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1、中国联通衡阳分公司客户维系与挽留研究ABSTRACTAtpresent,themobilecommunicationprofessiondevelopmentisswiftandviolent,especiallyinsomebigormedia-sizedcities,theadditionconsumermarkethashastenedsaturated,thestoragequantityconsumermarketcompetitionisdaybydayintense.Ismaturedayaft
2、erdayalongwiththecommunicationmarket,developsandholdstakesoperator'stwobigsubjects,inthedevelopmentusermoreandmoredifficultsituation,themaintenancecustomer,enhancesthecustomervaluebecomesveryessential.Thecustomermassiveoutflowquestionalreadybecametherestric
3、tiontomovetheimportantattributewhichtheoperatorbenefitenhances,thestatuswhichthecustomerholdsbecamemoreandmoreimportant.Thisarticleattemptstoutilizetheservicemarketingstudy,thetelecommunicationclientmanagementcorrelationtheories,theoverallanalysissomemobile
4、communicationoperatorfacesthecompetitionsituation,thecustomertheconsequencewhichandthereasonandtheruletothenetsituation,creates,dividesthecustomerlifecycleintothepreventionstage,themaintenancestage,detainsthestage,andinthedifferentperiodfromthemarketing,the
5、service,managesthreeaspectstotaketheeffectiveactionseparately,theimplementationcustomermaintenancedetainsthework.Throughsystematic,theprojectworkflow,thedevelopmentmaintenancedetainstheworkcomprehensively,achievescanreducethecustomereffectivelytothenetrate,
6、reducesthecustomermarketingcost,thepromotioncustomervalue,thepromotionperformanceofenterprises,theenhancemententerprise'scorecompetitivenessfinalgoal.Believedthatsomeviewpointsandthepositioninthisarticlecanstrengthenthecustomerrelationsmanagementtotheteleco
7、mmunicationoperatortohavecertainreferenceandtoprofitfromthefunction.KeyWords：Chinaunicom;customermarketing;usersfromthenetwork;userstomaintainandretain5中国联通衡阳分公司客户维系与挽留研究学位论文原创性声明本人郑重声明：所呈交的论文是本人在导师的指导下独立进行研究所取得的研究成果。除了文中特别加以标注引用的内容外，本论文不包含任何其他个人或集体已经发表或撰写的
8、成果作品。对本文的研究做出重要贡献的个人和集体，均已在文中以明确方式标明。本人完全意识到本声明的法律后果由本人承担。作者签名：日期：年月日学位论文版权使用授权书本学位论文作者完全了解学校有关保留、使用学位论文的规定，同意学校保留并向国家有关部门或机构送交论文的复印件和电子版，允许论文被查阅和借阅。本人授权湘潭大学可以将本学位论文的全部或部分内容编入有关数据库进行检索，可以采用影印、缩印或扫描等复制手
