Sichuan Mobile Group Customer Value Assessment System Research

As the biggest telecom operator in China, the strength of China Mobile Communications Corporation(CMCC) is having more client resource when facing intense competition. How to manage clients, especially corporate clients, has become the key problem recently. Sichuan Mobile Communication Co. Ltd., which is wholly-owned subsidiary of CMCC, manages more than fifty thousand corporate clients. The way of managing corporate clients more efficiently is ascertaining the value of these customers.The paper set up customer value evaluation system from dimensions of contribution, attribution and influence, confirmed indicators and their weights by mathematical analysis methods, and finally established the model of corporate client value evaluation. Using the model can divide the customers into different grades, and make a subdivision of high-value customers with"contribution & attribution ratio". Then the customers are divided into four types: strategic customer(A), contribution-type customer(B1), potential-type customer(B2) and low-value customer(C).After identifying high-value customers, the paper expanded hierarchical management with corporate client from the view of diffservice and marketing.The aim of this paper is how to manage corporate client according to the value of client, not just make clear of it. The paper explained the contents of hierarchical management which further carried out marketing activities of resources matching and customer needs developing based on diffservice. It worked out service standards of different client grades and introduced the way to popularizing information products to high-value customers.The paper also introduced the factor of influence. The value of customer for company finds expression not only in currency but also in its social influence. The point of which enrich the understanding of customer value.Through the study of this paper, Sichuan Company can offer better service and informational products to its high-value customers. Sichuan Company can manage corporate clients better than before through more profit and closer relationship with customers.