Research On Differentiated Service Strategy Of Z Power Grid Corporation

With the continuous progress of power market reform,the main bodies on the selling side will gradually become diversified,the market competition will become increasingly fierce,and their service modes will gradually become diversified.Power grid corporations will face the risk of customer loss at any time.In order to meet the complex and volatile market demand,the power grid corporation urgently needs to improve the overall marketing service level,adjust the operation strategy,improve the service system,win customers with differentiated services and products,effectively occupy the share of electricity sold in the market competition,improve the core competitiveness and promote the sustainable development of the company.Taking Z Power Grid Corporation as the research object,this paper firstly summarizes the relevant theories of differentiated service of power customers,and analyzes the current situation and existing problems of customer management of Z Power Grid Corporation.Secondly,based on the analytic hierarchy process(ahp)and the expert scoring method,the author studied customer value deeply,constructed the power customer value evaluation index system,and conducted the customer segmentation research.Select the power customers of Z Power Grid Corporation and evaluate and grade them through k-means clustering analysis;On this basis,design the differentiated service strategy to meet the needs of different customer groups;Finally,according to the implementation of differentiated service,the corresponding safeguard measures are proposed to ensure the implementation of differentiated service measures.The main conclusions of this paper are as follows.First,opportunities and challenges coexist in the marketing environment of Z Power Grid Corporation.It is necessary to give full play to its advantages,improve its deficiencies,deeply explore customer value,improve service strategy and improve management level.Second,based on the characteristics of power customers,clarify the indicators and weights at all levels based on the existing and potential values,and construct the power customer value evaluation system applicable to the power grid company of Z Power Grid Corporation.Third,cluster analysis is carried out according to the evaluation of customer value,and power customers are divided into four groups to provide the basis for the design of differentiated service strategy.Fourth,define the goals and principles of the differentiated service strategy design,and design the differentiated operation strategy from the aspects of product and service according to the company situation and different customer groups,so as to achieve precision marketing.Fifth,propose specific safeguard measures from the aspects of organizational structure,information system and human resources to provide conditions for the implementation of differentiated service strategies.By means of Z Power Grid Corporation differentiated service strategy research,on the one hand,analysis of Z Power Grid Corporation's current situation and problems of marketing services,grasp the sell electricity market on the impact of power grid enterprise,to the future market conditions,timely adjusting and optimizing differentiation strategy,promote Z Power Grid Corporation to improve their competitiveness.On the other hand,through the evaluation and grading of the value of power customers,the differentiation service strategy is proposed.Customers are retained through different measures,and the market share of power sales is seized through multiple channels,so as to improve the economic and social benefits of enterprises,and even have a positive impact on the construction of electricity sales market,provide reference for other grid corporations and even the reform of power system.