Research Of CRM In DONG E Net Communication Branch

Since the opening-up reform especially after China's accession to WTO, China's telecommunication has made a great development. More companies have come into this field and the competition become more fiercely. Telecommunications enterprises original mode of operation does not satisfy the need for competition. The CRM is just the necessary way to gain this advantage in this field. The practices of many telecommunication enterprises also show that only if we hold the customer-center philosophy in performance and improve customer satisfaction, can it be an effective way of competition. And it is also the best choice of enhancing our telecommunication enterprise competitive ability. CNC Dong E branch has also realized it, Then how is it going of the CRM of CNC Dong E branch, what mode of CRM should we establish and how to solve the problem, in this essay we will give some suggestions on this problem.In the way of finding problem, analyzing and solving the problem, firstly we use the relevant theory and technology, then through the investigation of the CNC Dong E branch, we found out that the problem we have is: There is a departure in objective, not pay enough attention on customer's needs. Besides, there are also some problems in the system of customer information collection and deep mining. Then to these problem existed, we confirmed the Dong E branch objective of customer relationship management and designed the framework of program.For the specific content, firstly we should clear our guiding theory and object, though the collection, identification of the customer information, to distinguish different customer, to improve the compliment process, strength the supervision to the network, so as to improve the customers' satisfaction and enhance the customer's loyalty. Base on the actual situation of the CNC Dong E branch, we established the CNC Dong E branch call-center information management system. Besides, according to the environment and condition of the program, and the problem need to be attended, and the key factors in implement the program, we draw the relevant suggestions. So as to make sure that the proposal of the program involve the organizational culture and structure, human resources and relevant and relevant technical support.