Research On Key Customer Relationship Management System Of China Mobile A Branch

With the establishment of China tower co.,LTD.,under the condition of sharing of the telecommunications facilities resources(telecom channel,pole road,communications tower,etc.),each operator may use telecommunications resources by way of lease.It means that the competition for the center with product has become the past type,and turns into market and customer demand.Because customer demand for telecommunications services has become more personal and diverse,China Mobile urgently needs new management theory and technology to support and broaden the industry value chain.Customer relationship management(CRM)system is exactly what we need.This article mainly focuses on the optimization problem of China mobile A branch of big customer relationship management system.It first outlined the research background and significance,the current research of customer relationship management in domestic and international professional field,research method that will be used and framework of the paper.The paper also summarizes the related theories of customer relationship management(CRM).Secondly,it analyzes the existing problems of A mobile big customer relations management system.On this basis,the paper analyses the influence on the relationship management of big customers with the factors of the application of information technology,top management,enterprise culture,human resource management,organizational design,external supply chain partner.Then we redesigned the target and principle of the optimization of A mobile big customer relationship management system,and put forward the plan.The last comes the research conclusion and prospect.Through practical investigation and research into China mobile A branch,I collect the basic situation of the company and related data of the company,especially of the big customer center.I study present situation of the big customer relations management from individual specific case,find out existing problems,puts forward the scheme and the specific optimization measures.This paper also have certain reference significance to the telecom industry related fields.