Research On Customer Relationship Management Of X City Power Spply Company

The customer has become one of the important resources of enterprises,as the power supply company for all walks of life and service of thousands,even more so,the power industry because of its distinctive characteristics of natural monopoly of public utilities,the loss rate of the relative competitive enterprise customer churn rate to low power company customers,according to the particularity of power industry at present,our customer relationship management based on customer relationship management for new customers and market relatively stable power.In this paper,based on the related theories,the description of the power supply company customer relationship management status,problems and causes,this chapter deals with the structure and classification of customer power supply company as the starting point,the customer relationship management process,and then summarized its customer relationship management information system main function modules,namely business application 95598 system and call system.The problems and reasons are summarized from four aspects,namely organization structure,customer management,customer relationship management,customer relationship management information system,finally put forward the optimization measures of the power supply company customer relationship management,including establish and improve the organizational structure,service flow,Cheng Youhua optimization of customer relationship management,customer relationship management information construction system.The establishment and perfection of organization structure mainly do the work of a sound organizational structure,improve customer service center;service flow optimization is the focus on customer service process optimization,increase the service quality evaluation process,increase work flow and other aspects of the service evaluation index;optimization of customer relationship management is to improve the classification of customers,but also to ensure the implementation of the time;on the basis of clear principles andconstruction goals on the construction of customer relationship management information system,constructing new customer relationship management system.Finally,to ensure the implementation of the relevant optimization measures,the network word of mouth marketing and the establishment of customer relationship management satisfaction evaluation system are made through the guarantee measures.Customer relationship management has been widely used in many industries,but the specialized research on the power supply company how to implement customer relationship management papers rarely,this paper uses data analysis methods and tools of science,based on customer relationship management of power supply company as an example,this paper hopes the results of other power supply companies to implement customer relationship management has a certain reference.