电信大客户流失原因分析及对策

Analysis and Countermeasures for the Loss of VIP Telecom Customers

电信业的竞争集中体现在对大客户资源的争夺上。如何有效地防止大客户流失、减少因客户流失而给企业收入造成的不良影响,是当前许多电信企业都十分关注的问题。详细分析了电信大客户流失的原因,包括电信运营商自身的原因、竞争对手的原因、客户自身的原因以及市场监管的原因和政策变化的原因。在此基础上对防范电信大客户流失提出了一些对策。

Competition in telecom industry is represented in the contention of resources of VIP customers. It is the major problem for most telecom enterprises to effectively prevent the loss of VIP customers and decrease its blight on the revenue of enterprises. Subjective and objective reasons of the loss of VIP telecom customers are analyzed in detail. The subjective reason is the telecom operators themselves and the objective reasons are competitors, customers, market administration and policy change. Some countermeasures are provided for the prevention of loss of VIP telecom customers in this paper.