Research On CRM System Development Of Electric Power Supply Company

Along with the development of market economy, the demand of power supply enterprises' customers is getting more and more bigger. Addressing to the problems existing in their marketing and service, China's power supply companies have to fulfill the following tasks:establishing customer-centered service consciousness, and continually elevating the competence and the level of service. So, how to carry out the omni-directional management of demand centering on the customer, set up the new relationship, complete the trendy and forward-looking analysis, enhance the accuracy of the demand forecast and effectiveness of the policy-making support, achieve the targets both the enterprise and customer, is a new task which had to be solved for the power supply enterprise.First of all, the background of the system design, the research situation of customer relationship management in domestic and foreign land at present and the primary coverage of this article were elaborated. Then the customer relationship management's related connotation and theory foundation were discussed, and combined with the features of power industry, the theoretical basis of building the customer relationship management system for power supply enterprise was explored, the necessity of setting up the CRM system was analyzed. Then power supply enterprise's relationship management system analysis, design and implementation were conducted roundly and deeply. The system analysis includes requirements analysis, feasibility analysis, organization structure and function analysis, business process analysis and data flow analysis. The system design includes overall design and detailed design. The system implementation described the methods of system major functions realization. Finally, the analysis and design of the system were summarized comprehensively, and the conclusion was given. This can provide reference for improving customer service levels of power supply enterprises.