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| 论文编号： | 1500 | |
| 作者编号： | 2220070786 | |
| 上传时间： | 2010/1/18 16:09:38 | |
| 中文题目： | 北京电信行业客户服务体系研究 | |
| 英文题目： | Beijing telecommunication Organization customer service system research | |
| 指导老师： | 张金成 | |
| 中文关键字： | 北京电信，行业客户，客户价值，服务体系 | |
| 英文关键字： | Beijing Telecom，Organization customer，Customer value， Service system | |
| 中文摘要： | 随着社会的经济发展与技术进步，电信业务的发展正趋于数据化、移动化和融合化，电信运营商纷纷由传统的提供基础通信网络服务向提供综合信息服务方向转型。2008新一轮电信业重组的实施以及国家3G牌照的发放，使中国的电信业形成了中国电信、中国移动、中国联通三足鼎立的市场格局，三家电信运营商均已具备固定通信与移动通信全业务经营的能力与资质，市场竞争进一步白热化。 电信运营商要在全业务竞争中取得先机，行业客户市场是争夺的焦点，如何为行业客户提供全方位的综合信息服务，提升行业客户价值，提高行业客户的满意度，是摆在各家电信运营商面前极其重要的问题。 中国电信北京分公司（以下简称“北京电信”）自2002年成立时起就将市场定位聚焦到行业客户领域，初步建立起一套较为完整的行业客户服务体系，在过去的6年中取得了超常规的快速发展。而今面对电信服务市场全业务竞争的新局面，如何使行业客户的服务支撑体系上一个新台阶，为行业客户提供深层次的服务，从而在新一轮的市场竞争中取得先机，是新时期赋予北京电信的历史任务。 本文从客户感知价值与客户满意度的角度，阐述了在全业务经营的新形势下，北京电信如何构建更为有竞争力的行业客户服务体系，提出了以客户价值提升为中心，建立完善的售前、售中与售后的行业客户服务体系。 | |
| 英文摘要： | With the social and economic development and technological progress, the development of telecommunication services are becoming data-based, mobilized and integrative, which makes telecommunication service carriers transform their infrastructural telecommunication network into comprehensive information services. In 2008, the implementation of a new round of telecom restructuring as well as national 3G license issuance in China resulted into a situation of tripartite confrontation of China Telecom, China Mobile and China Unicom in the whole industry. Market competition is getting much hotter because the three telecom service providers already have full-service business abilities and qualifications in both ware-telecommunication and mobile telecommunication. If telecommunication service providers would like to take the preemptive opportunities in the whole business competition, they have to focus on organization customer market. Consequently, how to provide a full range of integrated information services to target customers and to enhance customer value and satisfaction become a critical issue placed in front of all telecommunication service providers. China Telecom Beijing Co., Ltd. (hereinafter referred to as "Beijing Telecom") has been focusing on the market of organization customers since its establishment in 2002, when a comparatively completed service system for organization customers was initially built up within the company. In the past six years, the company’s business has developed at an astonishing speed. Nowadays, facing the new situation of full-service oriented telecommunication market, Beijing Telecom has to take a new historical mission of establishing and developing its organization customer service supporting system into a new stage, in order to provide in-depth customer service, as well as to seize access opportunities in the new round of competition in the industry. This paper, in the customer perceived value and customer satisfaction point of view, expounds and discusses issues related to how Beijing Telecom build a more competitive customer service system in the full-service market, and proposes how to form a completed pre-sales, on-sales and after-sales service system for organization customers, which is focusing on enhancing customer value. | |
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