基于3G无线通信网络的用户维系服务系统研究

Research on customer maintain service system based on 3G wireless communication network

随着中国电信行业的不断发展,电信企业竞争由质量相当的网络资源转移到差异化的服务竞争,提高客户满意度和维系客户关系成为提升企业核心竞争力的有效手段之一。基于此提出了一种新的基于3G无线通信网络的用户维系服务系统架构,并基于此架构,提出了用户维系服务系统的主要功能设计思路,为电信运营商在新的3G业务模式下有效开展用户服务维系,进行了有益的探索和尝试。

With the development of China Telecom Industry, the competition in the telecommumcataons enterprises has been shifted from comparative quality in the usage of network resources to differentiated quality of customer services. Improving customer satisfaction and maintaining customer relationships has become one of the effective means to enhance the core competitiveness of enterprises. To this issue, this paper proposed a new service system framework based on 3G wireless communication network for maintaining customer relationships and analyses the design ideas for the main function modes in the proposed scheme, which is benefit for telecommunications enterprises to develop the custom service under the business model with 3G.