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The so-called differentiated services refer to the efforts to provide a variety of business applications in business development and promotion, which are provided for different needs of customersPersonalized serviceAnd tariff selection, which is a kind ofMarket segmentationOfmarketing strategy(Precision marketing).
The key to differentiated services is to have a correct grasp of the demand of the market segments.
Chinese name
Differentiated services
For
Different needs of customers
Attach importance to
Research on target market and subdivision of demand
Objectives
Meet the personalized needs of different target customer groups
(1) Differentiation strategy based on customer groups.According to the market situation and characteristics, on the basis of universal provision of basic communication services, and in accordance with the different characteristics and needs of different customer groups, provide feasible and extensive differentiated services.According to customer compositionGroup customersAnd individual customers. For group customers, we can provide customizedPersonalized serviceSo as to provide solution service and cross regional service without difference.
(2) Age based differentiated service strategy.It should be said that differentiation strategy based on the age of target customers is the best choice for operators;Customers of different ages have different needs and payment capabilities;Operators can develop different services and provide differentiated services to customers at different prices.
(3) Based on payment methods and business functionsDifferentiation strategy。The enterprise uses business andConsumption levelUsers are divided into the following categories: low-end users, high-end users, high-end users, and potential high-end users.Formulate different and adaptive tariff plans for different needs;For middle and high-end users, high-quality services can be attracted. According to the market demand of customers with different consumption habits, the minimum monthly rent package amount is separately formulated to provide these customers with more free choices and preferences.This relatively fair package will retain and further attract more middle and high-end customers to join.Low end customers can be attracted at a low price and provided with intelligent network supportPrepaymentAnd post payment, and timely introduce various tariff package plans.This will not only provide users with more service choices, but also stimulate the growth of the number of customers and calls, so that users can choose their own business according to their needs.
Service management
Announce
edit
According to the research of foreign institutions, enterprises that provide high-quality services are better than those that provide poor servicesReturn on salesNearly 100% higher.All enterprises that successfully implement differentiated services at home and abroad attach importance to and strengthen the scientific management of services.Scientific service management mainly includes customer serviceinformation management, customer service management, customer relationship management andCustomer value management。It can be said that customer service information management, customer service management, customer relationship management and customer value management shoulder the responsibility of "understanding customer service status, improving service, creating customer value and making customers satisfied".
