Halmstad University
School of Business and Engineering
Technical Project and Business Management
Master of Science Degree

Crucial Factors in Customer Relationship Management
A Chinese Perspective of the Telecommunication Industry

Dissertation in TPA, 15 ECTS

Authors:
Song Yan 880514-T168
Wei Bin
850809-T454
Supervisor: Joakim Tell
Examiner: Bernd Hofmaier

Acknowledgement
Thank all persons who have contributed to our dissertation. Without you, we would not have reached the achievement.
With the support and encouragement from Joakim Tell, our supervisor, we got a lot useful guidance when there were confusions. With useful advice from Henrik Floren and Bernd Hofmaier, we kept improving our dissertation in a professional way. With the positive feedback from the other group members, we managed to make the thesis easier to understand.
We would also like to thank Halmstad University which has given us a good environment and the opportunity to undertake the dissertation in which we are interested. Also, many thanks to Company A which provided a large amount of information which forms the empirical data.
Finally, we want to thank our families and friends. You gave us all support both emotionally and financially during the one year study, especially in the last five months for our dissertation.

Halmstad
August, 2011

I

Abstract
Customer Relationship Management (CRM) which focuses on the relationship with customers has become more and more important in business management. CRM is a managerial system based on technological applications which can help companies to get competitive advantages. In our paper, we focus on the CRM in the Chinese context and our purpose is to identify important factors during the management of customer relationship in China. We have studied one of the largest Chinese Telecom companies. The