Abstract

Customer relationship management is a method to help businesses approach and communicate with customers in a systematic and effective manner, manage customer information such as demand information, contact and other issues to better serve customers. The overall goal is to find, attract, gain trust and entice new customers, and retain old ones. In the telecommunications sector, where customer satisfaction will become a key issue in the competitive strategy of service providers. Understanding this issue, Viettel Group is a business operating in the field of telecommunications - IT with the overall goal of the CRM system to ensure the best management of the guest relationship customers, effectively using the company's human resources for customer relationship management to come up with the most effective sales and marketing strategies for the business. In recent years, Viettel Group has come up with specific solutions to develop the customer relationship management system to improve its competitiveness in the Vietnamese telecommunications market.