联系我们

论文查询结果	返回搜索

论文编号：	13725
作者编号：	2320200291
上传时间：	2022/12/7 18:51:22
中文题目：	Y安全公司电信运营商业务客户关系管理研究
英文题目：	Research on Customers Relationship Management of Y Security Technology Firm in the Business of Telecom Operators
指导老师：	任星耀
中文关键字：	网络安全；客户关系管理；电信运营商业务
英文关键字：	cyber security; customer relationship management; the business of telecom operator
中文摘要：	摘要 网络安全是关系到国家安全和主权、社会稳定的重要问题。随着全球信息化进程加快，网络安全成为国家安全的重要组成部分，与很多其他行业的安全都密不可分。伴随云计算、大数据、5G等新兴技术的迅速发展，网络信息安全需要防护的内容不断增加，也为网络安全市场打开了增量空间。Y安全公司是中国网络安全软件领域的头部企业，根植于电信运营商业务，三家运营商各集团公司成员企业众多，包括专业子公司及全国31个省（自治区、直辖市）公司及下属地市分公司。近几年，Y安全公司在发展金融、电力、政府等行业业务的同时，忽视了电信运营商行业的特殊属性及当前环境下的业务变化，导致目前在电信运营商业务客户关系管理上存在诸多问题，例如客户关系数量有待增长、客户分级管理与服务能力一般以及部分客户忠诚有所下降等。因此企业需要通过加强客户关系管理，尽快实现存量项目的稳固经营及安全标准产品新市场的开发，对提升Y安全公司在电信运营商行业的客户规模及赢得新市场份额出具切实可行的策略。 本文以客户关系管理理论为基础，以Y安全公司为主要研究对象，对其面临的环境进行分析，主要包括所在行业的发展现状及前景分析、公司电信运营商业务概况、竞争对手分析及SWOT分析四个部分，阐述其在客户关系管理中存在的问题。本文认为Y安全公司应当把握当下市场发展的良好态势，依托在电信运营商行业多年的客户积淀，加速解决公司在电信运营商客户关系管理中的现存问题，最终达成现有存量业务份额的保有和增长，并拓展安全标准产品新市场的目标。首先，要加强目标客户开发能力，并对现有客户进行二次开发，实现客户关系数量增长。其次，需收集完善客户信息，优化客户分级与提供差异化响应服务。再次，加强沟通精准满足客户核心需求，同时做好客户满意度监测并建立奖励忠诚机制，提高电信运营商客户的忠诚度。最后提出为保障各项策略的有效实施，需要从组织与制度、人力资源、信息安全与风险控制方面提供支撑保障。本文不仅对实现Y安全公司运营商业务的未来发展战略、提升Y安全公司竞争优势、扩大市场份额有着积极的意义，同时对网络安全业务在电信运营商行业的发展也具有良好的借鉴参考意义。
英文摘要：	Abstract Cyber security is an important issue related to national security, sovereignty and social stability. At present, with the acceleration of the pace of global information technology, cyber security is all over the place. With the rise of cloud computing, big data, 5G and other emerging technologies, the boundary of network information security continues to be weaken, and the security protection content continues to increase, which also opens a new incremental space for the cyber security market. Y Security Firm is a leader in the field of network security software in China, and rooted in the business of telecom operators. There are many member enterprises of each group company of the three operators, including professional subsidiaries, 31 provincial companies and subordinate municipal branches. In recent years, while developing the business of finance, electric power, government and other industries, it has ignored the unique features of the telecom operator industry and the business changes under the current economic environment, leading to many issues in the customer relationship management of the telecom operator industry. For example, the number of customer relationships needs to be increased; The customer's hierarchical management and service capabilities are average, and the reduction of some customers’ loyalty. Therefore, it is necessary for the enterprise to formulate feasible strategies on how to strengthen customer relationship management of telecom operators to realize stable operation in the established markets as soon as possible and develop new markets for security standard products, so as to enhance the customer base of Y Security Firm in the business of telecom operators and win new market shares. Based on the theoretical framework of customer relationship management, this thesis takes Y Security Firm as the main object of study. The author analyzes the environment that Y Security Firm is facing, including four parts: current situation and potential analysis of the industry, enterprise overview, competition analysis and SWOT analysis, and expounds the problems existing in customer relationship management. This thesis posits that Y Security Companies should grasp the good momentum of the market development, relying on years of customer accumulation in the business of telecom operators, seize the moment to accelerate to solve the existing problems in customer relationship management in the telecom operator business, and ultimately achieve the growth of existing market share, and expand the new markets of safety standard products. First of all, it is necessary to determine the target customers, strengthen the development ability of target customers, carry out secondary development of existing customers, so as to realize the growth of customer relationships. Secondly, it is necessary to collect and enrich customer information, optimize customer classification, strengthen customer classification management, Optimize customer grading and provide differentiated response services. Thirdly, it is critical to strengthen the communication and interaction with customers, enhance the communication on customer needs, pay attention to customer feedback, and strengthen emotional communication, so as to improve the loyalty of telecom operators, and achieve stable operation of existing business while consolidating the customer base for new market expansion. Finally, in order to ensure the effective implementation of various strategies, it is necessary to provide support from three aspects: organization and system, human resources, information security and risk control. This thesis not only has a positive significance for realizing the future development strategy of Y Security Firm in the business of telecom operators, improving its competitive advantage and expanding the market share, but also has a good reference significance for the development of cyber security in the telecom operator industry.
查看全文：	预览  下载(下载需要进行登录)