Mianyang Telecom Customer Relationship Management

Customer Relationship Management (CRM) is a company-wide strategy.Successful CRM can enhance customer satisfaction and loyalty, thereby enhancingcustomer value. The telecom industry is facing severe competition, customer loss andcustomer debts etc. are now trouble them, so CRM is the preferred strategy for eachoperator.Combined with the theory of customer relationship management (CRM) and thefeatures of telecom industry, this paper analyzed and studied the application of CRM intelecom industry. This paper had a comprehensive analysis of Mianyang Telecom onmarketing and service channels, supporting system and operating difficulties, and byusing the method of SWOT, analyzed the favorable conditions in Mianyang Telecom forCRM, and discussed the Information Island problem and awareness in CRM. Based onthis study, the paper propose new countermeasures on strategic choice, phased program,channel positioning etc. Meanwhile, in view of the current stage of Mianyang Telecom'sanalysis system is not sound, analyzed the feasibility of using RFM model in MianyangTelecom and have had a preliminary test, this provide a simple customer managementmethods for Mianyang Telecom. The author hoped this paper has the help to Mianyangalso to Sichuan Telecom on management strategy.