Construction Of A Customer-oriented Service Management System

Customer Management System is constructed by a set of database, rule and process which throughout the whole service roll. Effective customer management system is vital to keep customer satisfaction. It could improve the customer satisfactions, as long as customer loyalty, build up enterprise image and strengthen the brand.Along with the reform and reconstructive of Chinese telecom communication, the economic of Chinese telecom market changed dramatically, competition arouse widely in multi-level, throughout the whole market. And it goes from product-oriented to service-oriented. The article reviews the development of service management of CHINA MOBLIE, and analyzes its achievement on the basis of an in-depth understanding of principle of service management. This article is to use management theory to raise the importance of build up high-end customer management system,with a view to mobilize all resources of CHINA MOBLIE to improve its customer satisfaction, and bring about the customer-oriented company culture in CHINA MOBLIE.