Research On Customer Relationship Management Of ZY Power Supply Company

Customers have become one of the important resources of enterprises, especially for power company serving thousands for the social sectors. Because of its natural monopoly distinctive characteristics in utilities, the power company’s churn rate is relatively low comparing to the competitive regular industry. Because of the special characteristics, we propose a new customer relationship management for the power industry where the power supply and relationship are relatively stable based on our current customer relationship management.This paper introduces the background, significance, research methods and theories overview of the topic, then the status of the customer relationship management in the national ZY power company, and analyzes problems and causes of the current situation. Following that, it has further analysis from organizational structure, customer service processes, customer relations management systems and the content of customer relationship management, and later establishes a new customer relationship management for ZY power supply company, including remodeling organization, optimizing customer relationship management processes, integrating customer relationship management system, and differentiated management after customer segmentation. Especially in the aspect of customer service processes, through define, measure, analyze, improve, control five complete DMAIC processes to increase customer service control, it can form a closed loop management for service, get continuous improvement, and have more index control over both internal and external services, effectively improving the quality of service. In customer classification, by applying the pyramid model, the original priced-based complex classification of the electricity supply company customers are divided into four categories, gold, silver, copper, and lead, which have different relationship management content in their categories. These solutions meet the development requirements of the times, improve the competitiveness of enterprises, effectively reduce the cost of customer relationship management and improve the level of customer relationship management, enabling ZY company to achieve sustainable development in fierce competition of power industry reform. All of these are the innovations of this paper.Customer relationship management has been widely used in many industries, but there are few papers on how to implement CRM for the power supply companies. This paper applies scientific data analysis methods and tools and takes the national ZY power company’s customer relationship management as an example for analysis. Hopefully the results of this paper can benefit other power companies to implement their customer relationship management.