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2010年起,新疆移动提出了“保客户就是保市场”的总体市场发展思路,而各个分公司就这一发展思路所思考的问题主要集中在3个焦点:话务提升、有价值客户保有、营销模式转型。其中有价值客户保有重点就是高价值客户的保有,是三大焦点中的重中之重,因为如80/20/30法则所示,顶部的20%客户创造了公司80%的利润,高价值客户是通信企业利润的源泉,本文通过对新疆移动高价值分析后进行重新定位,对高价值客户的保有提出相应的策略,保持新疆移动公司高价值客户的忠诚度和在网粘性,从而为石河子移动公司创造价值。
Since 2010, Xinjiang Mobile has proposed the overall market development mentality of “protecting the customer as the insurance market”, and the problems that every branch of the company considers in this development are mainly focused on three focuses: traffic improvement, valuable customers Keep, marketing model transformation. Among them, the retention of valuable customers is the retention of high value customers, which is the most important of the three focuses. As the 80/20/30 law shows, the top 20% of the customers have created 80% of the company’s profits and high value Customer is the source of profit for communication enterprises. This paper repositions the value of Xinjiang Mobile after the high value analysis, put forward corresponding strategies for the retention of high value customers, maintain the loyalty and network stickiness of high value customers in Xinjiang Mobile, Mobile companies create value.