Research On Broadband Customer Value Management Of Shijiazhuang XZ Telecom Branch

In recent years,with the rapid development of China's economy and the continuous progress of society,China's data communication has made rapid progress and development,especially China Telecom can build a relatively perfect public data communication network in a relatively short period of time,which has laid a solid foundation for promoting the process of national economy informatization.However,with the continuous development of communication technology and fierce competition from other operators,customer resources have become the focus of competition for telecommunications enterprises.It is an urgent problem for telecom enterprises to identify valuable customers and grasp them comprehensively through customer value segmentation.Firstly,the thesis analyzes the industry background and the market development of the three major operators,and states the theory of customer relationship management,customer value theory and customer value segmentation,which laies a theoretical foundation for the research of customer value management of Shijiazhuang XZ Telecom Branch.Next,it makes a comprehensive analysis and research on the current situation of Shijiazhuang XZ Telecom Branch,including the company's basic situation,the company's customer management status and the company's problems in the customer management process.Then,the thesis establishes the evaluation model of telecom broadband customer value,and uses AHP to determine the calculation formula of index weight and customer value,as well as the segmentation method of telecom broadband customer value.Through in this thesis,we collect data and filter the data through questionnaire,and calculate the current value and potential value of each customer.Cluster analysis is used to help enterprises identify valuable customers and adopt different customer management methods for different customer groups,so that telecom enterprises can further improve customer service level,customer satisfaction and expand market share.In the end,the thesis puts forward the customer management suggestions and safeguard measures of Shijiazhuang XZ Telecom Branch,which have a certain practical significance in improving the comprehensive competitiveness of enterprises.