發(fā)布時(shí)間：2018-03-31 09:08

  本文選題：10000知道　切入點(diǎn)：SWOT分析　出處：《北京郵電大學(xué)》2014年碩士論文

【摘要】：基于互聯(lián)網(wǎng)、社會化媒體提高協(xié)同服務(wù)能力是中國電信“10000知道”發(fā)展的重點(diǎn)方向,目前“10000知道”平臺建設(shè)才剛剛起步,想要依托互聯(lián)網(wǎng)為客戶提供個(gè)性化的服務(wù),滿足客戶日益增長的需求尚屬不易,還未實(shí)現(xiàn)互聯(lián)網(wǎng)知識分享能力與營銷能力的結(jié)合。研究“10000知道”當(dāng)前經(jīng)營模式,對于中國電信今后的客戶服務(wù)知識管理系統(tǒng)建設(shè)及服務(wù)能力與營銷能力的對接,可以提供一定的參考價(jià)值。 本文共分五章。第一章簡要介紹了互聯(lián)網(wǎng)、社會化媒體興起對中國電信傳統(tǒng)客戶服務(wù)模式提出的挑戰(zhàn)及其發(fā)展現(xiàn)狀,以及“10000知道”新型服務(wù)模式實(shí)施后的客戶服務(wù)模式發(fā)展的展望。第二章從STP戰(zhàn)略入手,梳理了“10000知道”發(fā)展現(xiàn)狀,并運(yùn)用4P理論研究了“10000知道”當(dāng)前發(fā)展戰(zhàn)略。第三章基于用戶調(diào)研,研究了客戶對“10000知道”的真實(shí)需求及其存在的不足,并運(yùn)用波士頓矩陣、SWOT分析工具進(jìn)行了競爭分析；第四章基于4C理論,提出從提高互聯(lián)網(wǎng)模式下“10000知道”知識分享能力、構(gòu)建知識管理體系、SEO等角度改進(jìn)當(dāng)前經(jīng)營模式的解決方案。第五章提出了“10000知道”未來發(fā)展方向及適用環(huán)境。
[Abstract]:Based on the Internet, social media to improve the ability of collaborative services is the key direction of China Telecom's "10000 know" development. At present, the "10000 know" platform has just begun to build, and it wants to rely on the Internet to provide personalized services to customers. It is not easy to meet the growing needs of customers, and the combination of Internet knowledge sharing and marketing capabilities has not been realized. Study "10000 know" the current business model, It can provide some reference value for the construction of customer service knowledge management system and the connection between service ability and marketing ability of China Telecom in the future. This paper is divided into five chapters. The first chapter briefly introduces the challenges posed by the rise of Internet and social media to the traditional customer service mode of China Telecom and its development status. And the prospect of customer service mode development after the implementation of "10000 know" new service mode. Chapter two starts with STP strategy and combs the development status of "10000 know". In chapter 3, based on the user investigation, the author studies the real needs of the customer to "10000 know" and their shortcomings, and analyzes the competition by using the Boston Matrix SWOT analysis tool. In the fourth chapter, based on 4C theory, it is proposed to improve the knowledge sharing ability of "10000 knowledge" under the Internet mode. The fifth chapter puts forward the future development direction and applicable environment of "10000 know".
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F626

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本文編號：1690063