Study Of Telecom Operator CEM Implementation

After the third reorganization of China Telecom industry, the three new operators are facing new competition situation. There are more chances and challenges because they can operate all the services . At the same time ,more problems about the consubstantial trend of products and services .In this situation ,what should the operators do to enhance the core competitive power ?This paper discuses the CEM strategy which could enhance the core competitive power of China Telecom operators and some relative questions:1) the necessity of the CEM strategy for China Telecom operators. The CEM strategy would be a useful weapon in the new competition situation for it could help to increase the loyalty and satisfaction degree of clients ,and enhance the core competitive power.2) The status and problems of the telecom operators CEM. The concept is not clear and the key experience is not found yet. These block the development of CEM.3) How to implement the CEM. The details are studied here though the strategy map ,and give the implementation of the four flours during the operation: finance,clients, operation, study and grown up.Finally, this paper combines the CEM and status of China Telecom and put forward the detail implementation of CEM pertinently. I wish it was helpful for readers.