The Research On Customer Relationship Management Of China Network Communications Corporation Of Shenyang Branch

In economical globalization today, the market competition is day by day intense, increasingly demonstrates the marketing management the importance and the necessity. The business management idea has experienced from take the product as the center to take the market as a center, again to at present take customer as central dynamic transformation course. The customer becomes the enterprise existence and the development foundation, becomes the enterprise most important resources, whether the enterprise obtains, maintains and develops own customer, whether has become the decision enterprise to obtain the success the key aspect, from this has then produced take the customer as the central management idea.CRM (customer relations management system management system) adapts anew economical time set of highly effective information management system, take the customer as the central management system, is relates the enterprise survival and the development significant strategic decision.The world unceasingly is changing; The telecommunication industry also is facing the huge transformation. Since the telecommunication reorganization, China's telecommunication service market gradually has formed has monopolized the market at first from the individual operation business the market competition new pattern which to several big operations business leadership, the multi- wife and children operation business participation and new operation business unceasingly joins. The monopoly already broke, the competition gradually launched, the product and the service difference gradually changed slightly, the new technology unceasingly uses. Joins after WTO, some world-class' s telecommunication industry giants also started gradually to seep to the Chinese telecommunication market, Chinese telecommunication service industry entered an unprecedented new stage. Domestic telecommunication operation business and foreign capital operation business compares, the biggest superiority was a customer which originally already had. How therefore retains already has the customer, and how obtains the greatest income by these customers, becomes the telecommunication enterprise important topic. In view of this, the customer relations management (CRM) may effectively enhance the market competition strength for the telecommunication operation business the magic weapon.. The present paper has first outlined the research background, elaborated the customer relations management production background, the concept, the function, the key successful essential factor; Then again the close union telecommunication industry international market development situation and in the telecommunication industry characteristic foundation, obtains the Shenyang net to pass the company to implement CRM the inevitability. Next, passes company CRM to the Shenyang net the present situation, has separately carried on the analysis and the appraisal to in external environment, and proposed the Shenyang net passes the company he CRM system deficiency, has discussed the main question which its customer relations aspect exists. Finally, has made the customer relations management plan improvement, and to improved has made the reasonable elaboration with the safeguard measure, made every effort take the customer as the center, enhanced the customer degree of satisfaction and the loyalty, set up the brand service.