The Customer Relationships Management Strategy Research Of County-level Power Supply Enterprises Based On Customer Satisfaction

In the perspective of the market,electric power industry is an oligopoly market structure,which has the defects of monopoly market.Due to the lack of competition,the efficiency of resource allocation within the industry is affected,resulting in the low efficiency of the enterprise and poor profit rate,thus,the service level becomes hard to be improved.In the perspective of the publicity of electric power consumption,electric power industry also belongs to public utility.The public is the core of public service provided by public utility.This type of public service is embodied not only in the provision of external services,but also the efficiency and quality of concrete services.In recent years,with the increasing improvement of living standard,the consciousness of public service and enterprise service have become more and more profound and had increasingly high requirements.Then,the way that power supply enterprise eliminates the defects caused by monopoly and constantly improves the quality of electric supply service with the concept of customer satisfaction to truly reflect the customer-focused spirit are just the research topic of the thesis as well as the inevitable choice of modern public management.The customer service of power supply enterprises has always been the core work of marketing area in electric power market.However,the customer service of county-level power supply enterprises has still stayed in the stage of fulfilling “the ten commitments of power supply service”.A lot of people from various departments of power supply enterprises still think that high quality service is just in the charge of sales and marketing department and has no relationship with the departments like production equipment and system operation within the enterprises.In the case of the development experience of some electric power companies at home and abroad,however,the customer service concept of power supply enterprises has been rising.In particular,the part of power distribution has greatly reflected the customer service is just “the competitiveness”,therefore,the county-level power supply enterprises mustthink and explore a management mode to promote the service,so as to adapt to the current economy and reform situation.The county-level power supply enterprises should establish the customer-oriented management concept of power supply service,deepen the way to build a more ideal customer relationship management system under the new research background,strengthen power supply service quality and improve customer satisfaction,so as to promote the healthy development of the enterprises.Based on the research literature and research results of CRM at home and abroad,my paper has made a comparative study on the current situation of CRM in S county power supply enterprises by case analysis method.It obtained the customer satisfaction data of S county power supply enterprises questionnaires,and analyzed the sample data,and finally got the improvement strategy by discussing the shortcomings in CRM.