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Research on application of Customer Relationship Management to telecommunication

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3 Author(s)
Xu Yongzhi ; Econ. & Manage. Sch., Heilongjiang Inst. of Sci. & Technol., Harbin, China ; Zhang Naiqiang ; Yu Haihui

Telecommunication operators in China are now facing intensifying competition since our country gradually opened this market. In order to improve their competitive edge, telecommunication companies put forward “customer-centered” mode of operation. In view of the commercial pattern, the paper puts forward ideas on Customer Relationship Management(CRM). Firstly, the paper analyzes the features of CRM in telecommunication field. Then it explains relevant technologies and theories on CRM. It mainly includes its concepts, workflow, service construction, function module, classification as well as key elements on CRM. Lastly, based on the situation, the writer, together with the operators of its branch companies, analysed and researched the overall framework of the system, system composition, function composition, the key technical aspects.

Published in:

Communication Systems, Networks and Applications (ICCSNA), 2010 Second International Conference on  (Volume:1 )

Date of Conference:

June 29 2010-July 1 2010

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