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随着移动互联网的高速发展和市场竞争的不断加剧,客户服务已成为增强企业核心竞争力的关键因素。客户感知作为客户使用电信业务和产品时情绪的直接反映,是广西电信近几年实施服务转型的关注重点。本文以客户感知价值理论为依据,构建广西电信服务转型战略框架视图,聚焦服务短板,制定服务转型目标,并系统规划服务转型举措及提升思路,探讨广西电信聚焦客户感知的服务转型理论基础和规划研究,打造广西电信客户服务的竞争优势。
With the rapid development of mobile Internet and increasingly intensified market competition, customer service has become a key factor in enhancing the core competitiveness of enterprises. Customer perception as a direct reflection of customers’ emotions when using telecommunications services and products is the focus of Guangxi Telecom’s implementation of service transformation in recent years. Based on the theory of customer perceived value, this article constructs a strategic framework view of Guangxi Telecom service transformation, focuses on service shortcomings, sets goals for service transformation, and systematically plans service transformation measures and enhances thinking, discusses the theoretical basis of service transformation of Guangxi Telecom focusing on customer perception, Planning and research to create a competitive advantage of Guangxi Telecom customer service.