路在何方……——中国电信大客户服务工作的反思

Where to Go?——Reflections on Large Customer Service of China Telecom

竞争已迫使电信运营商转向“以客户为中心”的经营战略。识别最有价值的客户即大客户,并以个性化服务提高其满意度和忠诚度,是把握这部分客户的最佳办法。本文结合中国电信大客户工作存在的问题指出:企业可以采用客户关系管理(CRM)来完善对大客户的服务工作,亦提出了对大客户服务工作的建议。

Competition has made telecom operators turn to the Customer -centered business strategy. Pinpointing the most valuable customers or the so - called large customers and improving customer satisfaction and loyalty by providing personalized services are the best ways to get and keep those customers. In view of the problems in China Telecom' s large customer service, it is pointed out in this paper that enterprises can improve large customer service by way of customer relationship management. Proposals for large customer service are made.