Study, Based On Customer Loyalty Management, Customer Service Strategy

As domestic telecom develops, the situation of market competition and the monitoring of market make the mobile telecom market more complex. Meanwhile the market becomes more open and it results in the engagement of outside capital from other domestic telecom carriers, foreign telecom carrier and private. The environments adaptive to telecom competition after entry to W.T.O. and the competitive concepts and way are changing little by little.Customer retaining becomes the focus of china's market competition currently and in the future. The study of improving customer loyalty, reducing customers leaving rate and retaining high-value customers and corporate customers, play an important role in the development of china's telecom enterprise.Referring to the environments of serious competitive market, the study is practical and analyses from the points of the current situation of china mobile and further points out the change of competitive concept and competitive strategy concept. And the study shows how china mobile stimulate customer service, particularly how to improve customer satisfaction and loyalty based on the concerning theory of customer loyalty management.The article study and design VIP customer loyalty and service management from the point of market segmentation, and service modification. Through further segmentation of thinking model, target management is taken. It studies the service strategy towards high value customer in detail and reflects the directing spirits and design principle of most value customer to maximum extents. It needs special attention to value-added service other than core service quality.At the end of article, it starts from the point to make sure effectiveness of each circle of whole system, and put forward the importance of establishing service culture and internal sale tactics of passing over the procedure. The concept and application plan contributes to improvement of service quality under current situation.