Discussion On Restructure Of Customer Relationship In Changsha Power Supply Company Under The Condition Of Electricity Market Reform

With the continuous reform of the electric side,the monopoly of electricity supply and sales has been broken,and the market challenges facing the power supply companies are becoming more and more severe.In this paper,Changsha power supply company as the research object,the sale of electricity market reform conditions,changes in the relationship between power supply enterprises and the consequent expansion of power customer analysis,power supply company that shows the overall lack of service consciousness,service backward way will influence the power supply company in the new relationship between market competition ability,put forward the importance of the reconstruction of electricity customer relationship and necessity.We study and learn the basic methods and theories of modern CRM,including the generation,meaning and customer segmentation,customer information management,customer life cycle and so on.Combined with the current development of network society and the power supply company,puts forward Changsha power supply company should establish channels from customer relationship,customer relationship maintenance,customer relationship management for three steps of reconstruction of power customer relationship,operation mode and method and gives the specific.Finally,from the perspective of customer centered,it expounds the management and implementation of new customer relationship,and gives specific solutions and suggestions for improvement.