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本文简要介绍了吴忠供电局为满足客户日益增长的个性化需求,将客户关系理论应用在电力营销和需求侧管理的具体作法。针对吴忠供电局营销和服务工作中存在的问题,供电企业在实施客户关系管理时一定要树立以客户为中心的服务意识,改造业务流程,实施和完善客户经理制,建立客户价值和营销效果评价体系,为客户提供增值服务,不断提高服务能力和服务水平。
This article briefly introduces Wuzhong Power Supply Bureau to meet the growing individual needs of customers, customer relationship theory will be applied to the specific practices of electricity marketing and demand-side management. In view of the problems existing in the marketing and service work of Wuzhong Power Supply Bureau, the power supply enterprises must establish a customer-centered service awareness, transform business processes, implement and perfect the customer manager system and establish the evaluation of customer value and marketing effectiveness when implementing customer relationship management System, to provide customers with value-added services and continuously improve their service capabilities and service levels.