Research On Optimization Of Customer Relationship Management Of HB Natural Gas Company

Natural gas is a high-quality,efficient,green and clean energy.Promoting the coordinated and stable development of natural gas is an important way to promote the revolution of energy production and consumption in China and build a modern energy system that is low-carbon,pollution-free,safe and efficient.Nowadays,at the background of economic development and globalization,China’s natural gas industry presents a rapid development trend and sets a number of records,including the growth recording consumption and domestic production,import volume exceeded 100 billion cubic meters and so on.When the domestic natural gas industry is developing at a high speed and the reform of the oil and gas industry is advancing at a high speed,the natural gas industry is experiencing the dilemma of volume and price “double kill” from the main business.The enterprise of natural gas supply is a natural monopoly industry,but in recent years,with the change of national policy on monopoly industry and the fierce competition from other energy substitutes,improving the service level for customers is gradually becoming a stable factor for the sustainable development of natural gas supply enterprise.Streng thening the management and development of customer relationship to win the full trust of customers has become the core issue of priority for enterprises.From the current situation of sales market of China’s natural gas,the competition is appearing mainly around natural gas customers.As a special commodity,thenatural gas has the biggest difference from ordinary commodities in the management of customer relationship,whichis that natural gas needs to strengthen after-sales service after sales,so as to carry out all-round three-dimensional supervision of customer relationship management.Thus,consummating the customer relationship management mode is the problems that the enterprise of natural gas supply must attach great importance.In the implementation of customer relationship management,enterprises should apply modern and advanced theory about the customer relationship management to analyze and manage these natural gas customers.They also should focus on improving customer relationship management system(CRM),optimizing customer service system and perfecting customer relationship management system.This essay takes the customer relationship management of HB natural gas company as an example,studying the relevant theories of customer relationship management and makes an in-depth analysis of it.Through the analysis of the current situation of customer relationship management of this enterprise,it finds out the existing problems and analyzes the reasons.From the perspective of practical operation,the optimization scheme and business process are further proposed based on the above analysis,in order to provide solutions and methods for enterprises to obtain survival opportunities and improve their competitive advantages in the complex economic environment.At the same time,it is also hoped that the research of this paper can help HB natural gas companies to improve its customer relationship management,and enlighten other companies and enterprises in the natural gas industry on customer relationship management.