任何企业的发展都离不开用户基础,能否满足客户需求是决定企业成败之关键。作为国民经济的基础性、战略性、先导性行业,通信行业经历了多年的摸爬滚打,具有了庞大的客户基础,也在实践中逐步形成了与行业特征、市场需求相符合的企业发展模式。然而,随着时代的进步和经济社会的持续发展,用户的生活水平在提升、消费观念在改变,需求更加多样化、个性化,这些都使运营商面临着前所未有的压力和挑战。粗放经营,攫取高额利润的大发展时代已一去不返;深壑高垒,在政府严格管控下形成的行业垄断地位已被撼动。步入“十二五”新时期,站在转型的十字路口,通信行业将何去何从?将形成怎样一种核心价值观去应对瞬息万变、日趋激烈的市场竞争形态?笔者以为,一言以概之,即创造超越客户期望的价值! The development of any business can not be separated from the user base, the ability to meet customer needs is the key to determining the success of the enterprise. As a basic, strategic and leading industry of the national economy, the communications industry has experienced years of frenzy and has a huge customer base. In practice, it gradually formed a business development that is in line with industry characteristics and market demand mode. However, with the improvement of the times and the continuous development of the economy and society, the living standard of users is rising, the concept of consumption is changing, the demand is more diversified and individualized, which makes operators face unprecedented pressure and challenge. The era of extensive development that has been extensively managed to seize high profits has gone forever; the monopoly of deep, high ground and industry under the government’s strict control has been shaken. Step into the new period of “Twelfth Five-Year Plan” and stand at the crossroads of transformation. Where will the communications industry go? What kind of core values ​​will form to cope with the ever-changing and increasingly fierce market competition pattern? In my opinion, , That is to create value beyond customer expectations!