电信分公司客户关系管理研究1.docVIP

摘 要 电信重组和3G牌照下发后，形成三家拥有全国性网络资源，实力与规模相对接近、具备全业务经营能力的市场竞争主体。关键词：长沙电信分公司；客户关系管理；经营理念 Abstract After telecommunication enterprise is recombined and License Plate 3G is issued,three market competitors have formed.They own the countrywide network resource, and their strength and scale are close to each other. They can manage all the business. Because of the division of the communication market, the competition is more fierce. The focus of competition in the market is to attract more customers. In such situation,Hunan Telecom Changsha Branch should change the management philosophy to fit the changes of competition in telecommunication market. So the company can be in an invincible position in competition. Therefore, Customer Relationship Management is an important subject the company must be faced with. Telecommunication enterprise puts Customer Relationship Management into practice, which is important in some aspects, such as responsing market competition, improving a profitability, raising the competition barrier,reducing business cost.The domestic telecommunication enterprise has already known the great effect Customer Relationship Management brings about, and has laid down a good basis for applying and putting into effect. But now there is not a set of practical method and application module fitting for the state of telecom operators of our country at present. The application of Customer Relationship Management overseas is relatively mature. So we can use it as a source of reference. Nowadays the new scene of telecommunication market in China has been composed of the progress in IT, the improvement of network platform , the incessant innovation of the business, the ceaseless subdivision for the need of customers, the opening to the outside world gradually in market and more drastic competition at home and abroad. The new pattern of competition and the new environment of management would be austere challenge for the traditional running pattern of Hunan Telecom Chang