The Study On The Competency Model’s Construction, Verification And Present Situation Investigation Of Telecommunication Customer Relationship Manager

To study the competency model of telecommunication customer relationship manager is the paper’s purpose. This is to direct the telecommunication customer relationship manager recruitment and training. It have strong pertinence and important practical significanceThis research is on the basis of literature review. First of all, the research interviewed telecommunication customer relationship manager who were chosen as subjects by behavioral event interview (BEI). In the next place, the study used the open questionnaire to collect the competence factors of telecommunication customer relationship manager. Lastly, the study built the competency model of telecommunication customer relationship manager. According to the model, the researcher compiled the forecast competency self-evaluation questionnaire of telecommunication customer relationship manager. Then, the study used the exploratory factor analysis for the preliminary results, obtain the competency character project of the telecommunication customer relationship manager and compiled the formal competency self-evaluation questionnaire of telecommunication customer relationship manager, finally, completed the model validation.The following results of the study are induced:(1)The competency model of telecommunication customer relationship manager (CMTCRM) consists of7features:personal characteristics, communication abilities, customer-focused, language expression, marketing skills, business support, market-orientation, communication and coordination.(2)Due to inspect and verify the CMTCRM, the researcher made the self-evaluation questionnaire of telecommunication customer relationship managers’competency. It was developed with firm reliability and validity.(3)Based on the difference comparison of the competency factors of telecommunication customer relationship manager who are on the different demographic characters, it is found that the competence of telecommunication customer relationship manager has certain effect on gender, education background. There are no significant differences in the competence of telecommunication customer relationship manager about place of origin.