Study On The Maintenance Management Optimization Of A Telecom Broadband Customers

With the increasingly fierce competition in the broadband market,China Telecom has been in the leading position in the broadband market,is also facing a huge loss of customer pressure.In the fierce competitive environment,the realization of customer's success will be an important ability to win the competition.And this paper research significance lies in the fact that in the severe current circumstances,how to use the relevant theoretical basis,combined with the actual work,help improve the telecom broadband stock customers maintain ownership system,to enhance customer value in the network,reduce customer churn rate,so as to ensure the benefit of the enterprise.In this paper,through data analysis and interviews,on the A branch of China Telecom broadband customers to maintain current stock management are studied and analyzed,summarized several problems existing in maintenance management;at the same time,based on customer relationship management,customer life cycle theory,the theory of customer segmentation,customer churn prediction theory and,theory and reality,and then puts forward a series of optimization of customer maintenance management solutions from the public,government and enterprise customers,customer retention and other aspects of early warning.Through the implementation of the scheme in the enterprise,the enterprise has a certain effect on the maintenance of the broadband stock customer.As a whole,the overall rate of net customer service can be effectively controlled and slowed down,and the continuous rate of broadband service is on the rise.Meanwhile,the coordination of various departments to maintain the work is also more streamlined.Therefore,the conclusions of this paper have some reference value and reference significance for the research on the maintenance management of peer enterprises.