Electric Power Customer Cluster Based On Value Evaluation And Value-added Service System Construction In Western Guangdong

With the deepening of China's new round of electric power system reform,the power customer service to the customer demand driven change.In the social and economic development of the new normal,the demand for electricity customers increasingly reflect the alienation and diversification of power supply enterprises,precision marketing capabilities,customer service capabilities put forward higher requirements.Therefore,combined with the western region with the characteristics and status quo of customer service,corresponding electric power customer value assessment of classification and value-added service system research and design,choose reasonable customer classification clustering method,further strengthening of customer segmentation in service management,provide the personalized needs of value-added service strategy in the service process,build "to customers as the center" the full range of customer service system,to enhance the competitiveness of power enterprises have an important role.Firstly,this paper analyzes the western Guangdong area electric power customer characteristics,combined with the situation of the reform of electric power demand side,the analysis of the problems existing in the electric power marketing customer classification management,combined with the domestic and foreign present situation,elaborated the customer value evaluation of the purpose and significance of research on classification and value-added service system.Then according to the customer to the enterprise value contribution,each customer to a level of classification is based,contribution value,outage sensitivity,arrearage risk,service channel activity,with inspection risk grouping factors model of secondary clustering,system construction,operation of two dimensions of customer segmentation model.And customer contribution value,outage sensitivity,arrearage risk,service channel activity,check risk model to build the calculation and application analysis.Finally from the evaluation of the degree of customer perception of establish reliability,responsiveness,assurance,empathy,tangibles,one of five value-added service strategy,combined with the previous grouping customer segmentation results,build customer double dimension clustering value-added service system based on,in order to do a good job in customer service provides comprehensive guidance.Secondly,According to the contribution of customer of enterprise,customer manual level clustering,divided into six major categories,including important customers,focus on the customers,large customers,large customers,large residential community customer and other customers.Based on,from the customer value,customer behavior,customer needs three aspects selected value contribution,outage sensitivity,arrearage risk,service channel activity,inspection risk five elements cluster customer.And the first level and second level clustering is proposed based on two dimension clustering principle.Then,The degree of customer contribution,outage sensitivity,arrearage risk,service channel activity,check risk based respectively using fuzzy clustering algorithm,logistic regression algorithm,active index algorithm,decision tree and scorecardalgorithm modeling.Groupthe the customer of western Guangdong,and in western Guangdong A Power Supply Bureau as an example to introduce the application of the model.Finally,from the evaluation of the degree of customer perception of establish reliability,responsiveness,assurance,empathy,tangibles,one of five value-added service strategy,combined with the previous grouping customer segmentation results,build customer double dimension clustering value-added service system.Through the establishment of power customer segmentation and value-added service system,a variety of customer behavior prediction ability get effectively and promoting the construction of marketing service of lean management and control ability,full range to enhance the service level and market competitiveness of power enterprises,power supply service to achieve by demand side management transformation for the demand side response,so as to enhance the power supply bureau of competitiveness and business performance,customers and enterprise win-win situation.