Research On Hangzhou Mobile Customer Relationship Management

In recent years, the telecommunication operators become lastingly profitable, but increasingly competitive. The Chinese telecommunication operators’ business strategy is gradually shifting from the developing mode of scale benefits to the customers. How to establish the lastingly profitable customer relationship becomes the pursuit of operators’ important goals to achieve in the fierce competition of market environment.CRM(Customer Relationship Management) is a special kind of Management theory and practice, which is used to solve these problems. Compared with western countries, the Chinese telecommunication operators in terms of customer relationship management(CRM), also to a certain extent, exists a big gap. This needs us to learn more advanced ideas and methods of customer relationship management from western countries operators. At the same time, combining with the characteristics the Chinese telecommunication industry, we need to improve the CRM system of our country’s, to promote the service level of China telecommunication operators, to serve for the development of national economy.In this article, through comprehensive analysis, comparative study on the domestic situation of the CRM and management methods, especially the contrast of Chinese and foreign customer relationship management, reveals the gap between China and the western countries in the field of the telecommunications operators’ CRM. This article will develop the hangzhou mobile customer relationship management, and put forward some countermeasures and suggestions after learning from the success CRM experience of the foreign developed countries’ operators and combining with the reality of hangzhou mobile.