The Research Of TEPCO Using The Customer Relationship Management

The particularity of electric power product and the current situation in the electric market are introduced in this thesis , and the essentiality of implementing customer relationship management is also explained . The competition in the changing electric market is becoming more and more drastically ,the customer center management theory is coming up in electric marketing management step by step .Maketing theory is introduced into the electric power corporation only several years in China . Customer relationship management is developed in the recent years rapidly ,but many electric power corporations don't use too much in electric marketing . Therefore , the sresearch on the electric marketing strategy and its customer relationship management are still on beginning period in overseas and domestic . Along with the electric system innovation and electric market change , the electric power corporation is changing from supplying power regionally to supplying for other provinces and regions . In the future , electric demand will appear inflexion, electric supply will overstock . At that time , customer service of electric corporation provided will be the key factor in the market . Real"Customer Center Management"will attract more customer .The thesis studies the marketing and customer relationship management by using marketing and CRM theory based on the TEPCO and its product characteristic , mainly including business process reengineering of key operation , CRM based on customer service management information system , marketing strategy of the main customer and training in the corporation , and bring forward the basic plan of implementing CRM in the TEPCO .