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客户关系管理的核心思想是将客户作为企业的战略资源,通过不断剖析管理体系不断完善服务内涵来满足客户的需求,建立客户与企业之间的长期信赖与合作关系,从而实现企业利益稳固保持和拓宽市场销售的长远发展目标。国家电网公司在“大营销”体系建设工作中明确提出:强化市场拓展及大用户服务功能的要求,为用户提供高效优质的服务、为用户安全可靠地供电是事关公司发展的“大使命”。以国网温州供电公司市区高端客户关系管理与服务的实际措施为例,探讨实现供电企业高端客户精益化管理的方法与对策。
Customer relationship management is the core idea of the client as a strategic resource for enterprises, through continuous analysis of the management system to continuously improve the service connotation to meet customer needs, establish long-term trust and cooperation between customers and businesses, so as to achieve stable business interests and Broaden the long-term market development goals. State Grid Corporation of China in the “big marketing ” system construction work made it clear: to strengthen the market expansion and large customer service functions, to provide users with efficient and high quality services for users safe and reliable power supply is related to the development of the company Big mission ". Taking the actual measures of high-end customer relationship management and service in the urban area of Wenzhou Power Supply Company as an example, this paper discusses the methods and countermeasures to realize the lean management of high-end customers in power supply enterprises.