在市场竞争日趋激烈的今天,越来越多的通信企业转向以客户为中心的管理经营模式。但是,国内很多通信企业的CRM实施并未取得预期效果,所以本文通过对通信企业实施客户关系管理战略过程中出现的一些问题进行分析,为国内通信行业实施CRM战略提供一些建议。 In the increasingly fierce market competition today, more and more telecommunications companies turn to the customer-centric management business model. However, the implementation of CRM in many telecommunication enterprises in our country has not achieved the expected results. Therefore, this article analyzes some problems that arise in the process of CRM implementation of telecommunication enterprises, and provides some suggestions for CRM implementation in China’s telecommunication industry.