This paper discusses the connotation and improvement strategy of end-user value, from its importance to its characteristics, from sensation value to experience value, from CRM to corporate culture and to end-user quit management.

• 提升电信客户价值,是打造电信企业核心竞争力的重要内容之一。从电信客户价值的重要性、特征入手,由感知价值、体验价值,到CRM、企业文化,再到客户退出管理,循序渐进地探讨电信客户价值的内涵和提升策略。