Customer Relationgship Management: The Starting Point Of Chinese Enerprise' Strategic Revolution Implementation

Ever since 1987, the telecommunications business in China has been on the track of rapid development. By Jun 2004, the mobile phone subscribers have reached 300 million. Telecommunications industry actually has become one of most active, most promising and most eye-catching industries. China's entry into WTO, the gradual loosening of government regulation on service providers and the coming of the 3rd Generation, more mobile communications licenses will be released, which can cause even more overseas service providers to enter the communications market and lead to a struggling competition.As increasing homogeneity in communications products and services is approaching day by day, it grows harder and harder for service providers to obtain and maintain their competitive advantages via resource competition mode. The fact that the competition focus has changed from resource competition to customer competition demands mobile service providers, while taking customer as the enter, optimize their organizational structure, reengineer business process and make good use of information technology to support organizational optimism, process reengineering and improve work efficiency, so that their customers' diversified and individualized requirements can be constantly in sight and accessible. Then corresponding marketing strategy should be produced to satisfy customers' diversified and individualized requirements, increase customer satisfaction and loyalty, and finally achieve the goal of attracting and retaining customers.