电力客户关系管理的模式研究

客户关系管理是一个在信息技术支持下,从客户识别开始,包括价值提供和价值传递等过程在内的循环体系,是一个不断加强与顾客交流,不断了解顾客需求,并不断对产品及服务进行改进和提高以满足顾客需求的连续过程。阐述了电力客户关系管理的"活动链""改进环"与"协作网"的模式设计及方案,旨在推动电力客户关系管理机制的建设,改进服务,优化资源配置,并最终提高客户满意度和售电收益。

Study on the Models of Electricity Customer Relationship Management(CRM)

The CRM is an information technology supported recycle system starting from the customer recognition and including the value offering and value delivery, and is a continuous process of continuing to strengthen communication with customers, continuing to understand customer＇s needs, and continuing to improve the products and services to satisfy customer＇s needs. This paper expounds the model design and solution of CRM＇s activity chain, improvement loop and collaboration network for promoting the construction of electricity CRM mechanism, improving the service, optimizing the resource allocation, and eventually improving customer satisfaction and electricity selling benefits.