Research On Optimization Of Customer Relationship Management Of BJ Gas Pipeline Company

Natural gas is clean and environment-friendly high quality energy,which is widely used in China’s industry and civil fields.With the constant attention of environmental protection,natural gas industry will also usher in more broad space for development.However,as the natural gas transmission and storage business is a high-risk industry,the safety ability of enterprise construction and operation is highly required,so the operation of long distance natural gas transmission pipeline has always been a relatively monopolistic industry.However,with the establishment of the national pipeline network,the upstream gas source and downstream users are gradually released,and with the fierce competition from other energy substitutes,the improvement of customer service level of long-distance natural gas pipeline enterprises has become an important factor for the sustainable development of this type of enterprises.To strengthen customer relationship management and win the full trust of customers has become the priority of enterprises.Based on the customer relationship management of BJ pipeline company as an example,analyzes the enterprise competition in the industry of natural gas transmission pipeline,that now and in the future for a period of time the competition between enterprises is mainly around the upstream and downstream customers,thus put forward the importance of customer relationship management,and aiming at the problems existing in the customer relationship management(CRM),Then the optimization strategy is put forward.First of all,this paper conducts an in-depth analysis of BJ pipeline company’s competitiveness,illustrating the importance of doing a good job in customer relationship management for the long-term development of enterprises under the trend of pipeline network reform.Secondly,based on the customer segmentation theory,customer life cycle theory and 4R marketing theory,combined with the actual situation of BJ pipeline Company,the current situation of customer relationship management is analyzed to find out the existing problems and reasons.Thirdly,from the perspective of practical operation,based on the above analysis,the optimization scheme and business process are further proposed,aiming to provide solutions and methods for enterprises to obtain survival opportunities and enhance competitive advantages in the complex economic environment.Finally,this paper puts forward five safeguard measures from the aspects of organizational structure,system construction,platform construction,technical support,etc.,and puts forward safeguard suggestions for BJ Pipeline company and similar enterprises to achieve the customer relationship optimization goal.This study can help BJ Pipeline company to improve the current situation of customer relationship management,enhance the competitiveness of the enterprise,and also provide some enlightenment and reference for other long distance natural gas pipeline operation enterprises.