The Research On Customer Relationship Management In Generation Side

At present, China's power industry is formed with three independent links, that is power generation, power transmission, distribution and power purchase. But the simultaneity of power generation and operation is required the coordination of these links. Under this situation, the theory of supply chain-oriented CRM is specially suitable for the research on relationships among generation enterprises, power grid enterprises and power customers. At the same time, power grid enterprises are in the absolutely dominant position which made them became the main part of operating supply chain-oriented CRM. With the independence of generation enterprises, the power grid enterprises in our country are faced with serious operation situations in the process of changing from power producers to power transmission and distribution operators. How to deal with the various relationships between generation and power grid enterprises has became the new question for power grid enterprises that will effect the safety and reliability of power grid operation and the interests of power terminal users. These backgrounds create conditions for power grid enterprises to operating CRM in generation side, they also propose new subjects for the study on theories of electricity market.From the perspective of power grid enterprises which regard generation enterprises as their customers, the study of this paper is focused on the basic content and the mode of operation of CRM in generation side, which based on the theory of supply chain-oriented CRM.Combination of the characteristics that power industry and power grid enterprises show in their production and operation, the paper firstly analyze the reasons of the emergence of CRM in generation side and reasons of power grid enterprises become implementing body. Then, comparing with customer side, we discussed the contents and functions of CRM in generation side, and in order to implement these contents and targets. Next, we preliminary constructed the function frame of customer relationship MIS and customer service center in generation side. At last, considering the problem of performance evaluation of CRM in generation side, we designed a evaluating index system of customer satisfaction degree which will guide and evaluate the work of power grid enterprises in CRM in generation side.