以提高用户满意度为目标的营维合一服务管理

Marketing-maintenance unification service management aiming at improving the customers' satisfaction

“以提高用户满意度为目标的营维合一服务管理”,是湖南省电信公司在电信用户迅猛递增、电信业务种类频繁增多、市场竞争日趋激烈、用户消费维权及自我保护意识日渐增强的情况下,创造性地提出的一种全新思维的管理改革模式。该项成果的基本内涵是以提升用户满意度为工作的出发点,以营维合一为工作核心,以日常维护和亲情服务为工作主线,以稳固开拓市场、提高企业经济效益为最终目的,通过转变观念、实施片区客户经理制、简化业务流程等一系列工作,逐步实现营销体系和维护体系的全面融合,开创电信行业营销服务管理的新局面。

Hu'nan telecom corporation puts forward a new management reform mode-marketing-maintenance unification service management aiming at improving the customers' satisfaction-under the circumstances of rapidly increasing customers, various telecom services, heated market competition and customers' self-protection consciousness. In order to improve the customers' satisfaction, the corporation sticks to marketing-maintenance unification to exploit the market and promote the benefit by carrying out the district customer manager and simplifying the service procedures. This creates a new prospect for the marketing service management.