【作者】 崔军训；

【导师】 林齐宁；

【作者基本信息】 北京邮电大学 ， 工商管理， 2008， 硕士

【摘要】 本文试图运用管理学知识,从以下几个方面论述目前固网电信运营企业所面临的固定电话用户流失问题。如何对固定电话用户的流失进行预警,并通过各种营销手段提前进行用户保有,避免用户流失,对固网运营企业的发展有着十分重要的意义。本文从电信领域竞争环境分析入手,运用SWOT分析法、PEST分析法和组合分析法等多种手段,分析竞争环境,分析客户流失现状,根据客户业务量的变化、竞争对手的营销活动和宣传、竞争对手能力建设情况和进度、城市拆迁、到期客户协议、客户的投诉频度和内容提出六种客户流失预警标准;并通过上述预警标准信息进行分析和管理,制定客户流失管理策略,有针对性地提出应对策略。更多还原

【Abstract】 This article attempts to utilize the management science knowledge, elaborates the fixed telephone user outflow question from following several aspects which the present solid network telecommunication operation enterprise faces.How carries on the early warning to the fixed telephone user’s outflow, and carries on the user through each marketing method to hold ahead of time, avoids the user outflow, has the extremely vital significance to the solid net operation enterprise’s development. This article from telecommunication domain competition environment analysis obtaining, utilizes the SWOT analytic method, the PEST analytic method and the combination analytic method and so on many kinds of methods, the analysis competition environment, the analysis customer outflow present situation, according to the customer business volume change, the competitor marketing activity and the propaganda, the competitor ability construction situation and the progress, the city relocation, the due customer agreement, the customer suit frequency and the content proposes six kind of customer outflow early warning standard; And carries on the analysis and the management through the above early warning standard information, the formulation customer outflow management strategy, has pointed proposes should to the strategy.更多还原