Research On Knowledge-enabled Customer Relationship Management In Power Enterprise

Along with the reformation of power system and the development of technique, power industries which provide public product and service, have to adopt "customer oriented" to improve service level continuously. Power supply enterprise implement customer relationship management is an irresistible general trend. Although many power supply enterprise has collected a great deal of customer's data, huge quantities of data and tradition data management push the enterprise to"data huddle". It is not only disadvantageous to management, but also disadvantageous to realize the real meaning of"consumer oriented". We think it is necessary to expand and research the theory and application of the customer relationship management in power enterprise.Knowledge management (KM) applied to customer relationship management (CRM), is a new research topic of management realm in recent years. KM provides new ideas to CRM. It is a problem power supply enterprise to solve that how to apply knowledge mining and knowledge management to electric power CRM. At the present time, it is lack of instructions of theories and techniques how to integrate KM to electric power CRM. This paper will make some study in these aspects. The paper put forward Knowledge-enabled Electric Power CRM, which the essence is apply the theory and technique of KM to electric power CRM. Convert customer data to useful knowledge to support enterprise management decision, improvement customer relationship, make enterprise acquire persistent competitive advantage and realize the value of KM and CRM.According to the characteristics of power supply enterprise, the thesis carries on the research uses methods such as investigation, summary, demonstration and special subject study etc. On the basis of the theories and applications of KM and CRM, combine the characteristics of power supply enterprise, the paper first analyzed the present condition of electric power CRM, then put forward the concept and basic theories of the knowledge- enabled electric power CRM, after that the paper summarized the basic technique and application mode of Knowledge-enabled electric power CRM, studied the method how to integrate KM into electric power CRM, and established a series model of knowledge mining and management, at last the paper put forward suggestions for implement Knowledge-enabled electric power CRM successfully.The models established in this paper include: knowledge-enabled electric power customer segmentation model based on Clustering; knowledge-enabled electric power customer position model based on based on Decision Tree; knowledge-enabled electric power customer service system model based on Case Based Reasoning; established knowledge-enabled satisfaction evaluation index system of power customer, and established knowledge-enabled power customer satisfaction comprehensive evaluation model based on fuzzy comprehensive evaluation; established knowledge-enabled load forecasting model which applied Artificial Intelligence such as Neural Network based on Pattern-base and Support Vector Machine based on Particle Swarm Optimization.To ensure practicality and reference, the thesis try to combine modern management theories, marketing theories and knowledge management technique to research the knowledge-enabled electric power CRM system, and provide suggestions for power supply enterprise to realize the management strategy of "customer knowledge oriented".