The Study On CRM In Outsourcing Of TS Service Subscriptions

Beijing Teamsun Technology Co., Ltd.(called Teamsun for short below), a private hi-tech corporation, with two subsidiary companies listed in the stock market, mainly deals in IT service products, applied software development and systems integration and value-added distribution. How can Teamsun adapt itself to the ever more fierce market competition and the diversified demand for ITO.How can Teamsun open up an even broader market and have more loyal customers, increasing the corporation’s earning power and comprehensive competitiveness.How to develop into a win-win strategic partnership with contract-issuing parties.These problems are faced not only by Teamsun, but by many other outsourcing providers in China.This thesis studies Teamsun customer relationship management through analysis on the basis of systematical research on outsourcing theories and the market structure, business characteristics, operation models of ITO in China. First, this thesis analyzes the current situation of Chinese ITO, especially that of Teamsun; then, this thesis makes a further study on the main problems existing in Teamsun ITO, and based on the results of analysis, in connection with customer relationship management theories, and points out that Teamsun ITO should establish an independent department to manage its customer relationship, to plan on the whole the negotiation and communication strategies for different departments, thus reinforcing contract-issuing parties’degree of trust and loyalty in Teamsun, winning over more loyal customers and establishing with them co-operative partnership, and maximizing bilateral benefits.This research certainly has some reference values for domestic ITO providers to manage their customer relationship...