4G时代,电信市场的竞争更为激烈,电信企业都在为维系存量客户而努力。客户关系已成为电信企业经营管理中不可或缺的制胜法宝。管理学和社会心理学的研究成果都表明,人们往往更愿意与自己关系密切的群体保持长期关系,而且许多顾客都非常重视与服务人员的关系。基于这样的情感关系,客户更容易信任与接受一线服务人员 In the 4G era, the competition in the telecom market is even more fierce. Telecom companies are all trying hard to maintain their customers. Customer relationship has become a telecom business management indispensable magic weapon. Both management and psychosocial research have shown that people tend to be more willing to maintain long-term relationships with their own close community and that many customers value the relationship with service personnel. Based on this emotional relationship, customers are more likely to trust and receive front-line staff