电信科学 ›› 2009, Vol. 25 ›› Issue (11): 28-31.doi: 10.3969/j.issn.1000-0801.2009.011.011

• 专题：全业务发展与营销 • 上一篇    下一篇

全业务运营下中高端客户关怀与维系

全波,李辉娥   

  1. 中国电信股份有限公司广东研究院 广州 510630
  • 出版日期:2009-11-15 发布日期:2009-11-15

Customer Relationship Maintaining and Care for Mid and High End Clients in Full-Service Operation Environment

Bo Quan,Huie Li   

  1. Guangdong Research Institute of China Telecom Co.，Ltd.，Guangzhou 510630，China
  • Online:2009-11-15 Published:2009-11-15

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被引次数

24

摘要：

进入全业务运营时代，中高端客户争夺保有拉锯战愈演愈烈，中高端客户的保有与发展在当前尤显重要。本文针对中高端客户，按照全生命周期维系关怀的思路，通过生命周期各阶段策略以及贯穿于全生命周期的以利益增值、服务增值、形象增值三增要素设计的重点手段，对如何增强客户感知与黏性、减少流失、提高价值等热点问题进行探讨并给出建议。

关键词: 中高端客户, 全生命周期, 客户服务, 客户关怀, 客户维系

Abstract:

Today，the telecom industry is faced with fierce challenge.As entering full-service operation age，the war of competing for mid and high end clients between operators is getting harder and harder. This article presents how to execute the customer relationship maintaining strategies throughout the whole customer lifetime，and make the analyses of varied measures based on different periods in the life span，and discusses the customer care system from three aspects.

Key words: mid and high end client, customer lifetime, customer service, customer care, customer relationship maintaining

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