随着市场竞争的日趋激烈,竞争对手间围绕产品、服务的竞争手段越来越多元化,而电信企业固有客户群体的购买形式、购买特点、购买心理及所在产业环境也发生了很大变化:客户接受服务的意识越来越强,对服务的要求也越来越高。这就需要电信企业 With the increasingly fierce competition in the market, the competition means of competition among competitors and products are more and more diversified, and the purchase form, purchase characteristics, purchasing psychology and the industrial environment of the inherent customer groups of telecommunication enterprises have also undergone great changes: Customer awareness of the growing acceptance of the service requirements are also getting higher and higher. This requires telecommunications companies