Study On Optimization Of Telecom Customer Relationship Maintain & Management

Increasingly fierce market competition, China Telecom to accelerate the development of the whole business made a greater scale of the challenge to maintain the customer stock ownership has become one of the key tasks. The significance of this research is that, in the current competitive environment, how to maintain customer relationships using various types of theory, data mining theory, customer behavior analysis theoretical basis for a sound system of telecommunications companies to maintain customer retention, programs and systems, more good service to telecom operators, the greatest improvements in the network value of customers, reduce churn, to ensure operational efficiency.Chose to maintain optimal customer retention as a thesis topic, also in view of the author to maintain the unit in the customer retention there are many needs to be optimized for improvement in the use of the MBA program have learned during the study period, by learning to master the theory of management experience in academic experts will also maintain ownership of the customer into the business of relevant theory to optimize customer retention program.This paper draws on the theory based on customer life cycle, based on the value of customer segments demand theory, customer loss warning theory, from increasing customer loyalty, customer segmentation based on retention strategies to maintain differentiation, based on loss of customers to maintain early warning systems, telecommunications improve customer membership points system I described several aspects of the XX telecommunications companies to maintain customer relationship management ideas and design optimization. During the completion of this thesis, the author visited the unit where several important related functions, key management personnel of detailed interviews, record and understand their customer retention management practices and experiences, deep-level mining problems and prescribing solutions to made more reasonable and effective strategies and measures, and to learn from business, to maintain a follow-up business management system to maintain optimal basis.Through this program implementation in the enterprise, to a large extent for the optimization of customer retention management to bring results. Overall churn rate to control and mitigation, customer satisfaction improved to some extent, reduce the rate of customer complaints, while maintaining the various departments working in collaboration with the more streamlined. Author in the telecommunications industry have several years of practical business and management experience, was able to draw on the theory of XX Telecom's customer retention management optimization advice and get results, showing the importance of this research...