Design And Implementation Of Shaanxi Telecom CRM System

Shaanxi Telecom subsidiary of China Telecom Group,Inc.consists of 10 cities branches,89 county-level branches,is the Northwest's largest,most capable,technologically advanced enterprise integrated communications operator.In 2005,to meet the needs of information society development,Shaanxi Telecom to develop integrated information services to "Business Navigator","My e-Home" "TianYi" brand as a guide customers,providing customers with quality service.After years of development,Shaanxi Telecom in building CRM system has begun to take shape.However,these have been building the customer relationship management system is mainly for different business goals and design,systems between mutually independent,have their own architecture,data formats are not unified,all of these issues that have made Shaanxi Telecom's existing customer management systems continuously in the course of the problem exposed.This article base on the elementary Relationship marketing and CRM theory frame and the actuality of China Telecommunication Operate industry and telecommunication business operate support system,links with the direction of marketing theory development,study CRM and the relational marketing factor,and put forward own opinion.This article id divided into 6 chapters.Chapters 1 gives general presentation about the market of Shan xi telecommunication operate industry,includes the development analyze of most telecommunication operator inland,the market's feature,infection factor,scale.Chapters 2 research the theory of relationship marketing and CRM from angle of view of Theory,the stress is giving some quantitative research about the hypostasis of Degree of Customer Satisfaction and Faithfulness.Chapters 3 link with author's work Practice,expatiate how to build telecommunication CRM software systems from angel of view of project,includes the function frame,technology structure,Precondition of carry into execution,familiar difficulty,etc,and gives some down-to-earth cases for reference.Chapters 4 is an expectation of Shan xi telecommunication business operate support system in the future.Chapter 5 describes the data mining application in CRM of Shaanxi Telecom.Chapter 6 is the conclusion,summarize the main conclusions of the study,the research predicted.