General Plan Of ChiFeng EIB CRM System

Nowadays, the customers are playing more and more important roles in electric power sale along with the development of system innovation and the drastic competition for electric power market. The inside mechanism has been set up in the traditional electric power enterprises, but the mode has not been set up based on customers and the technology and method of modern advanced CRM have not been used . The system overall plan must be made to use CRM according to the principle of CRM in the electric power enterprises.The market competition environment faced by the electric power enterprises at present is analyzed at first in this paper. An overall design of CRM system for an electric power enterprise, which takes enterprise idea, namely 'Customer-oriented' as the main clue, is proposed according to the principle and species of CRM. And a CRM overall layout is issued by analyzing business process reengineering, overall design of Customer Contacting Center and a customer value evaluation model according to the fact of Chifeng EIBThe Chifeng EIB can't adapt himself to the needs of the market economy in the organization and information management aspect because of the interposition of long-term government function and the monopoly status. Therefore, a new structure model is issued to improve the sale business process of the Chifeng EIB by analyzing the organization and IMS based on the principle of process CRM.The customer call center is improved and a new customer contacting center adapted to his market sale is based on the principle of service CRM and the Customer-oriented idea, and an overall plan of customer contacting center is issued to supply more service to customers by Internet, Email, note, fax, telephone and so on.An evaluation system model of Customer Value for Chifeng EIB is set up by using the arrangement analytical method and gray relating analytical method to analyze the customer value based on the principle of analyzing CRM and is validated to be rational by customers. Then the theory is offered to supply personal and different service to customers by Chifeng EIB.The overall plan and implementation steps of Chifeng EIB CRM are carried out to make Chifeng EIB become an excellent electric power supplier that realizes the customers' value based on Customer-oriented ideas by the above analysis.