客户关系管理理论在供电企业的应用研究  

Application of the Customer Relationship Management Theory in Power Supply Companies

作　　者：黄曙林[1] 王鲁[2] 

机构地区：[1]华北电力大学成教学院,北京102206 [2]辽宁省电力有限公司辽阳供电公司,辽宁辽阳111000

出　　处：《电力技术经济》2007年第4期52-56,共5页Electric Power Technologic Economics

摘　　要：简要介绍了国外电力公司为了满足客户日益增长的个性化需求,将客户关系理论应用在电力营销和需求侧管理的具体作法。针对我国供电企业营销和服务工作中存在的问题,供电企业在实施客户关系管理时一定要树立以客户为中心的服务意识,改造业务流程,实施和完善客户经理制,建立客户价值和营销效果评价体系,为客户提供增值服务,不断提高服务能力和服务水平。General introduction is given to the specific practice of overseas power companies in the application of the customer relationship management （CRM） theory to power marketing and demand side management with a view to satisfy more and more customized demand. Addressing to the problems existing in their marketing and service, China＇s power supply companies have to fulfill the following tasks： establishing customer-centered service consciousness, upgrade operation processes, implementing and consummating the customer manager system, establishing the evaluation system of customer value and marketing results, providing value-added services to the customer, and continually elevating the competence and the level of service.

关 键 词：客户关系管理 供电企业 供电服务 需求侧管理 

分 类 号：F270.7[经济管理—企业管理]