Research On The Architecture And Capacity Assessment Of Customer Knowledge Management In Power Enterprises

Since the second half of the20th century, with the rapid increase in productivity and high-tech information technology, socio-economic form evolved rapidly and is undergoing the evolution that from an industrial economy towards the knowledge-based economy which is a more advanced form. Separated from the traditional industries, knowledge asset is becoming the fourth industry beyond the traditional industries. Knowledge as a kind of intangible assets and resources, as well as tangible assets need to be managed and even to be special research, in order to create benefits for enterprises. Therefore, knowledge management contains a series of management activities in the context of knowledge economy, human resources as the core, on the basis of the information technology, knowledge resources as the object. Knowledge management capabilities directly related to the level of the competitive advantage of enterprise in the market, and knowledge management is undoubtedly occupying the dominant position of management innovation of the era of the knowledge economy.At the same time, the customers as an important source of business knowledge are attached much more importance from enterprises. More and more enterprises have implemented CKM strategy, however, CKM solutions failed to achieve the desired results, which can attribute to the careless of the spreading and sharing of knowledge in business processes. So the application of knowledge management in CRM is a key area of knowledge management discipline, and benefit to process of knowledge innovation and to obtain the core competitive ability.CRM itself is saturated with the concept of knowledge management. As a tool, knowledge management requires the CRM system as the operation platform in order to promote the knowledge management tightly integrated with business processes, impelling the knowledge to spread in the whole process of business management. The value of this whole process is the main points of the current customer knowledge management research. Customer knowledge management helps to transform customer knowledge into sustainable competitive advantage. The way to achieve Knowledge management mechanism and integrate knowledge management to CRM system, which really plays an important role in customer knowledge management. Based on summary of related research, this paper discusses deeply on the power enterprise’customer knowledge management.First, design and summarizes the knowledge management mechanism’s three main parts, the operation process of knowledge audit, acquisition, sharing and using; the support process of knowledge organization, coordination and evaluation; the platform systems with technology system, organization system, execution system and evaluation system.Secondly, according to the specific circumstances of power enterprises, this paper analyzed the implementation environment of CKM, defined the connotation and characteristics of customer knowledge management in power enterprises. Besides, this paper analyzed the present situation and existing problems of the implementation of customer knowledge management.Thirdly, the operation mechanism of knowledge management is the wizard to constructs the conceptual framework of customer knowledge management in electric power enterprises, which including five parts:tissue culture, operation system, operation process, key technology and commercial value. The construction of customer knowledge management system based on knowledge management is the platform of customer knowledge management, which optimizing the operation process of customer knowledge management in the business processes of CRM system. According to the operation process of customer knowledge management in the CRM’s business process, several key techniques related to the operation process are analyzed, such as data mining, the knowledge base and knowledge map. And the commercial application of CKM in electric power enterprises is mainly reflected in the customer segmentation, customer satisfaction, customer credit and customer load control four aspects.Fourthly, for the assessment of capability of customer knowledge management in electric power enterprises, constructed the attribute hierarchy model-set pair analysis (AHM-SPA) method evaluation model, and analyzed the implementation of CKM in a certain power enterprise.The research on the framework of customer knowledge management can be a guidance for customer knowledge management strategy and improve the ability of customer knowledge management in electric power enterprises. And finally realize the mutual benefit and win-win from enterprise and customer.