Sign: LC 635
Author: NguyenKim Thu
Major: Business Administration
Publishing year: 2010
Lecturer: Dr. Pham Thuy Hong
Content:
Research purposes:
Based on the analysis of telecommunication services business and assess the actual operation of customer relation management of Hanoi General Post Office, the paper discovers some strengths, weaknesses, opportunities and challenges, which offers some solutions to develop the system of customer relationship management (CRM). From that point, the paper recommends some ideas to satisfy customer requests, creating value for customers and maintain their loyalty, create long-term profitability and sustainability for the Hanoi General Post Office.
Contributions:
- Systemizing some theoretical issues to provide an overview of CRM.
- Analyzing and assessing the actual operation of customer relationship management in Hanoi General Post Office, outlining the advantages - disadvantages, opportunities and challenges in the current competitive environment as well as in future.
- Indicating new problems in the implementation of customer relationship management development of the Hanoi General Post Office on the basis of taking into account the general development trend of information technology and the other rivals’ strategies. This can be a useful document for strategic planning, business management of the sector.