The Application And Research Of Customer Relationship Management On Anhui Telecom Company Limited

Currently Customer Relationship Management is a focus subject of world. It is very important to enhance customer's loyalty and satisfaction, to reduce enterprise operating costs and to enhance core competitiveness of enterprises in order to enhance profits. In the era that customer-centred business model become a new generation of business signs, the implementation of CRM systems is inevitable.After years of communications business and the accumulation, Anhui Telecom has a customer advantages that total capacity of large customers, business and enterprise customers occupie the dominant position, and business advantage to provide comprehensive telecommunications services; and network advantages that the operational and marketing network spread the entire province. But actually it has many problems in the customer relations management system aspect. Between each already completed application system, it lacked of the unification and the coordination, it is difficult to exchange and share data.we can not carry on the thorough analysis and excavate on data and satisfy the enterprise with the management demand; The credit administration aspect has the flaw so that it creates the massive dull and bad accounts; The data privacy question was serious, has caused the customer degree of satisfaction drop.In order to meet the evolving changes in the telecommunications market and improve the level and quality of Anhui telecom's services, to enhance front-end marketing departments's operational support ability for the new capacity and reaction speed, and to meet the diversified needs of customers growing, Anhui telecom need a comprehensive Implementation of CRM system.This article has emphasis on the analysis and the research to the customer relations management correlation theory; Through the analysis to Anhui telecommunications applications demand CRM systems, namely in the foundation which to its company internal business support systems, credit management, data privacy and data construction areas on the basis of the analysis, it designs a set of CRM system to conform to the Anhui telecommunication's present situation, which mainly includes customer information management, business information management and analysis, marketing information management and analysis,...