Study On Application Of Cem In Deyang Electric Power Bureau

During the ages background of constructing the harmonious social at present, with the using electricity situation to alleviate and the custody environment gradually tight day by day, the realm of marketing service and management in power supply business enterprise has already quietly taken place a series changes, the brand service ages that takes customer as center and makes the norm serve as the basal has been already come. To renew a service principle, draw up a service standard, norm service behavior, promote luck camp effect, subdivide the service management, enhance service custody and mold the service brand gradually become most core of the strategy thinking for the power supply business enterprise to go "superior quality service" strategy at present and promote the power supply high-quality service level.But for long time, because of system reason the phenomenon which is"good in the way of window service, bad to the whole member guarantee, over-emphasizing to make engineering and lack to make a programming, favor to make an activity, and not protect normal"still has existed in the power supply business enterprise.This thesis takes the power supply service of the DeYang electric power bureau as the research object, and puts forward its strategy of "brand service, fine management" to carry forward the high-quality service work. The DeYang electric power bureau ducts into the forerunner's management principle and technique, makes its management center become the all contact point detail and the turning point, surrounds the customer's service experience and feel to promote a service principle, creative service contents, excellent service process, thin turn a service standard, perfect management regulations, sound service mechanism, which not only continuously and deeply turns and expands service system, constructs the deep foundation of the service culture to the DeYang electric power bureau, but also gradually becomes the power supply management system of the special DeYang features -"the CEM brand serve fine management system".This thesis is divided into five parts, first explains to choose a background in brief, then introduces the concept of customer experience management and traced back to the development process of experience marketing and customer experience management. From the first 4P, 4C, 4R, customer relation management (CRM), to customer experiences management (CEM) in nowadays, the theories explain the marketing how to make the change with time and social changing...etc, and there is not one marketing rule which can not change with times. Investigating the virtuous present condition and strategy of the service in DeYang electric power bureau, and combining the result to measure customer's satisfaction in 2006 and the basis valuation of the service of the window across various profession, the thesis analyses the power supply service present condition of the bureau and builds it up. The thesis still introduces the system result of the CEM brand serve and fine management system in DeYang electric power bureau, the application and perfection for the system.The main idea of this paper based on the practice. The process of systematic analysis focuses on both theories and practices, especially concentrating on the effectiveness and pertinence in the real world. It presents the basis to the decision and implementing scheme for the marketing service in DeYang city, and certainly draws lessons for the marketing service work of the power supply business enterprise in our country.