Build Up The Customer Relationship Management System Of Electricity Company A

"Big data" has been a hot topic in academic research in recent years,and "big data application" has been listed as one of the 100 key projects in the 13 th five-year plan.In January 2017,after the ministry of industry and information technology released the 2016-2020 development plan for big data industry,the practical application of big data in retail,medical,telecommunications,finance,manufacturing and other industries started to make great strides.The research on big data also extends from the discussion of theory and technology to its application in business.The realization of enterprise value comes from customers,while customer relationship management discusses how enterprises can achieve customer satisfaction by providing customers with high-quality products and services.Based on customer satisfaction,enterprises can establish good relations with customers,and then deeply explore the value customers can bring to enterprises.Therefore,This paper will discuss the application of big data in enterprise customer relationship management.Taking electricity company A as the research object,this paper first discusses the basic concepts related to CRM and big data,and the application of big data in CRM.Secondly,the status quo of customer relationship management of electricity company A is analyzed.Thirdly,this paper talks about the construction of electricity company A's big data platform.Then,detailed analysis is about the construction of electricity company A's customer relationship management system based on big data.It is found that big data provides a powerful decision-making reference for the construction of CRM system,and the application of CRM system can effectively improve the operation efficiency of enterprises,reduce the operation cost,optimize the service quality and improve the relationship between enterprises and customers.Meanwhile,big data analysis also helps maintain the relationship between enterprises and customers and optimize the system to form a mutually promoting benign development.The research in this paper can not only expand the theoretical extension of CRM in traditional industries,but also provide corresponding opinions and suggestions for the improvement of customer relationship management in power industry,so as to provide reference value for the use of big data in customer relationship management in traditional industries.