Mobile Operator Customer Effective Management And Case Research

Customer effective management is a relatively new area of customer relationship management. Using the customer value evaluation method, KANO model in the customer demand levels theory and efficiency theories, I deeply research the customer effective management method with actual data and mobile operators' cases. The main innovations are as below:1. Mobile Operators' Customer effective management system.The system includes three major parts: valuable customer identifying, effective products providing, effective services providing. Using this system, we could realize and enhance the value of both customers and companies. At the same time, we could achieve the objective of managing customers effectively.Valuable customer identifying flow includes valuable customer qualitative and quantitative evaluation. Base on its market strategies and targets, a company can identify and focus on the important group customers. Using the customer value theory, I cite and revise the mobile operator's customer value evaluation index system in this paper. After the valuable customers identifying and customers grouping , I bring forward the management strategies towards different customer groups.The flow of mobile operators' effective services providing. Based on the valuable customer identifying and grouping, we can distinguish customers' different demand levels, establish the classified services standards and provide different types of services for different customers in an efficient way.2. The method and demonstration of customer demand levels distinguishing.Citing the KANO model and max lead degree, I improve the method of distinguishing the customer demand levels. Based on the customers grouping, I explain how to distinguish the services corresponding demand levels, and illustrate the method with demonstration.3. Case study of the classified services standards, effective services flows and the related rules & institutions.Combining the case of a domestic mobile operator, I explain the effective services providing implementation procedure, deeply research the classified services standards, effective services flows and the related rules & institutions. At last, show the implementation effect and improvement directions.