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Research on the Construction and Implementation of Group Customer Relationship Management System of Hunan Unicom

Author: TanMing
Tutor: ZengDeMing
School: Hunan University
Course: Business Administration
Keywords: Hunan Unicom Group 's customer relationship management Construction and implementation
CLC: F626
Type: Master's thesis
Year: 2008
Downloads: 408
Quote: 1
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Abstract


After ten years of development , China Mobile Communications , the exclusive monopoly of the early development of the competitive landscape of China Mobile , China Unicom , China Telecom , China Netcom , China 's telecommunications market has been completely dominated transition to monopolistic competition , telecom operators competition between the gradual shift from the contention for network resources to compete for market share the user changes the focus of competition is competition for transition to the corporate customer market competition by the mass market . Major carriers began to attach importance to the development of the Group's customers and maintain work , the core of the business strategy has shifted from its own products for customers who began to focus on the relationship between the customer and management , to provide customers with the services they need . The paper first analyzes the internal and external competitive environment faced by the Hunan Unicom Hunan Unicom Group customer demand and customer relationship management status and issues and in-depth analysis by the Case home and abroad CRM marketing theory and CRM applications in the telecommunications carriers research and as a theoretical basis , Hunan Unicom Group 's customer relationship management system construction and implementation strategies and guidance system construction and implementation difficulties and problems , predictive analysis , and targeted solutions programs and measures . Looking Hunan Unicom Group 's customer relationship management system construction and planning for the future development direction . Through the research for this article , I hope to be able to solve the problem Hunan Unicom Group customer market competition , enhance Hunan Unicom 's customer relationship management capabilities . Although this article is the construction and implementation of customer relationship management system for Hunan Unicom Group , part of the study , but due to the similarity of the business processes and management structure of the telecom operators , I believe this article some of the views and opinions of the telecom operators to strengthen customer relationship management . some reference and reference .

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