“对企业而言,创造顾客比创造利润更重要。”著名企业管理大师彼得·德鲁克的这句名言,一再被众多鲜活的事例所证实。在全业务时代,如何精准把握客户需求是每个运营商都在思考的问题。让我们把目光对准中国移动江苏苏州分公司(简称苏州移动)。身处长三角经济最为活跃的地区,该公司推出了“客户需求网”应用平台,创造性地将客户需求的收集、整理、分析纳入新业务和新产品的开发环节之中,改变了以往根据技术和竞争对手策略开发业务的粗放式战略,为企业持续健康发展注入了新的动力。 “Creating a customer is more important to the business than making profits.” The famous quote from Peter Drucker, the great corporate governance guru, has repeatedly been confirmed by numerous fresh examples. In the entire business era, how to accurately grasp customer needs is that every operator is thinking. Let us look at China Mobile Jiangsu Suzhou Branch (referred to as Suzhou Mobile). Located in the most economically viable Yangtze River Delta region, the company launched the “Customer Needs Web” application platform to creatively integrate the collection, collation and analysis of customer needs into the development of new business and new products, transforming the past The extensive strategy of developing business based on technology and competitor strategies has given new impetus to the sustained and healthy development of the enterprise.