Research On VIP Customer Relationship Management Of Power Supply Enterprises

With the constant improvement of Chinese market systems, the electric power industry has entered a critical development period. And the increasing appeal for breaking up the electric monopoly from the society and the electric customers requires the service quality improvement of the power supply enterprises. Moreover, the growing competition is caused by alternative energy such as oil and combustible gas, and by local power plants and self-supply power plants. Under such a situation, the power supply enterprises must update their ideas, improve the research to power policies and regulations, establish the customer-oriented service strategy, and strengthen the study and implementation of the power marketing strategies for large customers, especially the VIP customers. Applying the CRM theory to the study of the VIP customers of Baoding Power Supply Corporation, this paper analyzes the characteristics of the VIP customer relationship management (CRM) of the power supply enterprises. While establishing a Satisfaction Index Model for the VIP Customers of Baoding Power Supply Corporation based on the hierarchical analysis method, this paper also proposes some CRM suggestions to stabilize current customers, improve the loyalty of the VIP customers and create a service team for the VIP customers, which are practical to the implementation and application of CRM in the power supply enterprises, and the improvement of the VIP customer relationship management.