Social Media Environment Of Telecommunications Customer Relationship Management Research In China

In nearly a decade, the basic communication service gradually perfect, all kinds of application and communication terminal, and communications users constantly expanding, especially the rapid development of the emergence of a new generation of Internet technology, makes people give up the original mode of information dissemination. New technology makes the communication and information costs are lower, social network has been gradually changed from concept to reality, also makes the Internet based social media to rapid development.Telecom operators after recent years of rapid development, whether in the customer scale, network capacity, the type of business, service level and management level than in the past has made considerable progress, but with the emergence of various new technologies as well as a variety of new changes in the external environment and competition in the telecom operators. On the one hand, from the competition between domestic telecom operators, virtual operators and Internet companies on the other hand from a variety of customer and business competition, both to the telecom operators enterprise management, management and service put forward higher requirements. Customer relationship management (CRM) is as a telecom operators the vital part of service industry, its decision to the customer if we can bring more value, so in social media to bring the huge business change, how to do enterprise customer relationship management to adapt to changes in the environment and positive use of social media for business use, become the decision enterprise the key to the fate.This paper by social media related theory and the theory of customer relationship management (CRM), on the one hand, analyzes the characteristics and problems of Chinese telecom enterprise customer relationship management (CRM), on the other hand try to telecom enterprise social media forms and introduces the application situation and the effect of the simple analysis; Then again to other industries and enterprises of various forms of social media applications are studied, and then analyzes the social media application cases to find all forms of media application operational key points and use method, so as to bring into play the function of social media booster guide industry better customer relationship management in our country. In the end, will come to the conclusion that social media application methods and the customer life cycle management of customer relationship management, found in different customer life cycle stage of improving customer value, meet the demand of customer products and services, increase customer satisfaction and loyalty, in turn, extend the customer life cycle of social media application advice, hope for telecom operators to provide important reference of customer relationship management (CRM).