题目中国电信企业客户关系管理的研究摘要随着当今日通讯业市场的竞争益激烈，其具体表现是产品价格、产品适用性和售后服务。通过对中国电信在各项管理方面的研究不难发现，客户关系的管理是其赖以生存的核心要素之一。以占领市场份额为出发点，尤其是在高端客户的争夺方面，中国电信继续转变管理模式，必须建立以客户为中心的新管理模式，要转变仅仅的靠产品为中心的占领市场的状况，这样才能在竞争白热化的当前市场情况下站稳脚跟，从而脱颖而出。本研究即以中国电信客户关系的管理为主线，以理论上分析为基点，对中国电信客户流失态势及流失的原因，并分析中国电信客户关系管理中存在的问题，针对中国电信客户信息管理混乱，缺乏服务化理念及客户信息资源过于分散的问题，文章最后提出客户关系管理的改进策略。关键词：中国电信；客户关系管理；客户流失ABSTRACTInordertocompeteforhigh-endcustomers,occupymarketshareandadapttotheneedsoffiercemarketcompetition,ChinaTelecommustestablishacustomer-centricmanagementmodelinsteadofaproduct-centricone.BasedontheresearchtopicofcustomerrelationshipmanagementinChinaTelecom,thispaperanalyzesthesituationandcausesofcustomerlossinChinaTelecom,andanalyzestheproblemsexistinginChinaTelecomcustomerrelationshipmanagement.InviewoftheconfusionofcustomerinformationmanagementinChinaTelecom,thelackofserviceconceptandthedispersionofcustomerinformationresources,thepaperfinallyputsforwardtheimprovementstrategyofcustomerrelationshipmanagement.Keywords：ChinaTelecom;Customerrelationshipmanagement;Clientloss目录诚信声明...................................................................................................................................I摘要........................................................................................................................................IIABSTRACT.........................................................................................................................III第一章绪论...........................................................................................................................11.1选题背景和选题意义...................................................................................................11.1.1选题背景............................................................................................................11.1.2选题意义............................................................................................................11.2国内外研究现状...........................................................................................................21.2.1国外研究现状....................................................................................................21.2.2国内研究现状....................................................................................................21.2.3文献评述............................................................................................................41.3可能的创新点...............................................................................................................4第二章电信客户关系管理相关概述..............................................................................52.1客户关系管理...............................................................................................................52.1.1客户关系管理的定义........................................................................................52.1.2客户关系管理的内涵................................................
