Research On Customer Relationship Management Of Quanzhou Power Supply Company

With the deepening of the reform of the selling side,the opening of the selling market,In order to deal with the reform of power system actively,this topic takes the customer as the center,takes the market as the direction,carries on the customer relationship management research.This research is helpful for the power supply companies to know the customer's needs.It is beneficial to enhance customers' sense of power acquisition and customer service experience;It is beneficial to the formation of high-quality service brand.Based on the author's experience in customer relationship management,the formulation and implementation of customer differentiated service strategy and the improvement of customer satisfaction,putting forward a customer relationship management improvement scheme suitable for the actual situation of the company.This thesis first summarizes the theory of customer relationship management.Secondly,based on the analysis of the organizational structure,customer classification and customer relationship management process of Quanzhou power supply company of national grid,making a detailed analysis of the company's 95598 customer claims data from 2016 to 2018,and analyses the main complaints and dissatisfaction points of customers.Combining with the regional characteristics of QZ,this thesis conducts a survey on the satisfaction degree of power supply companies,using analytic hierarchy process to calculate customer satisfaction evaluation results,deeply explore the problems of customer relationship management in three aspects:service quality supervision mechanism,customer differentiation management and customer satisfaction control.In order to solve the problems,corresponding improvement measures were formulated by applying modern service industry theory,customer segmentation theory and customer satisfaction theory.That is to build a modern customer-centered service system,implement differentiated service strategy,improve customer satisfaction management,and form the customer relationship management improvement plan of Quanzhou power supply company.Finally,the thesis expoundsthe guarantee measures to ensure the implementation of customer relationship management,including improving the performance reward and punishment scheme,implementing the corporate culture based on customer relationship management,and carrying out the evaluation of customer relationship management indicators.This thesis takes the State Grid Quanzhou power supply company as an example to carry out the analysis,according to the actual situation of the company to study the corresponding customer relationship management improvement plan and safeguard measures,related to customer relationship management content for other power supply companies to implement customer relationship management has certain reference value and reference significance.