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在即将确立的电信业竞争格局中,市场将由资费竞争转化为服务竞争。服务的重点是中高端客户。在原有的维系模式中,仅VIP客户能够享受客户经理的专职服务,而广大的有价值客户所享受的服务与普通客户没有区别。如此,一旦竞争升级,保有压力巨大。中国移动江苏常州分公司通过对现有服务资源的整合,创新客户综合维系模式,不仅保持了对原有VIP客户的高质量服务,并将这种服务推及至有价值客户,大大提升了高质量服务的覆盖面。电话经理服务模式不仅盘活了各类服务资源,而且真正实现了服务与营销的有机结合。新模式的建立,对于在新的竞争格局中进一步巩固和提升公司竞争力与影响力具有重要的作用。
In the forthcoming telecom industry competition pattern, the market will be transformed from tariff competition into service competition. The focus of service is in the high-end customers. In the original maintenance mode, only VIP customers can enjoy the full-time service of the account manager, and the service enjoyed by the vast number of valuable customers is no different from that of ordinary customers. So, once the competition is escalating, there is a lot of pressure to keep. Through the integration of existing service resources, China Mobile Changzhou Branch of the Company innovated the integrated mode of customer integration, which not only maintained the high quality service for the original VIP customers but also pushed the service to valuable customers, greatly improving the quality Service coverage. Telephone manager service mode not only has activated all kinds of service resources, but also truly achieved the organic combination of service and marketing. The establishment of the new model plays an important role in further consolidating and enhancing the competitiveness and influence of the Company in the new competitive landscape.