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随着全球电信开放大环境的形成，电信运营业竞争日趋激烈。在这一背景下如何赢得客户、拓展市场，如何通过提高客户的满意度及忠诚度来提升客户价值并扩大自身的收入及利润，已成为事关运营商生存和发展的关键问题。     

电信运营业客户全生命周期管理方法探讨

目前,客户全生命周期理论框架已经基本建立,但其实际应用却相对滞后。文章从电信运营商客户管理面临的实际问题出发,建立了电信运营业客户全生命周期管理模型,并通过对模型管理流程的介绍阐述了电信运营商客户管理应该遵循的原则。     

关于推动电信运营市场的健康发展问题

从中国电信运营业出发，探讨了发展中国家取得后发优势的理论和机制创新、电信运营业目前急待解决的问题、电信市场持续发展的推动力以及科学技术与运行机制的关系等。     

运用智能技术提升电信服务业客户感知

首先简要分析了电信服务业竞争环境和客户感知价值管理的定义,提出智能技术是解决客户感知价值管理的有效利器,并介绍了智能技术在电信客户感知价值管理中的一些应用;然后阐述了如何利用智能技术对信息资源进行客户感知分析;最后探讨了如何实施提升客户感知价值的智能应用.     

电信运营企业客户资产价值的探析研究

随着我国加入WTO和电信业的分拆重组,电信企业之间的竞争日趋激烈,如何管理客户资源已经成为电信各大企业研究的重要课题本文就是从客户资产着手,并对客户资产价值进行了量化研究.     

加入WTO后我国电信运营业面临的挑战及对策

一、电信运营业面临的国际竞争不会很严峻加入WTO对我国电信运营业竞争冲击的大小,取决于两个因素：一是国内电信市场对外开放的程度;二是主要电信运营企业的国际竞争能力。在这两个因素中,国内电信市场对外开放程度起到的是门槛作用。（一）电信市场对外开放程度有限电信运营业对外并放程度主要根据三个国际协议：（1）1994年关贸总协定各成员国达成的《服务贸易总协定》;（2）《服务贸易总协定》之《电信服务附录》;（3）1997年2月部分WTO成员国达成并签署的WTO《基础电信协议》。这三个协议确定了电信服务贸易必须遵循的一般原…     

创造电信运营企业服务品牌的思考

服务品牌竞争，是我国电信运营业市场的焦点和发展趋势，创造中国电信运营企业服务品牌是适应国际化竞争的需要。本文探讨创造中国电信运营企业服务品牌的必要性、内涵和主要措施。     

加入WTO对我国电信运营业有利无弊

经过十几年的努力,我国加入世界贸易组织（WTO）已成定局。WTO的一个重要内容就是电信业务市场的开放。业界对此议论纷纷：电信业务市场的开放对我国是好事还是坏事？我国的电信企业能够经受西方电信集团的冲击吗？我国进入WTO以后,电信运营业将会遇到什么新的问题？我国电信运营业的管制、电信企业的运营应采取什么样的对策？这一切问题都急需回答。对我国电信运营业没有任何冲击首先,在加入WTO以后,我国电信运营业所面临的形势与生产制造业是完全不同的。对于生产制造等行业来说,在加入WTO后,许多外国产品将进入我国市场,在…     

入世后电信运营业和设备制造业的技术应对策略

根据入世后我国电信运营业和设备制造所面昨的新形势，就我国的电信运营业和设备制造业如何抓住机遇，迎接挑战，提出了几点建议。     

电信企业员工e-Learning学习模式

1998年，以信息产业部成立为标志，随着邮电分营和电信重组的深入进行，我国电信业积极推进以政企分开、破除垄断、引入竞争为主要内容的改革，管理体制、运营机制、市场格局都发生了质的变化。电信运营业由一家独大到分割重组多家，形成了“4 2”的竞争格局，运营业三大上市公司也均进入了《福布斯》全球500强公司之列。但是在取得长足发展的同时，我国电信业也存在着危机。各大电信运营企业由于剥离重组等原因，整体实力均有所下降；迫于市场竞争压力的加     

电信服务营销渠道转型的必要性

分析了电信企业服务营销渠道的特点、旧有的服务营销渠道模式和存在的问题以及今后电信业和市场等方面发展的新需求，对电信服务营销渠道转型的必要性进行了探讨和研究,同时提供了一个可供参考的服务营销渠道价值评估体系架构,从量化服务营销渠道对电信企业贡献价值的角度论述了服务营销渠道转型的必要性。     

Three keys to developing and integrating telecommunications servicemanagement systems

