Study On The Customer Relationship Management For Power Supply Enterprises In Ordos

The electricity industry as an important basic industry of national economy is the key to the national economic development and the leading industry with the characteristics of larger enterprise scale,technology intensive,capital-intensive,long period of production and construction,natural monopoly and multi-level networking etc.With the emergence of electric power of the buyer's market,the problems of the traditional state-owned enterprise including the lack of energy,low management efficiency,high price and poor service quality become more and more prominent.In order to solve these problems,the Central Committee of the Communist Party of China issued “a number of opinions on further deepening the reform of electric power system”,the main ideas of the reform as follows: on the basis of further improving the detached government and enterprises,separation of plant and network,main and auxiliary separation,the Competitive link price can be opened except of the Transmission and distribution price orderly and the electricity business can be orderly open to the social capital,and the power plan can be orderly opened except of the public welfare and regulation plan according to the system of controlling center and opening both ends,and to Promote the relative independence of the trading institution and standard operation.We need continue to deepen the research of the construction of regional power grid and the transmission and distribution system for China's national conditions and further strengthen government supervision,the power of co-ordination planning,and the safe and efficient operation of electricity and supplying reliably.Facing the reform,the power supply enterprises will challenge to the fierce competition environment increasingly.In the fierce market competition,the impact of customer value will become more important.Therefore,in order to surviving and developing,the power supply enterprises must adapt to the fierce market competition,and establish the service concept of the customer.With the effects of the rapid economic development of Dong Sheng district,population mobility,intensive House demolition work and telephone numbers upgrading,the contact information of the customers is changed frequently.Due to the contact information of the power supply customer not being maintained in time,and the gradually declined quality of information,these have more extensive impacted on customer service work.Now,how to improve the quality of customer contact information,effectively evaluate the customer value,and maintain close contact with customers,is the basic work for the power supply enterprises needing to be improved.Firstly,we must clear the importance of customer relationship management for power enterprises,and determine the relations between the power customer contact information in the marketing MIS system,customer value evaluation and the rate of electricity recovery,and count recovery of electric capacity with the basic information of the customers or no for Dong Sheng district.Secondly,customers can be divided into three categories: the first category is the customer with the completed basic information;the second category is the customer with uncompleted basic information;the third category is the customer with no basic information.Through processing the statistical data,we can determine the effect of the power customer information for customer service work,and then analyze the reason that leading to low input rate of the customer basic information in MIS system.Finally,by improving the customer information,and then we can improve the quality of power supply service and the work of the electricity recovery.