Research On Big Customer Management Of Taizhou Power Supply Company

The power system reform moves more and more deeply. In December 2014 the executive meeting of the State Council approved in principle "Some opinions on the further deepening of power system reform", making the power supply enterprises development to face a critical period of transformation. At the same time, the rapid development of market economy makes the power supply enterprises face more challenges from economy and society. Under the double attacks of power reform and market environment, the monopoly situation of power supply enterprises is being changed,and the electricity market competition becomes increasingly fierce. Power supply enterprises must change ideas, strengthen the research of the power market, make marketing plan suitable for the political environment and the maket economy development, achieve the power customers’recognition with good service attitude, high standard service quality, so that they can ensure their dominant position in the power market and guarantee a good reputation. Therefore, the power supply enterprises must change their marketing modes and management methods, establish customer-centric marketing management mode, so as to achieve the consolidation of customer resources, improvement of service quality, establishment of brand image, domination of market through the implementation of personalized management of the electric customers, especially the tracking management of key accounts. To improve the customers’satisfaction, this paper takes the customer management of Taizhou power supply company as the research object, analyses the key account management model and process of Taizhou power supply company, points out the existing problems and the reasons, and puts forward improvement strategies, which has realistic significance to improve the key account’s management level of Taizhou power supply company and related power supply enterprises.The key account management model of Taizhou power supply company mainly includes process management and customer relationship management, and also has various aspects of team management, target management and marketing management etc as part of it. Key accounts directly contact the key account manager assigned by the key account manager department of the customer service center. The key account manager will help customers to contact the functional department, production department, the department with diversified economy to decide such stuff as power supply scheme, drawing review, construction process and acceptance check, finally the manager will contact the power marketing and distribution center to transmit power. Beginning with the study of the process of key account management in Taizhou power supply company, with 213 key accounts as the sampling frame,this paper has selected 50 accounts through the method of stratified sampling-based equidistant sampling and has made special satisfaction survey to them. The survey has been carried out around the circles of business hall service, key account manager service, business process, around the setup and implementation of systems, as well as customers’overall feeling to power supply companies, which may be experienced in key accounts’conventional business contact.This paper will refine and summarize the survey data, explore the problems in the Taizhou power supply company from various perspectives combined with the analysis of the company’s present operational situation and the influence of external policy, puts forward perfection strategies from the aspects of marketing, system, process, training and humanities.Finally, this paper argues that, in order to change the unsatisfactory situations in key accounts’management of Taizhou power supply company, rectification should start from the root. The rectification measures include:changing personnel’s ideology due to the company’s long-term monopoly position and government-enterprise administration integrating system, implanting marketing consciousness into the staff and changing management ideas; rectifying the problems from all aspects resulting from the overstaffing in the organization; forming perfection systems and standards and unifying staff’s behavior; strengthening staff training and establishing training mechanism. We hope that this series of measures will improve customer management level of the power supply company, promote the construction of marketization management mode of the power supply company, and guarantee the smooth strategic transformation of the power supply company in the environment of power system reform and its healthy, stable, sustainable development.