结合国内电信企业的实际情况,从企业文化、企业战略、管理模式变革和企业流程再造等方面深入分析了电信企业的客户关系管理、它的有利条件和制约因素,并对电信企业的客户关系管理给出意见,说明管理电信企业客户关系应注意的一些问题。 Combined with the actual situation of domestic telecom enterprises, this paper analyzes in depth the customer relationship management, its favorable conditions and restrictive factors of telecom enterprises from aspects of corporate culture, corporate strategy, management mode reform and business process reengineering, and analyzes the telecom enterprise’s customer relationship management Give opinions, explain some problems that should pay attention to manage the customer relationship of telecom enterprises.