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本文在应用战略管理理论、客户关系管理理论在分析我国电信企业实施CRM现状、发展趋势以及实施中所遇到的问题的基础上，结合公司的发展现状，对公司实施CRM进行了战略规划研究，以期可以推进我公司的客户关系管理系统的建设，从而达到提高公司核心竞争力的目的，同时也希望能对其他的•电信运营商有一定的借鉴意义。由于本人对客户关系管理理论理解的还不够透彻，在文章中还存在很多不足之处，有待于我在今后的工作和学习中进一步研究探讨。以###移动公司的客户为研究对象，深入分析目前存在的问题，以客户关系管理为着眼点，运用理论和实践相结合、定量和定性相结合、国内外比较等研究力一法，研究了实施客户关系管理中最核心的价值评估、客户细分、客户关系管理策略和信息管理系统等问题。

首先是理论综述，对客户关系管理相关理论进行了研究和分析。

接着，认真分析了###移动公司集团客户工作中存在的问题，总结出影响集团客户工作高效开展的深层次原因。

代写硕士论文第三，分析研究集团客户的价值评估和细分问题。提出了根据客户价值细分集团客户的思路和方法。

第四，详细研究了公司客户关系管理的策略。

关键词：移动通信，客户关系管理，客户价值

Abstract

How to improve customer satisfaction and loyalty, improve customer value and expand their revenue and profits and other issues have been unprecedented for the various telecom operators pay attention to it. http://www.51lunwen.com/master_degree.htmlRecently, various operators around the competition for large customers can fully illustrate this point. Because of the total customer a few large customers for telecom operators to bring the major revenue and profit, the new operators to enter the competition, the first will look at the incumbent operator's existing focus on large customers, the absence of some big clients be incumbent operator attention, are often easily be the new operator with better service or services that promise to attract in the past, leading the market share of incumbent operators in sharp decline. It can be said to customers, especially the struggle for large customers, has become the focus of telecom operators to compete. The major carriers address this issue, have carried out institutional reforms, established a large customer service department for the original marketing department, customer service functions and positioning are further improved. Based on the above this understanding, a new management concept and the technical means, that the concept of CRM, the latest domestic telecommunication operators.

In this paper, application of strategic management theory, customer relationship management theory in the analysis of the telecommunications companies to implement CRM status, development trends and problems encountered in the implementation based on the combined company's development situation, the company conducted a strategic planning the implementation of CRM research, with a view to promoting the company's customer relationship management system construction, so as to enhance the company's core competitive ability, but also hope for other telecom operators 

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