Customer-centric Business, And Care The Most Valuable Customer

The case is about China Mobi le's CRM (Customer Relationship Management) strategy. Along with the China mobile market competes drastically, China's telecom operator is change their operator mode form Network-centric Business to Customer-centric Business. Because of the telecom operation depend on the IT system. So the leader of China Mobile face to how to rebuild their Business Operation Support System for competition.Major accounts are the valuable assent of the operator. Major accounts have more highly differentiated needs of mobile telecom service. The operator must know more about their major accounts' needs, and tailor their product and service for individuation needs, So they can attract and retain their major accounts.The case analyze divide into there parts. The first part analyzes Customer-centric Business is the critical power of China telecom operator in competitive market. In this regard, in the second part, we introduce concept of CRM and One-to-One marketing. The third part, we will get the solution of the China Mobile CRM strategy and major accounts management system.