Deyang Mobile Group Customer Value Analysis And Application Of Research

In 2009,China Mobile Communications Corporation(CMCC) got a profit of RMB $509.09 billion from the business of Communication Network , which got an increase of 13.2% compared with last year, and which took 60.4% income of the main business. At the same time, the local fixed telephone network revenue was RMB $135.68 billion, 14.4% down, with the proportion reaching 6.1% among the total income. At present, the domestic telecommunications operators are composed by China Mobile, China Telecom and China Unicom. As a leader in the communications field, China Mobile hold 75% of the market share, which result in China Mobile will become a focus and what's more, high-value customers will be more wealth in the opponent's eye's in the next market competition.In this paper, I take Deyang branch company of CMCC as an object for this study. On the status of China Mobile CRM, we find out the problems of the group of companies in valuation by Combining with the actual situation of the company, using the scientific tools to build a value analysis model. We aim to accelerate the growth of company's profit and enhance the competitive advantage of which make an available project of group clients server foundation for customer subdivision and make further improvement on the management condition of company. In the course of the study, I mainly take the form of theory going with practice, with the research focused on the innovation of CRM management concept based on information technology ,which the concept includ customer service systems, customer segmentation, customer value analysis, and business process. And during the research, theoretical knowledge, such as mathematical model, factor analysis, and motivation theory will be applied. In this paper, through the analysis of the characteristics of customer value in Deyang company. I also use PDCA cycle method to help my market research, and use SPSS, Statistical Product and Service Solutions software, to analyze large amounts of data. At last, we will establish a group valuation model suiting for Deyang Subsidiary of CMCC, and release a scientific assessment and market segmentation system. And on this basis it is formed a corresponding management system and service standards.