on the current situation, the strategy about combining customer relationship management (CRM) of the enterprise and the popular microblogging platform has been born at the right moment. This paper which according to China telecom studies the strategy of the customer relationship management (CRM) based on microblogging platform.Through this article, the enterprise can realize intelligent management of the social relation network through the microblogging platform. They could study the customers’ value and demand under the social environment, understand every social network structure and the optimal path, choose the social media about telecom for social interaction. According to the personality of the general demand, the enterprises formulate corresponding policies, further improve relationship and loyalty. This article is not only a in-depth research about a system of China telecom enterprise, but also a research about increasing the ability in the field of customer relationship management (CRM). Using of the most popular microblogging platform as the carrier to manage customers’ relationships, has not only filled the gap of China telecom in this field, as well as conformed to today’s development trend of the domestic and foreign enterprises in the field of customer relationship management (CRM).At present, the books or other materials about the theory of customer relationship management (CRM) are more, but the theories about the customer relationship management (CRM) based on microblogging platform at home are very few, not to mention the quantity of the books or the materials. With the development of economy, more and more enterprises, such as DELL or some banks, has emphasized on the progress of these theories. Even more, there are a lot of enterprises have established such microblogging platform, and has been put it into operation. And I hope that this article may play a reference role to the enterprises which would like to establish the same system.