Research On The Impact Of Customer Relationship Management On The Development Of Telecom Industry

As the flow of direct international investment increases,the international market environment is becoming more open and tolerant,the structure of our telecom market has also been changed profoundly:After a series of split and reform among the three domestic carriers,the market competition is very severe with more and more similar production.Telecom is a business that have to deal with enormous number of customers,who like to compare the providers very much.The market is tending to be full,the main competition of this service is actually a competition of customers.The main target of telecom business has already become how to maintain current users,discover their potential and bring new customers.This passage first elaborates background and meaning of the thesis research,introduces the theory of customer relationship systematically,does a deep research of CRM application situation from different carriers abroad,verifies the relationship between customer management and telecom sales,analyzes the importance of customer relationship management to the development of telecom business,states the current problem of telecom customer relationship management,meanwhile puts up the solution accordingly,theoretically guiding the customer management for telecom business.The following conclusion is found by this passage:Telecom providers must positively maintain their customer relationship in order to keep a place among severe business competition.Such as enhance the management of customer relationship,its range,strategy,innovation of service pattern and meanwhile the training of their employees for service concept,standard and pattern,which enable to establish the theory of working and servicing together.Besides,telecom providers also have to strengthen their execution power,develop the customer relationship management of telecom business,to satisfy the customer maximumly,rise the core competitive power,change to intensive operation,making the mechanism of customer relationship management more scientific,normative,energetic effective,and therefore build a foundation of the healthy,fast telecom development.