Research And Application Of Power Customer Value Assessment And Value-added

With the deepening of the reform of the electric power system,the traditional integrated operation mode of power generation,transmission and distribution in China has been gradually broken,and the electric power industry has also moved from monopoly to decentralization.In the new business environment,it has become an inevitable choice for power enterprises to adapt to the development of the industry to strengthen DSM and realize the innovation of operation mode.In the process of operation mode innovation,power customer is undoubtedly the most important link.Therefore,it is necessary to carry out the research on the value evaluation and value-added of power users,provide the basis for the implementation of differentiated marketing,improve the customer service standard system of "customer-centric",and play a positive role in consolidating the market share and enhancing the competitiveness of power supply enterprises.First of all,this paper introduces the research background of power market development,analyzes the relevant methods and existing problems of power customer value assessment at this stage,and expounds the main content of customer value assessment and value-added services combined with the current situation at home and abroad.Secondly,the paper quantifies the customer value evaluation model of power supply enterprises,determines the index weight by AHP,introduces the grey relational method to calculate the evaluation steps,and provides the algorithm and data support for the customer segmentation model.Then,based on the overall model design of power customer segmentation,the paper constructs the power customer value evaluation system,states the selection and empirical formula of current value and potential value variables,and illustrates with examples;subdivides the customers from the topics of power fee recovery risk,inspection risk,service channel,key customer service,customer outage,etc.,so as to change the structure of customer satisfaction The market segmentation of volume relationship provides the basis.Finally,this paper discusses the customer satisfaction index model,starting from the enterprise image,customer expectation,perceived quality,perceived value indicators,and explains the relationship between satisfaction and loyalty.Through the fixed and quantitative market segmentation,the factors affecting satisfaction and loyalty are tested,the detailed market is analyzed,and the 2019 satisfaction survey of Maoming Power Supply Bureau is taken as an example to verify.Through the analysis and application of customer lifetime value,fine differentiation model and satisfaction market segmentation,the marketing service differentiation is realized.The power supply service is transformed from demand side management to demand side response,so that the power supply enterprises can win the competition and obtain greater service advantage in the power market.