The Research Of Characteristic Service Of Shandong Mobile

Over the last 2 decades, the China Telecom market is transforming form total monopoly to a competitive market. Competition among telecoms is also transferring from system resource to market portion. The focus is no longer new consumers, but both the old and the new. Changes in competition can also be seen in the services provided by China Mobile, China Unicom and China Netcom. It is vitally important for enterprises to keep the old consumers, and to raise the level of consumer satisfaction and loyalty in order to maintain and increase their market share.This paper analyzes theoretically the problems Shandong Mobile faces in the area of service and sale, using consumer lifelong value, service and sale theory, customer satisfaction and loyalty theory. It draws the conclusion that mobile communication enterprises need to provide standard service, stress on fellowship, person to person service and service continuity and efficiency to expand their consumer base. The analysis and research on the big-in-big-out fact will help raise the customer relationship management ability to solve the problem of high drop-off. The opinion listed is the paper may be used for reference for telex enterprises to promote customer relationship management.