Research On Customer Relationship Management Of Fc Power Supply Company

With the rapid development of China’s economy,the reform of electric power is also deepening,customers’ requirements for electric power service are more diversified,electric power enterprises in order to meet customer requirements,must change the original business philosophy.The production-centered business philosophy has not met the requirements of the development of The Times,so the power company should change the production-centered to customer-centered.In the process of transformation,electric power enterprises are faced with some problems,such as less differentiated services,the content and form of customer service is not novel enough,the modern service system is not in place,and the power consumption policy publicity is not enough.Since the 19 th National Congress of the Communist Party of China(CPC),State Grid Corporation of China has been constantly emphasizing customer-centered.In order to improve its service level,it must adhere to the people’s electricity industry as the main purpose of the people’s enterprise,put customers at the center,and take professional concentration as the core value of continuous improvement.This is the initial aspiration of the company’s development.This article first summarizes the research background,significance of customer relationship management and related theory and research status,then introduces the basic situation of the FC electric power supply company,organizational structure and service process,the combination of the past two years customer service work order data analysis customer relationship management present situation and reasons,and by using questionnaire survey methods to summarize the current FC problems existing in the electric power supply company customer relationship management.Again,the existing customer relationship management problems are rectified,and the CUSTOMER relationship management improvement plan of FC power supply company is formulated,including the construction of customer-centered modern service system,optimization of FC power supply company organizational structure,and the implementation of differentiated service strategies for different customers.Finally,aimed at the actual situation of the FC electric power supply company from optimization improve customer service performance rewards and punishment system,to establish customer relationship management(CRM)key indicator evaluation system,a rational allocation of their jobs,stressing the cultivation of professional staff,etc,establish and improve the FC power supply company of customer relationship management(CRM)solution safeguard measures,to ensure accurate lifting scheme can be implemented effectively.Through this study,The FC power supply company can have a comprehensive,systematic and clear understanding and mastery of the basic theory and implementation of customer relationship management,which has theoretical reference and reference significance for the power supply company to carry out customer relationship management practice.