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当前,在国内电信市场,随着竞争的日益加剧,无论是移动运营商还是固话运营商都正在面临严重的客户流失问题,客户流失已成为他们集中精力处理的最重要的问题之一。本期《通讯世界》与中国电信股份有限公司广州研究院联手,共同打造“通信行业转型时期如何进行客户保持?”专题,从深入分析造成电信运营商客户流失的具体原因入手,帮助运营商重新了解自己的客户,进行更有针对性的客户市场细分,同时盘活企业内部客户反馈信息和经营数据,改进公司结构和流程,以制定出切实可行的客户保持策略,使得电信运营商在面对令人头痛的客户流失问题时不再束手无策。希望本期专题能够为国内电信运营商制定自己的客户保持策略提供参考和借鉴。
Currently, in the domestic telecommunications market, as the competition intensifies, both mobile operators and fixed-line operators are facing serious customer churn problems. Customer churn has become one of the most important issues they focus on. In this issue, “Communication World” teamed up with China Academy of Telecommunications Guangzhou Research Institute to jointly create the topic of “How to keep customers in the transition period of communications industry ?,” starting with the analysis of the specific reasons for the loss of telecom operators’ customers and helping operators to renew Understand your customers, conduct more targeted customer segmentation, and revitalize internal customer feedback and operational data, improve company structure and processes, to develop a practical customer retention strategy, enabling telecom operators in the face of Troubled customer churn is no longer at a loss. Hope this issue can provide reference and reference for domestic telecom operators to formulate their own customer retention strategy.