移动通信运营中地客户保障管理.pdf

ABSTRACT Thetlhesis to howmobile attemptsstudy telecommunicationassuretheir operators customers．In facttheword“assurance’’isnorarethese intelecom and days operation of“serviceassurance…‘revenue like．but management、Ⅳim flssurflll_ce”andthe emerging “customerassurance”isanew in to the which“assurance”isused comeg emphasize of to customer—orientationfor reach importance operators operationgoalsbyinteracting with a clients，tomaintainconstant customer to their through assurance，thus growth keep core inamarketwith serious assurance competitiveness increasinglycompetition．The doesnot focusonthenumberofcustomersbutthe only valueofcurrentcustomersandthe value thecustomer arrive lifecycleofcustomers．Byinitiating assurance，operatorsactually at asolutiontocommon suchascustomer of problems chum，devaluationARPU，instable isa ofbusinesses．Itset ratherthanoneslice．Based development ofmanagementstrategies oncustomervalue covers essentialissuesincurrenttelecom theory,itmany management suchastheoriesofcustomer andmarket lifecyclemanagement chum andcustomer