一、指导思想..................................................................................................194二、宽带业务续
费工作目标.........................................................
.....................194四、宽带业务续费五个策略.........................................................
.................195（一）提速提价策略.........................................................
....................195（二）捆绑融合策略.........................................................
....................195（三）服务策略.........................................................
............................196（四）渠道策略.........................................................
............................196（五）激励策略.........................................................
............................196五、宽带续费组织与制度保障.........................................................
.............196（一）建设阶梯式续费队伍
...........................................................
(196)
1．宽带与固话营销中心续费管理员(197)
2．县（区）分公司/区域营销中心续费管理员(197)
3．网格经理..........................................................(198)
4．营业厅...........................................................(198)
5．客服经理..........................................................(199)
6．代理商......................................................
......................................199（二）建立竞争与互补相结合的续费工作机制.................................199（三）建立续费激励管理制度......................................................
(200)
1．代理商续费激励政策...........................................................(200)
2．网格经理、营业厅、客服经理续费激励政策(200)
（四）建立宽带用户续费提醒通知的管理制度.................................201（五）建立名单制续费
管理制度.........................................................
201（六）建立续费情况分析、跟踪通报制度.........................................201六、宽带续费
工作流程.........................................................
.........................202（一）续费管理基础工作.........................................................
............202（二）续费操作流程指引.........................................................
(203)
1．续费名单的提取、分配..........................................................(203)
2．续费工作关键要求.........................................................
.................................208八、其他说明..................................................................................................209附件1：宽带续费
回访口径参考.........................................................
..........210（一）客服经理回访口径.........................................................
(210)
1．在网用户维系口径.........................................................(210)
2．停机用户挽留口径.........................................................(211)