For telecom enterprises, big customers are the lifeblood of survival and development and extremely important strategic resources. At present, the competition of telecom enterprises has turned to service competition, in which the service level of key customers will become the key to success. This paper briefly analyzes the current situation of major customers in domestic telecom enterprises. Through the analysis of the reasons for the loss of key customers, combined with my own work practice, this paper discusses the methods to improve the loyalty of key customers and reduce the loss rate of key customers, so as to improve the marketing level of key customer service.

First, the value of big customers to telecom operators.

Telecom major customers, also known as the most valuable customers, are the result of subdividing the telecom customer market according to the telecom consumption level, social status and development potential.

Second, the problems existing in the operation of major customers

1. The working system for key customers of enterprises is not perfect. Key customer service is a systematic project, which needs the coordination of all departments within the enterprise.

2. Establish new marketing concepts and innovate service brands.

3. Improve the visiting system and establish long-term cooperative partnership with major customers.