中国电信“10000知道”经营模式分析

发布时间：2018-03-31 09:08

本文选题：10000知道　切入点：SWOT分析　出处：《北京邮电大学》2014年硕士论文

【摘要】：基于互联网、社会化媒体提高协同服务能力是中国电信“10000知道”发展的重点方向,目前“10000知道”平台建设才刚刚起步,想要依托互联网为客户提供个性化的服务,满足客户日益增长的需求尚属不易,还未实现互联网知识分享能力与营销能力的结合。研究“10000知道”当前经营模式,对于中国电信今后的客户服务知识管理系统建设及服务能力与营销能力的对接,可以提供一定的参考价值。本文共分五章。第一章简要介绍了互联网、社会化媒体兴起对中国电信传统客户服务模式提出的挑战及其发展现状,以及“10000知道”新型服务模式实施后的客户服务模式发展的展望。第二章从STP战略入手,梳理了“10000知道”发展现状,并运用4P理论研究了“10000知道”当前发展战略。第三章基于用户调研,研究了客户对“10000知道”的真实需求及其存在的不足,并运用波士顿矩阵、SWOT分析工具进行了竞争分析；第四章基于4C理论,提出从提高互联网模式下“10000知道”知识分享能力、构建知识管理体系、SEO等角度改进当前经营模式的解决方案。第五章提出了“10000知道”未来发展方向及适用环境。
[Abstract]:Based on the Internet, social media to improve the ability of collaborative services is the key direction of China Telecom's "10000 know" development. At present, the "10000 know" platform has just begun to build, and it wants to rely on the Internet to provide personalized services to customers. It is not easy to meet the growing needs of customers, and the combination of Internet knowledge sharing and marketing capabilities has not been realized. Study "10000 know" the current business model, It can provide some reference value for the construction of customer service knowledge management system and the connection between service ability and marketing ability of China Telecom in the future. This paper is divided into five chapters. The first chapter briefly introduces the challenges posed by the rise of Internet and social media to the traditional customer service mode of China Telecom and its development status. And the prospect of customer service mode development after the implementation of "10000 know" new service mode. Chapter two starts with STP strategy and combs the development status of "10000 know". In chapter 3, based on the user investigation, the author studies the real needs of the customer to "10000 know" and their shortcomings, and analyzes the competition by using the Boston Matrix SWOT analysis tool. In the fourth chapter, based on 4C theory, it is proposed to improve the knowledge sharing ability of "10000 knowledge" under the Internet mode. The fifth chapter puts forward the future development direction and applicable environment of "10000 know".
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F626

【参考文献】