随着我国电信业改革的进一步深化,电信市场的竞争日趋激烈,单纯的价格竞争已无法最终赢得市场,必须从服务的内容、方式、意识提高客户的忠诚度,从现代信息化技术出发,阐述作者在通信领域工作多年对构建客户关系管理系统的一些心得、观点以及实施的思路。 With the further deepening of the reform of China’s telecom industry, the competition in the telecom market is becoming fiercer and fiercer. Price competition alone can not finally win the market. It is necessary to improve customer loyalty from the content, mode and awareness of service. From the perspective of modern information technology, Author in the field of communications for many years to build customer relationship management system, some ideas, ideas and ideas for the implementation.