A Research On The Implementation Of CRM In China Telecom Eterprises

The new trends of telecommunication globalization and international competition, have brought unprecedented pressure and challenge to telecommunication industry. After China Telecom reform recombinate, telecommunication enterprise competition is it have network resource of difference is it transfer from homogeneity to difference service competition come up to compete for to close to, service content, method of service, service quality, manage and service consciousness in the telecommunication operator, having put forward the severe challenge, improving the customer satisfaction and loyalty becomes focuses that people pay close attention to, under this kind of background, the effective means to regard as enterprise's key competitiveness of promotion, customer's relation is managed (CRM) the rise at home undoubtedly lets telecommunication operator see new hope, customer relation is it is it promote telecommunication enterprise key effective means of competitiveness to become to manage, the resource has become telecommunications and run the most valuable resource of enterprise in the customer.This text about telecommunication enterprise research, domestic to carry on the summary about telecommunication enterprise current situation studied of CRM of CRM to foreign countries at first, and has explained the marketing theory , customer's value theory , supplied the theory of the chain, theory foundation of frame establish the solid foundation later on for this text. Then this text has analysed the main mode of implementing CRM of telecommunication enterprise. And then, have analysed historical background and the current situations of current situation , Chinese telecommunication industry customer'smanagement of the telecommunication trade of our country, put forward the mode of implementing CRM of telecommunication trade, set up the countermeasure of implementing CRM of telecommunication enterprise finally. Thus expounded in the fierce market competition day by day, has established the management theory of regarding customer as the centre , excavate existing and potential customer resources, pay attention to enterprise's value chain and visit the relation from head to foot, through producing CRM high-efficient marketing and cooperating to organize the advantage, it is the telecommunication operator that promotes enterprise's key competitiveness, foundation of innovative enterprise's value.