Chinese Telecom Enterprise Customer Relationship Management

Today, with the rapid development of the telecom industry, China telecom operators have had to face to fierce competition in the home market and the world market. The direct competition among the telecommunications enterprise is the contention around the customers, especially the contention around the VIP is fiercer and fiercer. In order to meet customer's demands, it is the transition goal of the telecommunications enterprise to set up integrated and unified the management mode of customer oriented for marketing, sale and service. The theory of Customer relationship management (CRM) exactly becomes the guide basis of transition mode for telecommunications enterprise. Because there are many difficulties with the CRM implement and to solve problems of VIP management are badly needed, the proposals is presented to implement CRM as the cutting point to all-side introduce CRM.This thesis has summed up CRM and relevant theory at first. Then it analyses inevitability and difficult to implement CRM in the enterprises of China Telecom and states clearly that introduction of CRM is a cutting point to all-side introduce CRM. Finally, this thesis, from IT products angles, designs the application solution of VIPCRM, and give the requirement of subsystem functions of VIPCRM. The application solution realizes the identification and analyses to VIP, and the flow automation and intelligent of dealing with the marketing, sale, service and eventThis thesis, combining CRM theory and requirement of VIP management in the telecommunications enterprise, can offer the theoretical and practical reference for China Telecom enterprise to implement VIPCRM system. This thesis can help telecommunications enterprise succeed in introducing VIP relationship management system.