当前中国电信客户关系管理中的问题及对策分析

Problems and its Remedy in China Telecom Customer Relationship Management Research

提高客户关系管理水平和质量对于实现中国电信的持续健康发展具有不可忽视的重要意义。当前中国电信客户关系管理过程中存在缺陷,如不重视客户关系管理、缺乏实施客户关系管理的整体规划、对于客户信息分析整合力度明显不够等等。因此,为在日益激烈的电信市场竞争中占据有利地位,需进一步树立以客户为中心的经营服务理念、完善客户信息管理平台、以人为本,提供个性化差异化的服务、推行服务型的营销策略等。

Improving customer relationship management level and quality have high importance to achieve the sustainable and healthy development of China telecom.There are still defect in china customer relationship management at present,such as think little of customer relationship management,lack of implementing overall planning of customer relationship management,customer information analysis obvious lack of integration efforts ect.Therefore,China telecom must further establish customer-centred business service concept,improve customer information management platform,people-oriented：providing personalized service and implementing a service-oriented marketing strategy ect.to keep it in predominate position in increasingly fierce telecommunications market.