With the deregulation of the telecommunication industry in Europe and the United States, communication and information services (e.g., multimedia entertainment services, educational services) are being increasingly delivered across value chains of network, service, and value-added service providers. The benefit of such interoperable services is the provision of “one-stop shopping” in which “tailored” services are delivered without their customers dealing with the multiplicity of underlying telecommunication services and network providers. The difficulty with such delivery chains is the complexity of managing these services across the different provider organizations (i.e., across both administrative and technological domains). These difficulties include achieving an understanding of business process across the organizations and the heterogeneity of the components to be (re)used to support these business processes in the organizations. This article examines three crucial elements in ensuring successful and flexible development of such service management systems-namely, a development process which is customized to support management system component development and component reuse; the development of business models capable of representing the underlying business processes for these systems; and an integration strategy designed to assist the flexible and timely cooperation of these management components both within a single organization (single administrative domain) as well as across organizations (multidomain)     

Analysis of the Evolution and Influence on the Industrial Value Chain in Telecommunications

This paper discusses the evolution of telecommunication industrial value chain （TIVC）, analyzes the influence of technical innovation and customer demand on TIVC, and establishes the model. The appearance of the circuit switching technology and packet switching technology together with the diversity of the demand of customers change the structure of TIVC, causing vibration in value creation and distribution systems. With changes of the TIVC, enterprises in the chain will accordingly alter their business models, products （services） and the internal organizational structures. All these changes will lead to the reconstruction and optimization of the TIVC, and consequently, promote the development of the telecommunication industry.     

Clustering analysis of telecommunication customers

In this article, a clustering method based on genetic algorithm (GA) for telecommunication customer subdivision is presented. First, the features of telecommunication customers (such as the calling behavior and consuming behavior) are extracted. Second, the similarities between the multidimensional feature vectors of telecommunication customers are computed and mapped as the distance between samples on a two-dimensional plane. Finally, the distances are adjusted to approximate the similarities gradually by GA. One advantage of this method is the independent distribution of the sample space. The experiments demonstrate the feasibility of the proposed method.     

Telecommunication Business Model in the Internet Era

The Internet is the best practice of Next Generation Network (NGN). One goal of NGN is to change the telecommunication network from a "monopolized and closed" one into a "competitive and open" one. The network service providers will offer high-quality, low-cost and colorful services while the traditional telecommunication operators will gradually develop into the network access providers and not directly participate in any specific service. In the service-dominated future, the telecommunication industry will be horizontally integrated with other active industries, such as consumption, entertainment and shopping, into an open, distributed and operable win-win ecological chain. In the new win-win situation, the users will be the biggest beneficiary.     

电信运营商开展IT外包服务转型业务的研究

本文针对电信运营商现状,运用国内外行业标准和最佳实践,综合分析了IT外包服务转型业务的特点和运营需求,并结合电信运营商的实际情况,提出了电信IT外包服务转型业务的体系架构和关键技术.     

电信ICT转型业务运营体系的研究

随着电信市场竞争日趋激烈,传统电信运营商需要向综合信息服务提供商转型,而大力开展ICT(信息通信技术)业务为转型重点.本文针对电信运营体系现状,运用国内外行业标准和最佳实践,综合分析了ICT转型业务的特点和运营需求,结合电信运营商实际情况,提出了电信ICT转型业务的运营体系框架和重点.     

我国移动数据业务运营模式的研究

随着移动通信的发展,移动数据业务日益受到全世界的关注,尤其在语音业务增长乏力、用户市场竞争激烈的情况下,发展移动数据业务对运营商来说无疑是吸引用户和提升ARPU值的有效途径。正是基于这样的行业背景,来研究我国目前几大运营商对于移动数据业务的运营模式以及其中存在的问题。     

Fixed and mobile service convergence and reconfiguration of telecommunications value chains

The value chain model serves as a proper analytical tool of industry processes, particularly under rapidly changing telecommunications environments. This article attempts to provide a better understanding of the convergence between the fixed and mobile telecommunication industries by investigating changes in the value chains. Specifically, this article develops a new type of fixed-mobile convergence value chain, and highlights the importance of content and application providers in the new value chain. Some examples of fixed and mobile service convergence in Korea are discussed, and these confirm progress in fixed and mobile convergence, and reconfiguration of value chains.     

电信行业统一客户视图研究

统一客户视图是电信行业实施精准营销战略的基础与保障,因而国内各电信运营商纷纷将其建设提上日程,然而却缺乏相应理论与经验指导。文中以国内某电信运营商统一客户视图建设经验为依据,在业务层面阐述了统一客户视图的相关理论基础,并重点分析了统一客户视图的实现模式,以期对电信行业统一客户视图的建设提供参考与帮助。