The Analysis And Improve Of Innermonglia Telecom Company's Customer Relationship Management

As a new management model, Customer Relationship Management (CRM) can adjust the relationship between enterprises and customers. Through information technology, CRM integrates internal resources of enterprises and achieves the purpose of enterprises value increasing permanently at activities of building and developing and retaining customer relationship.Firstly, the thesis introduces the summarization of Inner Mongolia Autonomous Region and the state of development of local telecom industry. Then, trough analyzes the state of development of Inner Mongolia Telecom Company and market competition the company faced, the thesis discusses the target and content of CRM and sums up the characteristic of CRM of telecom industry and the facts that affected CRM. lastly, from aspect of management mechanism, customer group distribution, service quality index, and customer satisfaction, this research analyzes the current status of customer relationship management of enterprise Lastly, in accordance with a client-centered guidance, the thesis presented the goal of improving CRM of company and systematically made to improve customer relationship management methods and approaches. Including: corporate culture ideas based CRM, management mechanisms of customer orienter, service process, customer information management, customer value management, etc.