Project Management On Mobile Customer Relation （4G Initial）project

With the advent of 4G,the market competition of China’s communications industry has entered a period of white-hot stage.China Mobile’s traditional network advantage gradually fade,but ushered in the blue ocean of 4G;China Telecom is starting its pattern of war by making good use of its wideband;China Unicom starts open up a precedent for BAT cooperation.Operators are eager for a fight to go out.The pattern of diversification allows China Mobile to face the biggest challenge ever.Through years of development,China Mobile recognizes the importance of services.In order to keep its own rapid development,China Mobile has begun to change the business philosophy a few years ago,make customer satisfaction as the first business objectives.Guangyuan mobile is also advancing with the times,the customer retention work as the focus of work unremittingly.After several years of efforts,Guangyuan Mobile has established a regular customer program to enhance the use of customer service to enhance customer satisfaction means,and will be based on the type of customer recommended different business.However,there is still a lack of mobile management staff to retain the work,there is no one system can immediately carry out data extraction and analysis,business prospects can only be based on customer marketing recommended marketing activities,which also can’t achieve true precision marketing and servicesThe research of this paper is to solve the current problem of Guangyuan Mobile.it use the relevant theory of project management and customer satisfaction to provide an executable and operational 4G early customer retention scheme for Guangyuan Mobile.The paper first summarizes the relevant theories and methods of project management,4G,and customer satisfaction,including the development,definition and domestic development of project management,and the status quo of China Mobile customers.On the basis of theoretical combing,this paper sets out the development of 4G early Guangyuan mobile 4G customers,builds a project team with customer retention,completes the establishment of these three goals,and through the project management scope management,human resource management,Quality management of the three main aspects of the project analysis,tracking and use,and ultimately the project management of the relevant theoretical knowledge into the 4G development,mobile company customer retention system to go.After more than a year of exploration and implementation,Guangyuan Mobile set up a customer management project team,established a customer to retain the closed-loop system,through the efforts of the entire team,Guangyuan mobile 4G in the early 4G user development all over aims.The construction of the project team,the completion of the project system for Guangyuan mobile customers to provide a practical reference.The implementation process and team building of this paper can provide some guidance for other enterprises in the telecommunication industry.