移动互联网及数据分析技术在电力客户服务中的应用  

Application of mobile Internet and data analysis technology in power customer service

作　　者：黄优哲 李惠红 HUANG You-zhe LI Hui-hong(Guangdong Power Grid Co., Huizhou Power Supply Bureau, Huizhou 516001, China)

机构地区：[1]广东电网有限责任公司惠州供电局,广东惠州516001

出　　处：《电力需求侧管理》2017年第4期59-61,64,共4页Power Demand Side Management

摘　　要：为进一步规范客户经理制,为客户提供优质、高效、个性化及专业的主动服务,提高工作效率,提升客户满意度,提出采用移动互联网技术,结合电力营销业务和数据分析技术,通过大量的客户基础数据和触点轨迹信息提炼模型,细致刻画客户的社会角色、行为偏好、信用风险、客户价值等深层次特征,提升企业对客户隐性需求的洞察力,为营销和服务策划、执行、评估、优化提供指导,提高工作的主动性、差异化、精准度,作为提升用电客户体验的有力手段,为电力公司提升竞争力提供支撑。To further standardize the customer manager sys- tem, provide customers with high quality, high efficiency, personal- ization and professional service actively, improve the work efficien- cy, improve customer satisfaction, mobile Internet technology is pre- sented in this paper, combined with the electric power marketing business and data analysis technology, through a large number of customer base data and contact trajectory information extraction model. It described their social role, behavior preference, credit risk, underlying characteristics such as customer value, greatly enhanced the insight of the recessive to the customer demand, served for mar- keting and planning, implementation, evaluation and optimization provides guidance, improved the work initiative, differentiation, ac- curacy, as the powerful tools for improving electricity customer expe- rience. It provided support for the company more competitive.

关 键 词：移动互联网 电力营销 数据分析 客户画像 

分 类 号：F407.61[经济管理—产业经济]