电信公司内部保存着大量的客户信息,如何有效的分析这些数据并通过科学合理的

客户细分为不同客户提供差异化的服务,提高客户的忠诚度,减少客户的流失,实现企

业综合竞争力的提升是电信公司亟待解决的重要问题。

本文采用案例研究的方法,以SH电信公司为研究对象,结合相关理论研宄并针对

SH电信公司的客户特点,设计更具计对性和可操作性的SH电信公司客户价值评价指标

体系,在基于客户价值评估的基础上给出SH电信公司的客户细分方法,最后提出基于

客户细分的差异化服务策略,结合SH电信公司的实际情况有针对性地开展客户服务管

理工作。本文的研宄结果对于SH电信公司的客户关系管理具有较高的参考价值,同时

也可为其他类似企业进行客户关系管理提供一定的借鉴。

关键词:电信企业;客户价值;客户细分;客户服务

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华东理工大学硕士学位论文

Customer Segmentation Research Based on the Customer Value Evaluation

of SH Telecom Company

Abstract

The telecommunications company internal saved a large number of customer

information, analysis of how effective these data and through scientific and reasonable

customer segmentation for different customers with different service, increase customer

loyalty and reduce the loss of customers, realize the enterprise competitive power is an

important problem to be solved by the telecommunication company.

In this paper, the method of case study to SH telecommunications companies for the

study. Combined with the theory research and the customer according to the characteristics of

SH telecom company, design more targeted and operability of the SH telecom customer value

evaluation index system,the customer segmentation method based on the customer value

evaluation is presented based on SH telecom company, and finally put forward the difference

service customer segmentation based strategy, combined with the actual situation SH telecom

company to carry out targeted customer service management. The research results of this

paper are higher for customer relationship management of SH telecom company reference

value, but also can provide a reference for other similar enterprises to conduct customer

relationship management.

Keywords: Telecom Enterprise; Customer Value; Customer Segmentation; Customer Service