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根据行业标准和内部管理需要,中国电信内部定义了诸多运营指标和考核指标,但这些指标是从企业运营管理角度来定义,对客户感知的影响程度没有进行分析,并不能确保能够针对性地提升客户感知和客户满意。本实践的目的在于探索电信移动产品的客户感知模型,建立基于客户感知的运营指标体系,以提供满足或超越客户期望的移动产品和服务,达到可持续发展的目标。
According to industry standards and internal management needs, China Telecom defines a number of operational indicators and assessment indicators, but these indicators are defined from the perspective of enterprise operations management, customer perception of the extent of the impact did not analyze, and can not ensure that targeted to enhance Customer perception and customer satisfaction. The purpose of this practice is to explore the customer perception model of telecommunication mobile products and set up an operating index system based on customer perception so as to provide mobile products and services that meet or exceed customer expectations and achieve the goal of sustainable development.