我国电信行业实施CRM探讨

Exploring GRM in China Telecomnunication

随着国内电信行业之间竞争的白热化,企业发展战略已由过去的以产品为重心转为现在的“客户需求至上”。因而企业要想获得最大程度的利润,就必须对不同类型的客户采取不同的策略。在这种背景下,一种全新的基于信息技术的管理理念──客户关系管理便受到国内各电信运营商的青睐。本文就电信行业中CRM的主要功能、运作模式、面临的问题进行了探讨,并就CRM运行中的不足提出了一些建议。

Along with the competition of local telecommunication profession turning white-hot, the enterprise development strategy has already turned into ＂taking customer＇s need as highest＂ for now instead of taking product the center of all in the past. The enterprise must adopt the different strategy to the customer of different type if they want to acquire the biggest profits. Under this background, a kind of all new management principle which based on information technology Customer relation management （CRM） is subjected to each telecommunication company＇s favor. This text gives study on main function, operation mode and facing problem for telecommunication profession to carry on CRM. And certainly suggests for the shortage in CRM circulate are given with.