基于电信运营企业的服务探索及渠道运营优化
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摘要
移动互联时代背景下,手机业务、宽带业务、设备终端等业务需求成为联结电信运营商实体厅店与顾客的需求纽带,营业厅作为电信运营商对接客户的第一接口,其服务流程与渠道运营能力的优化程度将直接影响客户的服务体验与最终的消费选择。本文通过探索实体营业厅的运营背景及服务流程,对厅店布局及渠道运营优化建设得到了一些启示。
Under the background of mobile Internet era, the demand of mobile phone services, broadband services, equipment terminals and other services has become the demand ties for connecting telecom operators' physical stores and customers. As the first interface for telecom operators to connect customers, the business department's service process and channel operation capability will directly affect the customer's service experience and final consumption choice. By exploring the operational background and service process of the physical business hall, this paper has gained some inspirations for the layout of the store and the optimization of the channel operation.
Under the background of mobile Internet era, the demand of mobile phone services, broadband services, equipment terminals and other services has become the demand ties for connecting telecom operators' physical stores and customers. As the first interface for telecom operators to connect customers, the business department's service process and channel operation capability will directly affect the customer's service experience and final consumption choice. By exploring the operational background and service process of the physical business hall, this paper has gained some inspirations for the layout of the store and the optimization of the channel operation.
引文
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[8]林伟东.探讨如何提高电信渠道运营能力[J].信息通信,2015(5):256.
[2]何惠,冯任重.我国电信服务业与经济增长的相关性分析[J].经济理论与经济管理,2005(08):15-20.
[3]曾剑秋,袁野,张静.电信运营企业客户体验管理研究[J].北京邮电大学学报(社会科学版),2013,15(2):51-56.
[4]陈晟,兰祝刚,华国晖.网络转型驱动下的省级电信运营商管理运营变革策略[J].信息通信技术与政策,2018(06):84-89.
[5]董爽,梁雄健.基于价值网的电信运营管理模式探讨[J].价值工程,2006,25(10):33-35.
[6]林伟东.探讨如何提高电信渠道运营能力[J].信息通信,2015(05):256.
[7]马良.全业务时代如何做好渠道营销[J].中国电信业,2011(4).
[8]林伟东.探讨如何提高电信渠道运营能力[J].信息通信,2015(5):256.