The Research Of Customer Management System Based On Power Marketing

In the face of increasingly fierce competition in the market environment,the electric power enterprise service concept,value concept and management concept are updated,more emphasis on customer-oriented,and gradually adapt to market competition,in order to obtain the survival and development in market competition.Based on the previous research,starting from the basic concept and theory of electric power market and power marketing customer relationship management,using the method of literature,case analysis and empirical research method,taking Linyi power as an example,the development and marketing situation,the marketing environment has been systematically studied,that the Linyi electric power face in the process of marketing the opportunities,challenges,advantages and disadvantages,build customer value and customer satisfaction of CRM system based on the power market,and from the talent,technology,policy and funding in four aspects,put forward safeguard measures of customer management of electric power marketing based on the thought of similar power of enterprise marketing and customer the relationship between management and provide the reference.At the same time,can guide the electric power enterprises like Linyi electric power to explore a set of high-quality customer service mode,establish a customer-centric marketing management mode,promote the improvement and development of the modern management system of China's power enterprises,and enhance the quality of service of China's electric power enterprise quantity and level,and promote long-term stable and sustainable the development of power industry in china.Through this research,the main conclusions are as follows:(1)the current Linyi electric power marketing opportunities outweigh the challenges,so its disadvantage is greater than the advantage,in the process of marketing,should choose WO strategy,make full use of external development opportunities,in the transformation of the company's weaknesses,especially to strengthen customer relationship management as a breakthrough,to enhance the company's management,organization,marketing and service ability.(2)based on customer value evaluation,it can lay the foundation for the marketing department to identify high-value customers and potential value customers.In the completion of customer classification,can carry out different marketing strategies for high value customers,marketing strategy should be to maintain or improve the satisfaction,prevent the loss of high value customers;and for the potential customer marketing strategy should be to meet the potential demand for the Lord,the potential value of customer growth for high value customers.(3)and the evaluation of customer satisfaction survey based on satisfaction,can be in the service of software service satisfaction,the hardware of electric power enterprise service price satisfaction,enterprise image,customer loyalty and satisfaction of customers complained about the degree of the score,according to the score level,take targeted marketing strategy.The scores of lower grade customers,should be targeted to the product or service,price,promotion,and the tangible demonstration strategy optimization,and to enhance customer satisfaction,reduce the loss of customers,improve customer loyalty.(4)The paper proposes the customer service management system of "concentric circle",in which service oriented enterprise culture is fostered,the mechanism of collaborative service is established,and an integrated information platform to conduct customer management is set up.Also,through the establishment of customer satisfaction evaluation system and customer credit evaluation system,customer management system evaluation is carried out,which gives full play to the customer management system.