Research For CRM Practice In VIP Relation Management In S City Mobile Company

The 21C is a time depending on service. Those who own customers will win all. Just for this, Customer Relation Management (CRM) has become one of hot subjects in business management field in 2001.The domestic market of CRM is in an initial period. All trades and professions are exploring ways suitable for their model to apply their own CRM.This Company is a mobile running company in S city. Today, mobile communication markets are flourishing and buyer's markets are coming to occupy a dominant position progressively. Meeting with the competition stress of entering WTO, facing wave of northwest development, in course of increasing competition for mobile communication market, there being non-great difference in providing customer mobile-service, the company has to enhance its own market competition power, build customer's satisfaction project, especially for VIP who are very important to the company in order to mould characteristic customer-service pattern plate, attract customers' attention, keep the traditional market and moreover open up new market. Providing customers with high qualitative individual service timely and precisely, customer center is under the necessity of turning the present rough management into the management of systematization, standardization and network-system and changes center management at its own convenience into customer's convenience, which genuinely embodies customer's value and consumption mentality.Taking CRM as thinking guidance, the aim of this article focuses on taking thinking of CRM into VIP management center structure, business circuit, data management and market decision in S company. Based on non VIP data bank, VIP relation management, which is reciprocal andindependent of calculating expenses system and business system of the company, shall be established, reflecting at all respects and applying customer-centered thinking, realizing CRM aim of 4R targets (namely, at right time, in right way, to right customers, provide right service), genuinely embodying E-commerce - "one to one marketing".This system not only spreads its function to Web call center but also puts forward a practical potentical VIP model, which enhances all-round customer-centered service quality, exploits new VIP market, and makes positive attempts to the practical use of CRM in the mobile communication running in our country.