The Present Analysis And Countermeasures Of Data Services Customer Relationship Management In Guangdong Mobile XXX Branch

Since the development of China telecom industry had achieved quick development recently, based on the such large scale of telecom foundation ,Data services have formed the great market and developmental potential, and have got the possibility of great effect and more development in depth. Data services have got the attention, which have indicated the strong market life-force because of their swift and violent development . Therefore, they have great realistic significance to research the market status quo and future development of data traffic.With the guide of the customer relationship theory, the thesis applies the way of the combination of theory and practice, the quantitative and qualitative, management theory and technology to research a filial of China Mobile communication corporation Guangdong XXX branch's Customer Relationship Management on the basis of the analysis of the related customer relationship. It mainly focuses on the three aspects :(I)It researches the present situation and problems of this filial of Guangdong Mobile Incorporation Customer Relationship and points out of the reasons of the problems. (II) According to the customer relationship theory, it makes an environmental analysis, and then puts out a set of overall strategy. (III) It puts emphasis on the update edition of CRM: CRV.Main research achievements(that is, the improvement and implementation after the upgrade from the CRM to CRV)1. It sends customer data of business complaint and consulting ,which are recorded by structured language ,to the deep operations management platform, and then the platform demonstrates the results which are carry out targeted services and marketing well targeted.2. Through the establishment of rapid response model combined with empirical models, it integrates all the product line's marketing content automatically to generate recommended data services priority list which is based on each user. Data services are actively introduced when contacting users passively or actively.3. Afrer Data Interaction with the provincial company data mining platform ,it has a basis for accurate portrait of data services of the foshan users. It earnestly does a good job for Foshan Branch from the errand-service ro the advisory services.4. the contents of the consultation which users are interested in, and the precise marketing tasks which are background imported regularly become first-line interface's automated agency work. There is real-time feedback on the progress and effectiveness of marketing.