Development And Practice Of Large Customer Service System Based On CRM

Is the most fundamental enterprises to survive and develop,the customer,theory significance,however,big customer is undoubtedly vital,telecom operators industry is also a main source of income for operators.To identify and development of large customers,according to its characteristics is different from the ordinary customers personalized service,so as to occupy the market share,in order to achieve the maximum profit of the enterprise,and has gradually become the key of the communication industry.At the same time accompanied by the rise of new business for targeted marketing,customer service and it is particularly important to the analysis of customer data,thus the telecom operators can use big customer relationship management(CRM)system for more customer resources,to improve enterprise productivity and decrease the cost of enterprise management,is a win-win-win.In view of the telecom operators to cover wide areas,business complex and large volume,customer information is imperfect and the existing management mode presents the multi-polarization,lead to identify and compete for large customers is very difficult.In order to complete the operators operating revenue targets,large customers market grab more obvious.In order to meet the communication needs of customers and the personalized service,jiangxi telecom is necessary to build big customer oriented strategy and the management mode of personalized service users.Visible,produced by large customers market share,to the strategic significance of the communications industry and the profit for the year,has a very important role,therefore,big customer relationship management(CRM)system is the foundation of customer information management,it can better help jiangxi telecom in the big customer speakers on the market.This paper combines the concept of telecom big customers and CRM system theory,and the current situation of jiangxi telecom enterprise demands for the root of the big customer information management,can provide a reference for the customer management system of telecommunication construction in jiangxi,is advantageous to the jiangxi telecom customer service management level optimization,better realize the jiangxi telecom strategic objectives.