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介绍了我国电信运营商重组后电信企业在全业务运营的背景下客户关系管理发生的重要变化和存在的问题,以网通、联通公司融合重组后地市分公司为例,分析了全业务客户关系管理系统建设的背景和资源需求,提出了该系统设计开发思路以及相应模块实现功能的建议。
This paper introduces the important changes and existing problems of CRM in the context of full service operation after the reorganization of telecom operators in our country. Taking the combination of reorganized branch offices of China Netcom and Unicom as an example, this paper analyzes the relationship between full-service customer relationship Management system construction background and resource requirements, put forward the system design and development ideas and the corresponding modules to achieve the function of the recommendations.