精品文档---下载后可任意编辑中国移动集团客户支撑体系的讨论中期报告中国移动集团客户支撑体系的讨论中期报告摘要本讨论旨在探讨中国移动集团客户支撑体系的进展状况，分析其现有的客户支撑体系的构成、特点及存在的问题，提出优化的措施和建议。通过文献资料、实地调研和访谈等方法进行讨论，发现中国移动集团客户支撑体系存在信息系统不够完善、服务质量不高、客户反馈机制不够灵活等问题。通过对这些存在问题的分析，提出了加强信息系统建设、提高服务质量、优化客户反馈机制等措施和建议。同时，采纳 SWOT 分析方法对中国移动集团客户支撑体系的进展进行了分析，提出了与其潜在进展方向相符的战略建议。关键词：中国移动集团；客户支撑体系；服务质量；信息系统建设；SWOT 分析AbstractThe aim of this study is to explore the development status of China Mobile Group's customer support system, analyze the composition, characteristics and problems of its existing customer support system, and put forward optimization measures and suggestions. Through literature review, field research and interviews, it was found that China Mobile Group's customer support system has problems such as incomplete information system, low service quality, and inflexible customer feedback mechanism.Through the analysis of these problems, measures and suggestions such as strengthening information system construction, improving service quality, and optimizing customer feedback mechanisms are proposed. At the same time, the SWOT analysis method is used to analyze the development of China Mobile Group's customer support system and put forward strategic suggestions that are consistent with its potential development direction.Keywords: China Mobile Group；customer support system；service quality；information system construction；SWOT analysis
