Research On Customer Management Optimization Of HB Unicom Group

Twenty-first Century is a new era of subversive change.Everything is interconnected and the Internet has entered the intelligent stage.In the rapid development of the communication network,after the 4G network is enabled,the business model of the three operators has also changed greatly.The future,the popularity of 5G to Internet plus,networking,cloud computing,artificial intelligence and other fields have a profound impact.In such an era of high-speed Internet development,market competition is becoming more and more intense.The competition between the three major operators is increasingly fierce.In this form,China Unicom signed the strategic cooperation framework agreement with Alibaba,Tencent,Baidu Internet news and Jingdong century trade partners,and the mixed reform of China Unicom opened the prelude.How to improve the market competitiveness of enterprises requires operators to understand the complex and changeable needs of the group customer group,and how to retain customers,especially high value customers,and reduce the rate of users off the net has become a high concern for the operators.Taking China Unicom HB provincial branch as the research object,this paper uses the theory of customer management,customer relationship,customer value,customer service and other related theories,and takes the literature method and interview research method as the main research method.This paper introduces the basic situation of HB province Unicom and analyzes the market environment of HB province Unicom Group,and analyzes the external environment of the customer relationship of China Unicom HB provincial branch group.Through the analysis and Research on the customer management system of HB Unicom Group,we find the problems such as the loss of the group customers,the imperfect marketing service system,the lack of response to the customer's demand and the tedious process of opening up the business,and from the angle of research,we combine the related theoretical knowledge with the characteristics of the HB province Unicom.The optimization advice of HB provincial Unicom Group's customer management is put forward.The optimization scheme is put forward in the aspects of customer management,personnel configuration,business process and so on.It provides some suggestions for the development of HB Unicom Group's customer management system.