Research Of Customers Relationship Management Of J Company

The level of material and culture enhance a lot because of continuous development of market economy.Customers demand for products and services is getting higher and higher.Face to the fierce competition between operators whose products are now being homogenized.Customer churn is more serious and the basic product has been unable to meet customer needs.The operators meet the bottleneck for customer loyalty and new users' excavation.In order to enhance competitiveness,operators locate marketing strategy from the past "product-centric" to now"customer-centric",from here we can see in the market environment,customer relationship management become their the goal for urgent pursuit.This paper focuses on customer relationship management,research carries out through the collating and reading of the relevant information,collecting the operator's business data and use of literature,case analysis and other research methods.Take the example of customer relationship management of China Telecom J company,this paper describes the theory of customer relationship management and related theory which analyze the industry environment,basic situation,marketing environment and the use of CRM.It shows that customer relationship management is important for J company,elaborated the existing problems of the application and management and proposed a solution by use of relevant theory.Hoping to provide theoretical reference for the follow-up application of CRM by the analysis of the actual operation of J company,so that the operators will pay more attention to implement customer relationship management.