Research On Customer Relationship Management Countermeasure Of China Mobile FuXin Branch

With the aggravation of the communication technology,rapid development and the domestic telecommunications industry reform and competition in recent years,the telecom industry gradually formed China Mobile,China Unicom,China Telecom,the three pillars of the pattern.As a leader in the telecommunications industry,China Mobile is facing unprecedented opportunities and challenges.In the increasingly homogeneous environment of the communication products and services,how to maintain a long-term competitive advantage in the intense market,these have become serious problem to be solved for China Mobile.If China Mobile wants to improve its core competitiveness,relying on the traditional resource competition is far from enough.In addition,it should focus on the establishment of a solid and friendly cooperation relationship with customers,through the promotion of customer relationship management level to enhance the performance of enterprises.This paper takes China Mobile Fuxin branch as the research object of China Mobile,in reference to the domestic and foreign scholars of research.Firstly,the paper introduces the China Mobile Fuxin branch company profiles,and then from the external environment of China Mobile Fuxin branch(including macro environment and competitive environment of the package),internal environment(customer demand,brand building)and analyzes Fuxin mobile customer relationship management status,through practical investigation points out the existing problems in the CRM of the enterprise and elaborates the cause of formation.Finally the paper puts forward the countermeasures and suggestions to improve the customer relationship management,mainly including the following three aspects:Focus on the needs of customers,continuously improve product quality;Improve customer relationship management system,enhance the level of service),in order to provide China Mobile Fuxin branch company customer relationship management and future development a clear direction,and provide useful reference and inspiration for telecom industry to improve the competitiveness of enterprises by carrying out the customer relationship...