| With the coming of the era of client orientation,consumers become more rational and mature.They have higher expectation on products and service.In such sense,faced to the fierce competition,enterprises should create and deliver more value for consumers if they want to satisfy consumers and win over competitors.At present,communication equitment is a hot spot in Chinese telecom industry.On such conditions,communications equipment maker think that kind of pure competition to the quality of products for the core concept has been unable to meet the development of the times, they must put forward the idea of " taking customer as the center " and create and pass more value to consumers,relying on improved service levels, the process of service delivery innovation. Only in this way maker can enhance customers satisfaction and loyalty,and thus achieve the goal of maintaining the frequent customers and attracting the new customers.On the basis of carding the customer value theory, firstly the industry environment and internal environment of SN Southwest Branch Company is analyzed, with the use of SWOT analysis,it concludes the customer value-oriented service strategy. In order to effectively implement the service strategy,closed-loop management of the papers thinking is used. Customer value is positioned with the use of the customer service process and marketing process feedback,after assessing the enterprises ability of customer value creation, a complete customer value analysis is produced. Then through marketing mode, the service areas of business process improvement, maximize the development of customer value. Against the difficulty in the implementation and enterprise features, papers establish the necessary security measures, and coordinate the completion of services strategy. After implemented customer value management in SN Southwest Branch Company, it can improve the level of service and marketing, at the same time further enhance customer satisfaction and customer loyalty, finally achieve the goals of developing the service value-oriented core competitiveness, and then maintaining Sustainable competitive advantage of the company.Against high-tech service industry management,it is reference and the active guiding significance for customer value operating management,how to operate customer value management and maintain and innovate competitive advantage,to improve enterprise performance in other industry enterprises. |
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