Discussion On Customer Relationship Management Of Chengdu Telecom

The paper discusses the situation of client service of Chengdu telecom at first. Though in recent years the idea of employee and the client service has made great progress, at the same time there are also many problems in the administration of Important Client Management, Call Center and Client Manager system. The trend of the telecom market's opening and competition's strengthening has put out higher requirement of the competition ability of the telecom business. As the telecom service are almost the same, perfect client service has become an important measure which helps telecom business win the ultimate competence advantage.Client Relationship Management (CRM) is a new solution that attracted people's attention in recent years. It regards the client as the resource of enterprises as well and the work of enterprise should be done according to the client relationship. But not all the clients should use the CRM. We should evaluate the value that the relationship of client can bring to the business, then can we decide the profitable client, i.e the object of CRM, then we can use the modern technology-combination of call center and database to integrate the information of clients. Know more about the need of clients and we can supply service for the clients more efficiently and make greater profit for the business. According to the clients group and the situation of client management of Chengdu telecom, I think for Chengdu telecom, introduce the CRM is necessary.CRM is introduced into China as a technology solution so many domestic researches are focus on the level of technology. But as I know, CRM should at first be regarded as an idea, a reorganization of procedure, then should come the technical solution. So the paper bring out the solution for Chengdu telecom is as follows, unifying the idea of the whole employee to enhance their sense of client,.Then we can improve the performance of the business through identifying your customer, 'one to one marketing', establishing powerful database of customer information, improving the service of call center and importantcustomer service center, strengthening sales and marketing management and integrating all the resources of the business.This paper is different from most domestic researches. It is not focus on the solution on the technical level, on the contrary, it emphasizes the uniform of ideas and the reform of the business procedure more. It helps Chengdu telecom to establish a steady base to introduce CRM technology successfully.