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With China's telecom industry restructuring plan was finalized , the new competitive landscape is taking shape, China Mobile , China Telecom, China Unicom, the three telecom companies stand to a new starting line . But in this new situation , waiting for the operators not only wholly business opportunities , more homogenization of the competitive challenges of business and services . Telecommunications enterprises in such cases , it should be how to increase the core competitiveness of enterprises , telecom enterprises to gain an advantage in the new competitive situation , this article discussed from the point of view of the customer experience management . This thesis, several parts of the problem : a need for Customer Relationship Management under the status quo of China's telecommunications market . With the telecommunications competition further intensifies , further improvement of customer needs and experience requirements , customer relationship management , to become one of the telecom enterprises to enhance their competitiveness necessary weapons , the development needs in the new competitive landscape , the market demand for the development of new business direction a customer-centric market demand . Second, the current situation and problems of telecommunications customer experience management . At present, the management of the customer experience in the telecommunications industry , the concept of customer experience is still not clear, is still in the concept stage , did not find the key experience points can not be specific to the actual implementation , thus the need for further development of practical study of customer experience management strategy for the prepare for the implementation of specific work . Third, how to implement a customer experience management strategy . This article , from the perspective of the customer experience , marketing strategy, consumer behavior , research the telecommunications enterprise customer experience management implementation methods and issues , business , financial , customer , internal and learning and growth of four levels , the the CEM actual operation research . For the telecom industry , customer experience management system strategy map , and strategy is translated into a specific operation ; combined with the Chinese telecommunications industry , customer experience management framework , and refined to the specific implementation ; China Telecom customer characteristics to identify key the experience points ; customer experience management , proposed customer experience upgrading strategy .
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