Chengde Mobile Customer Relationship Management

After the reorganization and realignment of China Telecom industry, the competition between the telecom corporations has been shifted from comparative quality in the usage of network resource to differentiated quality of customer services. This is a new challenge for all of the service operators in terms of content, execution, quality, operation management and service quality awareness and so on. Customer Relationship Management (CRM) has become the effective way for companies to enhance their core business competition. Because the customer has become the most valuable resources for these telecom companies.In the paper, the author concentrated on competition environment of china mobile corporation in China telecom industrieso By the theory of CRM, he analyzed the existing CRM problems and reasons.In short, the CRM solutions are not simply an assembly installation process of the hardware and information system, but an continuous improvement of management vision and service reformation. The author pointed out it is very important to create the corporate culture of " Ultimate Customer Satisfaction", it is very necessary to understand the overhaul of operation management among all associates, and it is very essential to set up the service platform of the major customers, which is the main findings of this thesis.