Customer Relationship Management Of Public Utilities Enterprise

Along with our country politics economy reform further thorough, were more and more many public utilities organization transform organization nature that managed by the government, became the public product supplier. Therefore, these public products suppliers will not be able to own survival to own survival again like the past, the development and the future have no more worries. The public product enterprise needs to consider the organization faces the environment (superiority, inferiority, opportunity and threat), considered the future and the organization long term development goal, how to enhance own competitive ability. So the enterprise customer relationship management becomes the public product enterprise most basic management duty and the content.Because the product characteristic is different, the public product enterprise emphasizes in the customer relationship management is the customer degree of satisfaction, but the non- public product enterprise emphasizes is the customer loyalty. This article revolve to enhance the customer degree of satisfaction as the center, the research public product enterprise how establishes and the consummation customer relationship control system. Our country public relation superintendents same with the western public relation superintendent equally be facing the certain similar difficult positions. They must consider the public relationship management in the new environment, face the new challenge, analyzes own superiority, the inferiority, the opportunity and the threat, and find customer unceasingly develops and the changed demands. How the superintendent raises the customer relationship management level has become the important difficulty in our country public product business management practice.The public product enterprise's customer relationship management not only lies in utilizes the public authority, but also pays attention effectively provides customer satisfaction for the society the public product. This article takes the natural gas profession operator as an example, introducing the customer relationship management research in the public product enterprise. Through the analysis natural gas profession customer degree of satisfaction investigation, distinguishes the different user type, analyzes respective attention and enhances the degree of satisfaction method.This article take the public product enterprise's customer relationship management as a core, analyzes and summarize from many ways, such as related theory about CRM, the newest enterprise electron management way and natural gas profession characteristic etc. Use the analyzed related customer service theory which will summarize to utilize in the practice, like the staff will relate the management, take the customer relationship management as the foundation achievements appraisal system and so on. Finally, analyzes the results about these actual utilization, discovered the practical significance about this research. namely, instructs the public product enterprise establishment and the consummation customer relationship control system.