Research On Key Customer Relationship Management Problems And Countermeasures Of QZ Power Supply Company

With the power system reform and the deepening of the opening up of the power market,there are more requirements in terms of construction scale and resource concentration,and it also provides competitors with many opportunities to seize market share.Earlier,the single product competition began to escalate into the competition between customer service and customer relationships.The management of customer relationships by enterprises also extended from simple quality and technical levels to the relationship between enterprises and customers.In this study,the QZ power supply company under the State Grid Corporation of China was taken as the research object,and the countermeasures and suggestions were put forward by analyzing and judging the problems arising from the actual situation of the relationship management of major customers.First,summarize the theoretical research of customer relationship management,and organize the theoretical concepts related to customer relationship management.In addition to customer relationship management itself,there are also customer value,customer satisfaction,customer loyalty,relationship marketing,database marketing theoretical perspectives,and domestic and foreign research.Review and so on serve as the theoretical basis for this research.Then,use the previous data to read,use the form of interviews and issue questionnaires to managers at all levels of the QZ power supply company,and analyze them based on the later summary data.The results were obtained by using the analytic hierarchy process.It was found that the major customers of QZ Power Supply Company's key customer relationship management had reduced satisfaction,low customer loyalty,imperfect customer relationship management system,incomplete customer value evaluation system,and targeted large customers.The customer's marketing plan is single and so on,and it is broken down one by one.Afteranalyzing the existing problems of QZ Power Supply Company's major customer relationship management,the main factors are summarized as follows: major customers have higher requirements for power products and power supply reliability,insufficient internal staff literacy,lack of emotional connection with major customers,and major customers The repeated purchase rate has dropped,the key customer relationship management system does not match the actual needs,the key customer value evaluation system is incomplete,and the company has not formulated a targeted marketing plan.According to the company's crux,in Chapter 5 put forward optimization countermeasures and suggestions: stabilize the power products and power supply reliability,improve the company's internal staff literacy,strengthen the emotional relationship with major customers,increase the repeat purchase rate of major customers,and optimize the major customer relationship management system 2.Improve customer value evaluation system and formulate targeted marketing plan.Through in-depth exploration of the related theories of key customer relationship management in the power industry,making it compatible with today's rapidly changing power market,and collecting possible loopholes and perspectives in the actual situation of QZ power supply companies through AHP methods and interviews,Put forward suggestions for integrated key customer relationship management.It has positive effects in the actual production and operation process,promotes the development of the company and creates value.