Research On Customer Relationship Management Of A Telecom Company Under The Background Of Big Data

The Ministry of Industry and Information Technology’s "2022 Communication Industry Statistical Bulletin" shows that my country’s telecom business revenue will continue to maintain a relatively rapid growth rate in 2022.The telecom industry will continue to adjust its business structure to adapt to market development.Development momentum.The construction of new infrastructure,such as 5G and Gigabit,has been laid out in advance in business planning,and digital technology has also played a very good supporting role.The rapid development of big data technology provides more opportunities and challenges for telecom enterprise customer relationship management.Customer relationship management is the core of the company’s business.Through it,the company can realize the mining of customer behavior and preferences,the improvement of customer service quality,the optimization of marketing strategies,and the discovery of potential opportunities and risks.Its success is directly related to the company’s profitability and Long-term development.Therefore,using big data technology to improve the efficiency and quality of customer relationship management has become a challenge that telecommunications companies must face.The article selects A telecommunications company as a case,based on big data and customer relationship management related theories,and first uses the bibliometric method to statistically analyze the number of documents,citations,authors,periodicals,keywords and other indicators to reveal the correlation between documents and evolution trends,and then discover the hot spots,development directions and future trends in the research field;secondly,analyze the current situation and existing problems of customer relationship management under the background of big data,and propose optimization strategies.First of all,we analyzed the current situation of customer relationship management of company A,and understood how big data has an impact on customer relationship management of telecom company A;finally,through SWOT analysis,we found out the customer relationship management of company A under the background of big data.Strengths,weaknesses,opportunities and threats of relationship management.In addition,we take customer churn management as an example,and on this basis,deeply analyze the problems existing in A company’s customer relationship management.This study proposes an optimization strategy for A company’s customer relationship management problem.Including continuously upgrading the customer relationship management system,expanding business cross-border cooperation and exploring strategies in emerging business areas,strengthening data security and privacy protection,building an intelligent customer service platform based on the So Lo Mo model,and new customer relationship management strategies.By implementing these strategies,Company A will be able to make better use of the advantages of big data technology to improve customer relationship management,thereby improving customer satisfaction and loyalty,and enhancing the company’s competitiveness and market position.The conclusion of this study has important reference value for the optimization and improvement of A company’s customer relationship management.