随着我国电力体制改革的不断深入,越来越多的供电企业开始推动自身的改革,

即由传统的生产型转变为更为先进的服务型。在社会经济高速发展进入新常态的情况

下,用电客户的需求越来越体现出差异化和多样化。对于供电企业,应重视和做好客

户服务工作,因为该项工作将会对其生存和发展产生直接且重要的影响。通过何种措

施以更加高效的满足客户需求己经成为各大供电企业的重要工作之一。本文选取客户

关系管理等相关理论为切入点,以我国供电企业为对象,对其电力市场营销环境进行

了系统研宄。结合今后的电力市场发展状况,对云南电网公司XX供电局的客户满意

度调查结果和不同客户群的服务需求进行分析。通过调研和论述,本文建议供电企业

要在新一轮电力体制改革环境下,电力市场的现有形势下,建立客户关系管理体系。

该体系并非一个纯粹意义上的信息系统,同时还代表着一种先进的管理理念。要建立

客户关系管理体系首先要开展服务文化建设,形成全员服务的意识,其次打破部门壁

垒,建立全方位的服务机制,最后必须依托信息平台集成建设和应用。供电企业借助

健全的客户关系管理体系能够更好地满足客户的需求,从而提升自身的市场竞争力Z

本文以供电企业为对象,对其客户关系管理的有关问题进行相关研究,并提出相应的

建议,能够为我国供电企业更加高效地开展客户服务工作提供有益的参考。

关键词:客户关系管理;供电企业;协同服务

I

CUSTOMER RELATIONSHIP MANAGEMENT RESEARCH OF

POWER SUPPLY

ENTERPRISES—TO YUNNAN POWER GRID CORPORATION

XX POWER SUPPLY BUREAU AS AN EXAMPLE

ABSTRACT

With the deepening of the power system reform in our country, more and more power

supply enterprises begin to change from the traditional production enterprises into more

advanced service enterprises. In social and economic rapid development into the new

normal cases, customers demand more and more differentiated and diversified services.

Power supply enterprise should pay attention to, and do a good job in customer service,

because it will be the direct and important impact on the survival and development.

Measures by which is more efficient to meet customer demand has become one of the

important work of power supply enterprises. This thesis selects the customer relationship

management, and other related theory as the breakthrough point. It dose systemic research

for electric power market marketing environment of power supply enterprise. It analyzes

the Yunnan Power Grid Corporation XX Power Supply Bureau's customer satisfaction

survey results and different customers service requirements combining the future power

market development status. Through the research and discusses, It's suggested that a power

supply enterprise should build customer relationship management system under a new

round of electric power system reform. This system is not a pure sense of the information

system, it also represents a kind of advanced management concept. Power supply

enterprises must first carry out the service culture construction, form the service

consciousness. Second break the barrier of the department, set up the mechanism of the

omni-directional service. Finally must rely on information platform construction and

application integration. With a sound customer relationship management system, power

supply enterprises could better meet customer demand, so as to improve its market

competitiveness. This thesis dose research into customer relationship management related

issues of power supply enterprises and puts forward corresponding suggestions. It provides

beneficial reference to China's power supply enterprises to carry out customer service work

more efficiently.

Key words: customer relationship management (CRM); Power supply enterprises;

Collaborative services

a