Supplementary information:
(1) Account Manager's main responsibilities: Responsible for the collection and analysis of market information. Carry out the related work of data service promotion. Study and analyze industries and their characteristics, form industry analysis templates and regular industry analysis reports, and provide personalized solutions.
(II) In the current full-service operation environment, combined with the current work situation of the group customer market, and in view of the responsibilities of the group account manager, I personally think that I should have the following five responsibilities at present:
1: Customer data management responsibilities of the Group. Customer data is the most important work foundation of an enterprise at any time, and its application can be in market segmentation, differentiated service and refined marketing. Without timely, true and detailed customer information, it is difficult to accurately judge the market situation and formulate marketing strategies, just as it is difficult to win in the exciting market competition without radar in the battle. Therefore, the management of customer information is the work that every account manager should focus on, and must not be perfunctory and fraudulent.
2. Customer service responsibility. Customer first, service first. Both communication operators and pure service industries are striving to improve their customer service level, so as to retain customers for a longer time and drive the development of new customers. Our company's good corporate image is the result of providing customers with quality and sincere services for a long time. However, our service advantages are gradually weakening among communication operators, and the service quality of our competitors is also gradually improving. Service work is like sailing against the current: it is difficult to move forward, and once it stops, it will only retreat quickly. As a team providing direct and professional marketing services to group customers, account managers are of great significance to the improvement of company services and even the establishment of corporate image. To do a good job in service, the most important thing is to be active and attentive. Only by doing these two things can the service work be really improved.
3. Corporate marketing management responsibilities. The account manager quickly changed from the initial single service responsibility to the dual responsibility of marketing and service. At present, the marketing task has become the biggest work pressure for account managers. The marketing of many personal business, family business, group business and comprehensive information products makes account managers gradually become marketing "experts", but they often sell more and manage less, and the later services and applications are not followed up, resulting in many businesses not being effectively applied and customers lacking in-depth understanding of the business. Account managers should make more fuss about the application of products and think more about how to help customers improve their internal management efficiency and operational ability with the help of information products. Only in this way can our products be truly recognized by customers and truly play a role in stabilizing customers.
4. The responsibility of establishing long-term cooperative relationship with customers. Establishing a long-term cooperative relationship with customers mainly depends on three points: first, relying on contacts, second, relying on business bundling, and third, relying on mutual benefits. Although personal relationship is a relatively direct and effective method at present, it is difficult to last and easy to follow, and the role of this factor in future market competition will gradually weaken. Business bundling can be said to be an effective way to establish a long-term cooperative relationship with customers and retain customers. However, at present, there are fewer sticky businesses and more homogenized products (compared with competitors), which are easily replaced by competitors. Only preconceived ideas can play a certain role in binding customers. Win-win benefit is the most effective combination point to establish long-term cooperative relationship with group customers. Any enterprise is willing to implement a strong alliance strategically. Only by truly achieving win-win interests and common interests can we live and develop together.
5. Customer retains responsibility. In the current market environment, this responsibility should be the core of the account manager's work and the ultimate goal of any work. Customer retention can not be achieved simply through some marketing policies. It can be said that every link of enterprise operation may affect customer retention. Marketing means, network quality, service quality, channel construction, business level, working methods of employees, market supervision measures and external business environment will directly affect customer retention. We should further strengthen the sense of responsibility, establish the sense of work quality, give full play to the positive working attitude of the masters, strengthen confidence and work hard to ensure the continuous development of mobile communication.