Research On Customer Relationship Management Of Loudi Mobile Branch Of Hunan

In recent years,4G(4rd Generation)networks have been widely used in the Chinese market.The development of China's communication technology has made the competition in the entire telecommunications industry in a process of constant change.The intensification of market competition has prompted major telecom operators to constantly change their markets.Development strategies to capture increasing market share in the telecommunications market,these fierce competitions are taking place in cities or regions,and most of the competition is around customer relationships,with the coming of the 5G era The existing competition pattern will undergo certain changes.The competition among the three major telecommunications companies is gradually intensifying.Loudi Mobile has faced competition from two other telecom operators,and its market position has also undergone significant changes,mainly in terms of its customer loss.In the aspect of customer management,the management organization structure is not perfect,the customer relationship management system is defective,and so on.It is necessary to improve its CRM mode under the multiple pressures of internal and external troubles.Therefore,the relationship management of the company's new and old customers is particularly important for establishing market competitiveness,and it is an urgent need for research by Loudi Mobile.Based on this,this paper first summarizes the overview and theory of customer relationship management,and expounds the basic situation of Loudi Mobile Company based on the theory of CRM,and through the current situation of customer management of Loudi Mobile Company and the market environment managed by Loudi Mobile Company.After analyzing,we can find that the market competition currently facing Loudi Mobile is becoming increasingly fierce,the industry advantage is gradually weakening,and the customer consumption concept is constantly changing.Then,this paper analyzes the existing problems of Loudi Mobile in customer management,and explores the bottom mobile In the CRM process,the value orientation of the customer is not clear,the customer segmentation is not accurate,the application of the customer data statistics results is not strong,the data processing analysis ability of the customer is weak,the internal management work of the customer department is not standardized,and the customer service level is relatively In the end,in the end,this paper puts forward the optimization plan of Loudi mobile customer relationship management for these problems,first establishes the principles and objectives of Loudi mobile customer relationship management optimization,and takes certain measures to redefine customer value and implement customer classification management.Upgrade customer relationship management System and the use of Big Data technologies and efficient handling of customer data,enhance customer service quality management and enhance customer service levels targeted.On this basis,in order to ensure the effective implementation of these measures,this paper further proposes to optimize the customer management organizational structure,build a vertical management system and implement a data-based operation mode,from the group customer department,customer service department,market sales.The Department and the Electronic Channels Department strengthened the construction of the customer management team.At the same time,it strengthened financial planning on capital investment and enhanced the company's local brand culture impact.Through these measures,Loudi Mobile can better promote the management of Loudi mobile customer relationship and lay the foundation for the long-term healthy development of Loudi Mobile.