T-Telecomm

T-Telecomm belongs to China Telecomm Group, its market share has greatly reduced since 1999 , and its business growth ratio is also behind its main competitors. T-telecomm only gained 0.9% growth ratio in Jan. 2002 , compared with the same period of last year. T-telecomm also has large numbers of bad debts , because thousands of customers haven't paid their billing , and the total arrearage is between 3% and 4% of T-telecomm's revenue per year. The author introduces the marketing place , business supporting systems , charging services ,the customer arrearage management system in the case. The discussion is what strategies T-telecomm should take to improve its customer arrearage management.In the case analysis, the author analyzed the customer structure and time structure of T-telecomm's customer arrearage firstly , and then using the Services-Gap model to discuss the problems in T-telecomm's charging services and the customer arrearage management systems , so we could have a clearly comprehension about why T-telecomm has such high bad debts. Based on these reasoning , the author give T-telecomm the following proposals, T-telecomm could carry out effective customer credit management systems , acquaint and segment customers based on customers' credit scores, and upgrade business supporting systems, improve charging services quality totally , fill up the bugs in the customer arrearage management system. So T-telecomm could not only reduce bad debts but also improve services quality.