Shortcomings of Customer Relationship Management in China Unicom

The deficiency of China Unicom's customer relationship management is that the comprehensive service support system of China Unicom's customer relationship management is still in a relatively low stage from functional design and planning to data-based system. China Unicom's customer relationship management integrated service support system with data as the core is still in a relatively low stage, and China Unicom's customer relationship management integrated service support system with data as the core is still in a relatively low stage. There is a big gap in the design and planning of functions, the research and formulation of system structure and standards, advanced and complete information model, the ability to support intelligent network services and other new services, the consideration of system security, and the level of analysis and utilization of business information and customer information. But the biggest difference is that the business configuration, business guarantee, resource management and process management included in the CRM concept have not been included in the system at this stage. Improvement Measures On the basis of the existing system, China Unicom will continuously improve and perfect the functions of the service support system, and gradually evolve and build a comprehensive customer relationship management system. Realize the comprehensive support for all kinds of telecom business operations, provide customers with quality services and collect, analyze and mine customer information, and realize the basic statistics and information provision functions of business data information, so as to grasp the market operation dynamics in time and provide a set of modern technical means and scientific management means for better and more diversified services.