赣州供电公司客户关系管理系统分析.pdfVIP

要 近几年来，客户关系管理在企业界都得到了广泛的应用，本文作者以赣州供 电公司为例，较为全面地介绍了电力客户关系管理在供电企业的应用，希望能为 相关的供电企业实施客户关系管理提供帮助。 论文中，首先对客户关系管理的相关理论做了简要阐述;然后从电力体制改革 和 “新能源”政策等方面对供电企业的经营环境进行了分析，目的是为了说明供 电企业未来经营状况的不确定性以及实施客户关系管理的必要性;接着通过对赣 州供电公司客户关系管理方面存在的问 进行分析后，详细介绍了赣州供电公司 客户关系管理系统的设计和构建，最后为确保赣州供电公司客户关系管理成功实 施提出了保障措施。 采用客户关系管理理论和方法为赣州供电公司设计一个能有效防范风险和获 得长期稳定利润的、较为完善的客户关系管理系统是本论文写作的主要目的。同 时，也希望本文的研究结果对其它的供电公司实施客户关系管理具有一定程度的 指导意义。 关键词:电力，供电公司，客户关系管理，CRM 1 Abstract In the last few years Customer Relationship Management has obtained widespread application in the business community but there are not to see more Power Supply enterprises which have implemented Customer Relationship Management.Taking Ganzhou Power Supply ComPany for example,the author has given more comprehensive introduction on the application of Electric Customer Relationship Management in Power Supply Company,and hopes it can help the related Power Supply enterprises implement Customer Relationship Management. Firstly the correlation theories on Customer Relationship Management has been made a brief presentation;Based on Electric power organizational reform，the policy of New energy and so on the author has carried on the analysis is to Electric Power Company s condition of business for the purpose of explaining the state of operation uncertainty in the future as well as the necessity of implementing Customer Relationship Management in Power Supply Company.Secondly,through carrying on the analysis of Customer Relationship Management existence problems in Ganzhou SuppIy Power Company,the paper has detailed introduced the design and construction of the Customer Relationship Management Sysetem in Ganzhou Power Supply Company.Finally,the safeguard mechanism have been proposed to guarantee that the Ganzhou Power Supply Company can implement Customer Rela