The Research Of Guangxi Telecom CRM Customer Relationship Management System

Nowadays, China telecommunication operate industry is in the process of from blending with monopolization and competition to complete competition. That is a practical theme , it includes carry out CRM stratagem , breach marketing actuality and improve the ability of marketing competition , improve customer's Degree of Customer Satisfaction and Faithfulness affronts product and services of company, and base on the idea of CRM to think about marketing mix factor, for example , product , prices, brand.This article base on the elementary Relationship marketing and CRM theory frame and the actuality of China Telecommunication Operate industry and telecommunication business operate support system, links with the direction of marketing theory development, study CRM and the relational marketing factor , and put forward own opinion.This article is divided into 4 chapters. Chapters 1 gives general presentation about the market of Guangxi telecommunication operate industry, includes the development analyze of most telecommunication operator inland, the market's feature, infection factor, scale. Chapters 2 research the theory of relationship marketing and CRM from angle of view of Theory, the stress is giving some quantitative research about the hypostasis of Degree of Customer Satisfaction and Faithfulness. Chapters 3 link with author's work practice, expatiate how to build telecommunication CRM software systems from angel of view of project, includes the function frame, technology structure, precondition of carry into execution, familiar difficulty , etc. and gives some down-to-earth cases for reference. Chapters 4 is an expectation of Guangxi telecommunication business operate support system in the future.This article has some innovative viewpoint:In the aspect of manage Theory:1. Analyses the essence of Customer Satisfaction, including the model of Degree of Customer Satisfaction and its three of show types, 2. Puts forward we should make an appropriate balance between customer-oriented and product-oriented, and extends the model of Five-Layer Concept of Product. In the aspect of building telecommunication business operate support system : 1.advance it bring puzzle in the course of system build , that is uncertain boundary of business support network and business implement network ;2.bring forward that the most essential challenge is how to give attention to two things: marketing core and produce core, that is a very important question , we must research constantly in work practice.