Research On The Implementation Strategy Of Customer Relationship Management Based On Internet Thinking In Ningbo Gas Co.,Ltd.

In the era of Internet information,the customer has been the most important resource of the enterprise,and more and more enterprises,especially the ones in European and America,have regarded the Customer Relationship Management(CRM)as the key point to improve the enterprise core competitive power.The city gas enterprises own a large and stable customer resource,including industry and commerce,government and enterprise,inhabitants and the vehicle users.The effective management of the customer resource through the CRM based on the internet thinking will have the very important reference meaning for the gas enterprise in the decision making to fulfill the accurate marketing,safety management,service improvement,satisfaction survey,process optimization,performance evaluation and strategy adjustment.After reading a large number of documents on CRM,the author of this article made the use of comprehensive analysis and case studies.Then,the author connected the current internet thinking with the example of Ningbo Gas Co.,Ltd,analyzed the existing problems,development direction and the connotation of customer relationship management based on Internet thinking in the Gas Co.Last,the author provided the solution schemes from the followed two sides1.The implementation requirement of the gas enterprise CRM with the internet thinking.Through the current situation analysis of the gas enterprise's CRM and Internet thinking perspective,this article provided the new CRM system design targets,modules,framework and CRM mode based on the internet cloud in which the gas enterprise can fulfill customer maintenance,product direct sales and data management.2.The implementation emphases of the CRM with the new thinking in the gas enterprise.The gas enterprise should know how to fulfill the individual management and value for the customers according to the industry characteristic.use customer thinking,big data thinking,social thinking,etc.,to achieve brand value,customer segmentation management and customer value.Though the CRM in the gas industry is just bloomed recently,the gas enterprise is urgent to build up a set of CRM based on the internet thinking to improve the management efficiency,develop the marketing and improve the profitability due to the supply and demand's big change,customer diversification and high customer request on the public product service.The research of this article can provide the implementation scheme for the CRM of the gas enterprise and as well the good reference for the application on the internet of the public energy enterprises.