供电企业CRM中对大客户评价的指标体系与模型  

Big Customer Appraisal Target System and Model in CRM of Power Supply Enterprise

作　　者：侯建英[1] 谭忠富[1] 李莉[1] 

机构地区：[1]华北电力大学电力经济研究所,北京102206

出　　处：《现代电力》2008年第3期73-76,共4页Modern Electric Power

基　　金：北京哲学社会科学规划项目(06BaJG102);新世纪优秀人才支持计划;国家自然科学基金资助项目(70373017;70571023)

摘　　要：根据二八原则即百分之二十的客户给企业带来百分之八十的利润,研究这百分之二十的客户对供电企业来说有非常重要的意义。相对其余百分之八十的客户而言,这部分客户一般具有大客户性质。从客户评价角度出发进行了研究。首先站在企业的角度来观察客户,用层次分析方法对其评价指标进行分层描述;然后运用专家分析法对这些指标进行打分并且运用权重分析模型来确定这些指标的不同权重;最后供电企业根据这些权重的不同来采取不同的措施以促进客户指标的改进。According to the 2-8 principle that 20% customers bring 80% profits to the enterprise, so it is significanct to study the 20% customers for the power supply enterprise. Compared with the other 80% customers, this part of customers generally have nature of the big customer. Researching customer has different angles of view, and the relationship is analyzed from perspective of satisfaction degrees of customer. The 20% part of customers are observed from perspective of enterprise, and their degrees of satisfaction targets are displayed with the AHP method. These targets are scored using the expert analytic method. Weights of these targets are determined with the model of analytic weights. Power supply enterprise takes different measures according to these different weights to promote various degrees of satisfaction consummation.

关 键 词：供电企业 大客户 满意度指标体系 层次分析法(AHP) 客户关系管理(CRM) 

分 类 号：TM73[电气工程—电力系统及自动化]