摘要
FC供电公司客户关系管理研究
摘要
随着我国经济的快速发展，电力的改革也不断的深入，客户对电力服务的要求也越
多样化，电力企业为了满足客户的要求，必须要转变原有的经营理念。以生产为中心的
经营理念已经不符合时代发展的要求，所以电力公司要将以生产为中心转变为以客户为
中心。在这个转变的过程中电力企业就面临着一些的问题，比如差异化的服务较少、服
务客户的内容形式不够新颖、现代化的服务体系不到位、用电政策宣传的力度不够等。
党的十九大以来，国家电网公司不断强调以客户为中心，要提升服务水平，必须坚持以
人民电业为人民企业的主旨，一定要把客户放在中心位，要把专业专注做为企业不断改
善的核心价值观，这是公司发展的初心之愿。
本文首先综述了客户关系管理的研究背景、意义和相关理论及研究现状，其次介绍
了FC供电公司的基本情况，组织结构和服务流程，结合近两年来的客户服务工单数据
分析客户关系管理现状和原因，并利用问卷调查方法总结当前FC供电公司客户关系管
理中存在的问题。再次针对存在的客户关系管理问题进行整改，制定FC供电公司客户
关系管理提升方案，包括构建以客户为中心的现代服务体系，优化FC供电公司组织机
构，实施不同客户的差异化服务策略。最后，针对FC供电公司的实际情况从优化完善
客户服务绩效奖惩制度，建立客户关系管理关键指标评价体系，合理配置岗位人员，注
重专业员工培养等方面建立健全FC供电公司客户关系管理方案的保障措施，确保提升
方案可以准确有效的实施。
通过本次研究，能使FC供电公司对客户关系管理的基础理论和实施有一个全面、
系统、明晰的了解和掌握，对供电公司开展客户关系管理的实践具有理论上的参考和借
鉴意义。
关键词：供电公司，客户关系管理，现代化服务体系
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ABSTRACT
Research on customer Relationship Management
of FC Power Supply Company
Abstract
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 19th National Congress of the Communist Party of
China(CPC),State GridCorporationofChinahasbeenconstantly 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 articlefirst summarizes theresearch 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 existingcustomer relationship
managementproblems arerectified,and theCUSTOMERrelationship management
improvement plan of FC power supply company is formulated, including the construction of
customer-centered modern service system, optimizationof FC power supply company
organizational structure, and the implementation of differentiated service strategiesfor
different customers. Finally, aimed at the actual situation of the FC electric power supply
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华北水利水电大学硕士学位论文
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 FCpower supply company can have acomprehensive,
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.
KEY WORDS:Power supply company；Customer relationship management；Modern service
system
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