Comprehensive Power Customer Value Analysis

With the increasing number of SMEPC, it is required to establish the comprehensive customer value analysis system to get a full-scale knowledge of the customers, provide customized service for large power customers, with the final aim of tapping the maximum benefit-making potential of customers for power enterprises.The index system of the comprehensive customer value assessment was achieved through survey and investigation, and the Analytical Hierarchy Process (AHP) was adopted to determine the weight of every index by comparison. The fuzzy comprehensive evaluation method was applied in modulation of qualitative index and example was analyzed meanwhile. It was classified by diamond customers, gold medal customers and silver medal customers for the whole customers of key account service center which given a comprehensive mark, and the personality service proposals were provided accordingly.The analysis platform was developed according to the comprehensive power customer value analysis system. Customer comprehensive marks were regulated automatically by modulating customers'index weight in the system. In the meanwhile various functions of comprehensive power customer value analysis system were approached in details in the paper with the prospects for customer value analysis work in the future.Practice shows that the index system and the comprehensive evaluation method can be used as reference both in theory and practice for power enterprises to analyze the customer value.