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Part of China Telecom Shaanxi Shangluo telecommunications company , is a prefecture-level full-service telecommunications operators . In recent years, the rapid development of Shangluo telecommunications market , but the market competition has become more intense , especially with the official release of the 3G licenses , Shangluo telecommunications company and competitors the Shangluo mobile , Shangluo Unicom can provide fixed telephone , mobile telephone , data communication and information products and services , operations homogenization , customers increasingly demanding high quality of service to the telecommunications enterprises , Shangluo telecommunications company is an urgent need to change their ideas , to change the mode of development to meet customer needs , improve customer satisfaction , and therefore , how to improve customer satisfaction , build and market segments to match the operation and maintenance service support system to become a subject worthy of study . In this paper, the theory of differentiation theory of customer relationship management (CRM) and Business Process Reengineering the theory ( BPR ) , empirical research , sample surveys , a comprehensive , in-depth analysis on the the Shangluo telecom operation and maintenance service system , analysis of Shangluo problems in the operation and maintenance services of telecommunications companies , the proposed rectification plans and measures for implementation of the Shangluo telecommunications operation and maintenance services , and research results to improve the ability of the Shangluo telecom operation and maintenance services and management level , improve customer satisfaction , especially important customers (VIP ) satisfaction has important reference value and practical role in guiding , Shaanxi Telecom local network , provincial company , and even China Telecom Group, the company also has profound significance , other telecom operators to learn the role can not be underestimated .
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