Telecommunications Enterprise Project Management, Applied Research,

After quick development, the telecommunication business made a good progress in recent years. Some problems are also exposed with it. For a long time, what the telecommunication enterprises have continuously kept is the service idea of taking the customer as the center. However, because the idea does not have actual competitiveness, this kind of service idea has not landed on feet. Through the large-scale reform and reorganization along with the telecommunication enterprise, it has formed six great businesses : China Telecom, China Mobile, China Unicom, China Tie tong, China Wang tong, China Wei tong , which make the market competition fiercer and fiercer . From the former monopoly market to the country's gradual open of the telecommunication market, the home-and-abroad telecom companies are beginning to enter the telecom market. Facing a changed development environment, enterprises have implemented intensive stratagem of development and regarded customer relationship as the core competitiveness, then customers become the key of victory in the fierce market competition. According to the survey data, the cost of acquiring new customers is six times that of maintaining an old customer. Because the enterprises are indifferent to customers and have not been able to meet their needs, the majority customers leave operation business. Therefore, practicing personalized marketing and services, improving customer's satisfaction and loyalty will directly affect the cost and sales. Because of more telecom operators, customer's options become broader.In order to achieve the change from product-oriented to customer-oriented and enhance the marketing and service capacity, Kunming Telecommunication Company has established its own customer relationship management system. To solve customer's problems that arise from the use of telecommunication products, provide different services to its clients and implement one-to-one marketing, customer service center of China Telecom has launched 10000. In the new competitive situation, 10000 turns into an important way of achieving customer information (demographic data, customer interest, consumption trends, consumption attitudes, consumption habits, consumption behavior, etc.). Through 10000 acquiring customer data, needs of the customers are sorted out, the better services and products than competitors are impelled in order to achieve Kunming telecommunication call center acquisition and maintaining to customer.Taking Kunming Telecom as an example, this paper firstly analyzes the actuality of acquirement and maintenance of customers to 10000 of Kunming telecom. Following presenting Kunming Telecommunication Company and 10000, introduce the introduction to the related theories of 10000, and then carry on the SWOT analysis to Kunming telecommunication 10000, and the analysis to Kunming telecommunication 10000 acquirement and maintenance of customers. After analyzing the questions and reasons of acquirement and maintenance of customers, it proposes the suggestions of acquirement and maintenance of customers.