新供需形势下天然气客户管理策略  

Strategies on Natural Gas Customers Management under New Supply-Demand Situation

作　　者：文翔宇 杨从明 吴杨洁 

机构地区：[1]中国石油西南油气田公司营销部,四川成都610051

出　　处：《天然气技术与经济》2015年第6期58-60,83-84,共3页Natural Gas Technology and Economy

摘　　要：上海石油天然气交易中心的建立,将改变天然气现有的销售格局,同时也给天然气客户管理提出了新的要求。分析了天然气现货交易带来的影响,针对客户管理亟待改进的问题,提出了新形势下天然气客户管理的建议措施,包括维护现有市场份额,稳定现有客户,要与客户分级建立沟通、协调机制,通过增强服务维持客户忠诚度;利用天然气现货交易的灵活机制,发展锁定新客户,拓展增进市场份额要积极配合、支持政府招商引资;要尽快健全完善客户服务体系和信息系统等,最终通过有效的客户服务和市场管理机制,实现供气方、政府和客户多赢的局面。The establishment of Shanghai Oil and Gas Trading Center will change current natural gas marketing pattern and put forward new requirements on natural gas customer management.Through the analysis on effects brought by natural gas spot trading and customers management problems urgently to be solved, the paper suggests measures on natural gas customers management under the new situation(including maintaining existing market share, stabilizing existing customers, establishing communication and exchange mechanism with customers by levels and maintaining customer loyalty by strengthening services), tries to develop new customers through flexible natural gas spot trading mechanism and coordinates with government's investment attraction policy to expand and increase market share, and completes and perfects customer service system and information system to realize win-win between the gas supplier, government and customer through effective customer services and market management system.

关 键 词：天然气 客户管理策略 客户忠诚度 客户服务体系 

分 类 号：F426.22[经济管理—产业经济]