Strategy On The Customer Relationship Management For Data Business Of China Unicom, Changchun Branch

With the development of data communication business, competition of telecom has transferred from network resource competition to variant services competition, which need high requirements on service content, service way, service quality, service strategy and service consciousness. All telecom companies are focusing how to improve customer satisfaction and faithfulness. Now customer communication management becomes the most efficient way on enhancing competition ability and customers become the most precious resource of telecom business. Through accumulating service experience and creating new concept to get reward, through focusing on customer and customer relationship to get long life of company is the necessary choice of all telecom companies.This thesis analyzes current competition environment and development actuality of Changchun Unicom data business and points out under this environment Changhcun Unicom data department has to consider how to innovate new service mode and how to improve communication ability with customers. Based on theory of Customer Management, the author analyzes customer value, customer faithfulness and customer relationship intensity and points out the importance of getting high value, high faithfulness customers and also the importance of improving customer relationship intensity. The author creates a new point"using high customer relationship intensity to establish high faithfulness customer groups and keeping high value customers by this high faithfulness", states and explains this point objectively on customer, telecom company and third person's positrons. Then based on customer value, customer faithfulness and customer relationship intensity, the author divides all customers into several groups and make different flexible market strategy and...