Research Of Customer Relationship Management In State Grid Huaihua Power Company

With the deepening of the reform of the electric power system,increasing market competition of electric power industry,electric power enterprises for the realization of sustainable development must abandon the traditional monopoly advantage concept,active interest in the market demand,focus on customer service,customer value and customer satisfaction influencing customer behavior related factors.State grid Huaihua power company belongs to the State Grid Electric Power Company and its customer service still exist many traditional idea,this study selected State grid Huaihua power company as the object of study,using the questionnaire investigation method and the analytic hierarchy process on the evaluation of State grid Huaihua power company customer service status and level of customer service and the formulation of customer service level promotion strategy,the cultivation of the increase of the level of a company's customer service and customer loyalty has practical significance.Study first of customer service were theoretical research,this paper focuses on the analysis of the customer satisfaction,customer relationship management theory and service profit chain theory,and then select the State grid Huaihua power company as the research object,analysis the characteristics of the power company customers,carries on the comprehensive analysis from three aspects: the structure characteristics of customers,customer demand characteristics and customer behavior characteristics,fully understand the State grid Huaihua power company needs of existing customers and potential demand,because the customer demand is the premise of customer service,the power enterprises to the concept of quality service based on customer demand for marketing services to reflect the.From State grid Huaihua power company electric power customer service system characteristics,customer satisfaction and customer service in the presence of the three aspects to further explore the company customer service status.Then,by establishing index system and collect the sample data for State grid Huaihua power company customer service level of evaluation.Finally according to State grid Huaihua power company customer characteristics and situation of customer service and customer evaluation results presented the company to improve customer service level of constructive strategy of strengthening State grid Huaihua power company marketing ability,improve customer service satisfaction has important practical significance,in addition,the study was able to provide customers and reference for other power supply enterprises,and to promote the sustainable development of domestic electric power enterprises is of great significance.