The basic concepts of customer relationship management_6925资料.doc

The basic concepts of customer relationship management 牋牋牋1 Introduction 牋牋牋 牋牋牋With the reform and restructuring of China Telecom, Chinas telecom industrys market environment, fundamental changes have taken place in Chinas telecom services market is gradually formed from the initial individual carriers monopolize the market to a few big carriers led a number of small operators to participate in the , the new telecom operators continue to join the new pattern of competition in the market. Chinas accession to WTO, Chinas telecommunications market is gradually opening up some of the world-class telecommunications giant step by step through various means to penetrate into Chinas telecommunications market. Domestic telecom operators are facing a new, more intense market competition environment. A result of increased competition leading to lower profits, forcing domestic telecom operators have to consider seeking new profit model, as well as how to enhance their core competitiveness. Aware that telecom operators, customer is the enterprise survival and development of roots and retain customers, attract customers and fully tap the potential clients earnings in the core competitiveness of enterprises to improve the key. How to increase customer satisfaction and loyalty, enhance customer value and to expand their revenues and profits and other issues became the focus of telecom operators subject. 牋牋牋In this context, a new information technology-based management concepts --- Customer Relationship Management (CRM, Customer RelationshipManagement) by the domestic telecom carriers of all ages. Indeed, as the main application areas of CRM, some of the world-class telecommunications operator such as British Telecom, AT T, Deutsche Telekom, MCI, SPRINT, TELIA, also invariably the CRM as an enterprise competitive weapon. 牋牋牋2 Telecom Customer Relationship Management 牋牋牋2.1 The basic concept of customer relationship management 牋牋牋Simply put, C