A电信分公司宽带存量客户的维系管理优化研究

发布时间：2018-02-13 09:35

本文关键词： 宽带客户维系管理营维一体差异化服务预警维系　出处：《浙江理工大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着宽带市场的竞争日趋激烈,一直在宽带市场处于主导地位的中国电信,也面临着巨大的客户流失压力。在激烈的竞争环境下,实现客户的成功维系将是赢得竞争的一项重要能力,存量客户的维系保有已成为重点。而本文所研究课题的意义就在于,在当前的严峻环境下,如何利用相关理论依据,结合工作实际,帮助完善电信企业宽带存量客户维系保有制度和体系,提升在网客户的价值,降低客户离网率,从而确保企业的效益。本文通过数据分析、深入访谈等方法,对A电信分公司目前宽带存量客户的维系管理进行了研究和分析,总结得出目前维系管理方面存在的几项问题;同时,本文借鉴了客户关系管理、客户生命周期理论、客户细分理论、客户流失预警等相关理论,并将理论指导与工作实际相结合,进而从公众客户、政企客户、预警维系等方面提出一系列关于客户维系管理的优化解决方案。通过本文方案在企业中的实施,为企业在宽带存量客户维系方面带来一定的效果。企业整体的客户离网率得以有效控制和减缓,宽带业务的续包率呈稳定上升趋势,同时,各部门在客户维系保有工作的协同配合上也更加理顺。因此,本文所得结论对同行企业关于维系管理的研究具有一定的参考价值和借鉴意义。
[Abstract]:With the increasingly fierce competition in the broadband market, China Telecom, which has been playing a leading role in the broadband market, is also facing enormous customer drain pressure. The success of customer maintenance will be an important ability to win the competition, and the maintenance of stock customer has become the focus. The significance of the research in this paper lies in how to make use of the relevant theoretical basis in the current severe environment. Combined with the actual work, it helps to improve the maintenance system and system of broadband stock customers in telecom enterprises, enhance the value of customers in the network, reduce the rate of customers leaving the network, and thus ensure the efficiency of the enterprises. This paper, through data analysis, in-depth interviews and other methods, This paper studies and analyzes the maintenance and management of current broadband stock customers in A Telecom Branch, and concludes several problems existing in the maintenance management at present. At the same time, this paper draws lessons from customer relationship Management, customer Life cycle Theory, Customer segmentation theory, customer churn warning and other relevant theories, and the combination of theoretical guidance and work practice, and then from the public customers, government and enterprise customers, This paper puts forward a series of optimization solutions about customer maintenance management, such as early warning maintenance, etc. Through the implementation of this scheme in enterprises, It can bring certain effect to the maintenance of broadband stock customers. The overall customer disconnection rate of the enterprise can be effectively controlled and slowed down, and the rate of continued packets of broadband services shows a steady upward trend, at the same time, Therefore, the conclusions obtained in this paper have certain reference value and significance for the research on maintenance and management of peer enterprises.
【学位授予单位】：浙江理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626;F274

【参考文献】