Study On Group Customer Support System Of China Mobile

With nearly ten years of continuous development of China’s telecommunications market,the competition between three major operators is becomming increasingly incentive. The public customers tends to be saturated state, the group customers become The first point of competition for three operators.How to keep and develop the group customer has become the research focus for three operators, to support group customers’ work has a significant role to enhance the group customers’ satisfaction.Cyber source is the core resource of the operators,is the lifeblood of the operators, who have a good grasp of the cyber source who will have significant competitive advantage.China Mobile has the world’s largest mobile telecommunication network, but always be lack of fixed network resources, access is the biggest problem for China Mobile.Getting fixed network license and the license of4G, China Mobile will focus on the development of group customers and domestic customers. At the state of the public clients reaching to saturation, the development of group customer service is very fast, China Mobile has more than300million group number of customers, About40%of the group clients are from China Mobile, customers of the group’s income has accounted for more than40%of China Mobile’s total revenue. China Mobile’s business income is from individual customers as the main income up ideas to pay equal attention to individual customers and group customers development. With the fierce market competition, China Mobile not only to protect the existing clients resources, should vigorously develop other customers, therefore, do a good job of group customer support work, establish and improve the group customer support system has become the first priorityThis study followed the combination of theoretical research and empirical analysis of the principle.At first, through literature analysis five problems of group customer support system for China Mobile is found. To discuss from the perspective of system.A good operation support system shall be equipped with the1T system,quality network, reasonable structure, reliable quality of service, efficient and business process. The analysis framework based on the above five factors, based on sufficient research, case and benchmarking analysis is used, analyze customer support system of China Mobile group deficiencies and problems in five aspects. Through an in-depth investigation on operators, the empirical method of group customer satisfaction factors is measured and analyzed, and the path coefficient and the key factors is drew, Customer response is the most important factor of affecting customer satisfaction, the second is to optimize the process and channel construction, the last is to optimize the quality of service and network quality. These are measured variables affect China Mobile group customer support system of customer satisfaction factors, five factors were ordered, build and improve the pertinence and maneuverability countermeasures and methods to guide the group customer support, which is another innovation point of this paper.On the basis of the Beijing mobile, analysis the problems of the construction of China Mobile from five factors.And then construct the structure equation model, based on the mutual influence between factors research, Ifind out the key factors,According to the feedback results from the sequence of1T system, organizational structure, service flow, service quality, network optimization recommendations are presented.