Cz Power Supply Company Crm System Planning And Design

As a key enterprise, power supply enterprises which are important to the national energy safety and economic lifeline, shoulder enormous responsibility of politics, economy and society. In recent years, the continuous developing of china's electric power system results in monopolies of power supply enterprises broken, company competition, market accelerating. The traditional business concept and management mode of the enterprise fundamentally changed. The customers become the most active and crucial part of the power supply enterprises'value-chain. Companies make consensus that they should strength customer service, do research of customers systematically, and look for new markets and channels that business expansion needed. Then, the concept of customer services has also been changed. From management transition to the electric power marketing service, the power supply enterprises gradually establish a service system facing the market and customers. It is the inevitable choice of relying on information technology and managing the customs to make maximum economic benefits based on customer satisfaction.Focusing on CZ Power Supply Company, this thesis, combining customer relationship theory, analyses relationship management problems between enterprise and customer. And it does the research of the CRM from requirement analysis, system planning, system design and so on. It is said that CRM system of the CZ company should cover 5 fields:customer services and relationship, electricity management,electricity measurement and information collection, market and the demand, and comprehensive management. The CRM system would help the enterprise realize" information sharing, business regulation, efficient service, monitor real-time online, comprehensive decision analysis". They can promote rapidly the ability of enterprise's management and service.