The Research In Optimization Of Customer Management For China Mobile In ChangSha

With the continuous deepening of China's mobile 4G,5G network is on the agenda.Traditional telecom operators mainly rely on manual operation mode can not meet the requirements of group customers.It is imperative to realize electronic,data and information operation of customer management,which also has an impact on the traditional telecom operators' organizational structure,internal operation,marketing and performance mode.This study will be of some reference value to Changsha Mobile Group's customer management research and similar telecommunication operators.This research takes Changsha Mobile Group's customer management as the research object.Through theoretical and literature research,it guides the writing structure and provides the foundation for this research.Through SWOT analysis,this paper analyses the strengths,weaknesses,opportunities and threats of Changsha Mobile Group's customer management.Combined with PEST analysis,competitor analysis and customer demand analysis,it expounds the macro and micro environment of Changsha Mobile Group's customers.Then,through the analysis of Changsha Mobile Group's customer management status,this study finds out the strengths of Changsha Mobile Group's customer management.There are man y problems in customer management of Shamo Mobile Group,such as disorder and extensive customer management,utilitarianism and formalization of business process,incomplete marketing system,unscientific evaluation index system,unreasonable application o f evaluation results and incompatible internal control measures.This study optimizes the customer management of Changsha Mobile Group,and puts forward feasible optimization schemes from the aspects of customer management mechanism optimization,business process optimization,marketing platform optimization and support platform optimization.In order to ensure the smooth implementation of the optimization scheme,this study also puts forward the working arrangement and implementation principles of the sche me,puts forward relevant safeguard measures in the aspects of organization,manpower and system,and explains the expected effect from the aspects of efficiency,customer satisfaction,employee enterprising consciousness and income improvement.The main purpose of this study is to further expand the market of Changsha Mobile Group in the future market competition.It has a certain reference value for the construction of group customer management of telecom operators in provincial capitals.This study analyzes the overall structure of group customer management,avoiding only studying group customers.Because of the limitations of household marketing and support system,this study is innovative in terms of topics and contents.