Study On CRM System Of Power Supply Enterprises

Appling CRM is the result of IT promotion and administration demand. Atpresent ,power enterprises in China need excute CRM to solve some problems thatenterprises face. The main task of this thesis is to study CRM of power supplyenterprises, and designs CRM system of power supply enterprises.Firstly,considering the special feature of power supply enterprises,the thesisstudies the model of CRM of power supply enterprises,and designs the framework ofCRM system of power supply enterprises. The framework put a "closed loop" CRMforword, and makes a learning relationship between customer and enterprise, to setupan environment to maximize enterprise profit and customer satisfaction degree. CRMsystem of power supply enterprises is divided into three function module that areindependent and unitary betweem them. The thesis describes each one.Secondly,the thesis introduces some key technologies to carry out CRM, suchas CTI,system architecture based on J2EE multi-tier technology, data warehousetechnology, and so on. It studies the way how to apply these technologies to carry outCRM system of power supply enterprises. A technique scheme is put forward andanalyzed.Finaly, the scheme is evaluated hazily. And some good experiences ofdomestic power supply enterprises that have carried out CRM are summarized.